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Plugin Error Messaging - "Issue preventing Double the Donation's tool from displaying matching gift forms"

This article explains two common reasons why you might encounter the error message: "Issue preventing Double the Donation's tool from displaying matching gift forms", and how to resolve the issue.

Error Message on the Plugin on Your Website or Hosted Matching Gift Page:

Reason #1: Subscription Expired or Cancelled

Reason #2: Duplicate Account Created

 

Error Message:

When you see the following error message on your website or hosted matching gift page:

"There is an issue preventing Double the Donation's tool from displaying the matching gift forms, guidelines, and instructions that your organization's donors need to submit their match requests. Please contact Double the Donation's support team to resolve this issue."

This issue could be caused by one of two reasons.

Reason #1: Subscription Expired or Cancelled

If your organization’s Double the Donation account has been closed or if the subscription has gone unpaid for an extended period, our matching gift tools will stop working. The error occurs because your account is inactive.

Steps to Resolve:

  • If the account was closed or expired, reactivate it by reaching out to our support team.

  • Contact Support: Email us at support@doublethedonation.com to reinstate your account and continue providing matching gift resources to your donors.

Reason #2: Duplicate Account Created

A duplicate Double the Donation account might have been created, resulting in the use of the wrong API key for the plugin. This could happen if:

  • A previous account was closed, and a new one was opened with a different API key.

  • The plugin is still using the old API key, causing the error message to appear.

Steps to Resolve:

  1. Reach out to Support: Contact support@doublethedonation.com and let us know that a duplicate account was created.

  2. Correct API Key: We will work with you to ensure that the correct API key is used in your plugin and resolve the duplicate account issue.

Additional Information