Neon CRM integration: common issues and solutions
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.