Fixing problems

Go through these checks in order — almost every missing receipt is one of them: the person's receipt choice, no email on file, an opt-out, Shabbos, email not connected, or the email bounced or went to spam.

When texts don't arrive, it's usually one of six things: the person opted out (or replied STOP), no cell phone, your contact limit, Shabbos, texting isn't set up, or a STOP block on the shared number.

"Logged" means Yahiv wrote the message down but had no email or text service to send it through. Nothing reached the person.

Outreach only understands some filters. If a filter didn't carry over, the audience falls back to a bigger group. Here's how to check before sending — and what to do after.

A declined card means the bank said no — no money was taken. Here's how to find out why and what to do next.

"Pending" means the processor hasn't finished yet. Bank transfers (ACH) take a few days. A card gift stuck on Pending may need a check.

"Refund in progress" means a refund was asked for and isn't finished yet. The amount is held so nobody can refund it twice.

If someone doesn't come up in search, they may be spelled differently, removed, combined into another record — or your login only sees part of the data.

Pages disappear for four reasons: the person's role, their permissions, a feature turned off for the organization, or the subscription being view-only.

A gift can be locked because its month is closed, the change needs a second person's approval, your login can't record or only sees its own results, or it's a card gift whose amount can't be edited.

A balance that looks off is usually explained by one of these: fees the donor added, a payment not linked to the pledge, a split payment, a shared pledge, a refund or bounce, or a payment still pending.

Reminders stop by themselves once a pledge is paid. If one went anyway, the payment usually wasn't on that pledge yet when the reminder was sent.

Zelle payments are recorded when your bank's "you received money" email reaches your Yahiv Zelle inbox. If one is missing, check the inbox, the bank setting and the refused mail.

Scanned checks wait on Giving → Scan checks until someone presses Record. Here's what to do when a check won't go through.

Some rows are left out on purpose (declined and voided gifts, stopped recurring gifts, refund lines) and some because something was missing. The import's page lists each problem by row.

If the same person now appears twice, combine the two records. All gifts, pledges and messages move to the one you keep.

Your plan can include a set number of people and team logins. When you reach it, adding more people or inviting more team members stops — donations from the public always still come in.

A red "View only" bar means your Yahiv subscription isn't active — the trial ended, a payment failed, or the plan was cancelled. Everything can be seen and downloaded, donations still come in, but changes are paused.

Sign-in problems are usually a forgotten password, a temporary lock after wrong tries, or a 2-step code from a phone whose clock is off.

The campaign-night big screen checks for new gifts every few seconds. If the total doesn't move, check the internet, the link's settings and what counts.

Zmanim on the shul screen come from your location, candle-lighting minutes and time zone. If they're off, one of those is set wrong.

The giving page shows a Shabbos note when you chose to close it on Shabbos and Yom Tov, and a "not available" note when the account is turned off.

When the bank feed stops, its status changes to "needs a look" with a reason. Usually the bank wants you to sign in again.

QuickBooks connections need renewing from time to time. When posting stops with "expired", "401" or "403", reconnect — nothing is posted twice.

If pages take long to open, check your own connection first, then let an admin run the Speed check — it shows whether Yahiv's server and its database are far apart.

Automations only act on things that happen after they're turned on, and only when every condition matches. Go through this list.

Years follow your organization's time zone. If it's set wrong, a gift late on December 31 can land in the next year. One list also counts by calendar date without your time zone.

Hebrew shows as boxes when the program opening the file is missing a Hebrew font, and as gibberish (like שלו×) when Excel opens a CSV file the wrong way.

Inboxes send email to spam when your domain can't prove the email is really from you, when it's sent "from" a free address, or when it looks like a mass mailing.

Donors sign in to the portal with a 6-digit code sent to their email or cell. If it doesn't come, the email or phone they typed may not be on their record, or one of these limits applies.

Face ID / fingerprint sign-in is offered only after signing in once with a code, on a phone that has it, and only on that phone and browser.

On the phone giving line, callers type their card on the keypad. If it didn't work, it's usually a typing mistake, a declined card, card entry not set up, or the line closed for Shabbos.

Yahiv is built so one payment of a recurring gift can never be charged twice. When a donor thinks it was, it's almost always two different recurring gifts, a retry after a decline, or a pending charge that the bank shows for a day.