This article provides troubleshooting suggestions for users who encounter an issue with their 360MatchPro integration.
#1: Confirm the Integration has been Configured Correctly
#2: Confirm Correct User Permissions
360MatchPro integrates with 90+ different donation platforms! You can learn more about our integrations here.
Occasionally, organizations may encounter issues with their integrations, such as no donation flow into their 360MatchPro accounts or an integration error message.
If you are encountering an integration issue, please refer to the guidance below. If the issue persists after completing all of the suggested actions, please contact our support team at support@doublethedonation.com.
#1: Confirm the Integration has been Configured Correctly
The most common cause of integration issues is incorrect integration implementation. To ensure you have configured your integration correctly, locate the integration guide for your donation platform here and review all of the steps in the guide.
Many of our integration guides also contain FAQs to address common questions or issues that may arise with the integration. Refer to the FAQs for integration-specific troubleshooting suggestions.
#2: Confirm Correct User Permissions
For most integrations, the user who enables the integration needs to have Admin-level permissions within the donation platform. If you are running into issues with enabling your integration, please ensure you have the correct user access within the platform.
Here are a few examples of platforms where you need to be an Admin in order to activate the integration:
- Salesforce
- Raiser's Edge NXT
- Neon CRM
#3: Reset the Integration
If you notice that donation records have stopped flowing into your account or you have encountered an integration error message, we highly recommend resetting the integration.
Here's how an integration error message may appear in your account:
Integration errors often arise when the individual who set up the integration has left the organization. In these cases, the integration will need to be re-connected by a current user to resume data flow.
To reset most integrations, you can navigate to Integrations --> Manage --> Remove Integration:
With some integrations, you can configure custom field mapping and inclusions and exclusions. These custom settings are typically saved when integrations are reset, but, out of an abundance of caution, we highly recommend taking a screenshot of your current settings before resetting the integration.
Then, you can navigate to Integrations --> Browse --> Search for your donation platform --> Activate Integration to reconnect the integration:
FAQs:
Q: I received an email that says donation records have not entered my account in the last 15 days. What should I do?
A: If it's been more than 15 days since a donation record entered your 360MatchPro account, you'll likely receive an email notification. This notification is designed to ensure your integrations are functioning as intended and that donation flow has not been interrupted.
When you receive this email, navigate to the Donations table and review the most recent donation record to enter your 360MatchPro account. If the date of the donation aligns with your internal records, you can disregard the message. However, if you've received donations since that date and they have not entered 360MatchPro, refer to the steps above to troubleshoot the issue. If you are unable to resolve the issue, contact our support team at support@doublethedonation.com.