Troubleshooting common checkout issues

Below are some common issues that might arise during and after checkout, and some suggestions for how to troubleshoot.

If you are unable to complete your checkout:

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 a different browser, such as Google Chrome or Firefox. 
4. Hard refresh your browser, which clears the cache and forces the webpage to load the most recent version of the page direct from our servers. To hard refresh:
   1. Google Chrome: On Windows, hold down Ctrl and press F5. On Mac, hold down Cmd and Shift and press R.
   2. Firefox: On Windows, hold down Ctrl and press F5. On Mac, hold down Cmd and Shift and press R.
   3. Safari: On Mac, press Command + Option + R.
5. If you use a Virtual Private Network (VPN), turn it off for the transaction then you can turn it back on.

If none of the above works for you: 

Please reach out to the fundraiser organizer with the following so they can report to us:

1. A screenshot of the error if you encountered one.
2. Step-by-step instructions on what you did leading up to the error.
3. The browser and device you are using.
4. The date and time you attempted the transaction.

If you did not receive your confirmation email:

1. Check that your email went to your junk or spam folder
2. Reach out to the fundraiser organizer and ask that they:
   1. Confirm your email address is correct in our system
   2. Resend your confirmation email
3. If you still do not receive your confirmation email, the fundraiser organizer can reach out to us to investigate.

The following are possible reasons why you are not receiving emails:

• You have unsubscribed from emails from donotreply@trellis.org.
• Your email client has blocked or bounced incoming emails due to an issue with their server or the inbox is full.
• Our 3rd-Party email system is experiencing an outage.