General Integration and API Questions
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      Troubleshooting Integration Issues

      This article provides troubleshooting steps for resolving issues related to the Double the Donation Matching integration.

      1: Confirm the Integration has been Configured Correctly

      2: Confirm Correct User Permissions

      3: Reset the Integration

      FAQs

      Common Integration Issues

      Double the Donation Matching integrates with over 90 different donation platforms. Occasionally, users may encounter issues such as missing donation records or integration error messages. If you experience these problems, follow the steps below to troubleshoot the issue. If the issue persists, please contact support@doublethedonation.com.

      1. Confirm the Integration has been Configured Correctly

      Common Cause of Issues

      The most frequent cause of integration issues is incorrect configuration during setup. To ensure that your integration is configured correctly:

      1. Locate the Integration Guide: Access the integration guide specific to your donation platform.

      2. Review Setup Steps: Go through each step in the guide to confirm the integration is implemented as instructed.

      3. Integration FAQs: Many guides also have FAQs that provide troubleshooting tips for common issues specific to that integration.

      2. Confirm Correct User Permissions

      Admin-Level Access Requirement

      For most integrations, the user enabling the integration must have Admin-level permissions in the donation platform. Without the correct user access, the integration may not activate properly.

      Examples of Platforms Requiring Admin Access

      • Salesforce

      • Raiser's Edge NXT

      • Neon CRM

      3. Reset the Integration

      If donation records stop flowing into your Double the Donation account or you encounter an integration error message, resetting the integration often resolves the issue.

      Error Message Example

      When an error occurs, you may see a message like:
      "There appears to be a problem with your Salesforce integration."

      This message indicates that the integration needs to be reconnected.

      Steps to Reset the Integration

      1. Navigate to: Integrations → Manage → Remove Integration.


      2. Reconfigure: After removing the integration, go to Integrations → Browse, search for your donation platform, and select Activate Integration to reconnect it.

      Important Note: Before resetting, it is recommended to take a screenshot of your current settings, especially if custom field mappings or exclusions are configured. This will allow you to restore settings after the reset if necessary.

      FAQs

      Q: I received an email that says donation records have not entered my account in the last 15 days. What should I do?

      • Check the Date: If it's been more than 15 days since a donation record entered your Double the Donation account, you may receive a notification.

      • Review Donation Table: Navigate to the Donations table and check the most recent donation record. If the date matches your internal records, you can disregard the message.

      • No Donations: If new donations are missing, follow the troubleshooting steps outlined above.