Troubleshooting
| What you see | Why | What to do |
|---|---|---|
| Donors read "Paycheck giving isn't enabled for this church yet" | The list To start receiving gifts isn't complete | Open the Overview or the Integration Guide and finish what is left. Start receiving gifts |
| Donors read "Paycheck giving isn't open here right now" | The church ID in the code on your site isn't one Roster recognizes, for example because it was typed or edited by hand | Copy the code again from Integration Guide, step 2, and replace it. Giving button |
| Not on your site yet, or "We haven't seen your button yet", after pasting the code | The page isn't published, or it is on an address that isn't saved in the dashboard | Publish, open the page, then Check now. Add the address if it is missing. Giving button |
| The button shows on your site, but the step still says it isn't there | Your site's Content Security Policy stops the button's report to Roster | Allow the addresses in Content Security Policy |
| The button shows on your site without its colors and corners | Your site's Content Security Policy doesn't allow the button's own styles | Allow them in Content Security Policy |
| No signal from your giving button, or "Your giving button isn't showing on your site" under Needs you | It hasn't reported in for 3 days, usually because a site update removed it | Paste the code again. Giving button |
| No signal from your cancel button, or "Your cancel button isn't showing on your site" under Needs you | The same, for the cancel button | Put it back: donors rely on it. Cancel button |
| "Your button was last seen on an address that isn't on your list" | Your site moved, or the button is on another address too | Add that address under Change addresses |
| In review or Account in review | We're going over your church's details | Nothing to do unless Setup asks for a document. We email you when it's done; book a call if you need it sooner |
| Action needed in Setup | We need a change or another document from you | Open Setup: it says what to change or which letter to upload |
| Almost ready | Your church is verified; we're finishing your bank connection | Nothing to do |
| "We couldn't verify the account" or "We couldn't send gifts to the account" | The bank account can't receive gifts | Update it in Setup. Payouts and fees |
| This link has expired | Links in our emails work once and expire after 15 minutes (3 days while a Team invitation is pending, 60 minutes to confirm a new email). An email filter that opens a link to check it doesn't use it up | Select Send me a new link on that page (an expired invitation offers Send me a new invite). For a new email, sign in again and ask for a new one in Settings |
| You can't change Setup | Only an Owner can | Ask an Owner on your Team |
| "Gifts are still coming in, but they aren't reaching your ChMS" | Your church software didn't accept the deliveries | Send a test delivery, then Manage connection. Gifts into your software |
| The amount in Payouts differs from the amount in your church software | Payouts show what reached your account after the fee; the gift data carries the full gift | Both are right. Payouts and fees |
Still stuck? Book a call from the dashboard menu, or write to support@rostergiving.com with your church ID. It is in your account menu, under your church's name.
