I cannot express how many times per week I receive complaints from members that they are unable to login to their account. Below are examples of common errors I receive from members every week:
The password is no longer active.
Even after resetting password, users are unable to login.
The email address is invalid; even though the address is correct.
The password reset link is invalid.
There are too many login attempts and they are locked out.
Users have to reset their cache, cookies, and history in order to log in
ETC.
Blackbaud support will provide solutions such as "change the email," "reregister the account using a dummy email," "have the user use a different browser." These solutions take too much time. Additionally, my membership base is not tech savvy and does not understand much of the terminology. My job is a Membership Manager, not IT support. I constantly have to troubleshoot errors with the online account and to be frank, it takes time away from my ability to improve my organization's membership program.
The online account system is embarrassing. The shortcomings of this system and the lack of control for managers is unacceptable; the frustration this causes on the users and members results in lost revenue for my organization because the system for online accounts is so bad.
Every single time a constituent is unable to login, I have no other choice to open a support ticket. This takes too much time to be resolved. Blackbaud needs to provide solutions where online accounts can be properly managed by membership managers.
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| Customer references | Members, Staff |
