At GivePanel, our mission is clear: to allow nonprofits to grow their social-first fundraising by meeting supporters where they are on social media.
And to do this, we know that we need to provide a powerful, easy-to-use platform with best-in-class support to make sure you’re getting the most out of GivePanel and your fundraising experiences.
With a happiness rating of over 95%, we’re doing just that. Our support system is here to help GivePanel customers navigate social-first fundraising and address your queries and concerns promptly and effectively.
Let’s take a look at Support at GivePanel, what resources are available for nonprofits, and your most frequently asked questions.
Contacting support at GivePanel is easy - no barriers stand in your way here, and we provide a few options depending on how you like to communicate and the issue at hand.
Your first point of contact is through a Help and Support widget in the bottom right-hand corner of the GivePanel app. From here, you can submit a question to our friendly AI chatbot, Fin, available in our new interface. He’s been trained on all the information in our Knowledge Base and FAQs so will provide a fast and easy way to have your questions answered. Fin also continues to learn over time, so responses will get faster and more accurate.
Not getting the answer you were looking for or need more information? No problem. You’ll then have the option to speak with a human team member, where we look to respond as soon as possible. Here’s a quick video to show you how this works:
Alternatively, you can email support@givepanel.com. Make sure to add as much detail as possible about the problem you’re facing so our team can get to work solving it as soon as possible!
Now let’s introduce Harry, our dedicated Support Manager at GivePanel. Harry has worked in professional fundraising since his late teens so he understands a thing or two about the difficulties charities face. With five years at GivePanel under his belt, he knows the platform inside and out.
Harry is here to guide you through any questions or issues you may encounter while using our platform that can’t be answered by Fin or our Knowledge Base articles. Whether you're unsure about uploading data or need assistance with integrating your CRM system, Harry is here to help.
And don’t just take it from us - Harry is the person behind our super high happiness rating and the reason why customers write comments like this:
Whether big or small, advocating for health or animals, our nonprofit customers consistently seek answers to the same queries. Here are the top five questions our support team receives:
This issue might arise when running a Facebook Challenge or managing other fundraising activities. The inability to upload the transaction report can hinder progress and impact fundraising efforts so here are some common reasons behind this issue:
Check out our help article for detailed guidance on resolving this issue.
Understanding the reasons behind the absence of a fundraiser in GivePanel is essential for accurate tracking and reporting. Here are some common reasons why a Facebook fundraiser may not appear on our platform:
Stay updated with your data imports to ensure accurate tracking of fundraisers and check out our help article for further guidance.
Managing user access and permissions within your GivePanel account is essential for effective collaboration and streamlined operations. Whether you need to grant access to new team members or remove access for former colleagues, the process is straightforward but requires attention to ensure security and data integrity.
To add new users, you can follow the steps outlined in our help article.
At present, the functionality to remove users directly from the account interface is not available. To remove a user from your GivePanel account, you'll need to contact GivePanel's support team directly. Check out this help article for the information to include in your request.
Discrepancies in fundraising totals can occur due to various reasons, including missing data, currency differences, or donation refunds. Let’s look at these common factors closer:
If you still have problems after trying the above, contact GivePanel support. They might ask for a Facebook transaction report to check and fix any issues. If donations show on Facebook but not in GivePanel, you'll need to contact Facebook support to find out why.
Sometimes, supporters may encounter error messages while trying to donate, such as “We need to take additional steps to process your payment due to regulations in your region.” These messages can be frustrating for both the supporter and the nonprofit organization.
If a supporter encounters an error message during the donation process, it could be due to Facebook's compliance checks or payment processing issues. Direct them to Facebook's support page for help and further troubleshooting.
At GivePanel, we're not just here to provide support when you encounter challenges; we're also here to help you get the most out of our platform and grow your fundraising impact. Here are some more resources for social-first fundraising:
Ready to take your fundraising to the next level? Explore our resources, connect with our support team, and grow your social-first fundraising with GivePanel.