Error: Duplicate phone number and phone type exists - when processing transactions in the plugin

After linking a gift to an existing Constituent, and then processing the gift, users may see the following error:

Error: A duplicate phone number and phone type exist.
 
This occurs when the phone number entered by the Constituent on the Online Express or NetCommunity form is marked as Inactive on the Constituent record in the Raiser's Edge. This occurs regardless of the duplicate phone settings in Config>Business Rules>Phone/email options, under "When saving a record with duplicate phone types."

We have evaluated this issue and determined the error is valid when saving the same phone number and phone type to Raiser's Edge.


Alternative Solutions:
  • Remove the Phone Number/Email Addresses with the duplicate Phone Type from the Constituent record in the Raiser's Edge:
    1. Open the Constituent record
    2. On the General tab, mark the Show inactive phones and emails checkbox
    3. Right-click the phone or email to be removed, and select Delete
    4. Return to the plugin
    5. Process the transaction
  • Set Phone/Email Options to "Save record anyway"
    1. In The Raiser's Edge, navigate to Config>Business Rules>Constituent options
    2. Select Phone/Email Options
    3. Under "When saving a record with duplicate phone types...." and "When saving a record with duplicate email types...", select "Save record anyway"
    4. Navigate back to the plugin
    5. Process the transaction

Steps to Duplicate

  1. In Online Express or NetCommunity, select Donations or Events. 
  2. Click Download Transactions.
  3. Highlight a transaction for an existing Constituent.
  4. Link the transaction to the existing Constituent in the "Linked Constituent" field.
  5. Click Process now. The error message appears.
  6. In the Raiser's Edge, select Records>Constituents.
  7. Search to open the Constituent record that was linked in step 4. 
  8. On the General tab, mark the Show inactive phones and emails checkbox. Note that the phones and emails that were entered on the Online Express or NetCommunity form exist on the Constituent record (and are marked as Inactive). 
Note: This may also happen when linking Tributes. If you confirm the Constituent record does not have a duplicate listed, and the transaction includes a Tribute, check the Tribute record for duplicates.

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