1. Help & Learning
  2. Purchaser or Donor Support

Can't checkout or did not receive any confirmation email?

Here are some steps that might help you with resolving that!

1) Log out of your Trellis account, refresh your browser, log back in & try again.

2) Try another device such as a different computer or a different smartphone.

3) Try another browser. Internet Explorer and Safari are the default browsers on most computers but they also seem to have the most issues online. We like to suggest FireFox and Chrome.

4) Clearing your cookies or doing a hard refresh on your browser. Google how to do this on your browser or try - Hold down Shift and press the reload button

5) Do you use a VPN? Turn it off for the transaction then you can turn it back on.

If none of the above works for you, no worries! 

You may reach us at support@trellis.org and provide us with the following so we can investigate immediately.

1) A screenshot of the error if you encountered one.

2) Provide us with step-by-step instructions on what you did.

3) Tell us what kind of card you are using.

4) Confirm with us if the transaction shows up in your statement.

If your transaction went through but you did not receive the confirmation email, here are some reasons and solutions you can do.

  1. The email went straight to your junk/spam mail so please check.
  2. You might have unsubscribed from receiving emails from donotreply@trellis.org. If so, please contact support@trellis.org and have us subscribe you back.
  3. You made a typo error when entering your email address. Please reach out to your fundraiser organizer to send you your checkout attachments manually.
  4. Your email provider blocked your Trellis mail. Please reach out to your fundraiser organizer to send you your checkout attachments manually.

Did this answer your question? If not, please feel free to contact us using that teal chat bubble on the lower right corner of your Trellis account dashboard.