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Round-Ups Error Message
Round-Ups Error Message

What it means & what to do when you see an "account error" message for a round-up donor.

Megan Carlson Kladakis avatar
Written by Megan Carlson Kladakis
Updated over a week ago

We make it easy for you to see your current, actively registered Round-Up donor activity via your Round-Up Analytics Report.

On occasion, a "Round-Ups Error" message will appear for a donor. 👇

Round-Ups Error
Round-Ups Error Message

WHAT IT MEANS

The "Round-Ups Error" message appears for Round-Up accounts that were active prior to December 5th, 2020 & have become disconnected from Plaid due to one or more of a variety of reasons, but most often:

  • The bank associated with that card updated their security settings which "reset" the authorization/account connection approval the donor originally gave

  • The donor changed their personal bank log-in information which "reset" the authorization/account connection approval the donor originally gave

Until your donor(s) reconnect their accounts, their donations will not be able to accumulate additional spare change to donate. Learn more about why this occurs here.

For Round-Up donors that signed up PRIOR TO April 9th, 2021, they will need to be prompted to reconcile the disconnect (see below).

For Round-Up donors that signed up AFTER April 9th, 2021, they will automatically donate $9.99/mo until they reconcile the disconnect (learn more).

How can I tell the date?

Click on the donor's name & their individual donor profile on the right under "Overview > Sign-up Date" will show the date of their account creation.
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HOW TO FIX IT

To resolve this issue, the donor's current Round-Up subscription needs to be cancelled completely so that they can create a new Round-Up registration.

We recommend you cancel the donor's Round-Up donation via this guide, then contact (ex: via email) your donor sharing one of your giving forms featuring the Round-Ups option so they can register again which should prevent any further issues.

Your donor can also easily cancel their current Round-Up registration themselves if they would prefer via this guide & create a new Round-Up registration via any of your Harness giving forms.


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EMAIL TEMPLATE
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Hello,

Thank you so much for supporting our mission here at [ORGANIZATION NAME] through your Round-Up spare change monthly donations! We appreciate you!
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We noticed that your Round-Up account is currently disconnected and your spare change donations are currently suspended. We have successfully cancelled your current Round-Up subscription so that you can easily create a new one here (HYPERLINK ONE OF YOUR HARNESS FUNDRAISING PAGES/GIVING FORMS). We appreciate you doing this as soon as you're able so your spare change can support our efforts this month.

Questions? Contact XXXX at XXXX@XXXX.org.

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Thanks so much, again, for your support!

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