Contact MoveData support
If you need help with your MoveData integration, start by asking MoveData AI. If you can't find the answer you need, raise a support ticket by email.
Start with MoveData AI#
Before contacting support, try asking MoveData AI. Click the button in the bottom-right corner of this support centre to open the assistant.
MoveData AI draws on the full knowledge base, product documentation, and implementation experience from hundreds of MoveData deployments. It can provide detailed, step-by-step guidance on:
- Building and configuring extension flows
- Troubleshooting processing errors and failed notifications
- Understanding how MoveData maps data into Salesforce
- Setting up conditional business rules
- Working with pipeline stages, variables, and fieldsets
Tips for getting the best results#
- Be detailed and specific about what you want to achieve. The more context you provide, the better the response.
- Include Salesforce object and field names — for example, "I want to set the Lead Source field on the Contact object."
- Describe the desired outcome, not just the problem — for example, "I want MoveData to set Lead Source to 'Raisely' when the field is empty" rather than "Lead Source isn't working."
- Mention your data model (NPSP or Nonprofit Cloud) if relevant, as the objects and fields differ between them.
Raise a support ticket#
If MoveData AI can't resolve your issue, email support@movedata.io. This creates a support ticket that the MoveData team will respond to.
When raising a ticket, include:
- The notification Key or Name from the MoveData app
- The full error message from the execution log
- The source platform and notification type (for example, "Raisely donation" or "Funraisin registration")
- A description of what you have already tried, including any guidance from MoveData AI
Grant Salesforce access#
MoveData support typically needs temporary access to your Salesforce org to review your configuration, notifications, and execution logs. Salesforce provides a built-in feature called Grant Account Login Access for this purpose — it gives MoveData time-limited access without sharing passwords.
To grant access:
- In Salesforce, click your avatar in the top-right corner and click Settings.
- Navigate to My Personal Information > Grant Account Login Access.
- Set the access duration for MoveData.io Support to 1 Week or 1 Month.
- Click Save.
- Reply to your support ticket to let MoveData know you have granted access. Include your Salesforce Organisation ID so the support team can locate your org.
To find your Organisation ID, go to Setup, type "Company Information" in the Quick Find box, and click Company Information. The Organisation ID is displayed on that page.
If MoveData.io Support does not appear in your list, reply to your support ticket with your Organisation ID and MoveData will suggest an alternative method.
What MoveData support covers#
MoveData support covers issues directly related to the MoveData managed package and its integrations:
- Configuration of MoveData integrations, extensions, and settings
- Processing errors caused by MoveData components
- Guidance on building extension flows and pipeline metadata
- Troubleshooting failed or skipped notifications
- Upgrading the MoveData package and extensions
What MoveData support does not cover#
MoveData support cannot diagnose or fix issues caused by non-MoveData components in your Salesforce environment. This includes:
- Custom Apex triggers, flows, Process Builder processes, or workflow rules built by your organisation
- Salesforce governor limit errors caused by other automations (see Apex CPU time limit and SOQL 101 limit)
- Salesforce licensing, edition, or permission issues unrelated to MoveData
- Data quality issues in your source fundraising platform
If you need help with non-MoveData Salesforce automations, we recommend engaging your Salesforce implementation partner. If you do not have a Salesforce partner, contact support@movedata.io and we can make an introduction.
Professional services#
For more complex requirements — such as custom integrations, data migrations, or advanced flow development — MoveData offers professional services engagements. Contact support@movedata.io to discuss your requirements.
For full details on support and professional services policies, see: