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Frequently Asked Questions
How can I get support?
To access support click ‘Get Support’ in the right hand corner of your platform. If you can’t find the answer you need in our knowledge base, click ‘New ticket’ and our team will take care of the rest.
What can I ask the Support Team for help with?
You can ask us anything! Our mission is to empower all admins to become Funraisin platform super users and we’ll always try our best to support you in achieving your goals.
When is the Support Team available?
Our team is available around the clock, Monday to Friday. Any tickets received over the weekend will be picked up by the team on Monday morning.
When can I expect to hear back from you?
We aim to respond to all requests within 2-4 hours of a ticket being raised.
How long does it take to resolve a request?
We aim to resolve most tickets within 24 hours. Complex requests that require development work or support from other teams may take longer. You will receive regular status updates on every ticket and notification of when an issue has been resolved.
How much can the Support Team help?
Our team can provide 30 minutes of complimentary support per day and quotations can be provided for larger, custom requests.
What do I need to include when asking for support?
We want to get you back up and running as quickly as possible, so providing us with as much information as possible will speed up the investigation and resolution process.
For example:
- The specific page link you’re referring to
- The entrants or donors name and email
- Any screenshots
Testimonials
"As always, superb support - quick response and just the solution we needed. I'm always impressed by the support you provide. Thank you!"
"Always so helpful, I love how you give me a step by step guide of how to do it myself- which solves my problem but also teaches me more on the platform."
"Very quick response, and although I wasn't clear on what I was after, you were able to figure it out and help me with what I was looking for."
