How to Diagnose Integration Issues

Last updated: March 30, 2026

If something isn't syncing correctly between WeGive and Virtuous, this article will help you figure out what's going on. Start here to identify the problem, then follow the link to the specific troubleshooting article for your situation.

Step 1: Check Integration Logs

Your first stop for any sync issue is Data > Integration Logs in your WeGive dashboard. Every sync operation (both directions) is logged here with a status and details about what happened.

Look for entries with a status of error-execution. These are the records that failed to sync. Click Details on any error entry to see the full error message from Virtuous's API. That message is usually the fastest way to understand what went wrong.

If you're looking for a specific record, use the search and filter options to narrow by data type, record ID, date range, or status.

For more detail on how to read and navigate your logs, see Monitoring Your Integration.

Step 2: Check Integration Locks

If a record has failed to sync three times in a row, it gets moved to an integration lock. Check Data > Integration Locks to see if any records are stuck.

Each locked record shows the error message from the most recent failure. Read the error message carefully as it points directly to the cause.

Common error patterns and what they mean:

Error Pattern

Likely Cause

Troubleshooting Article

API key invalid or unauthorized

Expired or incorrect credentials

Connection Test Failures

Duplicate email or contact method conflict

Legacy duplicate emails in Virtuous

Email Conflict Sync Errors

Gift already exists or duplicate gift

Missing wg_id custom field

Duplicate Gift Records

Unsupported frequency or recurring gift error

Using Weekly or Semi-annually

Recurring Donations Not Syncing

Timeout or rate limit exceeded

Virtuous API limits, large dataset

Sync Stuck on "Currently Processing"

Donation date off by one day

Timezone conversion issue for late-day donations

Date and Time Issues

Step 3: Identify the Root Cause

Once you know the error, match it to one of the specific troubleshooting articles below. Each article covers the symptoms, root cause, and step-by-step resolution for that particular issue.

Connection and credential issues

  • Connection Test Failures - API key problems, wrong Communication ID, expired credentials

Data sync errors

  • Duplicate Gift Records - Gifts appearing twice in Virtuous due to missing wg_id field

  • Email Conflict Sync Errors - Duplicate email between contacts causing sync rejection

  • Recurring Donations Not Syncing - Unsupported frequency being used

  • ACH Transactions Missing in Virtuous - Processing ACH setting not enabled

Performance issues

  • Sync Stuck on "Currently Processing" - Virtuous API timeouts on large datasets

Data quality issues

  • Company Donors Showing FNU/LNU Names - Missing contact person details on company records

  • Old Emails Remaining on Virtuous Contacts - Expected behavior, not an error; old emails are preserved as secondaries

  • Date and Time Issues - Late-day donations showing wrong date due to timezone handling

When to Contact WeGive Support

Most integration issues can be resolved using the troubleshooting articles above. However, reach out to WeGive support if:

  • The error message in your logs doesn't match any of the known patterns above

  • You've followed the resolution steps for your issue but the problem persists after clearing the lock and waiting for a retry

  • You see a large number of locks appearing suddenly that weren't there before

  • You need help with a bulk data cleanup that's too large to handle manually