For Current Customers

Answers To Common Account-Management Questions

We get it. Your team turns people over – auctions have a life beyond one year, one chair, one team. And sometimes, you’re the new chair, coming into a situation where a team before you has used the SchoolAuction.net software, and you’re not quite sure how to get things started again.

Or maybe you’re the person who set everything up, but hey – it’s been a year, and you know, it’s hard enough to remember the kids’ names some days. We’ve all been there. And so, here’s a page with some answers to Frequently Asked Questions, complete with links.

Getting Re-Started

Q: My group used the SchoolAuction.net before, and we’d like to use it again. How do we get re-started?
A: Head over to the SchoolAuction.net Manager

Link: http://my.schoolauction.net/

This site (we call it Manager) is the place where you can setup or renew an account with us that will let you set up event websites (instances of our software, that correspond to specific auctions or other fundraisers). If you are the person who set up your account originally, or if you think you may have been added to your account as an Account Administrator in the past, try going here and logging in, using your email address as your username. If you have forgotten your password, you can reset it from the login page.

This is also the place to go to get started on your next event – login there, and find the “Create New Event” link (Note: if that link is not visible underneath the Event Information section, you will need to renew your account first.)

Q: I can’t login to Manager, but need to set up a new event website. What do I do now?
A: Chances are pretty good that last year’s auction chair can login to Manager and add you as an Account Administrator. If not, then contact Roger at (503) 913-4407 and he can add you.

Q: How can I reuse my Donor/Item/Guest data from last year’s site? I don’t want to re-type all of that.
A: I don’t blame you. And this is easy – we call it Migrating Data. You do that after you have created the event website for your upcoming event – here’s a link to the instructions.

Getting Help With Current Auctions

Q: I’m having problems buying tickets or bidding in an online auction. Can you help me?
A: We can try, although you might get a quicker resolution by starting with the person organizing your group’s auction. If you have no idea who that is, contact our support team, and include the website page address where you are having a problem, and a description of the problem. We will work with the auction chair to fix any issue, and ask them to follow up with you directly.

Q: I’m an auction chair, for an event using the SchoolAuction.net software, and I’m having a problem. What should I do?
A: If you can login to your event website, do so and look for the big red “Click Here For Help” button on the page you are having problems with. This will show you links to our online documentation, and provide you with a contact form that will feed us information that will help us help you.

Q: What if I cannot login to the website?
A: Check our blog or our Facebook page first to see if we are performing maintenance or there is a service outage. If there is no information there, please contact our support team.

Closing Down For The Year

Q: We’ve finished our last event for the year. How do I close down my merchant and gateway accounts, so I don’t get charged every month for having them open?
A: Start by contacting the person or people who helped you open these accounts up.  If you were using one of our Preferred Partners, there are contact forms on our Partners Page. If you used an existing merchant account, and we helped you set up your eProcessing Network or Authorize.net gateway account, then emailcardservices@schoolauction.net for help with those.

Generally, you want to put the gateway and merchant accounts on what’s called seasonal closure – this makes it easier and cheaper to re-open them the next year. Make sure you write down and pass along the contact details for both the merchant processor, and the gateway, and the account numbers and passwords for those accounts.

Q: What else should I do in order to shut everything down for the year?
A: If you can login to your event website, do so and look for the big red “Click Here For Help” button on the page you are having problems with. This will show you links to our online documentation, and provide you with a contact form that will feed us information that will help us help you

Q: What if I cannot login to the website?
A: First, check out these end-of-season tips from our Support team. Second, let us know if you will or won’t be involved with next year’s event – it would really help if you can give us a clue as to whom we should contact when renewal time rolls around.

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