Check Donations Troubleshooting

I accidentally uploaded the same check twice. What should I do?

The mobile app processing has a number of checkpoints that checks pass through.  If a check is submitted more than once, it will be flagged by the system, which will automatically delete all but one. The donors will not be charged twice, nor will they know that you deposited the check more than once. The check will be submitted to the bank only once and the duplicate should come off of your fundraising page within a few days.

I accidentally submitted a check for the wrong amount. What should I do?

The mobile app processing has a number of checkpoints that checks pass through. If a check is submitted for the wrong amount, that will be flagged by the system for correction. The check will be submitted to the bank at the correct amount and should adjust on your fundraising page within a few days.

Why am I receiving an error while trying to upload a check?

• The photo of the front and back of the check must be taken in landscape mode, not portrait.
• The photo of the front and back of the check must be taken in good light so the check is legible in the photo.
• The photo must be taken on a blank, dark surface like a table or blank piece of paper.  Anything behind the check may interfere with the upload.
• Ensure the photos of both front and back of the check are not blurry.
• The endorsement of the check must be in dark pen and able to be viewed in the photo. If it is too light it will not be legible and will not upload.
• There must be no writing line through the numbers on the bottom of the check.
• The check must be in US dollars.
• There must be no creases, bends or folds in the check.

Why was my check donation voided?

Check donations can be voided for numerous reasons: the image of the check was not clear, part of the image of the check was cut off or that particular check was already deposited via a mobile device.  To find out exactly why a donation was voided, please reach out to Customer Support at 1-888-557-7177 or supportservices@lls.org.