Find the symptom below for its likely cause and fix. Text in quotes is the exact message you or your donors see.

Access and setup

Raise isn't in my admin menu

• You need the Administrator or Fundraiser role. Ask an administrator to add Fundraiser under Administration > Manage Users > Users, on the user's Roles tab.
• Raise is included with core plans and with legacy plans that include Registration. If your plan should include it, contact support@teamsideline.com.

"A payment gateway is required for Raise campaigns," and Save is grayed out

Your organization has no payment gateway in TeamSideline. Contact support@teamsideline.com to set up Payrix.

My configuration won't save

The message names the field to fix:

• "EIN / Tax ID must be 9 digits. Example: 12-3456789." Enter 9 digits, with or without the dash.
• "Legal Organization Name field is required." This and the address fields are required when We are a registered non-profit organization is Yes.
• "Default Banner is required." Keep a banner image on the page.
• "Default Banner file type is not allowed." Upload a JPG, JPEG, PNG, GIF, BMP, or HEIC file under 10 MB.
• "Default Banner could not be read. Upload the image again." The file is damaged. Try another copy of the image.

Creating and editing campaigns

The campaign won't save

The message lists each missing field, such as "Goal amount field is required." or "Raise End Date field is required." Every field with a red asterisk is required, including Subtitle, Copy to, and Thank-you message. For Peer-to-Peer, you'll also see "Program field is required for Peer-to-Peer campaigns." until you pick a program.

My program isn't in the Program list

Only Youth Registration and Youth Camp Registration programs are listed. They must not be archived, and they need at least one team in a division.

A team is missing from the Teams list

Teams must be placed in a division of the program. Teams without a division, and deleted teams, aren't listed.

The Program box is grayed out

The program locks once a Peer-to-Peer campaign is active or has any donations. The page shows "The program can't be changed while the campaign is active or once it has donations." To use another program, create a new campaign.

Player pages aren't available after I changed the program

When you change a draft campaign's program, the new program's teams aren't selected for you. Select them under Teams, then click Update Raise Campaign. To include a whole program with no team limit, create a new campaign instead.

My donation tiers disappeared

Tiers are saved only when you click Create New Raise Campaign or Update Raise Campaign. If you leave the page first, new or changed tiers are lost. Tiers can also be lost when two campaign pages are open in different browser tabs, so edit one campaign at a time. "Amount field is required." means the tier amount was blank or $0.

My description or thank-you message was cut off

Each is limited to 200 characters. Shorten the text and save again.

The View Public Page icon is grayed out

The icon works only for active Crowdfunding campaigns. Peer-to-Peer campaigns have no campaign page; open player pages from Reports > Report Dashboards > Raise P2P. For a draft, turn on Raise Campaign Active and check the start date.

The donation page

Donors see "This donation page is not available."

Check these in order:

1. Status. The campaign must show Active on the Dashboard. Draft means Raise Campaign Active is off or the start date hasn't arrived.
2. Payment gateway. The campaign's gateway must be a working Payrix gateway. If a gateway was removed or changed, pick another in the campaign's Payment gateway field or in Configurations. If the page still isn't available, contact support.
3. Player eligibility (Peer-to-Peer). The player needs an accepted registration in the campaign's program. If you selected teams, they must also be on one of those rosters. Pages for waitlisted, canceled, and transferred players aren't available.

The campaign ended a day early

Campaigns close at 12:00 AM on their end date, in your organization's time zone. Set the end date to the day after the last day you want to take donations.

The page shows the campaign but no donation form

Either the campaign has ended, or it has no donation tiers and Allow custom donation amount is off. Add a tier, or turn on custom amounts in the Add Tier panel.

There's no progress bar

Crowdfunding pages need a goal amount. Peer-to-Peer player pages need a Default personal goal. Without one, the page shows only the amount raised.

There's no supporters list

Turn on Show donor list in the campaign's Donor options.

The share buttons are missing

Share buttons appear only while the page is taking donations.

The donor count is higher than the number of supporters listed

The list shows the five most recent supporters. The count includes every donation, refunded ones too.

Donations and payments

"The payment gateway is currently unavailable. Your credit card has not been charged."

The payment system didn't respond, or the card fields didn't load. Nothing was charged. Refresh the page and try again later. If it keeps happening, contact support@teamsideline.com.

The donor's card was declined

The message comes from the card processor. The donor should check the card details, including the zip code, or try another card.

"Credit Card Type selection is invalid."

Your gateway doesn't accept that card type. The donor can use a different card. To accept more card types, contact support.

Amount messages

• "Please choose a donation amount." Pick a tier or type an amount.
• "The minimum donation is $1." or "The maximum donation is $10,000." Change the amount. If this happens on a suggested amount, edit that tier to between $1 and $10,000.
• "A donation amount can have at most two decimal places." Remove the extra decimals.

"One or more characters you entered in the First Name field could not be accepted"

Remove characters such as &, %, ;, and = from the first and last name. The Display my donation as field accepts them.

"Your donation was received and your card was charged. Thank you."

The payment went through, but the donation wasn't attached to the campaign and no receipt was sent. Contact support@teamsideline.com with the donor's name, the amount, and the time of the donation so it can be added.

A donor was charged more than they donated

Your organization passes processing fees on to customers. The donor saw the fee and total before giving, and again on the thank-you page.

Emails

A donor didn't get a receipt

• The receipt is titled "Order Confirmation" and goes to the email addresses on the donor's customer account. It can take a few minutes. Check Communications > Communication Logs to see whether it was sent.
• Ask the donor to check spam and junk folders, and to confirm the address they entered.
• Resend it from Reports > Report Dashboards > Raise Donations with Send Receipt.

The Copy to address isn't getting copies

Check the campaign's Copy to field for typos, and check that inbox's spam folder. Copy to takes one address, so remove any extras. The notice is titled "Donation Received: Thank you! Your gift receipt for [organization]."

Players didn't get invitation emails

• The campaign must be Active. Drafts and campaigns with a future start date don't send invitations.
• Only accepted registrations get invitations. Waitlisted, canceled, and transferred players don't, and neither do volunteers.
• On a campaign limited to certain teams, players get invitations only once they're on one of those rosters.
• Invitations can take a few minutes after the campaign goes live.
• Invitations go only to the primary adult on the account, once per campaign, and aren't resent. Confirm that adult's email address, and ask them to check spam.
• To send a link yourself, open the player's page from the Raise P2P dashboard and copy its address.

Reports

The dashboard won't run

Both Raise report dashboards need a campaign. Select one, then click Apply.

I can't set Division or Team back to All on the Raise P2P dashboard

This is a known issue. Refresh the page to reset the filters.

My Crowdfunding campaign isn't on the Raise P2P dashboard

The Raise P2P dashboard lists only Peer-to-Peer campaigns. Use the Raise Donations dashboard for Crowdfunding.

I don't see Reports in my admin menu

The Fundraiser role doesn't include the Reports menu. Open the report dashboards with the Donations Dashboard and P2P Dashboard buttons on the Raise Dashboard.

Refund opens a page I can't use

Refunds are processed on the donor's Add Transaction page, which needs access to customer accounts. The Fundraiser role alone can't process refunds, so ask an administrator.

Still stuck?

Email support@teamsideline.com or submit a request. Include your organization, the campaign name, and the exact message you see. For a donation problem, add the donor's name, the amount, and the date.

Related articles: What is TeamSideline Raise? · How to set up TeamSideline Raise · TeamSideline Raise FAQ