Troubleshooting steps to take when my Donor cannot log into DonorCentral

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There may be times when a donor calls you expressing that their DonorCentral log in does not seem to be working. Please go through the following steps to narrow down the root cause.

Answer:

Are they receiving a specific error message after entering their log in credentials? Please get the error message exactly as it appears on their screen.
- If this error is appearing for all users (donors and staff) there may be an issue with the webpage. Please contact support.
What browser is the issue happening in?
- Does this happen in multiple browsers (Chrome, Firefox, Edge)? If not, this issue is browser specific. Have the donor clear their cookies and cache then attempt to log in again.
- If clearing the cookies and cache does not resolve, have them ensure they are on the latest version of that browser.
- Also have them ensure their browser is not blocking third party cookies.
- Also have them check to make sure the DonorCentral URL is listed as a safe site in their browser settings.
Does the issue occur on multiple devices? For example: Laptop, Smart Phone, Tablet, etc.
Is this a brand-new donor? Have they followed the steps for new users?
- Does the email address listed in their FIMS profile match the email address they are using to log in?
Has the donor not logged into DonorCentral for many months? If so, a password reset may be the best course of action.
- If the Donor is not receiving either password reset emails or the welcome email, have them make sure the emails are not arriving in their junk or spam boxes.

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