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Charities Questions - FAQ For Charities

Here are some of the most frequently asked questions from our charities. If you can't find your question below, please get in touch.

Your Charity Account

It's really easy to update your charity's page.

Here are some of the things you can do:

  • Update, delete, or add new wording.
  • Change your logo.
  • Pick your own colour for your charity pages.
  • Add and remove entire pages.
  • Update, cancel or add new fundraising events.
  • Change your contact details, registered or administration address.
  • Change the categories your charity is listed under or the description that appears in search results.

If your charity is already registered but you can’t remember the password, you can reset it here.

If you’ve forgotten the registered email address, please call us on 03456 01 10 45. We’ll confirm some secure information and then get it sorted.

It’s up to you how long your fundraising events are shown on Virgin Money Giving – you can set and change the dates easily from your charity’s account whenever you like.

This gives you the flexibility to set up events in advance and only show them to fundraisers when you’re ready, or set cut-off points for joining events so you have time to send fundraisers all the information they need.

Payments and Fees

To see what you’ve been paid, sign in to your charity account and choose 'New reporting BETA' from the menu.

Select the 'Payments' report, choose a time period and hit 'Download'.

You can produce a CSV or XLSS file and use the 'Date paid to charity' and 'Amount received by charity' columns to view each payment.

And you can stay in the loop with our email alerts – we’ll let you know each time a payment is made.

Donations are paid weekly, landing in your bank account on a Wednesday.

Charities need to have at least one bank account registered with us so we can process donations, but you can add as many extra bank accounts as you like.

You can choose to have different accounts for different fundraising events or one account for everything – it’s completely up to you.

Our new BETA reporting tool allows you to reconcile the payments we make to you quickly and easily, with a full breakdown of every transaction.

Sign in to use our New Reporting tool, select the Payments report and follow the online instructions.

Once you've downloaded a report, you'll just need to add up the 'amount received by charity' column.

Gift Aid is paid within a week of us receiving the funds from the HMRC. There’ll be roughly one payment each month.

Charities receive their donated funds once a week (less our fees).

We pay Gift Aid to you within a week of receiving it from HMRC.

Yes – whenever someone makes a donation or sponsors a friend we’ll ask if they’re eligible for Gift Aid.

If they are and agree to claim Gift Aid, we’ll reclaim the Gift Aid from HMRC and it will be passed on to the charity in full.

Gift Aid is the simple way to increase the size of your donation, and because it’s reclaimed from the Government it won’t cost you any extra.

Find out more about Gift Aid here.

See a breakdown of our charity fees.

Remember, because Virgin Money Giving is not-for-profit, the fees we charge will only ever go towards running Virgin Money Giving and making it better for our customers. Also, these fees only apply to charities – our website is completely free for fundraisers and donors to use.

The only fee which is subject to VAT is the one-off £150 start-up fee paid by every charity when they register with us.

There’s no VAT on our card or service fees.

Because Virgin Money Giving is not-for-profit, our fees are just enough to cover our operating costs. Should we make any money over and above this in future, we’ll always use it to reduce our fees further or improve our services.

Although we can't promise that our running costs won't rise in the future (for example if card companies increase their handling fees), you can rest assured our fees will always be as low as possible and we don’t aim to make a penny.

Reports and insight

Managing fundraisers just got a whole lot easier with the ‘Supporter search’ tool.

Enter a name or email address, select a time period and hit ‘Search’ to bring up all pages created.

For each supporter you’ll see:

  • Their email and postal address
  • The amount raised
  • Gift Aid
  • The event type
  • A page URL
  • Marketing consent

In your charity account you’ll find three options – fundraising pages, donations and payments.

Fundraising pages – get a snapshot of who’s supporting you, total funds raised and contact details so you can stay in touch.

Donations – see where your support is coming from, which events and campaigns are performing well and find contact details for those who want to learn more about you.

Payments – view a report containing payments over the week, month or year and a breakdown of transactions and Gift Aid.

For a list of what’s available in the reporting, please click here.

Yes - creating your own reports is simple with our data templates. Get started by loading up the New Reporting, choosing a report type and clicking on 'Create or manage data templates'.

To customise your report, you can:

  • Give the report a unique name
  • Select which data fields are included
  • Rename the data fields
  • Change the order the data is displayed in

Save the template, and each time you visit the reporting you can apply it to your selected report type.

There are two ways you can find out information about your fundraisers and donors.

To get exact numbers you can run a report whenever you like - for example find out how much money has been raised by new fundraisers in the last month.

Or set up email alerts and we'll automatically email you every time someone new decides to support your charity or you receive a donation over a certain amount.

When people sign up to Virgin Money Giving or make a donation, we’ll ask their permission to use their contact details.

If they’re happy to be contacted by charities, you can get in touch by email.

Absolutely. You can also choose which alerts to receive. From notifications about new fundraisers to payment updates, we'll cover it. Just sign in to your charity account, select 'Email alerts' from the left hand menu and choose the ones you'd like. Decide who needs to be in the loop, hit 'Save' and we'll take care of the rest.


We offer 3 different types of reporting – standard, flexible and custom. When you use flexible or custom reporting you can set up to 20 custom codes for your charity. That’s 5 each for donors, fundraisers, fundraising pages and events.

And better still, we’ll save your codes for you so you don’t have to type them in again next time.

Yes, within your charity reports you’ll find data on each Company hub.

Donor Covers Fee

We will add the following information to existing columns in your Payment Report:

  • Donor covers fee column in column H

Yes, regular donors who set up a regular payment from 1 September 2019 can opt into Donor Covers Fee and cover 100% of your fees. Existing regular donors who set up their regular payment before 1 September 2019 will need to cancel their current regular donation and set up a new one to opt into Donor Covers Fee.

To explain Donor Covers Fee, we would suggest saying:

"’Donor Covers Fee is a feature giving you the option to cover the fees we pay Virgin Money Giving for providing a safe and simple way for people to give online. Virgin Money Giving doesn’t make a profit from what they do, but they do need to charge a small 2% platform fee and a 2.5% payment processing fee to keep developing their service for us. Covering the fees means 100% of your donation will reach us at the charity, making an even bigger impact.’"

Yes, however not for specific campaigns or events, please contact

It covers both the platform fee (2%) and the Payment Processing Fee (2.5%). When a donor opts to cover your fees, it means you receive 100% of the donation.

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