Troubleshooting PDF Receipt in SureDonation

This guide helps you troubleshoot common issues related to the PDF Receipt feature in SureDonation.

The PDF Receipt feature requires the PDF library to be installed before donors can download PDF receipts from the donor dashboard.

PDF Library Is Not Installed

If the PDF receipt feature is not working, first check whether the PDF library is installed.

To verify:

• Log in to your WordPress Dashboard.
• Navigate to SureDonation > Settings.
• Click PDF Receipt.
• Check the PDF Library status.

If the status shows Not Installed, click the Install PDF Library button.

After successful installation, the status should change to Installed, and you should see the message:

PDF library installed successfully.

Install PDF Library Button Does Not Work

If clicking Install PDF Library does not install the library, try the following checks:

• Make sure your site has a stable internet connection.
• Confirm that your WordPress installation has permission to download and install files.
• Check whether your hosting server blocks external requests.
• Temporarily disable security or firewall plugins and try again.
• Clear your browser cache and reload the settings page.

After retrying, go back to SureDonation > Settings > PDF Receipt and confirm whether the status changes to Installed.

PDF Library Shows Installed, but Receipts Are Not Downloading

If the PDF library status shows Installed, but donors cannot download receipts:

• Confirm that the donation is completed.
• Check whether the donor is accessing the receipt from the donor dashboard.
• Make sure the PDF library status says the mPDF library is installed and ready.
• Clear website cache and browser cache.
• Test the download using a different browser or an incognito window.

PDF Receipt Download Shows an Error

If a donor sees an error while downloading the PDF receipt:

• Go to SureDonation > Settings > PDF Receipt.
• Confirm that the PDF Library status is installed.
• Try removing and reinstalling the PDF library.
• Check if any security plugin is blocking PDF file generation.
• Review your server error logs if available.

To reinstall the library:

• Click Remove PDF Library.
• Wait for the library to be removed.
• Click Install PDF Library again.
• Confirm that the success message appears.

Remove PDF Library Button Is Visible

If you see the Remove PDF Library button, it means the PDF library is already installed.

You do not need to install it again unless receipts are not generating correctly.

Use Remove PDF Library only if you want to uninstall the library or reinstall it for troubleshooting.

PDF Receipts Are Not Available in the Donor Dashboard

If donors do not see downloadable PDF receipts:

• Confirm the PDF library is installed.
• Make sure the donation status is completed.
• Check whether the donor dashboard is configured correctly.
• Test using a completed donation record.
• Clear the cache and test again.

Common Causes

PDF Receipt issues may happen due to:

• PDF library not installed.
• Server permission restrictions.
• The hosting firewall is blocking installation.
• Security plugin conflict.
• Cache showing old settings.
• Donation status not completed.
• Temporary installation failure.

Recommended Troubleshooting Steps

Follow this order when troubleshooting:

• Go to SureDonation > Settings > PDF Receipt.
• Check the PDF Library status.
• If it shows Not Installed, click Install PDF Library.
• If it shows Installed, test the PDF receipt download again.
• If the issue continues, remove and reinstall the PDF library.
• Clear website and browser cache.
• Test again using a completed donation.

Still Need Help?

If the issue continues after following the steps above, collect the following details before contacting support:

• Screenshot of the PDF Receipt settings page.
• Current PDF Library status.
• An error message is shown while downloading the receipt.
• Steps to reproduce the issue.
• Whether the issue happens for all donors or only specific donations.

This information will help the support team investigate the issue faster.