Troubleshoot common issues that may prevent donors from receiving their email receipt.

A confirmation email is sent to every donor after they have contributed to a fundraiser on RallyUp. If you’ve been contacted by one of your donors because they didn’t receive a receipt, there are a few simple ways to correct the issue.

Troubleshooting Tips

• Ensure the donor is looking in the correct email account. Receipts are sent to the email addresses donors provide during checkout. Confirm that the donor is using the same email address they used to complete their transaction.
• Ask the donor to check their spam folder. Sometimes, automated emails will end up there due to the recipient’s security settings. 
• Resend the receipt. If the receipt isn't in the spam folder, you can easily resend it: How-to: View and Resend Receipts.
• Resubmit the donation. If you can't find the transaction in your View Donations report or in the supporter's Donor Profile, the transaction may not have processed successfully. In that case, the donor can try again.

Good to Know

• Donors can also see their transactions by logging into their accounts. If they did not create an account at checkout, that’s no problem. They can simply create an account using the email address used to donate and then select a password. Once logged in, all of their transaction histories will be accessible. This is useful for confirming that a transaction was made successfully and reviewing the donation amount.