In the event that the unthinkable happens here's what you can do.
We have intentionally built a product that is intuitive, simple and powerful. We believe that disruptive products don't need to be complex, unreliable or require constant monitoring by you.
We know that things happens. In the unlikely event that on the day of your fundraising event you experience an Trellis platform outage resulting in:
- Fundraiser wide failure to process payments
- Fundraiser wide failure to complete your raffle draw at the scheduled date and time
- Fundraiser wide failure to complete auction close
We have you covered. Our emergency line is available to you 7am - 10pm (PT) on the day of your event by calling 1-778-471-9382. A representative for Trellis will collect the outage details and dispatch our on-call team to investigate.
Our emergency line does not cover outages as a result Stripe Verification issues. If your payments have been stopped as a result of verification, please email support@trellis.org. We will handle these as a priority issue during normal support hours.