How Do I Manage My Giving Account?

To manage your Subsplash Giving account, click on the white avatar in the top right corner of the screen. This can be accessed via mobile giving or web giving. 

Once you log in, you'll be able to edit your account, view your gift history, and manage your gifts. 

How Do I Link a Debit or Credit Card?

Before you can donate with Subsplash Giving, you’ll need to link a payment type. You can link a bank account, debit card, or credit card. 

1. Select “Link a Debit or Credit Card” as the payment source.


2. After entering the card number, the expiration date, and CVC/CVV, your card should be successfully linked. If the card is declined, it is possible the card has expired or there was a typo. Please check the information you entered.

If you continue to experience issues linking your card, please contact your bank to verify your card is activated.

How Do I Link a Bank Account?

Before you can donate with Subsplash Giving, you’ll need to link a payment type. You can link a debit or credit card, or your bank account. To link a bank account, you must complete the bank account verification process.

1.    Open your Giving account and select Payment Methods.

2.    Select Link Bank Account and enter your bank account and routing information. Your account will now be listed as “unverified.”

3.    To verify your account, Subsplash Giving will transfer two deposits of less than $1.00 each to your account (these deposits are commonly referred to as micro deposits). It can take 1-3 business days for the micro deposits to appear in the account.

4.    We'll send you 2 reminder emails so you remember to check your account for the micro deposits with the subject Confirm your ACH Account. The sender domain will be @secure.subsplash.com. If you don’t see the emails in your inbox, try searching by the subject line or sender domain and checking your spam folder

  • If you do not receive micro deposits within 4 business days of the day you linked the bank account, it is very likely the account information you entered was incorrect. You will need to remove the current bank account and link your account again.
  • To remove the linked bank account, simply select the item in the Payment Methods section of your Subsplash Giving account.
  • If you experience this issue after multiple attempts to link your account, please give your bank a call to verify your account information.
  • After 3 or more business days, the micro deposits will be withdrawn from your account, regardless of whether you have successfully linked your bank account.
  • If you do not verify your bank account, it will remain in an “unverified” state indefinitely.
  • Once you have received the two micro deposits in your account, enter the amounts in your Subsplash Giving account to verify your bank account. Go to your Giving Account, click Payment Methods, select the unverified account, and enter the amounts of the micro deposits.
  • Once your bank account is successfully linked and verified, you may begin using your bank account as a payment method for your gifts!

How Can I Request a Refund or Cancel a Gift?

To request a refund or cancel a gift, contact Jan McClellan directly. 
Email receipts are sent immediately after you make a gift. The subject line is always Gift Receipt. The exact sender email will vary slightly between receipts, but the sender domain is always @secure.subsplash.com. If you don't see the receipt in your inbox, try searching by the subject line or sender domain and checking your spam folder.
If you didn't receive a receipt, contact Subsplash. 
 

Can I Change My Gift Amount?

There's no way to change a gift amount once it's made. You can either give a second gift, or cancel the first gift and make another in the correct amount. 

1.    Navigate to the organization's giving page online or in the app

2.    Click on the white avatar in the upper right hand corner of the screen

3.    If you are not signed in, sign in with the email and password used for your initial sign up.

4.    Click Recurring Gifts

5.    Select the gift you would like to discontinue and select Discontinue. 
 
*If you have received an email alerting you about an upcoming recurring gift but you want to stop it, you can use the link within the email to change or cancel your recurring gift before it is processed. Alternately, you can log in on the web or in your app to make these changes at any time. The email reminder is sent out in advance to give you time to cancel the gift before it is processed.

If your gift has already been processed, see the article on how to request a refund. 

How Do I Change a Recurring Gift Amount?

To change your recurring gift amount, you will need to discontinue your existing recurring gift and set up a new one.

1.    Navigate to the organization's giving page online or in the app

2.    Click on the profile avatar in the upper right hand corner of the screen

3.    If you are not signed in, sign in with the email and password used for your initial sign up.

4.    Click Recurring Gifts

5.    Select the gift you would like to discontinue and select Discontinue. 

6.    Set up a new gift in the correct amount through the giving page. 

Will I Be Notified of Recurring Gift Donations?

When you set up a recurring gift, you'll receive an email notification for the following situations:

  • Upcoming Donation
  • Last Gift
  • Expiring Card
  • Recurring Card Declined

UPCOMING DONATION
You will receive an email several days before your recurring payment is processed. You don't need to take any action, unless  you want to cancel the gift before it's processed. The email will include a link to cancel the gift. 
 
LAST GIFT
You'll get an email letting you know when your upcoming recurring gift is the last. If you don't take any action, your recurring gift will stop processing after the last gift. If you'd like to continue giving a recurring gift, just set up a new recurring gift. 
 
EXPIRING CARD
You have two options depending on your new card.

1.    If the new card will have the same number, we will automatically update it for you and you do not need to do anything.

2.    If the card number will be different, there is a link within the email you can use to update your information. We provide this link for convenience, but you can also update the card by signing in to your account on the web or in the app and updating the card information on file.
The message is sent out in advance to give you time to make the update or any changes before your next payment.

RECURRING CARD DECLINED
The email will  include a link you can use to update your information. Alternately, you can login on the web or in your app to update the card information on file and update your recurring payment.

Why didn't I get a receipt?

You should receive a receipt as soon as your donation processes. Donations from a card are usually processed in under a minute. Direct Transfer (ACH) donations usually take about two business days to process, but in rare cases may take up to a week depending on your individual bank. The subject line is always Gift Receipt. The exact sender email will vary slightly between receipts, but the sender domain is always @secure.subsplash.com.

If you don’t see your donor receipt in your inbox, try searching by the subject line or sender domain and checking your spam folder. Verify you’re checking the correct email account. If you still do not find your receipt go to the Giving section of your app. Check and update your email address if appropriate; you can also view your transaction history to see which donations have processed. 

If you have followed all troubleshooting steps and still are not receiving receipts, please contact Subsplash.

How can I view my giving history in the app or online?

You can view your transaction history in the History section from within the app or through web giving. Just head to your organization's giving page, log in, and select Payment Methods. Select an individual transaction from the list of transactions to view the full transaction details.
 

If you still have questions, you can contact Subsplash directly via the button provided or contact Jan McClellan with questions pertaining to PBC Willow Glen.