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Contacts

When something goes wrong

The things that go wrong with contacts and households, and what to do about each one.

Finding people

What happened What to do
A search for a full name finds nothing Type the first name, the last name or the email. A full name does not work.
A person who came to an event is not in Event attendees The filter shows people who were checked in. Check them in, or look at the event’s registrations.
A person who gave is not in Donors The gift did not go through, or it is still pending. Look in Finance › Generosity.
You cannot open Contacts Only owners and admins can. Accountants see Dashboard and Finance.

Adding people

What happened What to do
You see “Already a contact” Another contact has the email. Open them, or clear the email and add the person without it.
You see “Choose a household” You chose Add to an existing household. Search for the household and press it.
You see “Choose how they’re related” Choose Spouse, Daughter, Son or Other.
You see “You’ve reached your contact limit” The owner can upgrade the plan in Settings.
The same person is in Contacts two times You cannot merge or delete contacts. Keep the one with the history. Clear the email on the other one so mail goes to one place.

Households

What happened What to do
A person is in the wrong household You cannot move a person. Add them again in the right household with Add household member, without the email, and keep the old contact for its history.
The household name is wrong Ask a member of the household to rename it from their account.
You changed an address and the whole family moved The address belongs to the household. Everyone in it shares one address.
A relationship is wrong You cannot change it in Edit contact. A member of the household can change it from their account.

Email and accounts

What happened What to do
A member cannot sign in Send a password reset.
There is no Send password reset button The person has no account. They get one when they register or when they give and ask for one.
A member says they cannot change their email If you changed their email, they must ask you to change it.
A member signs in with an old email Changing the email on the contact does not change the sign-in email.
A person asks why they got “Confirm your email” A household member gave their email. See Confirm your email. The link works for 7 days.

Updated

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