I am curious if anyone else has been having difficulty getting paid from the event-management company, Acteva? I purchased the Acteva Express offering through TechSoup in April 2012. I've used it for two different venues since then. Here has been the track record of payments:
Currently, I have roughly $2,400 of outstanding money that was collected by Acteva between August 1 - Sept 31 that I have not received. I've had to take money from other areas of the organization to pay for the expenses related to the two venues for which I used Acteva Express as the event registration vehicle. Also, I've probably written a dozen emails trying to get clarification and remediation (phone calls are not allowed). The amount of admin work this has created has nearly offset the benefit of using Acteva.
Even though I am very impressed with the ease of operation and the internal features, I will not be continuing my association with Acteva, nor can I, at this point, recommend them to the host of nonprofits that I am in contact with each year. But, in fairness to them, I wanted to sample the experience of other nonprofits using Acteva Express.
My question: Is this unique to me and this other
organization, or are there others who've purchased the Techsoup offering
that are having the same problem?
I did a search for their name and right there in the search results I found this information:
"Call us now 1-877-933-4730 to speak to a customer service"
Maybe your plan has some restrictions, but if they are not responding to your emails and you can't get satisfaction, then I would certainly feel that I can call them.
I do note that the plan you are using does have this limitation that other plans don't have:
1 Payment Cycle per Month
But for sure you should have been paid more quickly. I would specifically ask them when you can expect payment after the "issue date". Please let us know what happens when you contact them or if you need someone connected with TS to get involved. :-)
I think you were looking at the product description for Acteva Plus and/or Acteva Pro. There is no phone support for Acteva Express, as per the Product Description page here. I've been contacted, and had a very favorable conversation with their support staff. I also received a follow-up email from them. Part of the email I just received said:
"Unfortunately, our overburdened accounting department doesn’t have the bandwidth to keep us informed when issues that arise. I can assure you though that we will be adjusting our internal processes so that our TechSoup partner accounts continue to receive the highest degree of customer satisfaction possible."
I was contacted within an hour or so of posting on this forum, so, I think this post was a positive step. I am, however, discontinuing my use of Acteva Express.
I was deeply disheartened to hear of the troubles you had trying to collect funds from Acteva. I assure you that several departments here at Acteva are working in concert to see that issues like this do not arise in the future. If there is anything we can do to maintain your business, please let us know.
VP Business Development/Global Partnerships
Fsciacca: I understand that your version of the product does not include phone support, but when you aren't getting paid and your emails are not responded to, escalation is more important that the posted rules.
As you can see, the company doesn't seem to have been aware of the problem and now expresses regret. This may not change your mind about using their service, but at least now both sides of this customer support SNAFU are on record for others to see and perhaps make a decision from.
Christian - I agree with your assessment. Since my last post, I've been contacted twice by phone from Acteva. Both conversations were pleasant and helpful. The TechSoup Program team at Acteva (Mary and Jessica) are both wonderful people. In fact, I've been very impressed with the people I've dealt with, voice-to-voice. After talking with Jessica today, I am planning to revisit my use of Acteva when I get on the other side of my busy fall schedule. At the end of the day, I'm grateful that this issue has come to light, and so is Acteva, based on the feedback I've received from them. And, considering the lack of traffic on this thread, it appears that mine is somewhat of an isolated case. If you recall, that was at least part of my inquiry in starting this thread in the first place.
On a more personal note, because the nonprofit I direct is tiny (one person), I am responsible for all donor management, and correspondence, venue planning, IT services, web and graphic design, as well as my primary goals of teaching, producing print resources for faith-based urban workers, and writing curriculum. A delay of 7 weeks in revenue collected for the actual venues I was engaged in (most of which do NOT require Acteva registration), yielded an inordinate workflow redirection that pulled me away from all the other above mentioned responsibilities. My level of frustration was likely higher than an organization with a larger staff and budget. I didn't have anyone to delegate this issue to. The online interface and all of the internal features of their service were exactly what a small, over-worked entity like mine needed. If I can get this area of my involvement with Acteva resolved, I'm willing to resume my relationship with them. I hope that others will use the service, AND I hope that this discussion serves the higher purpose of closing a communication blind spot that existed at Acteva. Thanks for following this to completion, and following up with me.
You are not alone. What I have come to realize is that I will be on a two month delay or so for Acteva payments. I'm still waiting to get November payments now. However, their service is amazing for me and I can't live without it. Like you, I have had to personally subsidize at times the events or funds, since the payments are delayed.
I'm sorry you are having this issue and I sympathize with you!
I have been months without payments at times. I would love to gripe and complain, but they are providing me a relatively free service that benefits me greatly. If there was *one* thing I could fix, it would be to actually see my checks roll out on time - every time. I don't see that happening.
To add, I have one check #8966 issued on November 30th that we still have not received.
Other than this though, their customer service is good, responsive, helpful and really just amazing. We do have upgraded account so there are some benefits.
YES! We are having the same problem! We have outstanding payments for Oct - present totaling over $23,000. The past week, after contacting the BBB, Atny Gen in CA, and our local law enforcement fraud unit, we have received $10,00 but Acteva called yesterday and told me that "upon review of our account, your event will be held in the future and therefor we will hold 20% of the gross registrations up to 90 days after your event is held". 20% of the gross registrations, not just the registrations that they collected! Plus we had to pre-pay the registration fees and they have been charging us for those.
Change your registration company ASAP if you really want to get your money! Please contact me at email@example.com and maybe we can work together to make sure they stop doing this to people.
ccta2012: I have just sent a personal message to user Acteva asking them to respond to your complaint here.
We are also having a great deal of difficulty getting paid by Acteva. IT is now the end of January, and we are waiting for funds from October. If anyone has had any success contacting someone in a position of enough power to resolve issues, I would certainly like to know about it. HELP! The service is otherwise good, but I would NOT use them again based on this and I pray we get our funds soon.. before my board of directors blames me.
I would NOT recommend them.
I've sent an additional message to the Acteva TechSoup account, asking him/her to post here to acknowledge these messages have been seen and to contact each of you to find out what's up.
-=-=-=-=-=- Jayne Cravens Author, The LAST Virtual Volunteering Guidebook
So here is the lingering question I have. I need a good event registration service, and I'm trying to go a different route through payment (using my own gateway) to maybe fix these payment issues.
However, if we decided to not use Acteva, where should we go? What event software are others using with success. I really like the ease of use of Acteva for me, especially with signups and registration. With me and my wife basically handling everything for our training and programs, it is a huge burden to do single signups and keep track of that.
I would really appreciate suggestions on products you have used or have experience using that might suit us just as well for event registrations.
I'm "test-driving" Events.org right now. It has an excellent interface, a few features Acteva does not have (but missing the built-in email capability of Acteva). You can handle registrations and donations from the same page, and funds collected are transferred electronically into your bank account weekly. No checks. I did a "test" by creating an event with a minimal registration fee ($15). I registered myself, and gave a $100 donation to my non-profit as two separate transactions. The money was transferred on time, and the net on the registration was $14.38. That amounts to a 4.1% cost for both credit card charges AND registration fees. The donation yielded a net of $96.50, or 3.5% fee. An email is sent for every registration, and a list can be downloaded as an Excel file at any time. The user interface is roughly as complicated as Acteva's, and some of the features are not as intuitive as I would like. The Tech Support has been amazing so far. I've spoken with a real human being each time, and they've opened up my account onscreen and walked me through issues I was having. I good summary of the even registration component is here.
For very small nonprofits like mine, this level of service is perfect. Their fees go up proportionally as the size of the event increases. I'd at least give Events.org a look. Their claim is that you will "Raise more. Keep more. Do more." If you'd like to see what a registration page looks like, here's mine. Hope you can get this all worked out.
I spent a good deal of time looking at systems before we chose Acteva. I had to have email ability, and not use paypal for payment collection (paypal is looking pretty good right now!) It came down to three: Constant Contact, Acteva and Event Bright for us. I think we will go with Constant Contact if my BOD will allow me to try online registrations again after this mess.
At the time we started our event registration, Constant Contact could only do Paypal payments and that was an issue for us, we were using paypal and had some issues with it working all the time so that was a deal breaker. Constant Contact charges one monthly fee per event and now can link to your own merchant account. Plus, they have an email system linked to the program. Event Bright did some creative linking to show our booth spaces and I liked that but I didn't like how their name was so prominent on the system.
The BEST PROGRAM EVER for booth registrations is Map Dynamics. Everyone loves their interactive map and it is easy to use. Been a couple glitches but the guys at Map Dynamics have been responsive and fixed them. We will use Map Dynamics again next year not matter what we do with the rest of the registrations.
Tech Soup had come to the rescue of our company. Acteva has since issued some of our checks; our last check is now outstanding and we are waiting for it. I've switched to eventbrite and found it wayyy better.
I actually.. wait for it... get paid on time! We do the first and 15th with them, and any monies taken in at that point are sent out. EB holds back 5% of the event fees and sends that like 3-4 days after the event is over.
No problems what so ever at this point.
Close this window