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Donations not getting into Salesforce.. how can I troubleshoot?

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  • Donations not getting into Salesforce.. how can I troubleshoot?

    Hi, donations have stopped showing up in Salesforce, while previously they had. How can I go about figuring out what the issue is?

    Thanks.

    - Evan

  • #2
    Hi, can anyone at C&P offer some support on this? It's been a week and I haven't heard anything from anyone.

    How can I troubleshoot a connection with Salesforce that was working but now has stopped?

    Thanks.

    Evan

    Comment


    • #3
      Good day Evan,

      What is your organization's name? We need to look it up and see what the problem is.

      in 99.9% of all cases the following are the reasons for failed connection:
      1. Change in Token: When a password expires and is reset the token also changes. The UserID, Password, and token are required for a connection to work. If any one of these values is not correct the connection will fail.
      2. Expired account: Organizations apply for a 30 day trial account and set the account but never complete the application with Salesforce to get a permanent license. Once the license expires the API connection fails.

      To check the connection please check the following article:
      Please let us know if you manage to resolve the problem. If you are still having problem please let us know your organization name so one of our support engineers can call you.
      Regards,
      Click & Pledge Support Department

      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

      Join us @ the educational webinars: https://clickandpledge.com/webinars/
      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
      Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

      Comment


      • #4
        Hi,

        OK, I did update the Salesforce setting in the C&P control panel, and didn't get an error, so I don't think it's a change in token.

        The organization's name is RefugePoint, though you may still have it listed as Mapendo International, as that was the name of the organization when we signed up.

        Thanks.

        - Evan McDaniel

        Comment


        • #5
          Evan,

          I just spoke with our support department and I was told that they had emailed you about this issue 2 weeks ago. They have also tried calling you but apparently you don't have a direct line with the organization.

          Here is the situation:

          You have 50,000+ records and the query limit has reached with Salesforce. This issue will be resolved in Release 4.0 but we have an interim fix that we can apply to your account that will fix this. This patch is included in Release 4.0

          For us to fix this we need to have you create a UserID which was sent to you earlier. Please create that UserID & give us admin right for a day and we will update your account to resolve this issue.

          If you wish to have us contact you please email us your contact info: [email protected]
          Regards,
          Click & Pledge Support Department

          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

          Join us @ the educational webinars: https://clickandpledge.com/webinars/
          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
          Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

          Comment


          • #6
            Hi, I apologize for the delay. For some reason, I wasn't getting the emails from you. In any case, we are again using the Click & Pledge form now that we have AMEX support setup, and so are going to need to address this issue again.

            Could someone please provide the provide detailed instructions for how I can fix this issue?

            Thanks,

            - Evan McDaniel

            Comment


            • #7
              Evan,

              We have responded to you several times and have emailed you regarding this. To move this forward PLEASE PLEASE PLEASE email support with your phone number and a time when we can call you. We need to review your system and show you how to move forward.

              I am personally waiting to hear from you in our support. Once we have the email and the phone number we will call you to resolve the issue.
              Regards,
              Click & Pledge Support Department

              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

              Join us @ the educational webinars: https://clickandpledge.com/webinars/
              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

              Comment

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