Error: Duplicate phone number and phone type exists - when processing gifts link to existing Constituents out of Online Express

After linking an Online Express gift to an existing Constituent in Online Express, 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 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 are currently evaluating this issue and will update this article when more information is available.

In the meantime, remove the phone and emails 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 Online Express.
  5. Process the transaction. 

Steps to Duplicate

  1. In Online Express, 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 form exist on the Constituent record (and are marked as Inactive). 

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