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Fundraiser Questions - FAQ

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

COVID-19

Following Government and World Health Organisation advice to minimise social contact, many large fundraising events are being postponed to later in the year.

If the event organiser has announced the new date, we’ll update the event for you to ensure your page remains open.

If the new date hasn’t yet been announced, please contact the organisers directly for the most up-to-date information.

If your event has been cancelled due to the current Covid-19 pandemic, we advise contacting the event organisers directly.

They may have another event you could attend later in the year, or may want to issue a refund of any registration fee paid.

We transfer donations to your chosen charity each week, so the money you’ve raised may be with the charity already.

If your page is linked to an organised event, like the Virgin Money London Marathon, you won’t need to do a thing. We’ll update the event date for you to ensure the page remains open throughout.

If you’ve come up with your own fundraising challenge, you can edit the event date within your account.

Sign in, and click on the ‘My Account’ icon in the top right corner of the screen, then select ‘My Fundraising’. You’ll see your Challenge here, click on ‘Edit’ alongside the ‘Page Closes’ date to make changes.

You can keep your page open for as long as you need. To do this, sign in and click on the ‘My Account’ icon in the top right corner of the screen, then select ‘My Fundraising’. You’ll see your Challenge here, click on ‘Edit’ alongside the ‘Page Closes’ date to add a future date.

Any pages which close can be reopened any time from the ‘My Fundraising’ section of your account.

Many upcoming events are being postponed, or cancelled entirely, based on recommendations from the Government and World Health Organisation to minimise social contact. Please get in touch with the organisers of your event to learn more.

This year’s event has been postponed, and will now take place on Sunday 4th October.

Every runner with a place in the 2020 Virgin Money London Marathon will be able to use their place in the rescheduled event. There is no further payment required, and nothing you need to do right now.

You’ll receive updates from The Virgin Money London Marathon Team as the situation develops, and for more information visit www.virginmoneylondonmarathon.com

The London Marathon Team will be in touch to outline your options, and further information can be found on the Virgin Money London Marathon website.

If you’re connected to an organised event like the Virgin Money London Marathon, we’ll amend the event date for you.

If you’ve come up with your own fundraising challenge and need to postpone it until later in the year, you can amend the event date to ensure your page stays open.

To do this, sign in and click on the ‘My Account’ icon in the top right corner of the screen, then select ‘My Fundraising’. You’ll see your Challenge here, click on ‘Edit’ alongside the ‘Page Closes’ date to change this.

If you’re unable to take part in a rescheduled fundraising event, we recommend directly contacting the event organisers and the charity you’re supporting.

They may need to refund an event registration fee you’ve paid, or might have another event that you could take part in.

We transfer the donations your page receives to your chosen charity each week, so the money raised is likely to be with the charity. Please contact them directly to work out your options.

We make weekly payments to your chosen charity (or charities), which means any funds you’ve raised may already be with them. If your donors wish to request a refund please ask them to contact the charity directly.

Charities are being impacted by the pandemic too and really need your donations to continue their work. It is the charity’s decision whether to refund a donation.

For any donations still with us, we’ll endeavour to refund your supporters. Please contact us on theteam@virginmoneygiving.com for further help.

Each week we automatically transfer the funds raised to charities. For any donations that have been paid over already, you’ll need to contact the charity you’re supporting directly to request a refund.

Charities are being impacted by the pandemic too and really need your donations to continue their work. It is the charity’s decision whether to refund a donation.

For any donations still with us, we’ll endeavour to refund your supporters. Please contact us on theteam@virginmoneygiving.com for further help.

Absolutely, charities need our help more than ever – our team are on hand to support.

We take business continuity very seriously, and adhere to the same processes and oversight as our parent company, Virgin Money. We’ll continue to review and update our plan as the situation unfolds to ensure continuous service and customer support.

Follow the advice you’ve been given, and let the charity and event organiser know that you can’t make it.

Please contact the charity and event organiser directly to arrange this, and to get further information.

Please contact the charity and event organiser directly to learn about other upcoming events.

Creating and editing your fundraising page

Sign in or register an account. Once in, click on ‘Fundraisers’ at the top of the screen – and select 'Create a page' from the drop down menu.

You'll be asked what you are doing to raise money (e.g. Virgin Money London Marathon), and which charity (or charities!) you'd like to support.

Answer whether the charity are contributing to the cost of your fundraising, and select 'Create my page' to finish.

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.

You can add up to 5 charities to each fundraising page, and even customise what percentage of funds each will receive.

Yes - to be registered with Virgin Money Giving an organisation must be UK-based, but you can raise funds anywhere in the world. Your supporters can donate from any country, and the currency will always show in GBP.

You’ll be able to see your page on Virgin Money Giving for 3 months after the activity date. After 3 months the page will become inactive and stop showing up in searches. You can always re-open the page by signing in to your account and selecting ‘Re-open’ from the options.

Yes – you can personalise the page with a unique Cover Photo, add up to 6 photos to your 'story', and even embed online images into the text.

Click on 'Update' alongside 'My story' to open up the design console, then select 'Browse' to choose pictures from your device. Press 'Upload' when you’ve selected an image, and hit 'Save' to confirm.

To embed an online image into the text, click on the image icon and paste in the URL. If using an image from your computer or mobile device, first upload it to an image hosting website (like Google Photos or Flick) to take the URL from there. Click 'Add' and change the size or position before saving.

Yes - you can add any YouTube video to your page to tell your story, or highlight the work of the charity you are supporting.

When on a PC, right click on the desired video and 'Copy video URL'. If using the YouTube app (on a mobile device) tap the arrow on the right hand side and select 'Copy link'.

Head to your fundraising page, and 'Update' the story to paste the URL in using the film widget. Press save when you're happy with the placement.

Sign in to your account and visit your fundraising page. You’ll see an 'Edit' icon next to your target in the top right of the page, click on there to enter the new amount and press 'Save' to confirm.

If your page is linked to an organised event, like the Virgin Money London Marathon, you won’t be able to change this during your fundraising. We recommend closing this page, and setting up a new one linked to the correct challenge.

Sign in, and head to 'My Fundraising' to find your page, then click on 'Options' and select 'Close page'. You can also 'Start new challenge' from this part of your account.

You can add up to 5 charities to each fundraising page you make. To add an extra charity to your page, start by signing in to your account.

You will land on your 'dashboard', where any active pages are shown. Click on 'Edit' below the page you'd like to update, and select 'Edit charities'.

Search for the charity you want to include, and click on the plus sign to add them to your page. Press 'Done' at the bottom of the page to confirm the changes.

Once a charity has been added to your page you won’t be able to remove them. You can amend the percentage of funds they’ll receive going forward, or close the page down and create a new one.

You can fundraise for up to 5 charities with each page you make, and the funds will be split evenly as default. To update the charity split, start by signing in to your account.

You will land on your 'dashboard', where any active pages are shown. Click on 'Edit' below the page you’d like to update, and select 'Edit charities'.

Scroll down and select 'Modify charity split'. Update the percentages below each charity to reach an even split, and press 'Done' below to confirm the changes.

Sign in to your account and visit your fundraising page. Scroll down the page until you see a box labelled 'Send a personal thank you', click on 'Add your message' and then 'Save' when you're ready.

This message will be sent with the email confirmation when someone donates to your page.

If you're updating this message, follow the same steps as above but click on 'View and edit your message' before pressing 'Save' to confirm the changes.

Start by signing in, then click on 'My Account' in the top right and select 'Account Settings' from the drop down menu.

Scroll down to click on 'Edit personal details', here you can customise the link and select 'Save' to confirm the changes.

For Team pages or Someone Special pages you can amend the URL directly from the page, just click on 'Edit link' below the textbox displaying your page URL.

If you've recently created your page, or made an amendment to the page URL, it can take up to 2 hours for link to update. Hold fire on sharing until the changes kick in.

The search results update overnight, if you're keen to get started use your page URL to bring people directly to your page.

You can share your fundraising to Facebook, Twitter and LinkedIn using the widgets at the top of your page. On a mobile device you'll also see the option to share via Facebook Messenger and WhatsApp.

To share your page by email, click on the link icon - before selecting the clipboard icon to copy the URL. Paste this directly into your email, or text message, to send your supporters right where they need to be.

Start by copying your page URL, when viewing your page you’ll see this in a white text box below your Cover Photo. Click on the chain icon before the clipboard icon to copy the link - and then open up Instagram.

Head to your Instagram profile, and click on 'Edit Profile'. Paste the page URL into the 'Bio' section and tap 'Done' to save the changes.

You can also share your page URL through an Instagram story. On your Instagram home screen tap on 'Your story' in the top left. Select whether you want to add an image, video or any other type of media, and add text by tapping the 'Aa' icon in the top right of the screen.

Make use of hashtags, add a location or countdown, and even add some music to rally your supporters behind you.

If you’re no longer able to take part in your event, we advise directly contacting the charity you are supporting (and the event organisers if you’ve reserved an entry). They'll be able to let you know what your options are.

We transfers donations to your chosen charity each week, so the money you’ve raised may be with the charity already.

If you're able to rearrange your fundraising for a future date, you could close the page down and re-open it when you are ready.

To close your page, sign in to your account and you’ll land on your 'dashboard'. Any active pages will show here, select 'Options' to 'Close page'. Alternatively, you can edit the event date to ensure your page stays open.

If your event has been cancelled, we advise contacting the event organisers directly. They may have another event you could attend later in the year, or may want to issue a refund of any registration fee paid.

We transfer donations to your chosen charity each week, so the money you’ve raised may be with the charity already. If you’d like to request a refund for your donors then you will need to contact the charity directly.

For any further support, please call us on 03456 01 10 45.

To close any page start by logging in to your account, any active pages will appear on this first screen - click on 'Options' to reveal 'Close page'.

All pages, both active and closed, will remain in the 'My Fundraising' section of your account.

Team fundraising

Sign in or register an account. Once in, click on 'Fundraisers' at the top of the screen - and select 'Fundraise as a Team' from the drop down menu. Choose a Team name, and invite your teammates to join by entering their email addresses.

You’ll be asked what you are doing to raise money (e.g. Three Peaks Challenge), and which charity (or charities!) you'd like to support.

Answer whether the charity are contributing to the cost of your fundraising, and select 'Create my page' to finish.

Search from the homepage for either a team member, or the team name.

Sign in to your account and you’ll land on your 'dashboard'. Here you'll see any active fundraising pages, click on 'Edit' to 'Add' or remove team members'.

Enter an email address, and if they're already registered we can add them right away, otherwise we'll send an email inviting them to join. Click 'Done' to confirm the changes.

A team member will need to invite you to join the Team page.

When they sign into their account they will see the Team page on their dashboard, click on 'Edit' to reveal 'Add or remove team members'. You'll be invited to register by email, or added in the team if already registered.

In memory fundraising

Sign in or register an account. Once in, click on 'Fundraisers' at the top of the screen – and select 'Raise funds in memory' from the drop down menu.

Tell us about your loved one, and your relationship to this person. Search for the charity, or charities, you would like to support and click on the plus sign to link to your page.

Answer whether the charity are contributing to the cost of your fundraising, and select 'Create my page' to finish.

Donations to your page

We’ll email you to let you know whenever you receive a donation, and you can view your page to see a full list of supporters. You can also download the Virgin Money Giving app for Apple or Android, making it even easier to keep track of your fundraising on-the-go.

Start by signing in to your account, you will land on your 'dashboard' where any active pages will appear. Click on 'Options' and then select 'View donation history'.

This is the engine room of your fundraising page, where you can edit the name or message alongside the donation – or even choose to hide the value of any donation. Save any changes you make and your fundraising page will be updated accordingly.

Within this part of your account you can edit the name or message from a supporter, or even hide the amount of any donation. Save any changes you make, and your page will be updated.

When someone donates to your page they’ll be asked if they would like to share their email address with you. To see who has opted to do so, start by signing in to your account.

You'll land on your 'dashboard' where any active pages will appear, click on 'Options' to select 'View donation history'.

This behind the scenes version of your page shows your donors' full names, and an email address whenever shared - use these to send personal thank you messages to your supporters.

Use the 'raised offline' section of your fundraising page to add the value of the donations on your sponsorship form. Just below your target on the page is a section for offline funds, click on 'Edit' to type in the value of the funds raised - and it'll count toward your total raised.

The money and form can then be sent directly to the charity you're supporting, they'll claim the Gift Aid for these supporters.

Alternatively, you can add the cash donations to your page using a payment card or through PayPal, just before not to add Gift Aid when donating collected funds in this way.

If the cheque is made out to you, first pay it into your own bank account. You can then donate to your page using a payment card or PayPal account, and we’ll transfer the funds.

If the cheque is made out to the charity, send this directly to them to cash. Then you can use the 'raised offline' section of your page to add the value of the cheque to your total raised.

When viewing your page you’ll see this section below the target, click on 'Edit' to type in the value.

With any cash collected offline, you can add this to your page using a payment card or PayPal. First pay the funds into your own bank account, and simply make a donation to your page. Be sure not to include Gift Aid when paying in any collections.

Alternatively, you can transfer the funds directly to the charity you are supporting – and use the 'raised offline' section of your page to account for it.

We automatically transfer the donations you receive to your chosen charity/charities each week, closing the page will simply mean the page can no longer accept donations.

Donations on Virgin Money Giving are subject to a 2% platform fee, and a 2.5% payment processing fee. There are no monthly charges for charities, or any charges on Gift Aid, and now supporters can elect to cover the costs for the charity when donating.

We don’t support text donate, but you can easily donate using any mobile device. Share the page link with your supporters, or ask them to search for you by name on the site.

Managing your account

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'.

Once you've updated your details press 'Save' to confirm the changes.

If you've forgotten the password on your account, we'll send you a temporary one to get you back in. Enter your email address.

If you'd like to update the password on your account, sign in and click on the 'My Account' icon in the top right corner of the screen. Select 'Account Settings' and then scroll down to the 'Security details' section.

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.

Search engines will often find your completed fundraising challenges if you search for yourself by name. The fundraising page URL (unless changed) will default to your full name, so if looking for a digital clean up we’d recommend amending the URL within your 'Account Settings'.

Sign in, and click on the 'My Account' icon in the top right corner of the screen. Within the Account Settings you can amend the URL so it no longer includes your name.

If you continue to find your old pages through online searches, you can raise this with the search engine provider directly to request they refresh their 'cache' of old web pages.

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