Resolve Sync Errors Between Giving and Your People Software

Overview

This article explains how to access and manage the People; ChMS Sync Error Report to ensure your Giving Software is accurately synced with your People Software.

Why This Matters

Syncing your Giving platform with your People Software streamlines reconciliation and reduces manual entry—but errors can block transactions from appearing in your database. This guide helps you identify and resolve those errors.
 

Before You Begin

• Estimated Time to Complete: 10–15 minutes
• Required Role/Permissions: Admin access to General Settings

Access the Sync Error Report

1. In your Giving Manager Dashboard, click the gear icon for General Settings.
2. Click the ChMS Integration tile.
3. Select the Sync Errors tab at the top.
4. Review the list of sync errors in the Messages column.
   • You may need to scroll right to see full details.
     
     

Resolve a Manual Entry

If a missing transaction has already been manually entered in your People Software:

1. Click the tri-dot Action menu next to the transaction.
2. Select Mark As Good.
   • This clears the transaction from the error list but does not reattempt the sync.
     
     

Retry a Missing Transaction

If the transaction was not found in your People Software:

1. Click Action > Try Again.
2. The transaction should sync and appear in your People Software within 15 minutes.

Fix Ambiguous Person Search Errors

These errors occur when more than one matching donor is found (often due to shared email addresses). To resolve:

1. Click the Action menu beside the error.
2. Select Match Donor.
3. In the pop-up:
   • Try searching by email address, or by first and last name separately.
   • Select the correct person and click Match.
4. Click Try Again to resend the donation.
   • It should now appear in the donor’s Giving History in your People Software.

✅ Future donations will auto-sync for that donor once matched.

Important Notes

• Best practice is to avoid setting a Default Fund to prevent funds from landing in the wrong category.
• Consider checking this report weekly if you process high volumes of donations.
• Taking screenshots or exporting the list can help with manual reconciliation.

Troubleshooting

• Issue: The donation disappeared but isn’t in the People Software
  Solution: Ensure it was marked as good only after confirming it was manually entered in the People Software.
• Issue: ‘Match Donor’ window shows no results
  Solution: Try searching with partial info—just email or just last name.
• Issue: New fund added but sync still fails
  Solution: Go back to ChMS Integration and verify that the new fund has been mapped before retrying.

FAQ

Q: How do I fix ‘The giving fund is not mapped to a ChMS fund’?

A: Go to General Settings > ChMS Integration, and set up the missing fund mapping. Then click Try Again for each contribution. Avoid using default funds unless absolutely necessary.
 

Q: What causes an ‘Ambiguous Person Search’ error?

A: Usually when multiple people share the same email address. Manually match the donor using the steps above.
 

Q: What should I do if I see ‘Error saving donation – Bad Request’?

A: Double-check that the fund is mapped. Then click Try Again. If needed, temporarily set a default fund (not recommended long term).
 

Q: How do I fix ‘First Name and Last Name must be valid’?

A: Go to Donors, find the affected profile, and edit it using the tri-dot Action menu. Ensure the name fields are correctly filled out, then retry the sync.
 

Q: What if I don’t sync automatically with my People Software?

A: You’ll need to manually compare records. You can:

• Leave the Sync Error Report open
• Copy/paste text into Excel
• Take screenshots for reference 

Updated January 05, 2026 19:20