Our team is working to investigate and resolve an issue with the sync between DonationPay and IATS Payments, which, in July, caused recurring gifts not to show up in the DonationPay Portal. We'll be updating this space with more info as we learn more.
If you are an affected client, you can download information on any unsynced payments from the IATS gateway, since recurring payment info from July is not available in the Portal.
As a reminder, your account has two client codes at IATS, one ending in 01 and the other ending in 80. Both show the same transaction information, but the 80-code account is what enables your DonationPay pages to process transactions––please do not change the password on the 80-code account for any reason. Doing so will cause your payment pages to stop working until our system can be updated with the new password.
Please use your 01 account code to log in at IATS to download records; if you're not sure what your code is, your DonationPay rep or our team at email@example.com can provide it and the IATS team can assist you with log in questions (firstname.lastname@example.org or 888 955 5455).
We also encourage all clients to migrate their accounts to our new system with Stripe, at their earliest convenience. Our legacy system with IATS is deprecated and will be phased out in early 2024. Learn more here: https://donationpay.zendesk.com/hc/en-us/articles/11309968003219-Platform-Upgrade-FAQs
This issue has been resolved. Affected payments now show in the DonationPay Portal on their original payment dates. Donors received a receipt for their payment with a delay notification at the top, letting them know that their receipt was delayed due to a system error, and is the receipt for the payment they made on their original payment date.
Please email email@example.com if you have any questions or would like to report any payments that aren't appearing in the Portal and should be.