Diagnose missing features, denied access, and stale screens

Diagnostic sequence

1. Identify the school, product, user role, and interface generation.
2. Confirm the exact record and scope: school, campaign/form, event, portfolio, volunteer role, or individual user.
3. Check whether the question concerns access, saved configuration, publication, queued processing, or delivery/payment completion.
4. Inspect the actual error and any available status/history rather than repeating the action blindly.
5. Ask the school administrator to check the assigned predefined role and the relevant campaign/form/event or group assignments. Partners can change roles and record access, but cannot enable an individual capability inside an administrator role. Use GiveCampus support for configuration or persistent product errors.

Common distinctions

Draft versus published; scheduled versus sent; queued versus completed; gift commitment versus payment; event registration versus guest; assignment request versus approved assignment; template versus message; payment-method update versus subscription cancellation; refund versus stopping future charges.

Escalation information

Provide school, role, nonsecret record ID, page/action, timestamp/time zone, exact error, and what happened versus what was expected. Redact passwords, verification codes, card/bank details, API keys, private management links, and unrelated constituent information.

Receiving instructions does not change your settings or complete an action. Confirm the result in the product after following the steps.

For Online Giving, a Superadmin or Fundraising Superadmin can open Online Giving → Administrators, select the person, and review Role(s) and their assigned campaigns/forms/groups. Use Roles to read what each role includes. Role capabilities, record assignments, and actual notification subscriptions are distinct; do not instruct a partner to turn on a named internal permission.