There are three ways to get help inside your account:
What | Where | Use it for |
Fee assistant | A chat button on the All donations page | Questions about the fees in your donation export |
Support chat | AI Assistant in the menu, or Support at the bottom of the menu | Any other question |
Knowledge Center | The book icon at the top of the page | Reading the help articles |
How do I ask the fee assistant about my fees?
The fee assistant is an AI chat that explains the fees and amounts in your donations: card fees, service fees, VAT, payouts and more.
Go to Manage › Donations › All donations. (Fundraiser accounts: Donations › All donations.)
Click the chat button on the right edge of the page (Questions about your fees? Ask the fee assistant).
Type your question and click Send.
You can ask a general question right away. For answers with your own numbers, upload your export first.
How do I get answers about my own numbers?
On All donations, search or filter for the donations you want, then click Download results. We email you a link to the file. You can also find it under Manage › Donations › Donation export files.
In the fee assistant, click Upload your export (optional) and choose the CSV file.
Ask your question, for example "Why is the payout lower than the donation total?"
Your file stays private:
Donor personal details (names, emails, addresses, ID numbers, card digits) are removed in your browser, before anything is sent. The assistant only sees the financial columns.
For large files, the assistant sees the first 300 rows in detail, plus totals for the whole file.
Upload only an export from your own account. A file from another organization is rejected.
Who can use the fee assistant?
Anyone who can open All donations. If you sign in as a user, you need the Donations permission.
What else should I know about the fee assistant?
The chat is not saved. If you refresh the page or leave it, the conversation starts over.
There's a limit on how many questions you can ask. If you see "You have reached the question limit for now", try again later or contact support.
If you see "The conversation is too large", refresh the page and start a new chat.
For the full explanation of each fee column, click Read the full fees article in the chat, or see Fees and Donation Export.
How do I contact support?
Charity and foundation accounts: click AI Assistant under Overview in the menu. A new message opens.
Every account: click Support at the bottom of the menu.
Both open the same support chat. An AI agent answers first, using the articles in this help center.
You don't need a permission to use the support chat.