Troubleshoot common issues that may prevent donors from receiving their email receipt.
A confirmation email is sent to every donor after they contribute to a fundraiser on RallyUp. If a donor contacts you because they didn’t receive their receipt, there are several simple ways to resolve the issue.
What should I do if a donor doesn’t receive their receipt?
- Ensure the donor is looking in the correct email account. Receipts are sent to the email addresses donors provide during checkout, so confirm they’re using the same email address they used to complete their transaction.
- Ask the donor to check their spam or junk folder, as automated emails sometimes end up there due to security settings. If the receipt isn’t in the spam folder, you can easily resend it from your Campaign management dashboard. Learn how in our guide on how to view and resend receipts.
- Look for the transaction in your View Donations report or in the supporter’s Donor Profile. If you can’t find the transaction, it may not have processed successfully. In that case, the donor can try making the donation again. Check your reports using our guides on donation and donor reports and Donor Profiles.
Frequently Asked Questions
Why didn’t my donor receive their receipt?
The most common reasons are: the donor is checking a different email account than they used at checkout, the receipt is in their spam/junk folder, or the transaction didn’t process successfully.
Can I resend a receipt to a donor?
Yes, you can easily resend receipts from your Campaign management dashboard. Go to View Donations, find the transaction, and use the resend receipt option.
How can donors view their transaction history?
Donors can log into their RallyUp accounts to see all their transactions. If they didn’t create an account at checkout, they can create one using the same email address they used to donate, then set a password to access their transaction history.
What if I can’t find the donor’s transaction in my reports?
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. The donor should try making the donation again.
Where are receipts sent after a donation?
Receipts are automatically sent to the email address donors provide during checkout. Make sure donors check the correct email account and their spam folder before requesting a resend.