Double the Donation Autoresponder emails not being sent

[Kate]

I was on live support with Amanda about this issue for one of my instances. She found that it's hadn't been updated in a year and thought that might be the problem. So I looked at another instance: ORG ID 00DG0000000kuRk. This was last updated in December 17 (it's now current) and auto-responder emails for DTD stopped on 2/22/2021, as nearly as I can tell mid-day, as I had two auto-responder emails that went out that day, and many others that didn't. Example: order #

17480-2102111901047936062

and 17480-2102111951245322009.

The company name is populating in the Matched Giving on the receipt, but the email with the instructions for that company's matching is not going out.

Access Granted. I will check my other instances in the next couple of days. Thanks!

[Kate]

Here is the same problem in another instance. Last auto responder went out on 12/3/19. Order number 17481-2102112350504888224, also on 2/11, and 17481-2102121115491448893 on 2/12 should have triggered an auto-responder. The companies were listed in the receipt, so the 3rd party is connected. Org ID 00DG0000000ky8n. Access granted.

[CnP.Support.AM]

Good day @Kate

We just reviewed both of the instances and don't see the Matching Gift integration and also we don't see the Matching Gift information in the XML's. It looks like you haven't re-establish the connection after the upgrade. Would you please try to re-establish the SF connection as well as the Matching Gift in Connect? Once you re-establish the connection, please navigate to 3rd Party Integration > Salesforce Connection.

[Kate]

I've reconnected with both SF and DTD in all instances referenced here. I do think that DTD is integrated, because the companies are showing up as a link in the patron receipt.

We just received a new patron receipt, order #17479-2104011222155160270 for Organization ID 00DG0000000l0eC. (Access granted.) This is the instance Amanda was looking at, and thought that the apps not being updated might have been the problem. You updated this for me, and the auto-responder email still did not trigger.

[CnP.Support.AM]

Good day @Kate

We reviewed but unable to find the above order number in the following instance: OrgID: 00DG0000000l0eC

However, we reviewed the above order number in Connect portal and noticed that this transaction doesn't have a matching gift:



Would you please share the receipt you are referring to?