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Troubleshooting Online Donation Issues

We are very sorry that you are experiencing difficulties while attempting to make your donation to Easter Seals Ontario or one of our fundraising events. Please read through the following to see if we can find you a quick solution, and thank you for supporting Easter Seals and children with physical disabilities.

The Donation Page Doesn’t Load

The donation page doesn’t load or appears to be completely down or unavailable.

Our online fundraising platform promises greater than 99% uptime. For the donation page to be completely unavailable is a rare occurrence. In the instances where you suspect the page may be completely offline, please try the following:

  1. Verify that your internet connection is working properly and that you can load other web pages successfully.
  2. Try a different web browser.
  3. Try from a second device.
  4. If it still looks like the page is not available then please let us know at info@easterseals.org or by contacting the event manager for your Easter Seals Ontario event at EasterSeals.org/Contact-Us.

The Donation Form Won’t Let me Complete my Donation

If you forget to fill out a mandatory field, the donation page will prevent you from moving forward in the process. The form will jump to the missing information and will display basic instructions highlighted in red. The most common instances are the phone number and the confirm email address fields not being completed.

(Your phone number will never be used for marketing or cold calling purposes. It is required by our payment gateway as part of the verification process.)

I Receive an Error

Most issues with the donation process are browser related. If you receive an error of any kind, or experience any other issue on the donation page, please try the following:

  1. Clear your browser’s cache.
  2. Try loading the donation page in a private or incognito window. These privacy browser modes bypass the cached website information all together.
  3. Try another web browser on the same device.
  4. Try a second device.

You can find helpful links for instructions on clearing your cache, or opening private and incognito windows in the next section.

Autofill on Mobile Devices

If you are on a mobile device and are still having issues completing your donation or online transaction, it may be that Autofill on your device is causing the issue. Try filling out the form manually and submitting without using Autofill.

How to clear your browser cache

  1. Google Chrome
  2. Firefox
  3. Safari

How to open a private or incognito browser window

  1. Google Chrome Incognito Window
  2. Firefox Private Window
  3. Safari Private Window

Additional Help / Contact Us

In the event that none of the above solutions have worked for you, or you are not sure what the issue is, please reach out to us at info@easterseals.org or contact the Event Manager for your Easter Seals Ontario fundraising event at EasterSeals.org/Contact-Us.

If you are able to, please provide us any of the following information:

  1. What event are you trying to donate to? (You can also provide the link to the donation page.)
  2. Your name, and if applicable, the name of the participant you are trying to donate to.
  3. Any error messages you receive.
  4. A screen shot of the error or issue.

Once again we are very sorry that you are experiencing any difficulty while making your donation. There is nothing more important to us than individuals like you who choose to support Easter Seals Ontario and children with physical disabilities.

Updated on April 17, 2024
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