Summary: This guide explains which issues your church's administration can resolve and which issues the Tithely support team can help with. Following these instructions will help you contact the right team to get your questions answered as quickly as possible.
When to Contact Your Church
Your local church administration manages all financial records, donation details, and official documentation. You should contact them directly for the following issues:
- Donation Records & Tax Statements: Requesting official donation receipts or end-of-year tax statements.
- Refunds or Corrections: Asking for a refund or making an adjustment to a completed donation.
- Donation Inquiries: Asking how a specific donation was used or directing funds to a specific cause.
- Updating Personal Information: Making changes to your personal details associated with a gift.
- Church Events & Programs: Getting details about church events, missions, or other initiatives.
When to Contact Tithely Support
The Tithely support team can help with technical issues related to the app, your account, and the donation process itself. You should contact us for the following issues:
- Technical Difficulties: Experiencing an error, a crash, or other problems with the Tithely app or website.
- Managing Payment Methods: Getting help with adding, updating, or removing a credit card or bank account.
- Recurring Donations: Getting assistance with setting up or canceling a recurring donation schedule.
- Transaction Status: Understanding why a transaction is pending or failed.
- Account Management: Needing help with logging in, resetting your password, or managing your Tithely donor account.
Troubleshooting & FAQs
- I need a refund for my donation. Who should I ask? You must contact your church's administrative office directly to request a refund. While the transaction is processed by Tithely, only your church can authorize and issue refunds.
- Where do I get my official tax statement? Your church is responsible for issuing all official donation records and tax statements. Please reach out to them for this documentation.
- I can't log into my account. What should I do? The Tithely support team can help you with any account access or login challenges. Message us using the Help Widget (conversation bubble) in the bottom right corner of your screen.