Common problems and fixes

By The Fun Run Fundraiser Team, Customer Support Updated October 11, 2026 2 min read

The donate button says online giving opens soon

Your organization's payments aren't set up yet, or Stripe is still checking your details. An Admin should open Payments and follow what it says. See Setting up payments with Stripe.

I can't see Settings, Users or Payments

Those are for Admins only, and you're an Editor. Your role is shown under your organization's name in the menu. Ask an Admin to do it, or to make you an Admin. See Admin and Editor roles.

Something has a lock icon

That feature isn't included in the event's plan. The note beside it says which plans include it. An Admin can upgrade the plan.

A student's page says "not found"

The student may be inactive. Open them in Participants and tick Active (page is public).
The link may be mistyped. Students' links use their first name and last initial, like emma-r. Copy it from the student's Public Page button.
The organization's or event's web address may have been changed since the link was shared.

Bulk add says "Nothing was added"

One or more lines have a problem, and they're listed above the box. The most common is a grade that isn't in your grade list: add it under Grades, or correct the spelling. See Bulk adding participants.

I can't remove a participant

A participant who has received donations can't be removed, so donation records stay complete. Untick Active (page is public) to hide their page instead.

I can't delete an event

An event that has received donations can't be deleted. Past events simply move to Previous Events on your dashboard.

I can't change to a lower plan

Plans can be upgraded but not lowered. See Choosing a plan.

Someone didn't get their invitation

Ask them to check their spam or junk folder. Invitations work for 7 days; on the Users page, choose Resend invite to send a fresh one. They can also choose Forgot your password? on the sign-in page, or sign in with Google if their Google account uses the same email.

A donor didn't get a receipt

Receipts go to the email the donor typed. Check for a typo on the Donations list, and ask them to check their spam folder.
If the donation is Pending, their bank is still confirming it; the receipt follows once it goes through.
Cash and check donations don't send a receipt.

A donation is missing from the totals

Only Succeeded donations count. Pending, failed, refunded and disputed ones don't. Check its status on the Donations list.