Frequently Asked Questions

Question: How do I add paragraph breaks to my welcome message?

Answer: To enter paragraph separations please remember that the welcome message needs to be in HTML format. Wrap <p> and </p> tags around your paragraphs. See example below:

<p>Setting up your online account at Active Giving is the first step to supercharging your fundraising efforts. Based on our experience, we've learned it only takes a few simple steps to ensure a successful campaign.</p>

<p>Your personal webpage is your chance to customize your fundraising message to your family, friends, and other donors. Generally speaking, people contribute to your cause based on the personal message you convey.</p>

Tip: There are several other features that can be included in your message. Bullet points for lists and font styles such as italics and bold will help accentuate your text. To learn how to perform these tasks as well as many others, do a search for basic HTML code on your favorite search engine and enter the appropriate code in your message.

Question: The web address that you provided to me is not working! Why do I get the following message?

Attention! Fundraiser could not be found or fundraising has been ended.

Answer: If you have changed your web address from the original that was provided, the "Attention!" message occurs. If it has not been changed and you receive the message, please contact us at clientsupport@activenetwork.com. Please include your name, user name, web address, and the issue as this will allow us to help you.

Tip: To confirm if you changed your web address, look at the original email sent containing your user name, password, and web address. Then, look on the "Customize My Webpage" tab under the "Welcome Message" box. If the two addresses do not match, the address has been changed. If you have provided the original web address to your potential donors do not change as your webpage will be inaccessible.

Question: How do I upload a picture to my fundraising page?

Answer:

1. Please make sure the image is 600 by 600 pixels and saved in ether the jpeg or gif format in a easy to find location on your computer.
2. Log in to your fundraising page.
3. Once logged in, click on the "Customize My Webpage" tab.
4. Click on "Upload Images." A new window will open to choose image.
5. Click on the "Browse" button to choose your image.
6. Click "Upload."
7. Once the image is uploaded, scroll down to the bottom of the page and click on "Preview" or "Save and Finish."

Tip: If your picture is too small or too large, simply resize it with a photo editing program. Most computers come with an already installed photo-editing program such as MS Picture Manager or Photoshop.

Question: How do I add multiple photos to my page?

Answer: You can only upload one image to your fundraising page. If you have a photo or imaging editing program, you may create a collage of pictures. Please save the collage as one .JPEG or .GIF image and upload it to your page.

Tip: Most computers come with an already installed photo editing program such as MS Picture Manager or Photoshop.

Question: How do I change my goal amount?

Answer: Click on the "Customize My Webpage" tab and scroll down to the "Set a Goal" section. Enter desired goal amount in the provided box and click "Save and Finish" at the bottom of the page.

Tip: Always set your goal at or a little higher than what you need or want to raise.

Question: How do I change the layout and design of my fundraising page?

Answer: Click the "Change Layout Design" tab. Chose a template and then click "Save and Finish" located at the bottom of the page.

Tip: If the "Change Layout Design" tab is not available, the layout has been pre-selected by the organization and the option has been removed.

Question: How do I upload my address book to eliminate manually typing my contacts' email addresses?

Answer: Click "Send Emails" and then the "Manage Address Book" tab. Under "To: (Recipient's Email Address)" simply follow the instructions provided.

Tip: Once the file is saved in .csv format, open the file and check the document for unneeded symbols or information. For example the text, "Dave's email" will cause an error while loading because the site as it does not recognize symbols in names. Please clear out any symbols like the following before uploading to the site: &, �, ", SMTP, etc.

Question: Is there a log of who I sent my emails to?

Answer: Yes. Click on the "Sent Mail" tab which will allow you to view four important aspects of sending emails: who you have sent emails to, who received them successfully, those that were undeliverable and those that are still pending.

Tip: This is a great tool when combined with the reports tool! You can compare those who have donated to your page to those who you have emailed. Therefore, you can send a second request to someone who has not already donated and this will prevent you from sending duplicate requests.

Question: Can templates be created so I don't have to write a new letter each time I wish to send emails?

Answer: Yes. Click the "Send Email" tab then "Create, edit templates." A new window will open (note: if it does not open a new window, please disable your pop up blocker).

1. Give your template a name to refer back to in the future. Example: My Fundraising Letter.
2. Create a subject which will be the subject line that donors will see as the email's subject.
3. Customize a personal message that will be the template to send as emails to your donors.
4. To finish, click "Save template."
5. To send a test email to yourself, click "Mail Sample."
6. When emailing donors, select template in the drop down box located under the "Send Emails" tab.

Question: Why have I not been receiving my email confirmations when people donate on my site?

Answer: During our busy season it can take up to 48 hours for you to receive email confirmations. If it has been over 48 hours, please send an email to clientsupport@activenetwork.com. Please include your web address, contact information, and your inquiry.

Tip: You can always see who has donated to you online by logging into your fundraising page. Click on "View Reports" in the Donation Details section of the page. You can sort by the date of the donation by clicking on the date link.

Question: Can I see who has donated and how much they donated?

Answer: Yes. Click the "View Reports" tab. If your organization allows you to track offline donations, all online and offline donations you have received will appear. You can choose to sort the list by name, online or offline amount, and date of donation.

Question: Can I download this report?

Answer: Yes, at the bottom of the page there is an option to download reports. This will allow you to download the report into a spreadsheet.

Tip: Also, at the bottom of the page, you can "Email Selected Contributors" to send thank you notes right away!

Question: How do I enter an offline donation?

Answer: Click on "Track Offline Donations" tab and enter in the donor�s information (note: only the donors name and amount are required). When finished click "Save this Donation."

Question: I have received many offline donations; do I have to enter each one separately?

Answer: No, you may enter an undetailed offline donation. Under the "Track Offline Donations" tab, click on "Undetailed Offline Donation." Then, enter the number of donations and their sum to donate.

Question: How do I edit or delete an offline donation?

Answer: Click "Track Offline Donations" and the donations that you entered will appear on the right side of the page. Chose the donation you would like to edit or delete. The donation and its information will then appear on the left side of the page.

1. Edit: Change the desired information and click "Save this Donation."
2. Delete: Click "Delete."

Question: Who do I make checks payable to and where do I send them?

Answer: Each organization is different. Please contact the event or the your organization to receive this information.