FAQ
Quick answers to the questions we hear most. Each one links to the full guide.
Signing in and access
I can't sign in
Make sure you're at your church's address, like yourchurch.ministrytoolkit.com. Not sure what it is? Go to ministrytoolkit.com/login and click What's my URL? Use Forgot your password? on your church's sign-in page. See Sign in.
My invite link says it's not valid
It was already used or has expired. Ask an Administrator to click Resend email or Copy invite link under Workspace Settings > Users.
Why can't I see a tool?
Three things have to be true:
- Your church has the tool turned on (Workspace Settings > Plans & billing).
- The tool is ticked in your App Access (Workspace Settings > Users).
- You're looking at the right workspace.
Ask an Administrator to check. See Users and roles.
Why can't I see a ministry, event or board?
You only see ministries you've been added to. Check the ministry switcher in the top bar. If the ministry isn't there, ask an Administrator to add you.
Why can't I open Settings?
Tool settings are for Administrators and Ministry Leaders. Ministry Leaders need a ministry they lead selected in the switcher. Workspace Settings is for Administrators only.
CCB and syncing
I changed something in CCB. When will I see it?
Click Sync in the tool, or wait for the next Auto-Sync. See Syncing with CCB.
The Sync button is grayed out
That tool has nothing connected to CCB yet. See what each tool needs.
A sync failed
Open Workspace Settings > Sync History and click the red row to see which step failed. "110 Service Permission" means the CCB API user is missing a service. See When a sync fails.
A family changed their answers in CCB, but Sign Ups still has the old ones
Sign Ups imports each registration once, so your team's edits aren't overwritten. Use Resync from CCB to pull fresh answers.
Someone shows as "Unmatched"
They aren't linked to a CCB profile. Match them under Unmatched People.
A student is in the wrong grade
Grades mean the grade they just finished. Check the grade question on your CCB form and whether grades were promoted. See Grades.
Sign Ups
A registration from CCB isn't showing up
Click Sync. Check the event is Open and the CCB form is attached as a Registration form. See Forms.
Registrants on my tiered event owe $0
Imported registrants don't get a tier automatically. Open each one and pick their tier. See How prices work.
My event disappeared
It's archived. Find it under Settings > Events > Archived.
Reminder emails aren't reaching families
Check Workspace Settings > Email: test mode must be off. If the send button says Log, email isn't set up yet. See Emails.
How do families pay?
Through your CCB payment form. Attach it to the event as a Payment form so Make a Payment shows on their Family Portal.
How do I undo financial aid?
Delete the Financial Aid payment on each registrant's Finances tab. See Changing your mind.
Follow Up
Someone left the saved search but is still on the board
Syncing never removes people. Move them to a Done stage. See Follow Up.
Attendance
Our total doesn't match CCB
Leaders aren't counted, people in two groups on the same night count once and late entries may move to your meeting day. See Why numbers don't match CCB.
Care lists are empty
It's early in the season or between seasons. See Seasons.
Groups
A group disappeared
It was archived or its season ended. Use the Archived view or a Season filter.
I can't change a group's main leader
Main leader comes from CCB. Change it there and sync.
Volunteers and the Serve app
A volunteer sees "nothing here is assigned to you yet"
Their sign-in email must match their directory email, and they need to be an active volunteer. See Serve troubleshooting.
A leader can't see their group in the app
They need to be the main or co-leader (or placed in a linked Volunteers position). The group also needs a current season. See A leader doesn't see their group.
Notifications aren't arriving on an iPhone
The app has to be added to the home screen and opened from there. See Notifications.
Still stuck?
Email [email protected] with your church's address, what you clicked and what happened. A screenshot helps.