Start here when something isn’t working #
If something isn’t working as expected in DashPledge, use this guide to identify the problem and find the right next step.
Before creating another account, student, fundraiser, donation, or other record, try to determine what is causing the issue first.
Many DashPledge problems can be resolved without creating duplicate information.
First, refresh the page #
If information appears missing or outdated, refresh the page before making additional changes.
This can help when:
- A recent donation hasn’t appeared
- Activity progress hasn’t updated
- A campaign change isn’t visible
- A dashboard looks outdated
- A recently completed action isn’t reflected yet
If the problem continues after refreshing, use the sections below.
I can’t sign in #
First, confirm that you’re using the correct email address and password.
If you’ve forgotten your password, use the available Forgot Password option.
Do not create another account simply because you can’t sign in.
See:
Accounts & Login → How to Sign In to DashPledge
or:
Accounts & Login → How to Reset Your DashPledge Password
I requested a password reset but didn’t receive it #
Check:
- Inbox
- Spam
- Junk
- Promotions
- Other filtered folders
Make sure you’re checking the email address associated with your DashPledge account.
If the message still doesn’t arrive, contact DashPledge Support.
I signed in but see the wrong dashboard #
DashPledge provides different dashboards for different roles.
Your account may be associated with an organizer, teacher, or parent/guardian experience.
If the dashboard doesn’t match your expected role, don’t create another account.
Sign out, confirm you’re using the correct account, and try again.
If the issue continues, contact DashPledge Support.
I can’t find my child #
If you’re a parent or guardian, first confirm that you selected the correct:
- School
- Fundraiser
- Teacher
Your child must also be included in the participating fundraiser roster.
Do not create a duplicate student.
See:
Parents & Students → What to Do If You Can’t Find or Claim Your Child
DashPledge says my child is already claimed #
First, sign in to your existing parent account and check whether the child is already connected.
If you don’t recognize the existing claim, contact DashPledge Support.
Do not create another child or parent account to work around the claim.
I forgot to claim another child #
You don’t need another parent account.
Use the available Claim Another Child process from your existing account.
See:
Parents & Students → How to Claim Another Child on DashPledge
I’m a teacher and my students are missing #
Confirm that you’re signed in with the correct teacher account and connected to the correct:
- School
- Fundraiser
- Classroom
Students are assigned through the fundraiser roster.
Do not create duplicate students to make them appear.
If your teacher relationship or student list appears incorrect, contact the fundraiser organizer or DashPledge Support.
Student activity isn’t updating #
For Read-a-thon or Move-a-thon activity, first confirm:
- The correct student was selected
- The correct activity date was used
- The activity was successfully saved
- The activity is eligible for the campaign
- The entry wasn’t duplicated or rejected
Refresh the dashboard and check again.
Do not create additional activity simply to force the total to change.
Reading minutes aren’t updating #
For a Read-a-thon, verify that the reading entry was recorded for the correct student and date.
Check both the individual student progress and the applicable classroom information.
If the entry exists but the total remains incorrect, contact DashPledge Support.
Move-a-thon activity isn’t updating #
Confirm that the activity was entered using the measurement required for that Move-a-thon.
Check the student, date, and activity information before entering anything again.
Avoid duplicate activity entries.
A leaderboard looks incorrect #
Leaderboards are based on eligible campaign information.
First review the underlying:
- Student activity
- Classroom assignment
- Campaign
- Activity dates
- Fundraising information, when applicable
If the underlying totals are correct but the leaderboard is not, contact DashPledge Support.
Do not create artificial activity to change a ranking.
My campaign is missing #
If you’re an organizer, open My Campaigns.
Check:
- All Campaigns
- Active
- Upcoming
- Ended
- Drafts
Clear any search or filters.
Also confirm that you’re signed in to the organizer account associated with the correct organization.
My campaign has the wrong status #
Check:
Fundraiser Admin → Campaign Settings → Campaign Goals & Dates
and review the campaign’s start and end dates.
Also review:
Fundraiser Admin → Campaign Settings → Campaign Health
Do not create another campaign simply because the existing campaign appears under the wrong status.
My fundraiser page doesn’t show my changes #
First, make sure you selected Save Changes.
Then use:
Fundraiser Admin → Campaign Settings → Preview Fundraiser Page
If the campaign requires synchronization, use the appropriate Sync Campaign action once and review the page again.
Do not repeatedly sync or create another campaign as a workaround.
A student fundraiser link doesn’t work #
First, confirm that the student’s fundraiser has been successfully claimed and published.
Then copy the student’s fundraising link again and test it.
If the page still doesn’t open, contact DashPledge Support.
A QR code doesn’t work #
Scan the QR code yourself and confirm which page it opens.
Make sure you’re using the QR code associated with the intended:
- Main campaign, or
- Student mini-fundraiser
If the QR code doesn’t open the expected page, use the corresponding fundraising link and contact Support if necessary.
My donation was declined #
Review any message shown during checkout.
Make sure the payment information was entered correctly.
If the payment continues to be declined, you may need to contact your card issuer or financial institution.
DashPledge cannot override a decline issued by the payment provider.
I’m not sure whether my donation completed #
Do not immediately submit another donation.
First check:
- Whether a confirmation page appeared
- Your email for a donation receipt
- Your payment-account activity
If you’re still unsure, contact DashPledge Support before trying again.
I was charged twice #
Check whether two completed transactions actually exist.
Review your confirmation emails and payment activity.
If duplicate completed donations appear, contact DashPledge Support.
Do not submit additional transactions to correct the duplicates.
My donation isn’t showing #
If you received successful confirmation, allow a short period and refresh the fundraiser.
For a student donation, also confirm that you donated through the correct student mini-fundraiser rather than the main campaign.
If the donation still doesn’t appear correctly, contact DashPledge Support.
My donation went to the wrong student fundraiser #
Do not make another transaction simply to correct the first donation.
Contact DashPledge Support and identify the completed transaction and the fundraiser you intended to support.
I can’t find my donation receipt #
Check the email address used during the donation.
Also check spam, junk, and other filtered folders.
See:
Donations & Donors → How to Find Your Donation Receipt
I need a refund #
Do not create an offsetting transaction or delete the original donation.
See:
Donations & Donors → How Donation Refunds Work
My Stripe account isn’t connected #
Organizers should go to:
Settings → Payout Setup
Review Stripe Connect and follow the available connection instructions.
If the account was previously connected, use Open Stripe to check for outstanding requirements.
Stripe is asking for more information #
This may be a verification requirement.
Open Stripe and follow the instructions provided through the secure Stripe experience.
After completing the requirement, return to Payout Setup and use Refresh Connection when appropriate.
My payout is missing #
Go to:
Settings → Payout Setup
Review:
- Available Balance
- Pending Balance
- Stripe Connect status
- Bank Account status
- Payout Schedule
- Recent Payouts
Then use Open Stripe if you need additional account-level information.
See:
Payouts & Stripe → Troubleshooting Payout Problems
My payout is less than the campaign amount raised #
Campaign amount raised and net payout are different measurements.
Differences can result from:
- Payment-processing fees
- Refunds
- Disputes
- Previous payouts
- Transaction availability
- Payout timing
The voluntary DashPledge tip is also separate from fundraiser proceeds.
The page is blank or doesn’t load #
Try:
- Refreshing the page
- Signing out and signing back in
- Using another supported browser
- Using a private/incognito window
- Checking your internet connection
If the same issue continues, contact DashPledge Support and identify the page that isn’t loading.
A button doesn’t work #
Refresh the page and try the action once more.
If the button still doesn’t respond, avoid repeatedly clicking it.
Take a screenshot when possible and contact DashPledge Support with:
- Page name
- Button or action
- What you expected to happen
- What actually happened
Something looks wrong after I saved it #
Don’t keep making additional changes until you understand what happened.
Refresh the page and review the information again.
If the problem involves a campaign, use the applicable Preview or View option.
If the information remains incorrect, contact DashPledge Support.
Should I create another record to fix the problem? #
Usually, no.
Do not create duplicate:
- Accounts
- Schools
- Organizations
- Teachers
- Students
- Campaigns
- Donations
- Activity entries
simply because something isn’t appearing correctly.
Duplicates can make the original problem more difficult to correct.
When should I contact DashPledge Support? #
Contact Support when:
- The Help Center steps don’t resolve the issue
- Your account relationship appears incorrect
- A child claim needs review
- Participant information cannot be safely corrected
- A completed donation needs investigation
- A payout cannot be explained
- A campaign remains incorrect after checking its settings
- You encounter an error that prevents you from continuing
What information should I provide? #
Helpful information includes:
- Your DashPledge role
- Page or feature affected
- School or organization, when relevant
- Campaign, when relevant
- Child or classroom, when relevant
- Description of the problem
- Error message
- Screenshot, when helpful
For payment problems, provide enough non-sensitive transaction information to identify the issue.
What should I never send to Support? #
Never send:
- DashPledge passwords
- Stripe passwords
- Online banking passwords
- Full payment card numbers
- Card security codes
- Login verification codes
- Complete banking credentials
DashPledge Support should not need these credentials.
Using the DashPledge Support Assistant #
The DashPledge Support Assistant can help answer common questions and direct you to relevant Help Center articles.
Describe the problem in plain language.
For example:
- “I can’t find my child.”
- “My reading minutes aren’t updating.”
- “My donation isn’t showing.”
- “My payout is still pending.”
- “I can’t find my campaign.”
If the issue requires account-specific investigation or cannot be resolved from the available Help Center information, you may be directed to additional support.
What’s next? #
Use the Help Center category that matches your issue for more detailed instructions:
- Accounts & Login
- Parents & Students
- Teachers & Classrooms
- Fundraisers & Campaigns
- Donations & Donors
- Payouts & Stripe
- Privacy & Security
