Customer Support: Frequently Asked Questions

Clicking on the plus sign in the rightmost column will show additional details.

Offline donations are donations not made via credit card on your fundraising page and donations not submitted via this app. They usually are in the form of checks or cash that you submit.

How long does it take for a new donation to show up on the Donation List?

If it is an online donation or a donation processed via this app, it takes up to 30 minutes. If it`s an offline donation, it can take from 2 to 3 weeks to be received and processed before the funds are actually posted so that it displays on your donations list and is reflected in your fundraising total.

If I’m registered for multiple events, how do I see the donation information for each event?

Click “Switch Event” (at the top next to your current event name) and choose the event from the list. Everything else on the site will change to match the event chosen.

You can export the contents of your donation list by clicking on “Export” button at the top right of your donation list.  You can export as an Excel file or as a Comma-Separate-Value (CSV) file.

It`s possible that some offline donations have not yet been received or processed. Check with your local chapter staff person for specific questions on this.

Check donations can be voided for numerous reasons: the image of the check was not clear, part of the image of the check was cut off or that particular check was already deposited via a mobile device.  To find out exactly why a donation was voided, please reach out to Customer Support at 1-888-557-7177 or supportservices@lls.org.

The mobile app processing has a number of checkpoints that checks pass through.  If a check is submitted more than once, it will be flagged by the system, which will automatically delete all but one. The donors will not be charged twice, nor will they know that you deposited the check more than once. The check will be submitted to the bank only once and the duplicate should come off of your fundraising page within a few days.

The mobile app processing has a number of checkpoints that checks pass through. If a check is submitted for the wrong amount, that will be flagged by the system for correction. The check will be submitted to the bank at the correct amount and should adjust on your fundraising page within a few days.

• The photo of the front and back of the check must be taken in landscape mode, not portrait.
• The photo of the front and back of the check must be taken in good light so the check is legible in the photo.
• The photo must be taken on a blank, dark surface like a table or blank piece of paper.  Anything behind the check may interfere with the upload.
• Ensure the photos of both front and back of the check are not blurry.
• The endorsement of the check must be in dark pen and able to be viewed in the photo. If it is too light it will not be legible and will not upload.
• There must be no writing line through the numbers on the bottom of the check.
• The check must be in US dollars.
• There must be no creases, bends or folds in the check.

Yes, clicking on any column heading will sort the list by that data.  Clicking the same column header again reverses the sort order. Please note that not all campaigns support promises.

Yes, click the gear icon above the list and choose the columns you do not want displayed. Please note that not all campaigns support promises.

“My Donations” Total Raised includes:

• Donations made online on your personal fundraising page
• Offline donations applied to you as a participant
• Matching Gift promises for donations made to you (depending on campaign)
• Sponsorship promises (depending on campaign)
• Credits you received from dropping out of a prior event (depending on campaign)
• Funds that were transferred to you
• If you are a member of a team it may also include your allocation of donations and promises made to your team.  It depends on campaign and the allocation strategy for your team.

If you have further questions on the amount you see contact us for assistance.

That is the amount of money you are working toward raising.  Also shown is your progress toward reaching that goal.  This is your personal goal.  If you are a member of a team your team will also have a goal displayed on the “My Team” tab.  Please note that not all campaigns support personal goals.

Based on our experience with prior participants a default fundraising goal is established for each event and that goal is temporarily assigned to each participant until they set their own goal.  For Team In Training the default goal is equal to your commitment (or fundraising minimum) determined at registration.  Please note that not all campaigns support personal goals.

Yes, you can change your goal by clicking on “Edit Goal”.  Enter the new goal amount and click Save.  Your goal amount cannot be lower than the amount that you have already raised.  Please note that not all campaigns support personal goals.

The terms “Commitment” and “Fundraising Minimum” apply only to Team In Training.  Your Goal and your Commitment can be the same or your Goal can be higher than your Commitment.  Your Commitment was determined when you registered.  Your Goal can not be lower than your Commitment, but it can be higher.  Please note that not all campaigns support personal goals.

That leaderboard shows your standing among all the participants at your event.  If it says “69 of 149” that means that there are 149 participants registered for this event and that 68 of them have raised more money than you and 80 have raised less.  It includes all participants at the event whether they are part of a team or not.  This is not your standing within your team.  This is not your team’s standing compared to other teams at the event, which is displayed on My Team.  Clicking on “View Leaderboards” will bring up your event’s landing page in a new browser tab where you can see all the leaderboards for the event.  Please note that not all campaigns support leaderboards.

Upon registering you are provided a fundraising page with default content provided by your campaign.  Your fundraising page will likely inspire more donations if you personalize it so that it tells your story. 

Click “Fundraiser Pages”/”My Page” on the left-side menu and then “Manage Posts”.  The default fundraising page will appear in your list of posts with the title “My Fundraising Page”.  (If you have not created any other posts, it will be the only item in the list.) 

Click “Edit” under the “Manage” column and a screen similar to the one below opens where you can edit the text, add/remove images, add links to websites and videos.  See the additional Help topics for info on adding images, videos and links.

You can click “Save as Draft” if you want to save your changes, but are not yet ready to show them to the public on your fundraising page.

Once you are ready to show your changes to the public on your fundraising page click “Publish”.

Click “Preview” to see what your fundraising page looks like to the public.

Click “Fundraiser Pages”/”My Page” on the left-side menu and then “Manage Posts”.  Your fundraising page will appear in your list of posts with the title “My Fundraising Page”.  

Click “Edit” under the “Manage” column and a screen similar to the one below opens.

Click on “Open Image Explorer”.  You can either choose from your Image Gallery an image that you previously uploaded or upload a new image.  Click “Insert” at the bottom to add the image to the page.

You can click “Save as Draft” if you want to save your changes, but are not yet ready to show them to the public on your fundraising page.

Once you are ready to show your changes to the public on your fundraising page click “Publish”.

Click “Preview” to see what your fundraising page looks like to the public.

You can add a link to a video.  Click “Fundraiser Pages”/”My Page” on the left-side menu and then “Manage Posts”.  Your fundraising page will appear in your list of posts with the title “My Fundraising Page”.  

Click “Edit” under the “Manage” column and a screen similar to the one below opens.

Click “Video Embedded”.  Enter the URL for your video and click “OK”.

You can click “Save as Draft” if you want to save your changes, but are not yet ready to show them to the public on your fundraising page.

Once you are ready to show your changes to the public on your fundraising page click “Publish”.

Click “Preview” to see what your fundraising page looks like to the public.

Click “Fundraiser Pages”/”My Page” on the left-side menu and then “Manage Posts”.  Your fundraising page will appear in your list of posts with the title “My Fundraising Page”.  

Click “Edit” under the “Manage” column and a screen similar to the one below opens.

Click “Link”.  Enter the URL for the web site to which you want to link and click “OK”.

You can click “Save as Draft” if you want to save your changes, but are not yet ready to show them to the public on your fundraising page.

Once you are ready to show your changes to the public on your fundraising page click “Publish”.

Click “Preview” to see what your fundraising page looks like to the public.

There are 2 ways you can add posts to your page:

1) Click “Fundraiser Pages”/”My Page” on the left-side menu and then “Manage Posts”.  Click “Create Post”.

Enter a Page Title.   Optionally enter a Page URL.  Enter the text of your update.  You can add images, links to videos and links to other web sites.  See the additional Help topics for info on adding images, videos and links to your Fundraising page.  The same actions can be done on any post as can be done on “My Fundraising Page”.

You can click “Save as Draft” if you want to save your changes, but are not yet ready to show them to the public on your fundraising page.

Once you are ready to show your changes to the public on your fundraising page click “Publish”.

Click “Preview” to see what your fundraising page looks like to the public.

2)  On “Home” enter a title for your update in the text box on the right under “Post to My Page”.  A 2nd text box will appear for you to enter your update. Click “Post”.  Your update will appear on your fundraising page visible to the public.  It will also be added to your list of posts shown under “Manage Posts”.  This method is streamlined compared to the “Create Post” method discussed above and is ideal for adding a quick update from your mobile device.

“News Feed” applies only to MWOY participants.  To include a News Feed on your fundraising page click “Fundraiser Pages”/”My Page” on the left-side menu and then “Page Options”.  About halfway down the page there’s a “News Feed” switch.  Choose “Show” and click “Save Changes” on the bottom right.   

To add an item to your News Feed click “Fundraiser Pages”/”My Page” on the left-side menu and then “Manage News Feed”.

You can add text, images and/or links the same way you can for Posts.  See the additional Help topics for info on adding images, videos and links to your Fundraising page.  Click “Save” when you are done.

To add additional material use “Manage New Feed” and edit the existing item placing the new material above or below what’s already there.  There is one continuous News Feed item rather than discrete Posts.  Consider including date and time on your entries.  Click “Save”.

There is no “Save as Draft” for News Feed.  Once you click “Save” the entire News Feed on your public fundraising page is replaced with the contents of the item shown under “Manage News Feed”.

Yes. Click “Fundraiser Pages”/”My Page” on the left-side menu and then “Page Options”.  Fill in the “Page URL” field.  Click “Save Changes” at the bottom right.

There are 2 possible methods:

• When you are on your fundraiser page, copy the URL from the address bar at the top of your browser window.  Depending on your browser this may be as easy as right-clicking and choosing “copy” from the menu.
• Click “Fundraiser Pages”/”My Page” on the left-side menu and then “Page Options”.  Your URL is shown under the “Page URL” field.  You can highlight the URL and use CTRL+C to copy and CTRL+V to paste.

Click “Fundraiser Pages”/”My Page” on the left-side menu and then “Page Options”.  About halfway down the page there’s a “Comments” switch.  Click “off”.  Your change will be automatically saved.

Click “Fundraiser Pages”/”My Page” on the left-side menu and then “Page Options”.  About halfway down the page there’s a “Fundraising Goal” switch.  For Team In Training events there are 3 choices for other events there are only 2 choices.  For Team In Training, choose “Minimum” and click “Save changes” on the bottom right and your page will display your fundraising minimum and progress toward that amount instead of showing your goal and progress toward that goal.  Please note that for MWOY and SoY this will be set to “Hide” and cannot be changed.

Click “Fundraiser Pages”/”My Page” on the left-side menu and then “Page Options”.   About halfway down the page there’s a “Contributors” switch.  Click “List”.  Your change will be automatically saved.  Please note that for MWOY and SoY this will be set to “List” and cannot be changed.  For MWOY and SoY the donor names are shown, but not the donation amounts.

Click “Fundraiser Pages”/”My Page” on the left-side menu and then “Page Options”.  Fill in the “Page Title” field.  Click “Save Changes” on the bottom right.

Click “Fundraiser Pages”/”My Page” on the left-side menu and then “Page Options”.  In the “Participation” switch choosing either “In Honor” or “In Memory” opens a text box where you can enter the names.

Click “Email Center” and then “Templates” on the left-side menu.  Click on the “Thank You” template.  Note that not all campaigns support all types of templates.

Use the “Copy Subject” and “Copy Message” buttons to copy text to your personal email app (e.g. Gmail, Outlook, etc.).  Customize the text as needed and send.

Click “Email Center” and then “Templates” on the left-side menu.  Click on the “Team Invitation” template.  Note that not all campaigns support all types of templates.

Use the “Copy Subject” and “Copy Message” buttons to copy text to your personal email app (e.g. Gmail, Outlook, etc.).  Customize the text as needed and send.

Click “Email Center” on the left-side menu to get to the email templates, one of which is “Team Captain Message”.  Note that not all campaigns support all types of templates.

Use the “Copy Subject” and “Copy Message” buttons to copy text to your personal email app (e.g. Gmail, Outlook, etc.).  Customize the text as needed and send.

To change the name shown in the Fundraiser app for your team click “My Team” on the left side menu.  Choose “Edit Team Name And Logo”.

Edit the team name and click “Save”.

To change the name on the team’s fundraising page click “Fundraising Pages” and “Team Page”.  Choose “Page Options”.  Edit “How Your Name Appears” and click “Save”.

“My Team” total includes:

• Donations made online on your team’s fundraising page
• Offline donations applied to your team
• Matching Gift promises for donations made to your team (depending on campaign)
• Sponsorship promises made to your team (depending on campaign)
• The sum of all donations made to the team members

If you have further questions on the amount you see contact us for assistance.

That is the amount of money your team is working toward raising.  Also shown is your team’s progress toward reaching that goal.  This is your team goal.  You will also have a personal goal displayed on the “My Donations” tab.  Please note that not all campaigns support team goals.

Based on our experience with prior participants and teams and the anticipated size of your team (if provided by the team captain at team creation) a default team goal is established for each event and that goal is temporarily assigned to your team until your team captain sets your team’s goal.  Please note that not all campaigns support team goals.

If you are a Team Captain you can change your goal by clicking on “Edit Goal”.  Enter the new goal amount and click Save.  Your goal amount cannot be lower than the amount that you have already raised.  Please note that not all campaigns support team goals.

Click “Fundraiser Pages”/”Team Page” on the left-side menu.  You’ll have the same options to customize the team’s page as for your personal page when you chose “My Page” instead of “Team Page’.  See the additional Help topics for info on adding images, videos and links to your Fundraising page.  Please note that not all campaigns support team fundraising pages.

First, make sure you have established a goal for your team.  Click “My Team” on the left-side menu, which brings up a page with info on your team.  Toward the top of that page your team’s goal is displayed.  Click “edit goal” if needed to set or change your team’s goal.  Please note that not all campaigns support team goals and team fundraising pages.

Second, make sure to include the team’s goal on the team’s fundraising page.  Click “Fundraiser Pages”/”Team Page” on the left-side menu.  About halfway down the page there’s a “Fundraising Goal” switch.  Click “Show” to display the team’s goal on the page.

Sponsorship will appear on your Promises list.  They may appear first as promised and then later as received or they may appear as received from the start.  Whether promised or received, sponsorships count toward your fundraising total.  Please note that not all campaigns support promises.

A sponsorship promise will be created when an individual/institution selects to purchase a sponsorship opportunity online and anytime sponsorship funds are received and a promise was not created earlier.  Please note that not all campaigns support promises.

All sponsorships received are processed as new donations and can be viewed on the Donations tab of your Fundraising Tools and on your fundraising webpage. The new donation will update the sponsorship promise to show that it has been received.  Please note that not all campaigns support promises.