Most Common User Questions From Greater Giving Clients—Answered!
At Greater Giving, we offer free technical help to our users from day one. We love that we get to be your first line of support, so we can be a part of your success.
To help you get off on the right foot, we sought out the most common user questions, and compiled our support team’s collective knowledge to answer them.
Event Night Solutions & Credit Card Payments
Q: What is Go Time?
Go Time is an interface in our online software designed to manage your event check-in and registration, sales entry, and checkout. Go Time is user-friendly, intuitive, and easy for volunteers and staff to learn.
Q: What is the terminal?
The credit card terminal is a standalone device, allowing you to accept credit cards at your event, with or without a computer. The terminal is compatible with the PC, or offline version, of our event software, but doesn’t require it.
Terminals can be programmed in Express Pay mode to track bidder purchases by bid number, or in Retail mode to capture individual sales.
Q: What is the card reader?
The card reader is a simple USB device that links directly with our software to capture and store bidder payment information at your event. The card readers can be used with both online and PC event software solutions, but do require a computer at registration.
Q: What is the mobile card reader?
The mobile card reader is the tablet equivalent of our card reader device, allowing you to accept payments at your event on the go. It plugs into the audio port on an iPad or supported Android tablets. With the help of our free app, and access to the Internet, the mobile card reader connects to Go Time to help you run your event.
Q: Can I open up Mobile Bidding prior to the event?
A: Absolutely! One of the benefits of Mobile Bidding is that you can open bidding before the live event, to help drum up excitement and enthusiasm for the auction.
Q: Can I open the bidding to people who can’t attend the event?
A: Another huge benefit of Mobile Bidding is allowing both guests who are present at the event, and those who are not present, to participate in the auction. This document on Remote Bidders will walk you through how to open your auction to non-attending guests.
Event Software and Online Payments
Q: I’m having trouble logging in to my event software. What should I do?
If you receive an error while attempting to log in to Greater Giving Online, double-check that you are entering your username and password correctly. If you’ve forgotten one or the other, just click the Forgot Username or Password link, and the software will walk you through resetting your password.
Tip: Be sure to use the email address associated with your Greater Giving login when trying to reset your credentials.
Q: How do I add images to my Online Payments web pages?
Greater Giving only accepts images in JPEG, GIF, or PNG format, and limits file size to 300KB. Images are restricted to no more than 1170 pixels wide, with no limit on height. If you’re having trouble uploading an image, make sure your image isn’t too big.
For detailed instructions on how and where to upload your images, please see Using the Image Manager.
Q: How do I create a copy of an Online Payments page?
This is a simple way to copy a donation page you’ve already created for a past year or campaign, and update it for this year.
First, log into your Online Payments account, and visit My Pages, where you’ll find a list of existing web pages. To copy a page, check the box next to that page in the list, and click the Copy Page link that appears.
Before copying your page, check that all the settings are correct. Under the Copy Page tab, where it says Specify Modules, select Copy to make sure all your desired features copy to the new page.
Under the Permissions tab, make sure editing is turned on for administrators, so you can customize your new page. When you’ve checked all the settings for accuracy, click Add Page.
Q: How do I submit a refund?
To issue a credit card refund to any of your supporters, please visit Accounting.
You’ll find four options for refunds. Simply select how the credit card was originally processed—event night terminal, card reader, or a transaction through your Online Payments website—and fill out the form.
After issuing your refund, please be sure to visit your Greater Giving Event Software account and record the refund as a payment. (If you don’t, your printed reports and financial statements won’t match.) When you create the refund payment, be sure to enter the refund as a negative dollar amount.
Q: How do I reconcile a deposit statement for Online Payments transactions?
First, log in to your Greater Giving Online Payments account. If you’re not sure where to log in, just check the Welcome Email you received when you signed up with Greater Giving.
Next, go to Run a Report, and select Settled Transactions. Enter the date range for the deposit statement and then run a Basic Report. You’ll see a list of itemized transactions that make up your deposit statement.
We hope we could answer some of your questions, and be sure to bookmark this page for later!
Have any more questions? Add them to the comments section!
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