Error when attempting to process a temporary contact

[lmccann16]

I have tried both creating a new contact and linking a temporary contact to an existing record, but neither method works. I can't process this transaction. Attached is an image of the error.

[CnP.Support.AM]

Good day @lmccann16

Would you please share the order number as well as the contact you would like to merge with?

Also, we noticed that you are versions behind, if you allow us we will upgrade your instance with latest versions while reviewing the issue.

Release notes:

Library v5.1710020002
Release notes: https://cnp.mn/51710020002

PaaS v9.1711120009
Release notes: https://cnp.mn/91711120009

Event v5.1711040014
Release notes: http://cnp.mn/51711040014

Looking forward to hearing back from you.

[lmccann16]

Contact: Kathryn Nash
Is order number the same as the reference ID? The reference ID is 37807-1712110945517924148.

[lmccann16]

Please feel free to upload our instance!

[CnP.Support.AM]

Good day @lmccann16

We have upgraded your Salesforce instance as requested.

It is highly recommended that you login to the Connect & re-establish the connection. You may see that your account is already connected but this does not mean the new information has posted to Salesforce.

To establish connection please see the following KB article: https://support.clickandpledge.com/s...ion#Salesforce

Release notes:

Library v5.1710020002
Release notes: https://cnp.mn/51710020002

PaaS 9.1712130006:
Release notes: http://cnp.mn/91712130006

Event 5.1712040018:
Release notes: http://cnp.mn/51712040018

Regarding the issue with temp contact, we reviewed and found that there are TWO contacts with the same name. If you please share the ContactID to which you would like to merge with so that we can proceed further.




Looking forward to hearing back from you.

[lmccann16]

Ok, thank you. We'd like this donation to be associated with the contact whose ID is 003A0000021LF86.

We've also had this issue with Todd Smith (ID:003A0000021MJhK) and Ekaterina Gurka (ID: 003A0000021g4kf). How can we 1. avoid this in the future and 2. Fix the problem if it cannot be avoided? I'm just not sure why this is happening.

[CnP.Support.AM]

Good day @lmccann16

We reviewed and identified the issue. The root cause of the issue is the Custom Question mapping. We noticed that you have lookup field for "On behalf of". Since it is lookup field, you will need to define all the company names in the "Replace text with**":

Example:



You will need to add the mapping for all the company names which patron going to input, of course, which seems to be not possible since you have a text field for the company in the donation page.

In order to resolve the issue, you will need either do the mapping for all the company names or use a text field instead of lookup for mapping.

Hope that helps. Please check and let us know if we can be of any further assistance.

[lmccann16]

Perfect! We went in and made some changes. Everything seems correct now. Thank you!