Tracking Troubleshooting

Sometimes the security settings on your computer can prevent our system from tracking your donations, or cause problems when logging into or using the easyfundraising site. So, checking the settings on your computer is important to ensure that our system can track your donations successfully.

Our Settings Checker and Help Topics can help you identify any incorrect settings on your computer. Correcting these should enable you to begin raising funds quickly and easily. For more information on system security please refer to the help pages of your browser software.

Please click each of the tabs below to try and fix your problems.

Please select a help topic from the list:


Make sure your browser has Cookies enabled


Cookies are small parcels of text stored by your browser. These parcels are used by retailers to identify your purchase, ensuring donations are correctly applied to your easyfundraising account.

Select your software application for instructions:

Enabling Cookies in AOL 7.0 / AOL 8.0 (with Internet Explorer 6)

  • Go to the AOL Toolbar and select "Settings"
  • Select "Preferences" and then "Internet Properties (WWW)"
  • Go to the "Privacy" tab and click "Advanced"
  • Untick the box labelled "Override Automatic Cookie Handling"
  • Click "OK" on all opened panels to save these settings
  • Close all open browsers to make sure these settings are applied

Enabling Cookies in AOL 9.0

  • Go to the AOL Toolbar and select "Settings"
  • Click "Internet [Web] Options"
  • Click "Use your Internet Explorer Settings"
  • Click on the "Privacy" tab
  • Move the slider to "Medium"
  • Click "OK" on all opened panels to save these settings
  • Close all open browsers to make sure these settings are applied

Enabling Cookies in Microsoft Internet Explorer 6 & 7

  • Open the "Tools" menu and select "Internet Options..."
  • Go to the "Privacy" Tab
  • Move the slider to the middle so it reads "Medium" (shown below)
  • Click the "Advanced" button
  • Make sure the tickbox labelled "Override automatic cookie handling" is not ticked
  • Click "OK" on all opened panels to save these settings
  • Close all open browsers to make sure these settings are applied

Enabling Cookies in Mozilla Firefox

  • Open the "Tools" menu and select "Options..."
  • Click the "Privacy" icon
  • Make sure the tickbox labelled "Accept cookies from sites" is ticked (shown below)
  • Clear existing cookies by clicking the "Show Cookies..." button
  • Click "Remove All Cookies" and click "Close"
  • Click the "OK" button to save these settings
  • Close all open browsers to make sure these settings are applied

Enabling Cookies in Netscape Navigator

  • Open the "Edit" menu and select "Preferences..."
  • Click on the small arrow to the left of "Privacy & Security" from the Category menu and click "Cookies"
  • Click on the radio button labelled "Enable cookies based on privacy settings" and then click "View"
  • The "Privacy Settings" panel is now shown. Click on the radio button labelled "medium" and click OK
  • Click "OK" on all opened panels to save these settings
  • Close all open browsers to make sure these settings are applied

Enabling Cookies in Opera

  • Open the "Tools" menu and select "Preferences..."
  • Click on the "Advanced" tab and click "Cookies" from the menu to the left
  • Make sure the box labelled "Navigator" is ticked, then tick all boxes under "Allow webpages to:"
  • Click the "OK" button to save these settings
  • Close all open browsers to make sure these settings are applied

Help for other software

If help is not listed for your software, please refer to your software provider's documentation.

Make sure your browser has Javascript enabled


Similarly to cookies, Javascript is sometimes used by retailers for sale identification purposes to ensure your donations are correctly applied.

Select your software application for instructions:

Enabling Javascript in AOL 7.0 / AOL 8.0 (with Internet Explorer 6)

  • Go to the AOL Toolbar and select "Settings"
  • Select "Preferences" and then "Internet Properties (WWW)"
  • Go to the "Security" tab
  • Click "Internet" and then "Custom Level"
  • Under "Security Settings" scroll to "Active Scripting" and click to set to Enable
  • Click "OK" on all opened panels to save these settings
  • Close all open browsers to make sure these settings are applied

Enabling Javascript in AOL 9.0

  • Go to the AOL Toolbar and select "Settings"
  • Click "Internet [Web] Options"
  • Click "Use your Internet Explorer Settings"
  • Click on the "Security" tab
  • Click on the "Custom Level" button
  • Scroll to the "Scripting" section
  • Under "Active Scripting" click to Enable
  • Click "OK" on all opened panels to save these settings
  • Close all open browsers to make sure these settings are applied

Enabling Javascript in Microsoft Internet Explorer 6 & 7

  • Open the "Tools" menu and select "Internet Options..."
  • Go to the "Security" Tab
  • Click the "Default Level" button if it is not greyed out
  • Click the "Custom level..." button
  • Scroll through the settings to reveal "Active Scripting" (shown below)
  • Make sure "Active Scripting" is set to "Enable"
  • Click "OK" on all open panels
  • Close all open browsers to make sure these settings are applied

Enabling Javascript in Mozilla Firefox

  • Open the "Tools menu and select "Options..."
  • Click on the "Content" icon
  • Make sure the tickbox labelled "Load Images Automatically" is ticked
  • Make sure the tickbox labelled "Enable JavaScript" is ticked (shown below)
  • Click "OK" to save these settings
  • Close all open browsers to make sure these settings are applied

Enabling Javascript in Netscape Navigator

  • Open the "Edit" menu and select "Preferences..."
  • Click on the small arrow to the left of "Advanced" from the Category menu and click "Scripts & Plugins"
  • Make sure the box labelled "Navigator" is ticked, then tick all boxes under "Allow webpages to:"
  • Click the "OK" button to save these settings
  • Close all open browsers to make sure these settings are applied

Enabling Javascript in Opera

  • Open the "Tools" menu and select "Preferences..."
  • Click on the "Advanced" tab and click "Content" from the menu to the left
  • Make sure the box labelled "Enable JavaScript" is ticked
  • Click the "OK" button to save these settings
  • Close all open browsers to make sure these settings are applied

Help for other software

If help is not listed for your software, please refer to your software provider's documentation.

Does your computer use security software that blocks advertisements, cookies or javascript?


Some security software protects your privacy by blocking advertisements and cookies. This can prevent your donations being tracked with some retailer websites.

Cookie and advert blocking must be disabled for your donations to be tracked correctly.

Select your software application for instructions:

Changing Kaspersky Internet Security's Advert Blocking Settings

  • Right click on the Kaspersky icon located on the taskbar and click "Settings..."
  • Under "Protection" select "Content Filtering"
  • Untick the box labelled "Enable Banner Ad Blocker"
  • Press the "OK" button
  • Restart your computer to make sure the settings have been applied

Changing Kaspersky Internet Security's Advert Blocking Settings

  • Right click on the Kaspersky icon located on the taskbar and click "Settings..."
  • Under "Protection" select "Firewall"
  • Untick the box labelled "Enable Anti Banner"
  • Press the "OK" button
  • Restart your computer to make sure the settings have been applied

Disabling Advert Blocking in McAffee Internet Security

There are many different versions of McAffee Internet Security, so the instructions below may differ slightly from the version you have.
Please refer to McAffee's online technical support by clicking here.

Disabling Privacy Service:

  • Right click on the McAfee icon on your taskbar and select the "Privacy Service".
  • Click "Privacy Service"
  • Click "Disable"
  • If promoted, enter your Administrator password
  • Click OK
  • Restart your computer to make sure the settings have been applied

Disabling Script Scanning in McAffee SecurityCentre 8.0

There are many different versions of McAffee Software, so the instructions below may differ slightly from the version you have.
Please refer to McAffee's online technical support by clicking here.

Disabling Script Scan:

  • Right click on the McAfee icon on your taskbar and select the "Open SecurityCenter"
  • The SecurityCenter panel will be displayed at the Home section
  • Click "Computer & Files" and then "Configure"
  • Scroll to "Script scanning is enabled"
  • Scroll to "Script scanning is enabled" and select the radio button labelled "Off"
  • Close McAfee SecurityCentre
  • Close all open browsers to make sure these settings are applied

Changing Norton Internet Security's Advert Blocking Settings

  • Double click the Norton Internet Security icon on your taskbar to open the settings panel (shown below)
  • Click on "Ad-Blocking" and select "Turn Off" from the right hand menu
  • Close the settings panel
  • Restart your computer to make sure the settings have been applied

Changing Zone Alarm Pro's settings

No action is required for the free version of Zone Alarm as it does not contain any Cookie or Advert Blocking features.

  • Double click the Zone Alarm icon on your task bar to open the settings panel
  • Open the "Privacy" area
  • Move the sliders to the "Off" position to disable "Cookie Control" and "Ad Blocking"
  • Restart your computer to make sure the settings have been applied

Help for other software

If help is not listed for your software, please refer to your software provider's documentation.

Have you cleared your existing tracking cookies?


If other tracking cookies exist on your computer, your donations may not be tracked with easyfundraising. This can be solved by clearing your cookies prior to visiting easyfundraising.

If you do not wish to clear your cookies, one solution is to use a stand-alone browser to shop with easyfundraising. Firefox is one example of a stand-alone browser. Click here to download Mozilla Firefox.

Select your software application for instructions:

Clearing your cookies in Microsoft Internet Explorer

  • Open the "Tools" menu and select "Options..."
  • In Internet Explorer 6 click "Delete Cookies..." and then "OK" (shown below)
  • In Internet Explorer 7 locate the "Browsing History" area and click "Delete".
    Click "Delete Cookies..." and click "Yes" (shown below)
  • Click the "OK" button to save these settings

Clearing your cookies in Mozilla Firefox

  • Open the "Tools" menu and select "Options..."
  • Click the "Privacy" icon (shown below)
  • Clear existing cookies by clicking the "Show Cookies..." button
  • Click "Remove All Cookies" and click "Close"
  • Click the "OK" button to save these settings

Help for other software

If help is not listed for your software, please refer to your software provider's documentation.

I receive a blank page when visiting a retailer and I use Kaspersky Internet Security


Kaspersky Internet Security's advert blocking features can block some websites which are used to track your donations.

These features must be turned off whilst using easyfundraising.

Select your software application for instructions:

Changing Kaspersky Internet Security''s Advert Blocking Settings

  • Right click on the Kaspersky icon located on the taskbar and click "Settings..."
  • Under "Protection" select "Content Filtering"
  • Untick the box labelled "Enable Banner Ad Blocker"
  • Press the "OK" button
  • Restart your computer to make sure the settings have been applied

Changing Kaspersky Internet Security's Advert Blocking Settings

  • Right click on the Kaspersky icon located on the taskbar and click "Settings..."
  • Under "Protection" select "Firewall"
  • Untick the box labelled "Enable Anti Banner"
  • Press the "OK" button
  • Restart your computer to make sure the settings have been applied

Help for other software

If help is not listed for your software, please refer to your software provider's documentation.

I receive a blank page when visiting a retailer, am I using a phishing filter


Phishing filters can sometimes block websites that are used when tracking your donations with retailers.

If you receive a blank white page when trying to visit a retailer website from easyfundraising, this may be the cause.

It can sometimes be resolved by switching off your browser's phishing filter whilst using easyfundraising.

Select your software application for instructions:

Turning off Internet Explorer's Phishing Filter

Internet Explorer versions below 7 do not include the Phishing Filter, so these instructions only apply to versions 7 and above.

  • Open the "Tools" menu
  • Select "Phishing Filter" and click "Turn Off Automatic Website Checking..." (shown below)
  • Click "OK"
  • Close all open browsers to make sure these settings are applied

Turning off Mozilla Firefox's Phishing Filter

  • Open the "Tools" menu and select "Options..."
  • Click the "Security" icon
  • Untick the tickbox labelled "Tell me if the site I'm visiting is a suspected forgery" (shown below)
  • Close all open browsers to make sure these settings are applied

Help for other software

If help is not listed for your software, please refer to your software provider's documentation.

Checking the settings on your computer is important to ensure that our system can track your donations successfully. For more information on system security please refer to the help pages of your browser software.

If you've tried everything on this page and are still experiencing problems, please feel free to contact us

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