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Frequently asked questions

Thinking of joining Donate The Change or have a question about an accessory that you already have? Check out these FAQs first:

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What is the Donate The Change service?

An easy way of donating your spare change to charity. Donate The Change offers prepaid contactless payment keyrings and bracelets that automatically donate your spare change to charity when you use them.
It gives charities, of all sizes, a cost-effective way to raise money. And supporters get rewards just for using the service.

How does it work?

The keyrings and bracelets have a mini prepaid Mastercard contactless chip inside them. Load money onto the card and set your donation rules. You can choose to:

  1. Round up to the nearest pound e.g the bill comes to £1.48, 52p gets donated.
  2. Add a percentage to each payment e.g. the bill comes to £25.00 and you’ve selected to add 5% so £1.25 is donated.
  3. Add a specific amount each time — like 20p.

You can also set a cap so you don’t donate more than you want to in any given month. Then just pay as usual wherever your see the contactless symbol. You even get rewards just for using the service.

How does it benefit Charities?

Charities are missing out on cash donations as more people prefer to pay for things on card. This service allows donors to continue to make small donations using contactless instead of pocket change. And because contactless is accepted in over 500,000 UK locations, the service is accessible to almost everyone. It also provides charities with a cost-effective way to engage with its supporters, where the donations are 100% secure and tracked.

What does it cost to use the service?

During our pilot phase we are giving away a limited number of accessories away for free. These accessories will expire in June 2018. We will contact you in May with information about how to get a replacement.
There is no on-going cost for using these accessories unless you choose to load them from a credit card.
You can load your accessory using your debit card for free, if you use your credit card, a 3.5% fee will be charged per load.

Please refer to the Terms and Conditions (Section 11) for more information on Fees.

Is my accessory safe and secure?

Yes. Your Donate The Change accessory benefits from the same secure features as a Mastercard card, and because you can remotely block it using the Donate The Change app or website it’s safer than carrying cash. It’s also harder to lose than cash because you wear the bracelets and the keyring will be attached to your keys.

How do I get one?

Anyone with a UK registered Mastercard or Visa debit card can order here. A limited number of accessories are free of charge and available on a first come first served basis. Select your charity first then choose an accessory. We’ll guide you through the order and registration process and send one out to you in the post.

What is a contactless chip?

It’s a small contactless RFID chip, which fits inside your Donate The Change accessory and works like your contactless bank card. Just like your contactless bank card, you can use your accessory to make payments of £30 and under, wherever you see the contactless symbol. It’s a prepaid chip – load* it up with money from any Mastercard or  Visa debit or credit card registered to a UK address.

*You can load your accessory using your debit card for free, and if you use your credit card, a 3.5% fee will be charged per load.

Can my accessory be sent to a non-UK address?

No, we can only deliver to UK and Northern Ireland addresses at the moment.

Can I send my accessory to another address other than my own?

No. We need to carry out standard checks to verify your identity and we use your home address details to do this.

How long will it take for my accessory to arrive?

During Beta, it may take up to 30 days for your accessory to arrive. We’ll send you an email to keep you updated. We deliver using second class Royal Mail to keep our costs down and our packaging is designed to fit through most letter boxes so you won’t need to be in to receive it.

Can I cancel my order or return my accessory?

Yes, it can be cancelled within 28 days of ordering for any reason so long as the Chip has not been activated and the accessory has not been used. If possible, please return it in its original packaging. Just contact us if you need to do this. If your accessory has already been dispatched, we won’t be able to cancel the delivery. You will need to return your accessory within 14 days of notifying us of cancellation.

What happens if I haven’t received my accessory?

If you haven’t received your accessory 5 days after we’ve confirmed it’s been dispatched, please contact us and we’ll get it sorted.

How do I activate my new accessory?

All you need to do is follow these 3 steps to activate your payment accessory;

  1. Log in to the Donate The Change app or the website and activate your Donate The Change accessory using the 8 digit chip ID.
  2. Link any Mastercard or Visa debit or credit card, registered to a UK address.
  3. Load* money onto your accessory ready to spend.

Now you can get Tapping! Your Donate The Change accessory is ready to go! You can also add an auto top up rule so you’re never out of money.

*You can load your accessory using your debit card for free, and if you use your credit card, a 3.5% fee will be charged per load.

If you have any problems activating, please Contact Us for support.

Do I need a mobile app to make it work?

No. You can use the Donate The Change website to manage your account. In the My Account section you can change the donation rules, see details about how much you’ve donated and spend and get
rewards. The app just makes this even easier.

You will soon be able to download the Donate The Change app from Google Play or the App Store. We’ll let you know when it’s ready.

Can I use the Donate The Change app on more than one mobile device?

Yes. You can use the Donate The Change app on multiple devices.

The Donate The Change app completes the whole experience, allowing you to set your donation rules, receive your rewards from great top brands, track your spending, top up on the go and set auto top ups to make your Donate The Change experience seamless.

How do I make and manage donations?

You set up your donation rules when you order your accessory. Then, every time you pay using your accessory the rule is triggered automatically and the donation is sent directly to your charity.

There are 3 ways to donate. And you can change your rules anytime via My Account in the Donate The Change app or online:

  1. Round up to the nearest pound e.g the bill comes to £1.48, 52p gets donated.
  2. Add a percentage to each payment e.g. the bill comes to £25.00 and you’ve selected to add 5% so £1.25 is donated.
  3. Add a specific amount each time — like 20p.

You can also set a cap so you don’t donate more than you want to in any given month.
You’re in control. You’re in control – change your donation rules or cap at any time in My Account.

Can I make a one-off donation?

Not yet but we are working on it! We’ll let you know when that functionality is available.

Can I use my accessory without donating to charity?

The minimum cap is £10 a month. Once you have donated up to your cap, you can keep using your accessory without donating any more to your charity that month.

Of course, if you want to, you can either increase your cap or remove it altogether! It’s up to you. You are in control.

How do I load up my payment accessory with cash (top up)?

To load or ‘top up’ your accessory with cash, just add any UK Mastercard or Visa debit card to your Donate The Change account via the app or using My Account and select how much you want to load*. There is a minimum load of £20, a maximum load of £200, and maximum balance of £500. You can load up to 4 times per day. At the moment there is a maximum annual load of £1000.

For more information please see our Terms and Conditions (Schedule 1 clause 6.1)

*You can load your accessory using your debit card for free, and if you use your credit card, a 3.5% fee will be charged per load.

Is there a maximum amount of money I can add to my Donate The Change account?

Yes, the maximum you can add per day is £200 in total, this is to protect you in the event of fraudulent activity or lost accessories. The total balance you can have on your accessory is £500.

Can I set up multiple accessories to my account?

Not yet, but are working on it. We’ll let you know when that feature is available.

What is auto top up and how does it work?

Auto top up is a rule you can set to automatically load* your accessory when your balance falls below your selected amount, by a top up amount that you choose.
This means you won’t need to worry about running out of funds. When you set up auto top up, the top up is charged against your registered load card and the amount debited will be show as “Payment Accessory” on your registered card statement.
*You can load your accessory using your debit card for free, and if you use your credit card, a 3.5% fee will be charged per load.

Can I get my money back from my accessory?

Yes, please contact us and we will organise it. An admin fee of £5 will be charged for returning funds at your convenience.

Further details can be found in our terms and conditions (Schedule 1, clause 6 and clause 10).

How do I know that my contactless transaction has been successful?

As with all contactless payment transactions, the reader will often show a confirmation message on the screen when payment has been successful and you may hear a beep or see a green light.

Where can I use my Donate The Change accessory?

You can use your Donate The Change accessory to pay for anything £30 and under, wherever you see the contactless symbol . There are over 500,000 locations across the UK that accept contactless.

Offline purchases
Technology changes all the time, and right now your wearable cannot be used at payment terminals that do not go online to verify your account balance. On that basis, we recommend that you do not rely solely on your wearable to pay using contactless at some petrol pumps and buses.

Abroad
You can also use your Donate The Change accessory outside the UK. For transactions made in a currency other than GBP £ a conversion charge of 2.75% may apply.

Can I use a Donate The Change accessory for travel in the same way as using an Oyster card across the Transport for London network?

Yes. For individual journeys, just touch your accessory on the Transport for London (TfL) card reader as you would an Oyster card. You will also benefit from standard daily and weekly fair capping so long as you use the same accessory for all of your travel. You can’t apply season tickets, child tickets and discounts to your accessory.

We recommend that you keep an eye on your balance so that you have enough funds to cover your fare. TfL usually take the fare overnight, once all of your journeys have been completed for the day. We suggest that you register your accessory on the TfL website to keep track of your journeys.

As with any other contactless payment method, if you travel without enough funds your accessory may be stopped by TfL temporarily. You can contact TfL on 0343 222 1234 (call charges may apply) to assist you if this happens.

Remember, setting up auto top up may be helpful when using TfL.

Can I link my Railcard to my Donate The Change accessory for TfL journeys?

No, it’s not possible to link any railcards.

Can I use my Donate The Change accessory for online purchases?

The chip in your accessory can only be used to pay for things when a contactless card reader is present. We are going to be offering cards soon to give you more ways to pay and donate. These cards will work just like your current bank card and will be accepted online and in store.

My donation to charity was unsuccessful, what happens next?

This will happen if there isn’t enough money on your accessory to cover the cost of the donation. You don’t need to do anything. The next time you pay for something using the accessory (after you have loaded it with more money) the donation will automatically be sent to your charity.

Is my Donate The Change accessory waterproof?

Not yet, but they are splash proof so paying in the rain is fine.

Has the Donate The Change wristband been tested for skin irritation?

Yes. The Donate The Change wristband has been tested. However, if irritation does occur, please stop wearing immediately and consult medical advice if appropriate. And please let us know.

Will the contactless reader activate if I walk past it?

No. Your Donate The Change accessory has to be within a few millimetres of the reader and the retailer must first enter the amount to pay.

What happens with my Data?

Information provided by you is used to enable delivery of the Donate The Change service. Your data will be shared with the charities that you choose to support. Donate The Change never sell your data to third parties.

You are always in control of marketing communications, usage and donation rules.

My accessory is faulty or damaged. What do I do?

If your accessory is faulty, broken or damaged, please contact us and we’ll do our best to get you up and running. Our free launch stock is limited but we will try and replace your accessory with a new one.

What happens if my Donate The Change payment accessory is lost, stolen or used fraudulently?

Put an immediate block on it by selecting the Lost and Found link in the app or in My Account to stop anyone else from using it. Alternatively, call our 24 hour lost and stolen helpline on +44 (0) 845 218 0255 .
As soon as you have applied either a temporary or permanent block on your accessory, no one else will be able to use it.

If there is money on your Accessory, it can be returned to you. Please ask Customer Services and refer to our Terms and Conditions (clause 10.1) for more information.

 

I reported my accessory lost or stolen but I have found it. Can I reactivate it?

Yes. Just Contact Us and we will re-activate it for you.

What do I do if I don’t recognize a transaction on my account?

Please contact us and we will look into it for you.

Will I receive a refund for the money lost if my accessory was stolen and used?

You should treat the money on your Accessory like cash in a purse or wallet. If you lose your accessory or it’s stolen, you may lose any money on it in just the same way as if you lost your purse or wallet. Place a block on the accessory as soon as you notice it’s missing to stop others from using it.

If there is any money in the wallet after you have reported it stolen, we may be able to return it to you. Please Contact Us and refer to our Terms and Conditions (Clause 10.1) for more information.

 

What are Taps and rewards?

Rewards are our way of saying thank you for using the service. Every time you pay for something with your accessory you earn Taps – one transaction earns one Tap. You can earn Taps by making payments* with your accessory and by carrying out specific in-app activity within the Donate The Change app in the ‘For You’ section. Taps earn you rewards, prize draws, offers and events – the more Taps you earn the more rewards you get for using our service! It really is that simple so when you activate your payment accessory get tapping to start earning your free rewards!

*For TFL and other public transport services, a day’s travel will count as one Tap and the donation rule will be calculated on the daily charge from TFL

How do I redeem my offers and rewards?

Each offer and reward will come with specific instructions about how to redeem. If you need some help, contact us!

How much does it cost your charity?

During our pilot phase we are charging our launch charities a service fee that equates to 5% of the donations collected each month.

It’s always good to see how things work in practice, so here’s an example:

· You load £50 onto your accessory from your debit card;

· You spend £40 at different shops using your accessory, ‘Tapping’ 20 times in the process;

· You set a rule that donates 10% of everything you spend to your charity, and you gift aid your donations.

Your chosen charity receives your £4 donation (10% of the £40 spent) and claims gift aid of £1 on your donation.

After the 5% service fee has been removed, and the gift aid added, your £4 donation means the charity gets £4.80 to put to good use.

I can’t load funds onto my accessory

There are a few reasons why this could happen:

  1. There are insufficient funds in the account being used to add funds.
  2. The card you are using is not a Mastercard or Visa debit card.
  3. The card you are using is not valid i.e. card expired.

If you have checked the above and it’s still not working please contact us

What happens if I hit my monthly donation cap?

Just carry on spending as usual. You will still earn Taps and rewards by using your accessory and we will automatically start donating your spare change again from the beginning of the next month.

How long is my prepaid Mastercard chip valid for?

All bank cards have an expiry date. For the pilot, our free chips are only valid until June 2018. Normally they are valid for up to 3 years. We’ll be in touch before yours is due to expire.

Can I close my Donate The Change account at any time?

Yes, of course.

Contact us to let us know you want to close your account. Once your account has been closed, we will send confirmation of this to you by email and ensure any unused funds are returned.