When investigating a donation, start with its transaction record and payment processor reference. These help distinguish a missing record from a payment that did not complete successfully.
Look for the transaction
Open Transactions.
Review the selected entity, date range, and other active filters.
Search using the available filters, such as supporter, amount, campaign, or Gateway ID.
Open the relevant transaction and check its status.
If the donation is not visible, broaden the date range and remove filters that might exclude it.
Check the status and failure reason
The status filter includes Incomplete, Pending, Failed, and Paid, as well as refund, dispute, and offline statuses.
If a transaction is marked Failed, review the failure reason shown in its details. For example, a processor may return a code such as card_declined. Include the exact message when asking for help.
If the record is Pending or Incomplete, check the available transaction and processor details before treating it as a completed payment.
Compare with the payment processor
Review the payment processor and Gateway ID on the transaction. Where a processor link is available, use it to find the corresponding record.
If a payment appears in the processor but you cannot find it in Double, collect its reference, date, amount, and currency for Double support.
Check whether it is a recurring charge
If the transaction has a Parent recurring link, open the plan and review its charge history. Check the individual charge as well as the plan status.
For Grow recurring payments, also review How to set up recurring webhooks in Grow.
If the donation is present but missing from another system
Review the integration logs on the transaction where available. A failed webhook or CRM delivery is a different issue from a failed payment. Note the integration, delivery status, and any displayed error before requesting help.
What to send to support
The supporter and campaign.
The approximate donation date, amount, and currency.
The status and exact error message.
The payment processor and Gateway ID, if available.
Whether the issue concerns the payment itself or an integration update.