Support
Getting help#
Most reports resolve in the two places your org already checks itself. Start there — and if the answer isn't in them, this page lists what to collect so the first reply can be an answer rather than a question.
Try these first#
Both of these live inside your org, and between them they explain the large majority of "it isn't working" reports.
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The Get Started checklist
Settings → Get Started verifies each post-install step against your org live rather than asking you to tick it — including the two grants a managed package is not allowed to make for you. A public page that loads for staff but not for donors is nearly always one of them.
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The Diagnostic Logs tab
Every callout, every scheduled job, and every failure is written down with its context. If a payment, an email, or a recurring charge did not do what you expected, there is a row about it.
The two most common setup reports
Donors can see a campaign page but the donation form won't submit — the
Fundraising_GuestDonor permission set is assigned to a profile rather than to the site's
guest user, or not assigned at all.
Every Stripe call fails with an authorization error even though the key is stored — the external credential principal has not been granted in a permission set you created. A managed permission set is not allowed to carry that grant, so the package cannot ship it. Both steps are written out in After you install.
What to gather before you get in touch#
Collecting these first is usually the difference between one reply and four.
| Detail | Where to find it |
|---|---|
| Package version | Setup → Installed Packages → the version number beside this package |
| Namespace prefix | The same row — pre-release builds read pledgivo_test, general availability reads pledgivo |
| Salesforce edition and org type | Setup → Company Information. Say whether it is production, a sandbox, or a scratch org |
| Diagnostic log entries | The Diagnostic Logs tab, filtered to the time the problem happened. Copy the message and context, not a screenshot of the list |
| What you expected, and what happened | In that order, with the record involved — a Campaign or Opportunity id is worth several paragraphs of description |
| Whether it worked before | And if so, roughly when it stopped, and what changed around then — a package upgrade, a permission change, a new site |
Never send a secret
Do not include your Stripe secret key, a Named Credential's contents, a session id, or a donor's card details in a support message — no diagnosis requires them. Diagnostic log entries are written not to contain them; if you find one that does, say so, because that is itself something to fix.
Get in touch#
Support runs through the CloudAlgo contact form. It reaches the team that builds this package — there is no separate ticket portal to register for.
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Contact CloudAlgo
Describe the problem, paste what you gathered above, and send. The form lists the current response commitment and the direct sales and phone details alongside it.
Before you report a bug#
A few behaviours look like faults and are not — they are documented decisions, and knowing that saves you a message:
- There is no webhook to register. Salesforce asks Stripe about a payment rather than waiting to be told, so a missing webhook endpoint is not why a gift is unconfirmed. See Donations & payments.
- A refund request that sits at Awaiting Review is working correctly. Nothing is ever refunded automatically; the queue parks the ask for a person on purpose. See Guest requests.
- A recurring gift that failed once is not lapsed. It is retried on the schedule you set before it is ever given up on. See Configure recurring dunning.
- Ticket refunds are declined from the donor portal by design — giving a seat back is a conversation about the event, not a payment adjustment.
If your question is a what or a whether rather than a why isn't this working, the FAQ may already have it.