Issues Advancing the DHQ

Issues Advancing the DHQ

Donors may occasionally report difficulty when either attempting to begin the DHQ or submitting their responses. If you have a donor experiencing this issue, please do the following:

  1. Ensure that the donor has submitted the correct DOB + Last 4 digits of SSN to submit the form.

  2. End the donor's visit and have them reschedule again. Need help getting the donor rebooked or reconciling a change in their time incentive? Ping Member Experience in your center's sub-channel for help!

  3. If Steps 1 and 2 don't resolve the problem, submit an urgent data change so that the Systems + Validation teams can escalate to Buoy.

    Make sure to include the Donor ID, their visit ID, a description of the problem, any steps taken to troubleshoot, and a screenshot of the error message displaying on the iPad.

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