Connection Card Pro Help & Documentation

What to Do If You Experience an Error

Connection Card Pro is an actively maintained and growing platform. We continually release updates, small improvements, fixes, and occasional new features to help churches and ministries work more effectively.

We take care to avoid unnecessary changes to existing workflows so your team does not have to constantly relearn how to use Connection Card Pro. At the same time, because the platform continues to grow, there may occasionally be situations where an update affects something unexpectedly or where a unique edge case does not work as intended.

When that happens, our team prioritizes identifying and fixing the issue as quickly as possible.

If you see the “Well that’s awkward…” error page

If you are using the main admin area or the kiosk area and see a page that says:

Well that’s awkward... (sample below)

This means something did not work correctly.

Some issues are simple and can be fixed quickly. Others may take longer if they involve payment processing, registrations, reports, permissions, mobile apps, or other areas where additional testing is needed.

If you see a blank page, endless loading spinner, or something does not save

Sometimes, an error may happen while you are performing a specific action, such as saving a page, submitting a form, generating a report, uploading a file, or completing a registration.

In these cases, you may not always see the “Well that’s awkward...” error page. Instead, you may see:

• A blank white screen.
• A page that keeps loading.
• A button that stays disabled.
• A spinner that never finishes.
• A save or submit action that does not complete.

In many of these cases, our development team may still receive an automatic alert. However, not every type of error can be detected automatically.

If this happens, please submit a support request so we can investigate.

If something seems confusing but you did not receive an error

If you are not seeing an error message, blank screen, or endless loading spinner, the feature may be working as designed, but may not be working the way you expected.

In that case, we recommend first searching the Help Center for the task you are trying to complete.

To search Help:

1. Click the Help button near the top right of Connection Card Pro.
2. Start typing what you are trying to do.
3. Review any relevant help guides.
4. If you still have questions, click Contact Support.

This helps you find step-by-step instructions quickly, especially for common workflows such as sending emails, managing event registrations, recording attendance, setting permissions, generating reports, or using the kiosk.

Support priorities and Help Center resources

We take all reports of errors, bugs, and things that are not working correctly seriously, and we prioritize investigating those issues as quickly as possible. Questions about how to use a feature, where to find a setting, or why something works a certain way may take longer for us to respond to. Connection Card Pro is intentionally priced to remain affordable for churches and ministries, which also means we are not able to provide immediate one-on-one training for every general usage question. For that reason, we have created hundreds of searchable help guides and tutorials to help you find answers quickly. If you are trying to learn how to complete a task and are not experiencing an actual error, we recommend searching the Help Center first before submitting a support request.

If you experience an error in the mobile app

If you experience an error in the Connection Card Pro mobile app and the app stays open, our team likely received an alert about the issue and will review it.

However, if the app closes unexpectedly or crashes completely, we may not receive enough information to know what happened. Please report complete app crashes to support.

When reporting an app issue, please include:

• Whether you are using iPhone/iPad or Android.
• What you were trying to do.
• Whether the app showed an error or closed completely.
• The approximate date and time it happened.
• Whether the issue happens every time or only sometimes.

Why app fixes may take longer

Some mobile app issues can be fixed quickly if the problem is caused by something on our server side. In those cases, we can often release a fix without requiring you to update the app.

Other issues require an update to the app itself. When that happens, we need to:

1. Identify the issue.
2. Fix and test the app.
3. Submit the updated app to the Apple App Store or Google Play Store.
4. Wait for the app store review process.
5. Release the update after approval.
6. You must then download the update on your device (if not automatic).

Because of this, app-side fixes may take several days or longer, depending on the issue and the app store approval process. We don't have any control over the timing of the review process which may sometimes take a few business days.

How to report an issue

To contact support from inside Connection Card Pro:

1. Click the Help button near the top right.
2. Click Contact Support.
3. Describe what happened.
4. Include any helpful details.

When reporting an issue, please include:

• The page or feature you were using.
• What you were trying to do.
• What you expected to happen.
• What actually happened.
• The approximate date and time.
• The browser or device you were using.
• The name of the event, person, group, report, form, or email involved, if applicable.

You are not able to include screenshots in a new support request, however, if you have screenshots, please retain them in case we ask for them later.

When to submit a support request

Please submit a support request if:

• You see the “Well that’s awkward...” error page and the issue continues.
• You see a blank screen.
• A page keeps loading and never finishes.
• A save, submit, upload, or payment-related action does not complete.
• The mobile app crashes or closes unexpectedly.
• You are unsure whether something worked correctly.
• A task is time-sensitive and you need assistance.

When to search Help first

Search the Help Center first if:

• You are not seeing an error message.
• The page is loading normally.
• You are trying to learn how a feature works.
• You are unsure where to find a setting.
• Something works differently than you expected, but nothing appears broken.

Many common questions are answered in the Help Center and can be found by searching for the feature or task you are working on.

Our commitment

All software can occasionally experience bugs, errors, or unexpected behavior. When we discover an issue in Connection Card Pro, we work to understand it, correct it, and release a fix as soon as reasonably possible.

We are grateful when customers report issues clearly and kindly. Your reports help us improve Connection Card Pro for your church and for other churches using the platform.

If you ever have a question or are unsure what to do next, please contact support and we will be happy to help.