Getting the Best Out of Our Support
When you read this article, you’ll hopefully already be familiar with the wide range of guides, videos, and webinars that help you make the most of OnlineFundraising.
Even the best guide, however, can’t cover every scenario — and that’s why our support team is always here to help.
The Best Way to Get Help
Email us at support@onlinefundraising.dk
The simplest way to reach support is to send an email to support@onlinefundraising.dk.
If you haven’t contacted us before, we’ll automatically create a support account for you so you can follow your own cases as well as those of your colleagues.
We monitor the support inbox throughout the day and respond as quickly as possible.
If you need to follow up on the same case, simply reply to the email. If the case has been closed, please open a new one and reference the previous case. That ensures a speedy answer.
Tips for Fast and Effective Help
Describe the problem clearly: The clearer and more detailed your description, the better we can assist you.
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Protect your donors’ data: Instead of sending donor names, emails, etc., please send the ID of the contact, agreement, or transaction. You can do this in two ways:
Copy the ID from your browser’s URL — copying the full URL is often easiest.
Open the contact and click Share in the top-right corner. This copies the contact’s URL, which you can paste with Ctrl + V.
If you need to send files containing personal data, please use upload.onlinefundraising.dk instead of email.
Tell us what you want to achieve: Do you need guidance on the best method — or would you like us to handle it for you?
One thing at a time: If you have several unrelated questions, please open separate support cases. This helps everyone keep track and ensures you get answers to everything.
Creating a Case via the Form
You can also create a case using the online form. This is handy because you can set the priority and topic.
You can also see an overview of your own and your colleagues’ active cases — which is useful, for example, during holiday periods.
Get an introduction to the support page and form here
Calling the Emergency Phone — Only for Urgent Cases
If you have a genuine emergency — for example, payment problems — you can call our emergency phone.
It’s also available outside normal office hours, on public holidays, during holidays, and at weekends.
Emergency phone number: +45 3229 4855
If it’s not an urgent matter, but you’d still like to talk to us — or discuss the issue in an online meeting — that’s absolutely fine!
Write to us (open a support case), and we’ll call you back or set up a meeting.