Troubleshooting and frequently asked questions
Start with the exact failing operation and current saved state. Keep tenant, screen, record ID, non-secret error and intended result. Do not attach private receipt evidence, credentials or real beneficiary identities to shared support material.
Common symptoms
| Symptom | Check and recovery |
|---|---|
| Charity unavailable | CHARITY/PARTY capability and relevant permissions; donation screens also need ORGANIZATION |
| Financial actions absent | CHARITY_FINANCE/dependencies, finance view, action authority, unit scope and state |
| No active unit offered | Explicit grants and unit activity; role permissions alone do not grant units |
| Known donor unavailable | Active Party, DONOR role, correct tenant and picker access |
| Party picker absent on donor activation | Check party.view |
| Public anonymity lost when choosing unidentified | Expected: unidentified has no Party and cannot request known-donor anonymity |
| Restricted fund save refused | Supply approved restriction description |
| Fund code conflict | Review existing code/tenant before creating variations |
| Used fund restriction cannot change | Permanent financial-use protection; create an approved new fund |
| Draft allocation refused | Unique fund rows, active funds, positive exact amounts and exact sum |
| Draft edit blocked despite update right | Browser requires sensitive view to preserve redacted notes |
| Posted draft-edit URL fails | Posted records cannot use ordinary edit; choose eligible financial correction |
| GBP draft cannot post | Base-currency match and minor-unit precision for total and all splits |
| Settings activation conflicts | Existing journal/payment base-currency compatibility; investigate diagnostic |
| Receipt date refused | Must be no later than business date and tenant-local today |
| Business date did not change at midnight | Expected: explicit authorised calendar advance |
| No route offered | Match unit/currency/activity; correction additionally matches method/holding and debit-account permission |
| Mapping missing | Configure exact allocated fund's approved revenue account |
| Preview changed or calendar stale | Reload configuration/record and generate a new reviewed preview |
| Confirmation response lost | Preserve and retry original stored intent |
| Wrong amount/donor/date after posting | Outside current classification correction; obtain separate approved procedure |
| Duplicate reversal refused | Distinct canonical POSTED record, matching evidence/fields and no invalid dependencies |
| Historical inactive-unit record missing | Retained explicit grant plus inactive-unit view and ordinary finance/donation access |
| Notes/reasons blank | Could be redacted; check sensitive-view authority before concluding absent |
| Receipt absent from customer Payments | Expected: generic payment register excludes Charity receipts |
| Sponsorship menus missing | CHARITY_SPONSORSHIP, CARE and sponsorship/approval rights |
| Beneficiary missing from sponsor picker | Current eligibility, alias and profile-sharing consent; do not bypass privacy |
| Restricted fund missing from sponsorship dropdown | Check activity/type and first-page browser loading limitation |
| Facility/programme options incomplete | Separate lookup permissions and current browser fallback behaviour |
| Sponsor duplicate conflict | ACTIVE and PAUSED relationships both occupy the same sponsor/target live slot |
| Resume absent | Paused target may need transfer because eligibility ended |
| Transfer rejected | Facility/programme only; active tenant target, current version and no destination duplicate |
| Update cannot be edited | Only DRAFT/REJECTED content editable; approved/published is frozen |
| Self-approval/rejection refused | Different user from submitter required |
| Photo approval refused | Current beneficiary public-photo consent, separate from profile-sharing consent |
| Published update not delivered | Expected: marking publication sends nothing |
Coverage contains <5 | Privacy suppression, not a load failure; preserve in exports |
| Coverage does not show money paid | Relationship report; no donation-to-sponsorship instalment linkage |
Diagnostic order
Frequently asked questions
Does activating a donor create a Partner? No. It adds DONOR to an existing Party.
Is public anonymity the same as unidentified? No. Public anonymity retains a known internal donor reference. Unidentified means no Party is recorded.
Can a sponsorship use an unrestricted fund? No. It requires an active restricted fund. Ordinary donations can allocate to either eligible type.
Does the application collect monthly commitments? No. Frequency records the commitment; no automatic collection or reminder is performed.
Is the internal payment number a statutory receipt? No. No statutory/donor acknowledgement is issued by posting.
Can I post a foreign-currency gift with my own rate? No. Non-base drafts can exist; current Charity posting is base-currency-only without manual FX.
Can correction repair a wrong donor or receipt date? No. It changes approved classification while keeping the actual receipt invariants.
Does duplicate reversal pay money back? No. It removes verified duplicate bookkeeping, leaving the canonical receipt recognised.
Does a successful preview guarantee confirmation? No. Permissions, record version, calendar and configuration are rechecked.
Can an officer see a beneficiary's real name through sponsorship? No. The projection is alias-only and does not open the confidential Care record.
Does approval prove the message contains no personal information? No. Human reviewers must inspect the free text. Server checks do not replace content review.
Does Mark published recheck every consent? The implemented eligibility/photo check runs at approval; publication checks approved state and authority. Follow current consent review before external use.
Where is the campaign/Gift Aid/volunteer page? Those workflows are not presented in the reviewed Charity navigation. A declared capability name does not prove a delivered screen.
Support template
Tenant: BHT
Screen: Charity / donation detail
Record: donation #501 (training example)
Operation: generate classification-correction preview
Observed state/version: POSTED / current displayed version
Expected result: approved complete replacement allocations
Observed error: exact non-secret message/code
Pending original intent: yes / no / unknown
Reloaded saved state: yes / no
Internal approved request: BHT-FIN-014
For an uncertain command outcome, report what is saved separately from what was requested. Never broaden permissions, change currency labels, remove fund restrictions or create duplicate identities solely to remove an error.