This error may occur if the constituent record has been deacvtivated in Luminate Online.

To resolve, please follow these steps:
  1. Login to Luminate and go to Constituents>Constituent 360
  2. Search for the record by name. Be sure to mark the box to include inactve records
  3. If the record populates and it is marked as inactive, you will need to request that support reactivate the record.
  4. Once the record has been reactivated, reopen the RELO plugin and refresh the constituent information list
  5. Click process.

If this does not resolve the issue, please contact support.