A donor didn't get their receipt
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.
- 1
Look at the gift
Open the gift (Giving → find it → click it). Look at "Receipt sent": a date and time means it went out; "Not yet" means it didn't. No receipt goes for a "Declined", "Pending" or "Voided" gift.
Find the gift in Giving and open it. - 2
Check the person's receipt choice
Open the person → Edit → "Receipts & automatic mailings" → "Receipts". "Don't send receipts" sends nothing. "Printed & mailed" puts it under Giving → Receipts to mail instead of email.
"Your usual settings" follows your organization's defaults. - 3
Check their email and opt-outs
Is there an email on the person? Is "Do not email" ticked? Either one means no email receipt. For a text receipt: a cell phone, and "Do not text" not ticked.
"Do not email" stops email receipts. - 4
Check your automatic settings
Settings → "Amounts & messages" → "Send automatically": is "Email a receipt for every payment" ticked? Whoever recorded the gift may also have unticked "Email receipt" for that one gift.
The default for every new payment. - 5
Was it Shabbos or Yom Tov?
With the Shabbos guard on, receipts made on Shabbos wait and go out within about 15 minutes after havdalah. "Receipt sent" may already show a time; the email itself arrives after havdalah.
Shows whether it's Shabbos now, or the next candle lighting. - 6
Is email working?
If email can't be sent, messages are only written down ("logged"). Resending a receipt then says "Logged (no email/SMS provider configured yet)". Look at Settings → Email, SMS & WhatsApp → "Email": with "Use Yahiv's email" the note says where emails come from — or, in yellow, that Yahiv's email isn't switched on yet.
The note under the choice says how email goes out. - 7
Did it bounce?
Look at Outreach → "Recent messages" on the right, or the Alerts bell: a failed email shows "Couldn't deliver an email to …" with the reason, often a typo in the address.
Failed messages show the reason in red. - 8
Spam folder
Ask the donor to check spam or promotions. If it happens often, run Settings → Email delivery check.
Missing records send email to spam. - 9
Send it again
On the gift's page press "Email receipt" (or "Text receipt" / "WhatsApp receipt"). This sends even if their receipt choice is different. You can also press "View / print receipt" and send them the PDF yourself.
Tips
- A split payment has one receipt, sent with the first part, for the whole amount.
- A pending bank transfer gets its receipt when it clears.
- Receipts never count toward your contact limits.
If something isn't working
"Donor has no email (or opted out)" when resending.
Add their email or untick "Do not email" on their profile — only if they agreed.
"This person hasn't agreed to WhatsApp".
Tick "OK to WhatsApp" on their profile if they agreed, and make sure there's a cell phone.
Still stuck after all these checks?
Press the help button and ask Yahiv, or write to Yahiv support with what you tried and a screenshot. Nobody minds — that's what support is for.