Troubleshooting Teams Mode

Answers to the questions that come up most often when running a Teams Mode fundraiser.

A member's sales are not showing against them

A few things to check:

• How the supporter reached checkout. The surest way to credit a member is the personal link. If a supporter went to the main fundraiser page instead of the member's page, and "Team/member selection required" is off, the order may not be linked to anyone.
• Cancelled orders. Raised amounts are based on completed orders. A cancelled order does not count toward a member's total.
• What the total reflects. On the public leaderboard, a member's raised amount is your organisation's earning on their orders, not the gross sale value, so it can be lower than the total the supporter paid. This figure can also differ slightly from the total shown on the member's own dashboard.

To see who raised what, open your order list and filter by team member.

A member cannot log in

• Use the link in the email. A member opens their dashboard from the magic link in their welcome or reminder emails, not the main organiser login. If they no longer have the email, resend the welcome email or add them again so a fresh link is sent.
• Sent to the normal login instead? That email belongs to a regular organiser account, not a member account. Use a different email for the member, or ask us to help.
• "Account not found"? The email is not registered as a member yet. Check the spelling, or add the member with that exact address.
• Added without an email? Members added with a name only cannot log in and do not receive emails. That is expected. Their orders are still tracked.
• Waiting on approval? If "Member joining requires accepting" is on, a team owner needs to approve the request before the member is active.

I changed the mode and lost my teams and members

Switching between Disabled, Individual Mode, and Team Mode removes existing teams and members. This is why you are asked to confirm when you already have teams, members, or orders. Choose your mode before you invite anyone. Orders that were already placed keep their records, but member pages and dashboards stop working.

A member's rank shows a dash

A member is ranked once they have at least one order. Until then, their rank shows as a dash rather than a number.

The leaderboard is not appearing on my page

The public leaderboard shows only when it is turned on and privacy mode is off. If Public leaderboard is off, or Privacy mode is on, the leaderboard is hidden. The public leaderboard also shows only the top few entries, and only members or teams that have raised something.

I cannot find a team's join link

In Individual Mode there is one join link for the whole fundraiser, which you can copy from the P2P / Teams management area. In Team Mode each team has its own join link, but the management screen does not currently give you a copy button for it. If you need each team's join link, get in touch and we will help you share it.

Still stuck?

If something is not behaving as you expect, contact support with your fundraiser name and the member or team involved, and we will take a look.