Troubleshooting & Common Errors

"An error has occurred, and your changes have not been saved. Please reload the page and try again." This is usually a temporary session issue. Reload the page and continue where you left off. If it keeps happening, sign out and back in, then try again. If it still persists, contact the True Impact team with a note about what you were doing when it appeared.

"The indicator I was asked to add isn't listed / I can't select it." Indicators come from True Impact's standard library, and custom ones can't be created. Choose the closest match to what you were asked to report, and if nothing fits, contact the True Impact team for guidance.

"I see 'all quiet here' but still have feedback to resolve." If a task is not appearing when you'd expect one, click into your Reports tab to see the statuses of your various report. If a report is Awaiting Feedback, Published, or Finalized, there's no action required. If it's a Draft, Feedback Provided, Interim Updates Needed, or Final Updates Needed, then there report is awaiting your next steps.  

"I can't sign in." Funder-invited reporters sign in through the True Impact login. Network reporters reach their report through Charity Navigator or Blackbaud instead. If you're reporting for a funder and struggling to login, review the Logging Into True Impact resource for further details. 

For other technical support, please submit a technical support request via this form with as much context around the issue you're encountering as possible.