Common Issues

Find quick solutions to the most common issues users encounter on HopeGives.

Account Issues

I can't log in to my account

• Double-check your email address for typos
• Try the "Forgot Password" link to reset your password
• If you signed up with Google/Facebook/Apple, make sure you're using the same method
• Clear your browser cache and cookies, then try again
• Try a different browser or incognito/private mode

I'm not receiving emails from HopeGives

• Check your spam/junk folder
• Add noreply@hopegives.com to your contacts
• Check that your email address is correct in your account settings
• Verify your email provider isn't blocking our domain

I need to change my email address

1. Log into your account
2. Go to Settings → Profile
3. Update your email address
4. Verify the new email through the link sent

Donation Issues

My donation failed or was declined

Common causes:

• Insufficient funds on your payment method
• Card expired or invalid
• Bank blocked the transaction for fraud protection
• Address verification failed

Try:

• Using a different payment method
• Contacting your bank to authorize the transaction
• Verifying your billing address matches your card

I was charged but don't see a confirmation

• Check your email spam folder for the receipt
• Wait a few minutes — confirmations can be slightly delayed
• Log into your account and check your donation history
• Contact support if the charge appears but no donation is recorded

I want to cancel a recurring donation

1. Log into your HopeGives account
2. Go to your dashboard and find "Recurring Donations"
3. Click "Cancel" on the subscription you want to end

You can also cancel through PayPal's subscription management if PayPal is the method used.

Campaign Issues

My campaign isn't showing up in search

• Ensure your campaign is published (not in draft mode)
• Check that your campaign title contains searchable keywords
• Newly published campaigns may take a few minutes to index

I can't edit my campaign

• Make sure you're logged into the correct account
• Verify you have editing permissions
• Try refreshing the page or logging out and back in

Images won't upload

• Check file size (max 5MB for most images)
• Ensure the file is a supported format (JPG, PNG, GIF)
• Try a different browser
• Resize large images before uploading

Payment & Payout Issues

I haven't received my payout

• Verify your payment account is properly connected
• Check your payout frequency setting in your PayPal or Stripe account
• New accounts may have an initial holding period
• Ensure you've met any minimum payout thresholds

My PayPal connection failed

• Try disconnecting and reconnecting your PayPal account
• Ensure your PayPal account is in good standing
• Use a PayPal Business account for organizations

Still Need Help?

If you can't find a solution here:

• Contact our support team via the Contact page
• Email us at support@hopegives.com
• Include as much detail as possible about your issue