TntConnect
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Why is a certain donation not downloading into TntConnect?


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First published by:
Troy Wolbrink
on 29 Sep 2008
Last revision by:
Troy Wolbrink
on 3 May 2017
1 person found this article useful.

100% of people found this useful
Why is a certain donation not downloading into TntConnect?

Why is a certain donation not downloading into TntConnect?

There are 3 possible reasons for this:

  1. Your organization is not making the donation available for download.
  2. The donation is available for download, but you never downloaded it.
  3. The donation is in TntConnect, but it's associated with the wrong contact.

Let's work through this one step at a time.

Note:  If you are asking why multiple donations (plural) are not showing up in TntConnect, the troubleshooting process is the same.  Just work through this process one donation at a time.


Possible Reason #1:  Your organization is not making the donation available for download.

It's possible that certain types of donations are not being made available for download.  These sometimes include:

  • Internal Staff Transfers
  • Non-cash gifts (stock, automobiles, etc.)

If your organization provides a donation information website based on the same system, you should be able to verify that the donation is available online for download.  (While you're there, take note of the date, amount and donor id.)

For many ministries, this is your DonorHub "Staff Portal".  Or your ministry might have its own custom website.


Possible Reason #2:  The donation is available for download, but you never downloaded it.

TntConnect only request donation information a few weeks back at a time.  If the organization doesn't enter (or adjust) the donations until long after the fact, it's possible that TntConnect might have missed it.  To make sure you've requested the donation, click "Gift Input" and adjust the requested date range to be far enough back to cover that gift.  Then download donations as you normally do.


Possible Reason #3:  The donation is in TntConnect, but it's associated with the wrong contact.

Verify with your organization what the exact donor id is of the gift you believe to be missing.  Make sure that the donor id is associated with the contact you are expecting the gift to be associated with.  It's displayed at the top right of the screen.

If the donor id is not listed there, you should see if it is linked to a different contact.  To do this:

1.  Under the "File" menu, click on "Maintenance".
2.  Under "Recalculate", click on "Account Data".
3.  Click "Exit" to close the Database Maintenance screen.

4.  Under the "Lookup" menu, click on "By Field".
5.  For the field, choose "Organization Account IDs".
6.  For the comparison, choose "contains".
7.  For the value, enter the donor id that you're looking for.
8.  Click "OK".

If you find that the donor id is linked to the wrong contact, read this FAQ article to learn how you can link the donor id to the right contact.


Conclusion

If you've done steps 2 and 3 (requested to download donation data for the necessary date range and verified that you're looking at the correct contact/donor id), and if you still can't find the donation, then it's possible that:

1.  You have the donor id wrong.
2.  You have the date wrong.
3.  The organization doesn't have this donation available for download.

In this case, please contact your organization for further assistance.  It's no longer an issue with TntConnect.

Recent Comments

By: Mary2 Posted on 8 Dec 2015 9:09 PM

This was exactly what I needed to know. I had no idea that it was up to me to push a button to download all the donor giving for the past two years. So, I was under the impression that "Headquarters" was supposed to do it. This simple answer did it all. Thank you, thank you, thank you!!!  Mary Perry

By: Robert Spiker Posted on 6 Sep 2016 3:21 PM

I'm brand new and find this helpful. But I'm looking for guidance on the iframe or whatever method is used to put an online giving option on out website.  Please point me in the right direction.

By: Troy Wolbrink Posted on 21 Sep 2016 4:20 PM

Hi Robert,  At the moment, this is not an area we at TntWare have a solution for.  It's something we're considering for DonorHub Online (another TntWare product) in the future.

By: VernonSalter Posted on 9 Jul 2018 8:29 PM

I have one contact that the donor information is not downloading for. EXCEPT for the first gift in 2015. I double checked the ID with The Navigators, and it is correct. HOWEVER, when I followed step 3, TNT said there was no result. So the ID listed in TNT with the donor, cannot then be found by the ID lookup option! Please help.

Vern Salter

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