Common Issues and Solutions
Updated 2 weeks ago
Use the guide that matches the issue you are working on. Each guide includes the relevant steps and checks.
A donor cannot sign in
See Donor Portal Login for sign-in links, email sign-in, and checks when a donor cannot access their portal.
An import fails validation or records are missing
See How do I import data into my account? for file preparation, field mapping, validation results, and checking batch progress after submission.
Photos or documents do not match the intended records
Use How do I import recipient photos? to check photo filenames, matching fields, and validation errors. For document mapping and file permissions, see How do I bulk upload files?
A donor needs to replace their payment method
Follow Update your payment method in the donor portal to open the correct form, complete any required verification, and check which commitments the change affects.
A gift or record is not syncing with QuickBooks
See Troubleshoot QuickBooks synchronization for connection status, program settings, mapping checks, sync history, and historical-sync guidance.
If the guide does not resolve the issue, contact Gratona support with the relevant details and the message you are seeing.