Is RaiseDonors down?

We have identified an issue affecting recurring gift processing for organizations in the Central and Mountain time zones. A subset of recurring gifts were processed more than once during this morning’s processing run, resulting in duplicate charges to some donors. We are actively investigating the root cause. Refunds will be issued to all affected donors, and impacted organizations will receive direct communication with additional details. We will provide updates as remediation progresses.

We have identified the root cause of this morning’s duplicate recurring gift charges: Last night, a service outage prevented our recurring processing function from accessing a required storage account, causing multiple restarts. This outage coincided exactly with the start of the recurring gift processing job, which resulted in the job being triggered multiple times. Outside of the affected transactions from this run, there are no ongoing recurring processing issues. All other gift processing is operating normally. Our team is continuing to work through refunds for impacted donors, and affected organizations will receive direct communication with full details. We have also initiated an internal review of our service architecture to reduce cross-service dependencies and prevent similar timing-related failures in the future. We will provide a final update once all refunds have been processed.

The duplicate recurring gift processing issue affecting organizations in the Central and Mountain time zones has been resolved. Refunds have been issued to all impacted donors. We apologize for the impact this had on your organization and your donors.