Below are common issues you may experience with eDD.
Customers not visible after eDD sign-up
If customers have completed the eDD sign-up but do not appear in Access PaySuite, make a note of the eDD page URL and the customer name so this can be checked.
Customer set up with wrong frequency
If your eDD page is set to collect a specific frequency, such as monthly, but customers are created with a different frequency in Access PaySuite, gather the following details:
The name of the eDD page used
One example Bank Ref (or more if needed)
The correct frequency that should be applied
This issue can occur if multiple frequencies were originally enabled on the page or if settings were changed later.
šNote: If multiple customers are affected, include the date you first noticed the issue.
Customer shows in wrong account
If customers who sign up through one eDD page are appearing in the wrong Access PaySuite account, record the affected customer reference and the related accounts so this can be reviewed.
Complete button does not work
If the Complete button does not work on the review page, check that all fields entered use supported characters.
For example, a plus sign (+) is not allowed in the surname field. The surname field must only include AāZ, 0ā9, ., ' , / - ( ) ? " & and spaces.
Remove any unsupported characters and try again.
Error during sign-up
If a customer receives the message 'There appears to be an issue with your signup. Try again later', capture the details of the attempt so the issue can be investigated.
Frequency error message
If you see the message 'The frequency defined for this site is no longer availableā¦', the payment schedule linked to your eDD page may be missing or set up incorrectly.
Question field cannot be empty error
If you cannot save your eDD page due to this error, follow these steps:
Select the relevant area on the page to open the Custom Question widget.
A panel with the Custom Question options will appear.
Click the blank space between the options and the answer field.
Enter your question, then select the tick icon to confirm.
Click Save Design at the top of the page.
Gift Aid review page shows wrong frequency
If the Gift Aid message on the review page shows the wrong frequency, update it using the steps below:
Login to Access Evo.
Select the Payments product.
Click the Edit button next to the required eDD site.
On the left side of the page, select the Pages icon (full page icon).
From the further menu, select the Review page.
Click the textbox that contains the GiftAid confirmation.
Ensure the sentence ends in bold: Ā£{{AmountWithGiftAid2dp}} {{Frequency}}.
Click the tick button at the top of the textbox.
Select Save Design button at the top of the page.
This ensures the correct amount and frequency display based on the customerās selection.
Custom fields in payments export showing only first line
Custom data fields in the payments export may appear to show only the first line of a response.
If your eDD page includes custom questions with free-text answers, the exported text will keep the exact formatting entered by the customer. This includes any line breaks, which can cause the text to appear split or pushed down within a single cell.
To view all the content:
Select the entire spreadsheet and doubleāclick a row divider to auto-expand row height.
Or click on the cell to view the full response in the formula bar at the top of Excel.
šNote: If you experience any of the above issues, or anything similar when using eDD, please reach out to our support team and request to speak to an agent so they can investigate and assist you further.