Troubleshooting
I can’t sign in
Section titled “I can’t sign in”| Check | Fix |
|---|---|
| Did you sign up with Google? | Use the Google button — there’s no Karani password on the account |
| Right email address? | Karani accounts are keyed to one address; try the others you use |
| Several failed attempts? | Karani rate-limits sign-in. Wait a few minutes |
| Genuinely forgotten? | Reset your password |
Reset email not arriving? Check spam. Then email support@karani.co.
My numbers are wrong
Section titled “My numbers are wrong”Everything reads as hundreds of percent → pledge goal is at the $10,000 default. Fix it.
Pledged total too low → pledge start dates. Explanation.
Giving in the wrong year → check your fiscal year start month, and check that imported gifts have real gift dates rather than the import date.
A donor looks wildly behind → check the pledge start date and frequency, and check for a duplicate contact splitting the pledge from the gifts.
Full detail in Understanding your numbers.
My import went wrong
Section titled “My import went wrong”Within 10 minutes → revert it. Note that reverting also discards edits you made in that window.
After 10 minutes → re-import corrected data. With organisation IDs mapped, that updates rather than duplicates.
Created duplicates → merge them, then set organisation IDs before importing again.
Rows were skipped → missing required fields. Check the field reference for what each importer requires.
Names or accents look garbled → the file wasn’t UTF-8. Save as CSV UTF-8 and re-import.
Leading zeros gone from postal codes or IDs → Excel stripped them. See Preparing your CSV.
A report is empty or wrong
Section titled “A report is empty or wrong”Out of Touch shows everyone → you aren’t logging interactions. Log mailings in bulk.
Unthanked won’t clear → the interaction type must be Thank You.
Prospective Giving is empty → no contacts have status Prospect, or none have a potential set.
Contact Map is missing people → those contacts have no primary address, or an incomplete one. Find them with The Grid.
Behind on Giving is empty → you have no pledges, or the start dates are in the future.
Email isn’t arriving
Section titled “Email isn’t arriving”Karani’s emails to me → check notification settings, check spam, check the address on your profile.
My emails to donors → almost always domain authentication. See Deliverability.
A specific donor says they never got a receipt → check the email address on their contact first. A typo is the most common cause by a wide margin.
Something isn’t in the navigation
Section titled “Something isn’t in the navigation”Expenses missing → enable accounting in Settings → Accounting.
Repeating Tasks missing → enable it in Preferences.
Share Account missing → it’s a Premium feature. See Plans.
An integration stopped working
Section titled “An integration stopped working”- Check it still shows as connected on the Integrations page.
- Reconnect — authorisations expire, and password changes on the other service can break them.
- Check the other service’s status.
For Mailchimp specifically, Re-Import List re-syncs when the two have drifted.
The page is behaving strangely
Section titled “The page is behaving strangely”- Refresh.
- Try a different browser — see System requirements.
- Clear your cache.
- If it persists, email support@karani.co with the page URL and what you were doing.