A reminder went to someone who already paid
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.
- 1
When was the payment recorded?
Open the person and compare the payment's recorded time with the reminder's time (their messages). A check entered the day after the reminder explains it.
Open the person to see payments and messages. - 2
Is the payment linked to the pledge?
Open the gift. If "Applied toward commitment" is empty, the pledge still looks open. Choose the pledge and save.
- 3
Recorded on a spouse or other record?
If the check was recorded on the spouse, it doesn't pay this person's pledge. Make it a shared pledge, or move the gift ("Belongs to" under "Fix a mistake").
- 4
Pending or fee-covered
A pending bank transfer doesn't count yet. A fee the donor covered doesn't count toward the pledge, which can leave a small balance.
- 5
Which reminder was it?
A reminder plan (Settings → Collecting & reminders), an automatic monthly "Bill for open commitments" set on the person, a bulk message from Outreach, or one someone sent by hand. Bulk messages with {{open_balance}} use the balance at the moment of sending.
Reminder plans stop once the pledge is paid. - 6
Fix and reply
Fix the link, then send the person a short apology. Reminders that were waiting for after Shabbos are checked again before they go — a paid pledge is skipped then.
Send a short apology if needed.
Tips
- Reminder plans also stop when the pledge is marked Payment plan, Disputed, Paused or Written off.
- Enter checks the day they arrive to avoid this.
If something isn't working
It keeps happening to the same family.
Their payments are probably recorded on the spouse. Make the pledge shared ("Pay it down together").
The monthly bill still goes.
Check the person's "Bill for open commitments" setting and whether a pledge is still open.
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.