Donors questions
Here are some of the most frequently asked questions from our donors. If you can't find your question below, please get in touch.
COVID-19
If the funds are still with Virgin Money Giving we will endeavour to refund you. Charities receive weekly payments, and in the event the donation has left us we will direct you toward the charity to request a refund.
Charities have been heavily impacted by the pandemic, and really need your donations to continue their work. It is the charity’s decision whether to refund a donation.
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If we still have the donation, we will refund the entire transaction including the fees you covered.
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Donors FAQs
You can donate online by using your card or via your PayPal account.
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Yes – you can make regular or one-off donations directly to charity using Virgin Money Giving.
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Yes. We’ll send this to the email address you give when you make your donation. If you chose to 'Continue with Facebook' when you make your donation, we’ll send your email to the primary email address on your Facebook account.
If you've made a donation and can’t find your email receipt, don't forget to check your spam or junk folder - we’ll send the emails from theteam@virginmoneygiving.com.
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We accept donations from all over to world, donations must be entered in GBP the conversion rate will be dependent on the issuing bank.
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Virgin Money Giving is open to all UK based charities, or clubs and organisations, that are registered for Gift Aid. If you can’t find the charity you’d like to support you can invite them to join.
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Yes. If you’re sponsoring a friend we’ll ask whether you would like to leave your name and a message on their fundraising page. If you’d like to remain anonymous, simply leave the ‘Leave your name / nickname (optional)’ box blank.
However we’ll still need to pass your details to the charity so they can accept your donation and Gift Aid. Charities can only use your details if you agree to it, so you won’t hear from them again if you don’t want to.
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Sign in, then click on the 'My Account' icon in the top right corner of the screen. Select 'Account Settings' from the drop down menu, and scroll down the page to 'Edit personal details'.
Here you can change the account name, the billing and email addresses, and update a page URL if you are fundraising.
Once you've updated your details press 'Save' to confirm the changes.
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Simply click on 'Unsubscribe' at the bottom of one of our emails, we’ll remove you from our mailing list. We will continue to notify you when you make or receive a donation, and if we make changes to our Terms and Conditions.
If you opted in to receive email updates from a charity when donating, please contact the charity directly to unsubscribe.
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Yes – sign in, then click on the 'My Account' icon in the top right corner of the screen. Select 'Account Settings' from the drop down menu, and scroll down the page until 'Close account'.
Closing your account will close any fundraising pages, stop any regular donations, and also prevent you from using the email address on Virgin Money Giving in the future.
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Please let us know on theteam@virginmoneygiving.com for us to re-open your account.
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As soon as your donation goes through you’ll see a unique payment reference on-screen, and receive this by email too. We will email you to let you know if the donation fails for any reason.
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If you've received this email it simply means we weren't able to complete the transaction. Often just a break in the internet connection or a firewall setting, it's recommended to clear the cookies and cached pages from your browser before trying again.
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This could mean a typo was entered in the email address, please get in touch with theteam@virginmoneygiving.com to confirm the details used. We’ll find the donation and produce a receipt for your records.
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To amend your donation message please get in touch by email to theteam@virginmoneygiving.com
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To amend the name alongside your donation please get in touch by email to theteam@virginmoneygiving.com
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Gift Aid is only available to UK tax payers, donating their own money and not receiving anything in return (like a raffle ticket). If Gift Aid has been removed, it will be because your donation didn’t fit this criteria.
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If the funds are still with Virgin Money Giving we will endeavour to refund you. Charities receive weekly payments, and in the event the donation has left us we will direct you toward the charity to request a refund.
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If you’ve accidentally donated twice please let us know as soon as possible. We transfer donations to your chosen charity once a week, if we’re able to catch the donation before it has been paid we will be happy to refund. If the funds are no longer with us then we will direct you toward the charity.
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Start by signing in, then click on 'My Account' in the top right corner before selecting 'My Donations'. Any regular donations will appear at the top of the page, click on 'Update' and then select to 'Cancel this donation'.
For regular donations made via PayPal – you will also need to cancel the authorisation within your PayPal account. You’ll find this under 'My Money' and 'My pre-approved payments' – cancel this agreement to ensure all future payments are stopped.
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Start by signing in to your VMG account. Once in, click on 'My Account' in the top right corner and select 'My Donations' from the drop down menu. Here you'll find any active regular donations, simply click on 'Update' to amend the amount, or payment date - and click 'Save' to confirm the changes.
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A regular donation will stop if we’re unable to take the monthly payment, typically this is due to a payment card expiring. Sign in to your account and head to 'My Donations' to check if the stored card is in date. Click on 'New regular donation' to set up a new monthly payment.
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To update a stored card, sign in to your account – then click on the 'My Account' icon in the top right corner. Select 'My Donations' from the drop down menu, and scroll down the page to find and update your card details.
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If you have a Virgin Money Charity Cashback card you can find a breakdown of your charity payments in your Virgin Money Giving account.
Sign in with the email address linked to your account, and click on the ‘My Account’ icon in the top right corner of the screen. Select ‘Cashback’ from the drop down menu and you’ll be taken to a page with a breakdown of each monthly cashback donation.
If you’ve opted to receive this cashback directly, please ensure you update us with your change of address by email to theteam@virginmoneygiving.com
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Virgin Money Giving makes weekly payments to charities, your donation will be passed over within 1 week of the transaction being made.
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You can find a full record of your donation history in your Virgin Money Giving account. Sign in, then click on the 'My Account' widget in the top right corner – and select 'My Donations' from the drop down menu.
If you’ve made any donations using the guest-checkout (not signing into your account) then the donations won’t appear here. You can instead use your donation confirmation emails as records for your tax returns.
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Donor Covers Fee
Donor covers fee allows the supporter to pay for all the charity’s processing costs on each donation. By covering the 2% platform fee and 2.5% payment processing fee, 100% of the donation will reach the charity.
If a supporter opts out of covering the processing costs, the charity will pick up the tab instead.
Virgin Money Giving is not-for-profit, keeping our fees as low as possible to continue supporting good causes, and the extraordinary people raising money for them.
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We’ll let you know how much a charity will be charged for processing your donation, you can decide if you would like to cover the charity’s fees.
A £10.00 donation would cost £0.45 to process, so the final payment on your bank statement would appear as £10.45.
If you make a donation of £10.00 and choose to cover the fees, you’ll see £10.45 on your bank statement.
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Yes – when setting up your donation you’ll be asked if you’d like to cover the fees on behalf the charity. For any regular donations set up before September 2019, you’ll need to cancel the existing donation and set up a new one in order to cover the fees.
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The Donor Covers Fee box is pre-ticked to make donating as quick and easy as possible. To opt-out just untick the box at the start of the journey.
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We wanted to be upfront about the costs involved in online fundraising, and donors increasingly want to know where their funds make a difference. Covering the charity’s fees is a small way to make a big difference.
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