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Troubleshooting

1. Staff cannot log in via Hub SSO​

Symptoms: Clicking "Sign in with Hub" on the Mission login page fails or shows an error.

Causes and fixes:

  • Invalid JTI token: The Hub SSO token has expired (tokens are short-lived). Try the login flow again from Hub — do not refresh the Mission login page, go back to Hub and click Mission again.
  • Integration key mismatch: Mission's X-Integration-Key for Hub validation is incorrect or expired. Contact your admin to verify the Hub integration key in Mission's settings.
  • Hub API unreachable: If Hub is down, SSO will fail. Use direct Mission login with username/password as a fallback.

2. Donation receipts are not being sent​

Symptoms: Members report they did not receive a donation receipt after a donation was recorded.

Causes and fixes:

  • No email on record: The member does not have an email address in Mission. Open their person record, add an email, and manually send a receipt.
  • Incorrect email: The email address is wrong. Correct it in the person record, then use Communications to send a receipt manually.
  • Background processor delay: Receipts send within 15 minutes. Wait 15 minutes and check if it arrives.
  • Email delivery failure: Check AWS SES for delivery errors. The sending domain may not be verified. Contact support if SES shows bounces.
  • Spam folder: Ask the member to check their spam/junk folder and add your sending domain to their safe senders list.

3. Duplicate member records after CSV import​

Symptoms: After importing from CSV, you see two records for the same person.

Causes and fixes:

  • Import does not deduplicate against existing records. You must resolve duplicates manually.
  • Resolution: Search for the duplicate person. Open both records. Move the relevant data (group memberships, donations, notes) to the canonical record. Delete the duplicate.
  • Prevention: Before running a CSV import on an org with existing data, export your current members list and compare emails to the import file to identify overlaps.

4. Member cannot log in to the portal​

Symptoms: A member tries to log in to TheOnePortal and does not receive the login email.

Causes and fixes:

  • No email on record: The person must have an email address in Mission. Add it in the person record.
  • Wrong email: The member is trying a different email than what is in Mission. Look up their record and confirm the email on file.
  • Spam folder: The magic link email went to spam. Have them check.
  • Portal integration misconfigured: If the portal is not connecting to Mission (integration key wrong), no members can log in. Check the Portal integration configuration.

5. The relationship graph is not showing recent changes​

Symptoms: You added someone to a group or linked two people as family members, but the graph still shows the old state.

Cause: The connection graph is rebuilt by a background process on a scheduled cycle, not in real time.

Fix: Wait a few minutes for the next graph rebuild. If changes still don't appear after 10 minutes, check if the background process is running.

6. Event check-in sessions show as still active​

Symptoms: The check-in list for a past event shows people as still checked in (no check-out time).

Cause: Sessions are automatically checked out after 4 hours, but only if the background check-in cleanup process runs. If the process was paused, old sessions may remain open.

Fix: The cleanup process runs hourly. If sessions are more than 4 hours old and still showing active, wait for the next cleanup run. For urgent cases, manually click Check Out on each session.

7. Recurring donations are creating duplicate records​

Symptoms: A donor's giving history shows multiple donations on the same day for the same amount.

Cause: The recurring donation background processor may have run multiple times for the same donation period, or the next_charge_at date was not advanced correctly.

Fix:

  1. Open the recurring donation record and verify the next_charge_at date is set to the future
  2. Delete the duplicate donation records (the extras, not the first one)
  3. Verify the recurring donation status is Active and the next charge date is correct
  4. If duplicates continue, contact support to inspect the recurring processor logs

8. Communications show as Sent but members did not receive them​

Symptoms: A communication shows Sent status and sent_count matches recipient_count, but members say they did not receive it.

Causes and fixes:

  • Email delivery failure after dispatch: Mission marks a communication Sent when it is dispatched to the email service, not when the final email is delivered. Check AWS SES for bounces and delivery failures.
  • SMS/Push not configured: SMS and push channels require additional setup. If you sent via SMS without a configured SMS gateway, the send is counted but not delivered.
  • Bulk sending as spam: Large batches to domains like Gmail may be filtered as spam. Ensure your sending domain has proper DKIM/DMARC records configured in AWS SES. Contact support for deliverability help.

9. Annual giving statements were not sent​

Symptoms: January has passed but donors did not receive giving statements.

Cause: The giving statement background process runs January 1–7 at 9am UTC. If the background service was down during that window, statements were not sent.

Fix: Manually generate statements for affected donors:

  1. Open the donor's person record
  2. Navigate to the Giving section
  3. Click Generate Statement and set the year
  4. The statement is sent to their email address

10. Wrong engine selected — modules are missing​

Symptoms: Staff navigated to Mission and certain modules (Prayer, Grants, etc.) are not visible in the sidebar.

Cause: The organization is configured for a different engine than expected.

Fix:

  • Go to Settings → Organization and verify the Engine setting
  • Engine modules are gated by engine type — a Nonprofit org will not see Prayer or Sermons; a Church org will not see Grants
  • If the wrong engine was selected at org creation, contact support — changing an engine requires careful data migration planning

When to Contact Support​

Contact support for:

  • Engine changes after organization creation
  • Recovering records deleted more than 30 days ago (after soft-delete window)
  • Custom domain issues that persist after DNS propagation
  • SES deliverability problems
  • Integration key rotation
  • Any data issue involving financial records

Self-resolve using this guide and the Mission settings for all other issues.