Neon CRM integration: common issues and solutions

Integrations

If you’re experiencing syncing problems or data mismatches with your Neon integrations, this guide will help you identify the cause and fix the issue. Below, you’ll find solutions for common errors such as duplicate records, campaign mapping issues, and API connection failures.

1. Recurring donations syncing as one-time donations

Issue: Recurring donations are synced to Neon CRM as individual one-time donations.

Solution: This is a known limitation of the current integration. To manage this, consider creating a custom field in Neon CRM to flag donations that are part of a recurring plan. You can map donation: is recurring, donation: frequency, and donation: recurring id to a custom field to mark donations that are part of a recurring plan.

2. Duplicate entries in Neon CRM

Issue: The integration creates duplicate entries in Neon CRM for existing supporters.

Solution: This issue often stems from incorrect supporter matching settings. To resolve it:

Check the "Match account" setting in the Neon CRM integration general settings.
Set it to "By email" for the most accurate matching.
Ensure that the email in the personal information section of the donation matches the email of the existing contact in Neon CRM.

3. Campaign mapping issues

Issue: Donations are not associating with the correct campaigns in Neon CRM.

Solution: This is typically due to mismatched campaign names or codes. To resolve:

Review your campaign mapping rules in the Fundraise Up integration settings.
Ensure Fundraise Up campaign names or codes exactly match those in Neon CRM.
Consider using Campaign Code in Fundraise Up to match Neon CRM campaign names if they differ.

4. "tender.Type error" when syncing

Issue: Sync fails with a "tender.Type error" message.

Solution: This error occurs when the required tender type is not enabled in Neon CRM. To resolve:

In Neon CRM, ensure the "Credit Card (Offline - No Charge)" tender type is enabled.
After enabling, attempt to resync the failed donations.

5. "Unexpected system error occurred" during sync

Issue: Sync fails with the message "Unexpected system error occurred" or "Response code 500".

Solution: This error indicates a temporary issue with Neon CRM's API. To resolve:

Wait for a short period (15-30 minutes) and attempt the sync again.
If the issue persists, check Neon CRM's system status for any reported outages.