Support

How can we help?

Support & Skills

Need help or guidance with your Donorfy? You’re in the right place.

Knowledge Base

The answer may be in the Donorfy Knowledge Base. The Knowledge Base contains the entire documentation about the product and how it works.

Donorfy Knowledge Base

Submit a Support Request

From billing enquiries to technical questions, here's where you submit a request for support. Use it as much as you need - it's included in your subscription.

Submit Ticket

Donorfy Academy

Live and on-demand Donorfy training courses so you can do even more of what matters.

Visit the Academy

Adoption Clinics

EXPERT HELP

Need help achieving specific goals with Donorfy, or have in in-depth query?

Book an Adoption Clinic to discuss your CRM conundrum with our experts!

Note: If you need general technical support, our fantastic support desk handles that.

Book your clinic

Other Services

support & skills

Elevate your impact with these additional services.

Donorfy Partners

Donorfy Partners offer data migration, configuration, integration and training services according to your specific needs and budget.

Visit Partners

Getting Data out of Donorfy

Need to extract data from Donorfy? Here's how.

Discover Downloading Data

Data Quality Service

Good quality, up to date data reduces wasted mail, follows your supporters when they move, and prevents you from contacting deceased supporters.

Visit Data Quality Service

Meet Graham

EXPERT HELP

Hear from our Customer Success Lead, Graham, as he discusses the team's aspirations and the importance of supporting Donorfy charities.

What's the difference between the Knowledge Base and submitting an online support case?

The Knowledge Base is packed with detailed info about every aspect of Donorfy and is available 24/7 for instant answers.

Online support tickets are for when you need personalised help with technical hiccups or have questions not covered in the Knowledge Base. You can use this service as much as you need.

The quickest way to submit an online support case is through the Donorfy app itself, but you can also use this link.
Can I get training on how to use Donorfy better?
Absolutely! Donorfy Academy provides live training courses and on-demand learning across a range of helpful topics, including:
- Donorfy fundamentals
- Configuring Donorfy
- Reporting & Analytics
- Managing volunteers
- Segmenting supporters
- Managing major donors with Opportunities
And more! We hold regular webinars for customers too, covering a variety of different topics. Our network of partners also offers bespoke training at various levels.
What are Customer Success Plans and how are they different from regular support?

Customer Success Plans are flexible support options that allow you to choose the level of support that fits your needs.

Whilst all customers get the Essential Plan (completely free with your subscription), you can upgrade to Standard or Premier plans for faster response times, more proactive guidance and your own dedicated Customer Success Manager.

Explore Customer Success Plans
What if I can't find the answer I'm looking for?

If you can't find what you need in the Knowledge Base, get in touch with an online support case. Our team enjoys helping solve tricky challenges, and there's no limit to how many tickets you can raise – it's all part and parcel of your subscription.
What makes Donorfy support different?

Primarily, the people you’ll speak to. When we say our support team are experts, we mean it.

The support team includes many people who’ve worked in charities themselves – fundraisers and techies who understand the day-to-day and CRM challenges charities face.

Bob Hughes

Fundraising Manager

We've had really good experiences with Donorfy support, we've had prompt and very quick responses.

We're very grateful they just get what we're trying to do, without having to explain why certain things might be important to us.

Dale Harrison

Digital Marketing and Development Officer

I know if we ever need help, they're always there.

Every interaction I've had has been extremely friendly, useful and smiley faced!

Kirsty Murray

Fundraising Manager

In the charity sector we use a lot of jargon, and to be able to speak to the team and they know what we're talking about saves a lot of time.

It saves headaches for both sides, and they explain exactly the solution to our problem.

Support

Here to help you do even more of what matters.

How can we help?

Adoption Clinics

Other Services

Meet Graham

Support Service Level Objectives

Take the worry out of moving CRM