General FAQ


Which products are available through the Charity Digital Exchange programme?

The Charity Digital Exchange programme offers donated or discounted technology products from a variety of different providers, including Adobe, Cisco, Symantec and Microsoft. Please see our Product Catalogue for the full list of available products.


Why do you charge administrative fees?

The Charity Digital Exchange programme charges an administrative fee for each donation request processed. The fee is to cover the cost of administering the donation programme. Whilst the administrative fees vary, charities will still make savings of between 92-96% on typical retail prices.

Fees ensure that the Charity Digital Exchange programme can continue to offer donated products as efficiently as possible, at the lowest possible cost.


Does my organisation qualify for the Charity Digital Exchange programme?

The Charity Digital Exchange programme is available to UK registered Charities. Please see Eligibility Criteria for more information.


How do I get started and place my order?

 

 

In order to participate in the Charity Digital Exchange programme, organisations are required to meet the overall eligibility criteria outlined below AND those required by our individual Partners:

 

 

 

You will need to register for the Charity Digital Exchange programme first. Please follow the link in order to start the registration process:

 

www.charitydigitalexchange.org/getting_started

 

 

If you are charity commissions registered use the first option in the drop down menu, if you have tax exempt status and have a HMRC reference number use this as Charity ID and select the HMRC charitable status option.

 

Once you have submitted your registration, we will review your details and let you know what products you are eligible for. Once you receive this notification, you can log into your account and start placing orders.

 

Please note the Charity Digital customer service team will validate your details and send you an email within 3 to 5 working days. It can be processed a lot sooner all depends on the volumes we are handling.

 

 

Login to your account and start browsing the online catalogue and place your order:

 

www.charitydigitalexchange.org/product_catalogue

 

 


How can I find out my organisation's password?

If you don't know your organisation's password, click on the 'Reset Password' link on the login page. You will be asked to enter your organisation's registered email address, or registered username. A new password will be emailed to your registered email address. If you don't know either of these details, you can contact us on customerservice@charitydigital.org.uk.


Can the delivery address be different from my organisation's registered address?

It is a requirement of the Charity Digital Exchange programme that goods are delivered to the Registered Email Address of your organisation. Please note: Certain Partners may permit goods to be delivered to a different address, provided confirmation of the delivery address is given in writing to a Trustee or Director of your organisation.


What do I do if I forget my organisation's Password?

Click on the 'Reset Password' link on the login screen. You will be asked to enter your organisation's registered email address or username. A new password will be emailed to you. If you do not know either of these details, you can contact us at customerservice@charitydigital.org.uk.


My organisation has been registered by someone else. How can I find out my organisation's Password?

Click on the 'Reset Password' link on the login screen. You will be asked to enter your organisation's registered email address or username. A new password will be emailed to you. If you do not know either of these details, you can contact us at customerservice@charitydigital.org.uk.


What do I do if my organisation's details have changed since registration?

Please email us at customerservice@charitydigital.org.uk?subject=Change%20Details">customerservice@charitydigital.org.uk with Change Details as the subject line, and include the following information in the text of your email:

  • Organisation Name
  • Registered Charity Number
  • The new details

Charity Digital Mail: How can I find out what the bulk email charges are?


Contact us via email and we will send you over our online pricing calculator for you to work out your required annual email credit allowance.

 


Charity Digital Mail: Will you charge me for adding subscribers into my account?


No. As opposed to some other email platforms, you only have to pay for the emails that you send out through Charity Digital Mail – not for hosting your contact data.

 


Charity Digital Mail: What payment options are available?


We offer an annual bulk-buy option that requires payment upfront, which allows you to choose when you send your emails throughout the year. In certain circumstances, this payment can be split into two/three instalments.

 


Charity Digital Mail: What is the signup process?


Let us know how many emails you wish to buy for the next 12 months and decide on which support package you wish to take up.

We'll then send you a service agreement for you to complete and sign. Once you've returned this to us, we'll active your account straight away and you'll be ready to go!

 


Charity Digital Mail: When will I be invoiced at the start of my contract?

 

You'll receive an invoice for your annual email sends one month after you activate your account and start to send emails.

 


Charity Digital Mail: What happens if I run out of my email allowance before my annual contract has finished?

 

We'll flag up that you need to purchase more email credits before you run out of your allowance. We can then start a new 12-month contract with you for the amount that you wish to buy again.

If you reach the end of your 12 months and you have email credits left, you generally won't be able to roll these over to the next 12 months but we are flexible and do make some exceptions.

 


Charity Digital Mail: What do I have to pay additional charges for?

 

You don't have to pay extra for send-time optimisation, spam checkers, signup forms or subject-line split-testing and other features.

 

You will have to pay monthly charges if you wish for optional features, such as the survey tool, landing pages, SMS and a custom from address (one-off charge).

 


Charity Digital Mail: Do I have to opt for a support package?

 

Yes, if your budget is tight you can opt for a Freebie package which offers training and support through-out the duration of your account.

 

A couple of times a year we provide free template creation/surgeries/other extra support and we keep our clients informed of these special offers.

 


Charity Digital Mail: How many live emails can I send up using a trial account?

 

Verified trial accounts (where the owner has supplied their mobile number) can make 500 sends during the trial period. Unverified demo accounts can make 10 sends.

 


Charity Digital Mail: Is Charity Digital Mail exactly the same as dotdigital platform?

 

Yes, the platform is just re-skinned with Charity Digital's branding and logo.

 

There are some features that Charity Digital Mail cannot re-sell on such as off-the-shelf plug-ins (Salesforce, Magento, Dynamics), Advanced segmentation and External Dynamic content.

 

Contact us for more detailed information on the differences.

 


Charity Digital Mail: I'm not receiving the verification email to login

 

There are several things you can do to resolve this.

 

Check your spam/junk folder to see if it has landed in there.

 

Ask whether your organisation have updated any firewalls recently which is stopping the delivery of the verification email. Add the send address: 'no-reply@technology-trust-news.org' to your safe sender list at your end.

 

If none of these work, contact us for help. We may need you to send over your ip address so we can register this in the backend.

 


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