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Hi @memphixweb,
Glad you reached out, I’ll need a little more information to get started here. Send along your system information. You can do this by navigating to Donations > Tools > System Info (tab) and clicking the button to “Get System Report” and copy/paste that into your reply here.

Once I have a bit more context, I’ll be able to hop right in. Let me know if you have any questions in the meantime.

WordPress Environment

Home URL: https://memphishealthcenter.org
Site URL: https://memphishealthcenter.org
WP Version: 6.0.3
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ?</img>
Language: en_US
Permalink Structure:
Show on Front: page
Page on Front: HOME (#5)
Page for Posts: Unset
Table Prefix Length: wp_
Table Prefix Length: 3
Table Prefix Status: Acceptable
Admin AJAX: Accessible
Registered Post Statuses: publish, future, draft, pending, private, trash, auto-draft, inherit, request-pending, request-confirmed, request-failed, request-completed, refunded, failed, revoked, cancelled, abandoned, processing, preapproval

Server Environment

Hosting Provider: GoDaddy/Media Temple
TLS Connection: Connection uses TLS 1.3
TLS Connection: Probably Okay
Server Info: Apache
PHP Version: 7.4.33
PHP Post Max Size: 32 MB
PHP Time Limit: 30
PHP Max Input Vars: 1000
PHP Max Upload Size: 32 MB
cURL Version: 7.84.0, OpenSSL/1.1.1p
SUHOSIN Installed: –
MySQL Version: 5.7.40
Default Timezone is UTC: ?</img>
fsockopen/cURL: ?</img>
SoapClient: ?</img>
DOMDocument: ?</img>
gzip: ?</img>
GD Graphics Library: ?</img>
Multibyte String: ?</img>
Remote Post: ?</img>
Remote Get: ?</img>

GiveWP Configuration

GiveWP Version: 2.25.2
GiveWP Cache: Enabled
Database Updates: All DB Updates Completed.
Database Updates: All Database Migrations Completed.
Database Tables: ?</img> wp_give_donors?</img> wp_give_donormeta?</img> wp_give_comments?</img> wp_give_commentmeta?</img> wp_give_sessions?</img> wp_give_formmeta?</img> wp_give_sequential_ordering?</img> wp_give_donationmeta?</img> wp_give_revenue?</img> wp_give_migrations?</img> wp_give_log
GiveWP Cache: Enabled
GiveWP Cache: ?</img>New Donation?</img>Donation Receipt?</img>Donation Processing Receipt?</img>New Offline Donation?</img>Offline Donation Instructions?</img>New User Registration?</img>User Registration Information?</img>Donation Note?</img>Email access
Upgraded From: 2.23.2
Test Mode: Disabled
Currency Code: USD
Currency Position: Before
Decimal Separator: .
Thousands Separator: ,
Success Page: https://memphishealthcenter.org/?page_id=5200
Failure Page: https://memphishealthcenter.org/?page_id=5201
Donation History Page: https://memphishealthcenter.org/?page_id=5202
GiveWP Forms Slug: /donations/
Enabled Payment Gateways: Offline Donation, PayPal Standard
Default Payment Gateway: PayPal Standard
PayPal IPN Notifications: N/A
Donor Email Access: Enabled
Stripe Webhook Notifications: N/A

Active GiveWP Add-ons

Other Active Plugins

Elementor: by Elementor.com – 3.12.1
Elementor Pro: by Elementor.com – 3.12.1
Elfsight Team Showcase CC: by Elfsight – 1.3.1
Genesis Blocks: by StudioPress – 1.5.4
Search & Replace: by Inpsyde GmbH – 3.2.1
Ultimate Addons for Elementor: by Brainstorm Force – 1.36.14
WordPress Importer: by wordpressdotorg – 0.8

Inactive Plugins

Akismet Anti-Spam Spam Protection: by Automattic - Anti Spam Team – 5.1

Active MU Plugins

Force Strong Passwords - WPE Edition: by Jason Cosper – 1.8.0
WordPress automation by Installatron: by –
WP Engine Cache Plugin: by WP Engine – 1.0.10
WP Engine Seamless Login Plugin: by WP Engine – 1.6.0
WP Engine Security Auditor: by wpengine – 1.0.10
WP Engine System: by WP Engine – 5.0.1

Theme

Name: Hello Elementor
Version: 2.5.0
Author URL: https://elementor.com/?utm_source=wp-themes&utm_campaign=author-uri&utm_medium=wp-dash
Child Theme: No – If you're modifying GiveWP on a parent theme you didn't build personally, then we recommend using a child theme. See: How to Create a Child Theme

Hi @memphixweb,
Thanks for sending along that information, I have two things we can start with:

1. Permalinks – We sometimes see issues when permalinks need a refresh. You can do this by navigating to Settings > Permalinks. Switch these to any other structure than what you currently have, and click to save changes. Then, set them to your preferred structure and save again. You can use any permalinks structure you like, but avoid the plain permalinks, those will cause you trouble down the road.

Once that is done, let’s giving caching exclusions a look. WP Engine caches pretty aggressively, and I can see must-use caching plugins in your system information. Those plugins will be a great place to start, and you can send the caching exclusions I’m sharing here to your hosting provider and they can make adjustments at the server level for you.

The fix here is a bit technical, so I’ll include as much detail as possible, but you may need to reach out to your web developer or web support person to implement the recommendations I’ll be talking about below.

If you’re not familiar with caching, it’s a method of saving server resources by storing copies of a page or site, so that the next visitor’s visit doesn’t trigger a call to the server at all, they just get the copy that was saved. Basically instead of the site needing to recreate the page from scratch, it sends up a copy which allows it to load faster.

We put together this deep dive into what caching is and how it can cause problems: https://givewp.com/documentation/resources/caching/

Caching works really well for speeding up sites, but when a saved copy of the site has sensitive information in it (like donor info) it’s important that GiveWP not share that with the next visitor. If GiveWP is not convinced that the browser requesting the data is the correct one, it defaults to not showing the data.

Caching is handled differently on various sites and web hosts. This could mean a caching plugin, or caching could be in a security solution. Hosting providers also have settings for caching at the server level, and they can help make adjustments for you there. Most caching solutions have a setting or section for excluding specific URLs or parts of URLs (called “slugs”) from caching. At the very least, you should exclude the following slugs from caching:

/donations/
/donation-confirmation/
/donor-dashboard/
*any page with a donation form on it

Also, the following query strings (if your caching solution has a setting for them):
give-embed=donor-dashboard
giveDonationFormInIframe=1

Your host or the caching plugin/solution you are using can help with that. Some of them may require what’s called a “wildcard” like /donations/* to capture all subdirectories under the /donations/ folder.

Some folks prefer to customize the URLs to their site pages, so you may find that your URLs don’t have the slugs mentioned above, even though they contain the same content. In cases like those, we recommend whitelisting the page, not just the slug, that way the pages with those essential pieces of information are still excluded from caching. This is especially important for URLs of pages with donation forms on them.

One helpful tip: Check in with your hosting provider. Most hosts have caching at the server level, and they will be able to adjust this for you. You can also temporarily disable caching on the site to confirm that the uncached site isn’t showing the problem.

While fine-tuning cache falls outside the scope of the support we’re able to provide, your success with online donations is our number one priority, and we’re happy to provide any tips.

I know this was quite a bit of information to share. If you have any questions about this let me know, I’m happy to help.

Hi @memphixweb,
It’s been a bit since I’ve heard back, and I know troubleshooting can take a little extra time. I’m marking this as resolved for now, but if you still have questions you can send them along here and I’ll be happy to give things a look. Have a great day!