Question

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Giving Accounts Trouble?

Amber Stehlik posted 7 Years Ago

Hey Rock users!

Has anyone else had members approach them saying they can no longer log into their giving account? I have had several of our members who give online via the my.church.com portal who suddenly were unable to access their account - they received error messages or a message saying that account doesn't exist, etc.

I can see their account history and giving history from my admin view in the Rock and everything appears fine. I don't know how to fix it and want people to feel confident in giving to our church - any ideas?

- Amber

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- Jim Michael replied 7 Years Ago
Can you provide more detail as to what giving provider you're using? You mention "my.church.com" but I assume you meant that as a generic site as it doesn't seem to be a domain associated with Rock in any way. If you're using a Rock gateway, it would be *Rock* login credentials needed to log in to give, but it sounds like you might be using one of the other giving integrations since you mention having to log into a different portal. If that's the case it would be an issue at the giving provider, not your Rock server.
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Can you provide more detail as to what giving provider you're using? You mention "my.church.com" but I assume you meant that as a generic site as it doesn't seem to be a domain associated with Rock in any way. If you're using a Rock gateway, it would be *Rock* login credentials needed to log in to give, but it sounds like you might be using one of the other giving integrations since you mention having to log into a different portal. If that's the case it would be an issue at the giving provider, not your Rock server. 
Can you provide more detail as to what giving provider you're using? You mention "my.church.com" but I assume you meant that as a generic site as it doesn't seem to be a domain associated with Rock in any way. If you're using a Rock gateway, it would be *Rock* login credentials needed to log in to give, but it sounds like you might be using one of the other giving integrations since you mention having to log into a different portal. If that's the case it would be an issue at the giving provider, not your Rock server. 
Can you provide more detail as to what giving provider you're using? You mention "my.church.com" but I assume you meant that as a generic site as it doesn't seem to be a domain associated with Rock in any way. If you're using a Rock gateway, it would be *Rock* login credentials needed to log in to give, but it sounds like you might be using one of the other giving integrations since you mention having to log into a different portal. If that's the case it would be an issue at the giving provider, not your Rock server. 
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Amber Stehlik

7 years ago

Hey Jim! The giving site we are using is my.miamichurch.com. It is powered by RockRMS, so I think it is an issue that other Rock users might be familiar with.
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- Michael Roth replied 7 Years Ago
Hey Amber,
this is not usual behavior for rock. I have a couple questions to get an idea for your user.

1. When did this start?
2. What version of Rock are you on?
3. What recently changed in your environment?
4. What happens if you tell them their username and reset the password? Does it work then?
5. And lastly how many people are we talking about with several?
My gut says that rather they forgot there login or password. Please let us know how we can help!
Edit Answer

Hey Amber,this is not usual behavior for rock. I have a couple questions to get an idea for your user.  1. When did this start?2. What version of Rock are you on?3. What recently changed in your environment?4. What happens if you tell them their username and reset the password?  Does it work then?5. And lastly how many people are we talking about with several? My gut says that rather they forgot there login or password. Please let us know how we can help!
Hey Amber,this is not usual behavior for rock. I have a couple questions to get an idea for your user.  1. When did this start?2. What version of Rock are you on?3. What recently changed in your environment?4. What happens if you tell them their username and reset the password?  Does it work then?5. And lastly how many people are we talking about with several? My gut says that rather they forgot there login or password. Please let us know how we can help!
Hey Amber,this is not usual behavior for rock. I have a couple questions to get an idea for your user.  1. When did this start?2. What version of Rock are you on?3. What recently changed in your environment?4. What happens if you tell them their username and reset the password?  Does it work then?5. And lastly how many people are we talking about with several? My gut says that rather they forgot there login or password. Please let us know how we can help!
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