Virtual Terminal FAQ

1. What are the benefits of using Virtual Terminal?

See Benefits of using Virtual Terminal for use cases and benefits.

2. Is an email address required?

An email address is optional when the supporter email requirement is turned off. To make it optional:

1. Go to Settings > Virtual Terminal.
2. Turn off the setting that requires a supporter email address.
3. Click Save changes.

You can then leave the email field blank when processing a donation. Some payment methods, such as Canadian Pre-Authorized Debit (PAD), require an email address. Supporters without an email address cannot receive automatic email receipts. If your CRM integration uses email matching, check how it handles donations without an email address. Avoid using the same email address for multiple supporters because their records can be merged.

3. Can I use saved payment methods?

Yes. If supporter lookup and saved payment methods are enabled, you can select an existing supporter and use an available saved payment method. A previous recurring donation is not required for every payment method. For example, a card used for a donation can be saved. PayPal payment methods are saved for recurring plans, but not after one-time donations.

To enable this option:

1. Go to Settings > Virtual Terminal.
2. In Payment methods, select Allow looking up supporters and autofilling their information.
3. Select Allow using supporters' saved payment methods.
4. To give Virtual Terminal Specialists access, also enable their supporter lookup and saved payment method permissions.
5. Click Save changes.

When processing a donation, find the supporter, select an available saved payment method, and confirm the payment details with them. Available methods depend on the donation and your organization’s settings. For details, see Configure your Virtual Terminal.

4. How does Virtual Terminal handle high-volume events?

Fundraise Up can process up to 600 transactions per second by default. Additional transactions are placed in a queue for processing. For event preparation and processing guidance, see the Virtual Terminal event guide.

5. Can I process donations without a CVC/CVV code?

Yes. To make the card security code optional:

1. Go to Settings > Virtual Terminal.
2. Select Make CVC optional for credit cards.
3. Save your changes.

6. Can I customize Virtual Terminal?

Yes. Go to Settings > Virtual Terminal to configure options including:

• Campaign visibility: Show all campaigns or only selected campaigns.
• Supporter email: Require an email address or allow the field to be left blank.
• Additional notes: Display instructions for operators.
• Supporter lookup and saved payment methods: Allow operators to find existing supporters, autofill their information, and use available saved payment methods. You can also configure access for Virtual Terminal Specialists.
• Payment settings: Make the card security code optional and allow direct debits.

Custom fields configured for the selected campaign also appear in Virtual Terminal. You can use URL parameters to prefill or lock fields. For details, see Configure your Virtual Terminal.

7. How are Virtual Terminal donations identified?

Donations processed through Virtual Terminal have the source Virtual Terminal in Dashboard, exports, and integrations.

8. How does payment verification work?

Virtual Terminal uses Stripe’s mail order and telephone order (MOTO) processing, which bypasses additional verification checks such as 3D Secure (3DS).

9. How does Virtual Terminal handle different languages?

When multiple languages are enabled for a campaign, a Language dropdown appears in Virtual Terminal. Select the campaign and then choose the supporter’s preferred language. This determines the language used for their emails and Donor Portal.

To make additional languages available, enable them in your account settings and in the campaign’s Localization tab. See Campaign localization for details.

10. Can I create recurring plans with future start dates?

Yes. To create a recurring plan with a future start date:

1. Open Virtual Terminal from the Dashboard sidebar, or press T.
2. Select Recurring and choose a frequency.
3. In Starting on, select the date when the plan should begin.
4. Complete the remaining required fields and review the details.
5. Click Make a donation.

You can also schedule a one-time donation for a future date. ACH payments cannot be scheduled for a future date in Virtual Terminal. For more details, see Setting future start dates for recurring plans.

11. Can I record cash or check donations using Virtual Terminal?

No. Virtual Terminal processes supported digital payments; it cannot process or record individual cash or check donations. Record individual offline donations in your CRM.

To include offline gifts in a campaign total:

1. Go to Campaigns > [Your campaign] > Settings > Offline.
2. Enter the total offline amount and number of offline supporters.

This updates the campaign’s offline totals but does not create individual donation records in Fundraise Up. For other options, see Can I record offline donations in Fundraise Up?.