> ## Documentation Index
> Fetch the complete documentation index at: https://docs.wegive.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Fixing a Payment Status Mismatch Between WeGive and Salesforce

> What to do when a payment shows one status in WeGive and a different status on the Salesforce Opportunity, including when and how to use the Resync button.

If a payment shows one status in WeGive (for example "Success") but a different stage on its Salesforce Opportunity (for example "Pending" or "Pledged"), you can fix it with the Resync button on the Payments table. This article explains what causes the mismatch, how Resync corrects it, and what to check first.

## Why the statuses can get out of sync

WeGive pushes payment status updates to Salesforce automatically a few minutes after a payment is created or changes status. The payment's WeGive status (Success, Pending, Refunded, or Failed) is translated into the Salesforce Opportunity StageName that your organization has configured in its Salesforce integration settings.

A mismatch usually means one of these happened:

* **The automatic push failed or was blocked.** A custom Salesforce automation, a validation rule, or a temporary API error prevented the update from reaching Salesforce.
* **The record was integration-locked.** After several failed push attempts, WeGive stops retrying the record automatically. You can check for locks under **Data > Integration Locks**.
* **A manual change in Salesforce.** Someone changed the Opportunity StageName directly in Salesforce, and WeGive has not pulled that change back yet (or pull is not enabled for transactions).

## How to fix it with Resync

The Resync button sends the payment's current WeGive status to Salesforce, overwriting the Opportunity's StageName with whatever WeGive considers correct.

### Resync a single payment

1. Open the payment in WeGive (click the row in the Payments table to open the detail view).
2. Click the **Resync** button.
3. WeGive queues the record for an immediate push to Salesforce.
4. After a moment, check the Salesforce Opportunity to confirm the StageName has updated.

### Resync multiple payments at once

1. Go to **Payments** in the main navigation.
2. Filter for the payments you need to fix (use the status or integration-error filters to narrow down).
3. Select the rows (use the checkboxes or "Select All").
4. Click the **Resync** button in the toolbar at the top of the table.
5. Confirm when prompted.

All selected payments are queued for push. You can check their integration logs afterward under **Data > Integration Logs** to confirm each one succeeded.

## Important: Resync only pushes from WeGive to Salesforce

Resync does not pull the Salesforce status back into WeGive. It always sends what WeGive currently has.

* **If WeGive has the correct status**, Resync fixes the mismatch by updating Salesforce. This is the normal case.
* **If Salesforce has the correct status and WeGive is wrong**, Resync will push the incorrect WeGive status to Salesforce, making things worse. In this case, correct the payment status in WeGive first (edit the payment record), then Resync to push the corrected status to Salesforce.

## ACH and bank payments in "Processing" status

Bank (ACH) payments often stay in a "Processing" status in WeGive until they clear. Depending on your integration settings, a processing payment may push to Salesforce as your configured pending stage, not the success stage. This is expected behavior, not a bug. Once the payment clears and moves to Success in WeGive, the next automatic push (or a manual Resync) will update the Salesforce Opportunity to the success stage.

## What if Resync does not fix it

If you Resync a payment and the Salesforce Opportunity still shows the wrong stage:

1. **Check Integration Logs** (under **Data > Integration Logs**) to see if the push succeeded or returned an error.
2. **Check Integration Locks** (under **Data > Integration Locks**) to see if the record is locked from syncing.
3. **Check your Salesforce automation.** Salesforce validation rules, flows, or triggers can reject or revert the update after WeGive sends it. If you see the push succeeding in the logs but the Salesforce record is not changing, a Salesforce-side automation is likely overriding the value.
4. **Contact support** if the logs show a persistent error you cannot resolve.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.