Appearance
Where to Look First
- Dashboard → Syncs – Filter by status: failed and by source (Givebutter, Square, Mailchimp). Open a row to see the full error message and payload.
- Test connections – Use Dashboard → Settings → Test connections to verify LGL, Givebutter, and Square credentials.
Givebutter
| Issue | Cause | Fix |
|---|---|---|
| Donation not in LGL | Webhook missed, mapping missing, or LGL error | Check Syncs for failed row; fix mapping in Mappings; resync if UI allows. |
| Wrong fund in LGL | Type default or campaign override wrong | Update Mappings (type default or campaign override), then resync or wait for next donation. |
| Duplicate constituent | Same email, different name | Normal; Worker matches by email and adds gift to existing. |
| "Invalid campaign" or mapping error | Campaign not in cache or override missing | Refresh Givebutter campaigns in Mappings; add override for that campaign. |
Square
| Issue | Cause | Fix |
|---|---|---|
| 401 on webhook | Invalid or missing signature | Ask your developer to ensure the Square webhook signature key matches the Square dashboard and the request body is not modified. |
| Order not syncing | State not COMPLETED/OPEN with payment, or idempotent | Check order state in Square; if already synced, use Square Orders → Resync with Force if you need to re-push. |
| No constituent / wrong constituent | No customer on order | Set default constituent in Settings (Square default constituent). |
| Wrong fund | Location or type default wrong | Update Mappings (Square type default or location override). |
| LGL 422 "External Gift ID already exists" | Duplicate sync attempt | Treated as skipped; no action unless you intended a second gift (then use Force resync with care). |
Mailchimp
| Issue | Cause | Fix |
|---|---|---|
| Mailchimp events not in Syncs | Webhook not reaching the system or verification failing | Ask your developer to verify webhook URL in Mailchimp and the webhook secret; check Syncs for failed row. |
| Subscription status not updating in LGL | NOMA Sync does not update LGL from Mailchimp | LGL subscription status is synced by LGL’s built-in Mailchimp integration (nightly). Enable it in LGL: Settings → Integration → Mailchimp. Check Syncs only to confirm NOMA received the webhook (audit). |
| 401/403 on webhook | Secret or API key wrong | Ask your developer to check the Mailchimp webhook secret and API key. |
WordPress event sync and widget
| Issue | Cause | Fix |
|---|---|---|
| No event on site after publishing in Givebutter | WordPress sync not configured or campaign not qualifying | Ask your developer to set WordPress URL and API key in the sync system; ensure campaign is type event, published, and has an event date. Check Syncs for "WordPress event sync failed" or "skipped". |
| 403 on WordPress event sync | API key mismatch | Ask your developer to ensure the API key in WordPress matches the one in the sync system. |
| Registration widget not showing; only fallback link | Widget script or event data missing | Ask your developer to set the Givebutter widget account in WordPress; ensure the event has synced so it has widget/campaign data. See Givebutter event sync. |
LGL and General
| Issue | Cause | Fix |
|---|---|---|
| LGL API timeout or 5xx | LGL temporarily down or rate limit | Retries run automatically; check Syncs for failure; retry later or resync from dashboard. |
| Wrong LGL environment | Sandbox vs production | Switch LGL environment in Settings. |
| Alerts not received | Alert recipients not set or email failing | Set alert recipients in Settings; ask your developer to check system logs if needed. |
Getting More Help
- Syncs detail modal – Open a sync row to see the full error message and payload; that usually points to the fix (e.g. wrong mapping, LGL error).
- Developer logs – If you need deeper debugging (e.g. webhook or API issues), ask your developer to check the system logs.
- Contact – Email Andrew (andrew@21adsmedia.com) for technical support.