General FAQ

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.

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.

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.

Please email us at 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

 
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.

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

 
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.

 
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!

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

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.

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).

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.

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.

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

There are some features that dotdigital for nonprofits 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.

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.