Carol felt responsible.
As CEO of Sight Concern, a local sight loss charity in Bedfordshire, she felt she had accidentally created a big problem for her elderly service users.
"I knew that personally as CEO, by twiddling and fiddling with our location settings, I'd caused elderly people to be very upset. I'd really caused their week to be ruined," she explains.
The problem? Google Maps was sending vulnerable people to the wrong address for their vital appointments.
Sight Concern had moved offices, but their Google Maps listing still had the old address. So their service users were spending their own money on taxis, traveling to the old office location, only to find it shut. Often with no mobile phones and limited mobility, they were left stranded and distressed.
"That's not what should happen when someone is coming to us for help," Carol says. "We're meant to make their lives easier, not harder."
Running a small charity with 13 part-time staff meant Carol wore many hats - from CEO to impromptu plumber. But this technical challenge was beyond her expertise.
"We don't have a comms person. We don't have an IT person. We don't have a marketing person," she explains. "As a small charity, you rely on external support anywhere you can get it."
That's when Carol turned to Digital Candle.
She knew about the service, and entered the details of her issue into our online form.
We introduced her to Steve, a Digital Candle volunteer expert. He quickly identified the root cause - Carol was logged into the wrong admin account, a common problem when charities rely on volunteers to set up their digital presence.
"It took a couple of goes because it took a while to understand that I was asking the wrong question," Carol recalls. "I was saying 'how do I change this to have opening hours and the correct location?' but actually I just needed to log in with the right ID."
The impact was immediate. No more elderly people preparing for a week, arranging expensive taxis, only to end up at the wrong location. No more distressed phone calls from lost service users. No more confusion about whether the charity was still operating.
For Carol, it was more than just a technical fix - it was emotional relief.
"It felt like a weight off my shoulders," she says.
"My technical meddling in marketing and social media was solved now, and people were going to get the service that they needed."
The experience highlighted a wider issue in the charity sector - the gap between IT support (which mostly covers hardware) and marketing support (which often excludes social media and online maps).
Digital Candle bridges this gap, providing expert help exactly where it's needed.
"I would never have made the connection with Steve without Digital Candle," Carol reflects. "There are no barriers put in place for us accessing help."
Today, Sight Concern continues to serve over 2,500 people with sight loss in Bedfordshire each year. And thanks to Digital Candle, they can find their way to the right location when they need support.
As Carol puts it: "That's what really matters - making sure people can access the help they need, when they need it."