Matheus Martins

Hi, @ptllc.

It’s been a while since we’ve heard back, and I know troubleshooting needs a little extra time. I’m marking this as resolved for now, but if you still have questions, you can send them along right here, and I’ll be happy to hop back in.

Have a great day!

Hi there.

I’m glad you reached out. I can certainly help you.

First, if your site is broken, I would restore a backup of your site so you are up and running again. If you have doubts about restoring a backup, you can contact your host and they should be able to help you restore the website.

This would be my initial option, to make sure you still receive money from your donors.

Now, we can focus on what is the problem and how to solve it.

Typically, this error means some broken code is causing your site to crash. It is a WordPress system-generated message that means something has caused a PHP fatal error. Whenever you see that message, a more detailed error log has been sent to the main admin email address (which you can configure at Settings > General in the main WordPress settings).

Check that email, and then pass along any error messages you are receiving so we can help. Every time you see that error, it sends another email. If you need to, you can trigger a new email to be able to see the error message again.

If you don’t see that error in your email (WordPress emails are notoriously unreliable that way), you’ll need to ask your host for the error logs. They will be able to send you a complete record of the errors on your site. Once they provide you with this file, send it to us, and we will be able to identify the issue and move towards a resolution for you.

Lastly, you said you are having intermittent loading issues. It happens when there is some kind of caching going on. The fix here is a bit technical, so I’ll include as much detail as possible, but you may need to reach out to your web developer or web support person to implement these recommendations.

We put together this deep dive into what caching is and how it can cause problems: https://givewp.com/documentation/resources/caching/

Caching works well for speeding up sites, but when a saved copy of the site has sensitive information (like donor info), it’s essential that GiveWP not share that with the next visitor. If GiveWP is not convinced that the browser requesting the data is correct, it defaults to not showing the data.

Caching is handled differently on various sites and web hosts. This could mean a caching plugin, or caching could be in a security solution. Hosting providers also have settings for server-level caching settings, and they can help make adjustments for you there. Most caching solutions have a setting or section for excluding specific URLs or parts of URLs (called “slugs”) from caching. At the very least, you should exclude the following slugs from caching:

/donations/
/donation-confirmation/
/donor-dashboard/*
any page with a donation form on it

Also, the following query strings (if your caching solution has a setting for them):

give-embed=donor-dashboard
giveDonationFormInIframe=1
give-listener=paypal-commerce
give-listener=ipn
give-listener=stripe

Your host or the caching plugin/solution can help with that. Some may require a “wildcard” like /donations/* to capture all subdirectories under the /donations/ folder.

Some folks prefer to customize the URLs to their site pages, so you may find that your URLs don’t have the slugs mentioned above, even though they contain the same content. In such cases, we recommend whitelisting the page, not just the slug; that way, the pages with those essential pieces of information are still excluded from caching. This is especially important for URLs of pages with donation forms on them.

One helpful tip: Check in with your hosting provider. Most hosts have caching at the server level, and they will be able to adjust this for you. You can also temporarily disable caching on the site to confirm that the uncached site isn’t showing the problem.

Many security solutions also include caching options, so be sure to give those settings a look.

While fine-tuning the cache falls outside the scope of the support we can provide, your success with online donations is our number one priority, and we’re happy to provide any tips.

This was quite a bit of information to share. If you have any questions about this, let me know. I’m happy to help.

Hi there.

How did you connect Stripe on your site? Are using PHP 7.4, 8.0 or 8.2 (or other)?

​Also, please send along your System Info.

Navigate to Donations –> Tools –> System Info (tab) and click the button to “Get System Report” and copy/paste that in your reply here.

That will give me some more context to be able to help.

Hi, @dklamie.

We’ve got a spot where you can ask this question directly to our development team, but the question will need to be more fleshed out there than it is here. I’d recommend passing along the exact code snippet you are attempting to use and what results from that snippet. The more focused the question is, the more likely our development team will be able to step away from their busy schedules to help with this sort of custom code.

You can reach out to them here https://github.com/impress-org/givewp/discussions.

Please let us know if you have further questions or need additional assistance!

Hi there.

Thanks for the steps you shared with me. We’ve investigated it and found that you’ve uncovered an edge-case issue with our GiveWP plugin. What is happening is that when you edit a legacy form using Elementor, we are not handling the output correctly.

I’ve escalated this to our development team so they can work on a fix. You can follow up on the progress of the fix here: https://feedback.givewp.com/bug-reports/p/editing-donation-forms-using-elementor-breaks-the-website-is-specific-cases.

We are actively tracking user issues to make sure our dev team is aware of them and can get them fixed. You can use the link to check in for updates or to provide additional details of your own.

Give the post above a look, and let me know if you would like me to add any additional details. I want to ensure your need is as accurately reflected as possible, and I’m happy to include an internal note to our teams with any specific information you would like them to have.

The workaround, for now, would be to avoid editing forms using Elementor. Or to restore a backup of your website to a point before GiveWP 3.0.

While we work on a fix, feel free to message us if you have further questions or need any additional assistance!

Ps. I’ll mark this ticket as resolved because we found out what is wrong. As soon as a fix for it is released, I’ll update you all here.

Sounds awesome.

Thanks for using GiveWP! Have a great day.

Hi there.

I did a donation on a test site and it did not include a link to the donor dashboard. Can you send me a screenshot of it?

Hi, @johntafur.

First, if your site is broken, I would restore a backup of your site so you are up and running again.

Then, we will need a way to replicate the issue you are facing. Are you able to provide steps for us? For example:

• Use GiveWP 2.32.0
• Create a legacy form
• Select this, this and that settings
• Save and check the form on the front end

The reason for that is that I investigated this issue a little further by doing the following:

• I created a new install using GiveWP 2.33.0
• Then, I created a new legacy form and made a donation on it
• Updated GiveWP to 3.0.1
• Accessed the form again

However, it worked properly for me and I could not replicate the issue.

Your success with online donations is our number one priority. Looking forward to helping you get to the bottom of this!