Contact Support

Good support requests are specific. A message that says "payments are broken" makes support start from zero. A message with organization, donor, device, time, amount, and symptom lets support investigate the right layer.

Include this for every request

• Organization name.
• Dashboard page, public page, kiosk device, or website URL involved.
• Approximate date and time.
• Staff member reporting the issue.
• What the user expected to happen.
• What actually happened.
• Screenshot, logs, or transaction identifiers when available.

Payment issue details

For payment issues, include:

• Donation type: online, recurring, event registration, or kiosk.
• Donor email if known.
• Amount.
• Fund, campaign, or event.
• Whether Stripe setup and Givebear billing readiness appear complete.
• Any Stripe or transaction identifiers visible to staff.

Kiosk issue details

For kiosk issues, include:

• Device name.
• Whether the device was online.
• Reader state.
• Fund or event selected.
• Amount.
• Whether the gift was one-time or recurring.
• Logs or screenshots if available.
• Whether offline payments were pending.

Event issue details

For event issues, include:

• Event name.
• Ticket type.
• Registration email.
• Payment state if paid.
• Whether the issue happened during checkout, registration review, check-in, refund, or cancellation.