FAQ Table of Contents What are common reports I should run?... 1 How do we create a new supporter in Go Time?... 2 How do we handle checkin and checkout with Households who have self-registered Household members?... 2 What if a household member wants to bid separately?... 5 Troubleshooting welcome texts... 6 Troubleshooting outbid texts... 6 My users are receiving an error message when accessing the bidding site... 7 The Online Bidding Dashboard hangs when I try to open it.... 7 How do I delete bids?... 7 Why are bidders appearing with asterisks on the Online Bidding Leaderboard and the bidding site? 8 How do I customize the receipts to show only event night sales?... 8 What are common reports I should run? TBL-01: Table Listing - Lists tables with table capacity, seats purchased, seats assigned, and table status. Optionally shows guest details and notes. BID-01: Bidder Listing and Check In or BID-02: Guest List - A detailed listing of your bidders in your project. Configurable columns for phone numbers, bid numbers, table and group names, admissions allocated, emails, and notes. Useful for preparing your checkin team as well as an exportable list of bidders. BID-03: Sales Listing by supporter - The primary report to see all of your supporters with their sales and any applicable payments. Can be used to list purchases or give totals. An excellent tool in reconciling sales. 1
How do we create a new supporter in Go Time? Checkin: 1. Type the guest s name and click Create Supporter, or click the Tab or Enter key on your keyboard. 2. Click Convert to household if checking in a household. 3. Type in contact information - Name, Bidder Number and Mobile Number. 4. Click Update to save. How do we handle checkin and checkout with Households who have selfregistered Household members? Checkin Step 1: 1. Search for the guest by last name and select the record with the bid number. 2. A next to the name means the Supporter has already been enabled as an Online Bidder (i.e. they self-registered in this scenario) 2
Check-In Step 2: Check the box next to the Supporter name and confirm the mobile number. The Member of the Household that self-registered will receive a welcome message to bid individually. The Member of the Household that didn t self-register will receive a message to bid under the Household bid number and will be bidding separately. If they would like to bid together, they will need to decide which bid number/link they want to use. At this time we cannot merge bid history and cannot bid together with 2 different phone numbers under one bid number. Checkout: 1. Select the Household record, typically it will be assigned a 3 digit bid number a. Selecting this bid number will allow you to see ALL purchases for both the household and members (silent and live). b. You will see the House and Person symbols next to their name indicating who made which purchase and where the credit card is stored. 3
2. Verify with the guest which credit cards they would like to have charged. a. If guests would like all charges to be submitted to the household credit card, you will need to open just the member record to uncheck In Use and/or Share with Household Members after clicking Edit next to the member credit card. ; 4
What if a household member wants to bid separately? Checkin Step 2: 1. Click Guest Info 2. Click Assign separate bidder number 3. Click Member is a separate Online Bidder 5
Troubleshooting welcome texts Due to the volume of events going on within our industry, there is potential for slight delays in the delivery of text messages. Direct the guest to see a Bid Assistant who can provide them with their Online Bidding URL. This will give the guest immediate access to their bidding page. What to check: The bidder is marked as an Online Bidder. The option to send welcome messages is enabled. This setting is located in the Online Bidding Settings, under the Online Bidding header. The correct mobile phone number is entered. There is a section enabled for Online Bidding. What the guest should check: 1. Their cell reception 2. Their cell plan (i.e. texting is included in their plan) 3. The phone may be set up to not receive spam (ex: Apple users may have the setting to filter texts from unknown senders enabled). Troubleshooting outbid texts Due to the volume of events going on within our industry, there is potential for slight delays in the delivery of text messages. Remind the guest they will see any on-screen outbid notifications on their bidding page. The guest can also check their "Bids" area for updates to packages they have bid on. What to check: The option to send outbid notices is enabled. This setting is located in the Online Bidding Settings, under the Online Bidding header. The correct mobile phone number is entered. What the guest should check: 1. Their cell reception 2. Their cell plan (i.e. texting is included in their plan) 3. The phone may be set up to not receive spam (ex: Apple users may have the setting to filter texts from unknown senders enabled). 6
My users are receiving an error message when accessing the bidding site. Users may receive a Not Found error message while attempting to access the bidding site after manually closing their mobile browser window. Advise your guest to click the bidding link found in their text message. If using the Bidder Name tag when mass texting from the Online Bidding dashboard, some users may receive a Bidder Key Not Found error. We recommend avoiding this tag while texting your bidders. The Online Bidding Dashboard hangs when I try to open it. We recommend turning off any extensions that may be running in your browser (most common in Safari and Chrome). Alternatively, you can use Incognito mode in Chrome or Privacy Mode in Safari. How do I delete bids? 1. From the Project Home, click Online Bidding Dashboard under the Online Bidding header. 2. Click the Menu button in the top left. 3. Click the Packages header. 4. Search for the package by package name or package number. 5. Click the Package Name of the package you wish to remove the bid from. 6. Locate the bid you wish to retract and click the X under the Remove column. 7. If you're deleting a max bid, click the X under the Max Bid area 7
Why are bidders appearing with asterisks on the Online Bidding Leaderboard and the bidding site? The option to only Show bidder's number has been selected in the Online Bidding Settings area. You can change this by going to the Project Home, clicking Online Bidding Settings, clicking Edit, and selecting Show bidder s name and bidder number for the Bidder name display option. How do I customize the receipts to show only event night sales? 1. Under Filter Sales and Payments, you can either use the By Date filter and/or By Package Type filter 2. If you want all event day transactions to show, including any last minute admissions, you can use the date filter. Enter the day of the event in the Omit Sales & Payments Before field. The software tells you what date your event is configured for. 3. You can then eliminate any package types you don t want to show if sold event night. Maybe you don t want those last minute admissions to show. You can choose what you want under Package Type. Other recommendations: Add your Organization logo to customize the receipt. Ensure the Footer settings includes your contact information so guests know who and how to contact post event. Customize the Email Settings tab and make updates there, including fluffing up the email body. 8
If you have any questions regarding this FAQ, please do not hesitate to reach out to our Client Services department at 866-269-8151. Our hours are Monday thru Friday 6:30am 6:00pm Pacific Standard Time as well as having 24 hour support available on the day of your event. You can reach our after-hours support team at the same 866-269-8151 phone number and an after-hours agent will be available to answer any questions you have on the day of your event. 9