Contents

• Website Troubleshooting
• Contact Your Financial Institute
• Check Out Issues
• Electronic Check (ACH) Payment
• Need More Support?

Website Troubleshooting

Try all of the troubleshooting in TechSoup Support article, I am experiencing issues with the TechSoup website, what should I do?, to ensure the error is not related to your browser or device.

Contact Your Financial Institute

To confirm funds are available, TechSoup issues a temporary authorization hold when your payment method is initially submitted during checkout or in your Request History.  Once the pending request is fulfilled or cancelled, the authorization hold is removed from your statement.  For some financial institutes this can look like a double charge and cause them to flag TechSoup transactions as possible fraud.

Please contact your financial institute to confirm there is no issue with your payment method and the institute is blocking TechSoup transactions.

Check Out Issues

Please note, some offers do not allow Mail a Check as a payment method.

To reserve the offer your organization is interested in, please select Mail a check as the payment option.

Selecting this payment option will allow you to place your request without providing payment and ensure the offer is reserved for your organization while we resolve this issue.

Once you have checked out, add payment information by finding and selecting the request in your Request History: Click the icon shaped like a person in the top right corner of your screen and choose Your Account.

If you were able to check out with Mail a check, but the website would not accept your payment information at check out or in your Request History, the issue is most likely related to your payment method.  Please follow the instructions under Contact Your Financial Institute, before moving on to Need More Support?

Electronic Check (ACH) Payment

Electronic check is only available as a payment option for payments under $1,500.

Need More Support?

For your security, TechSoup Customer Service does not accept payment information over Live Chat or by email.  Instead, we can provide you with a request form or payment form, which members use to send their payment information to TechSoup's secure fax line.

If the troubleshooting in this TechSoup Support article does not resolve your issue, contact TechSoup Customer Service with as much of the following information as possible:

• Tell us, in detail, the actions you are taking that continue to experience the error message.
  • Are you experiencing the issue at check out or in your Request History? 
  • Include the web address (URL) of the page that displays the error message and what the error message says.
• What offer(s) are you providing payment for (include the Product ID if possible)?
• What payment method have you selected: Credit card, Electronic check, Mail a Check?
• List the browsers you have used and received the error. If possible, include the browser version.
• Attach a screenshot of the page with the error message.