Troubleshooting

The menu is missing

Reload the page and wait a few seconds; the menu appears under Extensions once the spreadsheet has loaded. Make sure you are in your copy, not in a preview.

The sidebar is blank or says it cannot connect

Google scripts can fail when you are signed in to several Google accounts in the same browser. Open the spreadsheet in a private window signed in to one account, or sign out of the others.

"This app is blocked" or your administrator blocks it

Your Google Workspace administrator restricts scripts. Ask them to allow it, or keep the donor spreadsheet in a personal Google account.

"Zeffy did not accept the API key"

The key was revoked or copied incompletely. Create a new key in Zeffy (owner or admin), then Sources, Change key.

"Donorbox did not accept the email and API key"

Use the email you sign in to Donorbox with, and check that API & Zapier Integration is turned on in your Donorbox account (a paid option on the Standard plan).

Givebutter shows no gifts

A key starting with test_ only sees test-mode transactions. Create a live_ key.

"Still downloading history"

Large histories take several rounds. Leave the sidebar open, or turn on automatic sync and it continues on its own. Nothing is duplicated.

"asked Donor Sync to slow down"

The platform's rate limit was reached. The sync stops cleanly and continues on the next run.

"Another update is already running in this spreadsheet"

A sync or import is running, maybe an automatic one. Wait a minute and try again.

Google's daily limit has been reached

Personal Google accounts can make 20,000 outside requests a day and run scheduled scripts for 90 minutes a day. It resets within 24 hours; the sync continues where it stopped.

Gifts are missing

Check the start date in Settings: older gifts are not downloaded. If gifts still seem missing, use Settings, "Download again". Rows are updated, never duplicated.

Totals differ from the platform

Reports count only Paid, Partially refunded and Disputed gifts, net of refunds, in one currency, and can leave out tickets and sales (Settings). Platforms often show gross totals. The Campaigns tab shows both figures side by side.

Automatic sync stopped

Home says why. If the person who set it up left or lost access, turn it on again in Settings with your account.

"This key is already active in the maximum number of spreadsheets"

A key works in 3 spreadsheets. Open one you no longer use, License, Remove key. Or email us and we free an activation.

I changed a column header and a new column appeared

Donor Sync finds its columns by their headers. Rename the header back, then delete the new empty column.