Common support questions

No. Add Donation creates a donation record only — it does not set up a future charge or a recurring payment. To set up a recurring sponsorship payment, use the sponsorship or commitment flow instead of Add Donation. For payment gateway setup, see Payment Gateways and Stripe Setup.

Failed card charges happen when a card is declined, expired, or has insufficient funds. If the failure involves a bank account (ACH) connection rather than a card, a Stripe update may have affected legacy bank account connections. Review the payment method on the donor record and the connected Stripe account from Organization settings > Payment gateways. For Stripe connection details, see Stripe Setup.

If a donor's bank account payment method has not been verified after the initial setup, select the US bank account option on the payment method to resend the verification request. For payment gateway configuration, see Payment Gateways.

Gratona supports Stripe, PayPal, Flutterwave, QPayPro, and Authorize.net. You can use one credit card payment gateway at a time, with PayPal available alongside a supported credit card gateway. PayPal requires the account's base currency to be supported by PayPal. Configure payment gateways from Organization settings > Payment gateways. For the full list and setup, see Payment Gateways.

Yes. Gratona supports importing recipients, donors, sponsorship relationships, payments, and photos via CSV files. You can also connect supported CRM integrations (HubSpot, Salesforce, Bloomerang) through Connected Apps for ongoing sync. For the complete import process, see How do I import data into my account?. For integration-based sync, see Connected Apps.

Imports use CSV files saved as UTF-8 with comma delimiters. Files must be under 10 MB, and the first row must contain column headers. The required import order is: recipients first, then donors, then sponsorship relationships, then payments. For field-by-field requirements and sample templates, see How do I import data into my account?.

Whether stored payment methods (such as card tokens) transfer during migration depends on the source system and payment processor. Gratona's team handles complex migrations and can confirm what transfers from your specific system. For importing historical payment records without stored payment methods, use the payment CSV import described in How do I import data into my account?. For migration-specific questions, contact Gratona support.

Your permission set controls which pages and features you can access. Check that your role includes the needed permission and that the feature is enabled for your organization. If the permission looks correct but the page still does not appear, sign out and sign back in to refresh your access. For permission configuration, see Permissions and Access Control.

Your role must have the sponsorship management permission to add sponsorships. The Archive option for sponsorships only appears after you select one or more sponsorships in the Sponsorships table. Permission sets are managed from the Permission Sets tab under Admin & Permissions. For the full permissions guide, see Permissions and Access Control.

If a permission change is not showing up, sign out of Gratona and sign back in. This refreshes your access and applies the updated permission set. If the issue persists, ask an organization admin to verify the permission set configuration. For permission management, see Permissions and Access Control.

QuickBooks sync direction is set per program. The options are Gratona to QuickBooks, QuickBooks to Gratona, and Two way. The default is Two way. The integration creates Sales Receipts from Gratona donations — it does not create pledges or invoices in QuickBooks. For the full integration overview, see QuickBooks Online integration overview.

No. The QuickBooks integration syncs only create and update events that happen after the integration is connected. Records created before the connection are not synced retroactively. For what the integration does and does not do, see QuickBooks Online integration overview.

Gratona supports the following integrations:

• Payment processing: Stripe, PayPal, Flutterwave, QPayPro, and Authorize.net

• Accounting sync: QuickBooks Online

• CRM sync: HubSpot, Salesforce (NPSP and Nonprofit Cloud), and Bloomerang

• Automation: Zapier, which connects Gratona to thousands of other applications

• Email delivery: Mailgun

• File storage: Box Image Storage

Configure CRM and accounting connections from Connected Apps, and legacy integrations (Mailgun, Box) from the Integrations page. For the full overview, see Integrations and Connected Apps. For a service not listed here, Zapier may provide a bridge — check available Zapier actions and triggers.

Email automations such as Recipient Profile Updated notifications and Donation reminder emails can be turned off. SMS Messaging is a separate feature — it handles donor text conversations through Sendblue, not email automations. For SMS Messaging configuration, see SMS Messaging. For help turning off a specific email automation, contact Gratona support.

Messages may not appear in a specific program view if the admin's permission set is scoped to different programs. Permission sets include a Scoped Access section that controls which programs an admin can see. Check the Scoped Access settings on the affected admin's permission set to confirm the correct programs are included. For permission configuration, see Permissions and Access Control.

Gratona offers Launch, Growth, and Scale subscription plans, plus a custom Network plan. Each standard plan includes AI credits, with additional capacity available. Every plan includes unlimited users. Priority Support is included in the Growth and Scale tiers; for Priority Support and Enhancement options, see Priority Support & Enhancements Options.

Quotes are typically valid for 30 days. If your quote has expired or your pricing changed during onboarding, contact Gratona support to discuss your options.

No. Every Gratona plan includes unlimited users. Permission sets control what each user can access, but there is no per-seat limit.