Below are the questions donors ask us most, in their own words — tap any one to jump straight to the answer. If you don't see your issue, the full topic list further down covers giving, account, security, payment methods, and recurring gifts.
🛑 Who to contact for support
Tithely Support does not have authorization to access, alter, or manage your personal donations. Recurring gifts, tax statements, refunds, and other donation management go to your church admin. Technical issues — the app crashing, a bug, or a website feature that's fundamentally broken — go to Tithely Support.
💬 Talk to a real person. Chat with Tithely Support anytime using the Help Widget in the bottom-right corner of your screen.
How do I update my card or bank info for a recurring gift?
- Open the Tithely app, or log into your account online.
- Go to Payment Methods in the menu.
- Delete the old card or bank account, and add the new one.
If you need the recurring gift itself rebuilt around the new payment method, delete the existing recurring gift and set it up again with the updated card or bank account. This is something you can do yourself — Tithely Support can't edit recurring gifts directly, but your church admin is always happy to help if you get stuck.
Why did my donation or payment fail?
A failed payment is almost always something on the card or bank side rather than your church's giving page — most often an expired card, insufficient funds, or a bank declining the charge as a security precaution. Double-check your card details and try again; if it keeps failing, your bank can tell you if they're blocking the transaction, or your church admin can help you find another way to give.
Can you refund my donation, or does my church have to?
Refunds have to come from your church — Tithely Support doesn't have access to alter or refund personal donations. Reach out to the church you gave to directly and request the refund. Once it's approved, refunds can take up to 7 business days to appear back in your account.
How do I remove my saved card or payment method?
Log into your account (app or website) and go to Payment Methods, where you can delete any saved card or bank account. If it's attached to an active recurring gift, add a new payment method first, or delete the recurring gift, so the gift isn't left without a way to process.
I was charged twice — can I get a refund for the duplicate?
This is a refund request, so it goes through your church rather than Tithely Support. Let your church admin know you were charged twice and they can refund the duplicate — refunds typically take up to 7 business days to appear.
The giving link isn't working — why can't I complete my donation?
If the link itself won't load or errors out, that's a technical issue — reach out to Tithely Support through the Help Widget in the bottom-right corner and we'll help sort it out. If the page loads fine but the payment itself won't go through, that's more likely a card or bank issue — see "Why did my donation or payment fail?" above.
I can't log in — how do I delete my donor account?
First, try resetting your password from the login screen. For help deleting your donor account, reach out to Tithely Support through the Help Widget so we can verify your account and take care of it.
Why isn't my recurring gift showing up in my giving history?
Your giving history is specific to whichever church you're currently viewing in the app — if you give to more than one church, switch to that church's profile to see gifts made there, including recurring ones. Still missing after that? Your church admin can confirm the recurring gift is active on their end.
Why can't I see my recurring gift at all in my account?
Same first step as above — recurring gifts are specific to each church location, so double check you're viewing the right one. If it's genuinely missing, your church admin can look it up on their end and help you set it back up if needed.
Why is my giving history empty or not loading?
Your Giving History is specific to the church location you're currently viewing. If you've given to other churches, you'll need to switch to their profile in the app to see those contributions.
I see a charge I didn't authorize — can I get a refund?
Reach out to your church directly to request a refund — Tithely Support can't issue refunds. If you don't recognize the charge at all, it's also worth checking with your bank or card company in case the card was used elsewhere.
I tried to donate twice after an error — did it go through once or twice?
Check your email for donation receipts — you'll get one every time a charge succeeds, so the number of receipts tells you how many times it actually went through. If you have two receipts for what should have been one gift, reach out to your church to refund the duplicate.
How can I give to my church?
- Download the Tithely giving app.
- Search for and select your church.
- Set up your account — it only takes a couple of minutes.
- Give, and view your giving history any time from the app.
You can also give online by visiting your church's website directly.
Does it cost me anything to sign up to give?
Nope! It costs you nothing to give to your church using Tithely. You have the option to cover the fees associated with your donation should you so choose.
Is my credit or debit card information secure?
Yes! We take data and payment information security very seriously. All sensitive financial information is stored with bank-level security, transmitted via encrypted HTTPS (SSL), and stored by our banking partner to PCI DSS Level 1 compliant standards.
How is my data used?
Your personal data is never sold or traded. The organization you give to has access to your contact information.
How do I edit my information?
- Open the My Account menu.
- Select Edit.
I can't log in — how do I delete my donor account?
First, try resetting your password from the login screen. For help deleting your donor account, reach out to Tithely Support through the Help Widget so we can verify your account and take care of it.
Why does the app look different?
The new and improved Tithely Giving App available for iOS (Android coming soon!) now has a black icon with a green leaf, instead of the previous green icon with a white leaf.
Why do I have to log in to the app again?
The new app comes with new security features to keep your information safe. You'll likely need to sign in with your email and phone number the first time you open it — after that, you should be able to log in with just your PIN.
Where are my saved payment methods in the app?
Once you're logged in and select the church or organization you normally give to, your payment methods should populate automatically. If not, you'll want to add them back in.
How do I remove my saved card or payment method?
Log into your account (app or website) and go to Payment Methods, where you can delete any saved card or bank account. If it's attached to an active recurring gift, add a new payment method first, or delete the recurring gift, so the gift isn't left without a way to process.
Why is my giving history empty or not loading?
Your Giving History is specific to the church location you're currently viewing. If you've given to other churches, you'll need to switch to their profile in the app to see those contributions.
What happened to multi-fund giving?
The current app doesn't yet support giving to multiple funds in one transaction, but you can quickly give again using your stored payment methods. Support for this is planned later this year.
Can you refund my donation, or does my church have to?
Refunds have to come from your church — Tithely Support doesn't have access to alter or refund personal donations. Reach out to the church you gave to directly and request the refund. Once it's approved, refunds can take up to 7 business days to appear back in your account.
I was charged twice — can I get a refund for the duplicate?
This is a refund request, so it goes through your church rather than Tithely Support. Let your church admin know you were charged twice and they can refund the duplicate — refunds typically take up to 7 business days to appear.
I see a charge I didn't authorize — can I get a refund?
Reach out to your church directly to request a refund — Tithely Support can't issue refunds. If you don't recognize the charge at all, it's also worth checking with your bank or card company in case the card was used elsewhere.
How do I know when I've been charged?
You'll receive an email donation receipt every time you're charged.
How long does it take for my church to receive my gift?
It usually takes 2–3 days between the time you give and when it appears in your church's bank account. For ACH gifts, it can take up to 10 days to process.
Why does my church show my donation as pending if my bank already shows the funds released?
While funds may leave a donor's bank account within 24 hours of the payment, the ACH network between processors and banks has a settlement period — this can range from 3–10 days depending on the bank and giving form used. Tithely doesn't receive the funds until the transaction settles.
How do I update my card or bank info for a recurring gift?
- Open the Tithely app, or log into your account online.
- Go to Payment Methods in the menu.
- Delete the old card or bank account, and add the new one.
If you need the recurring gift itself rebuilt around the new payment method, delete the existing recurring gift and set it up again with the updated card or bank account. This is something you can do yourself — Tithely Support can't edit recurring gifts directly, but your church admin is always happy to help if you get stuck.
Why isn't my recurring gift showing up in my giving history?
Your giving history is specific to whichever church you're currently viewing in the app — if you give to more than one church, switch to that church's profile to see gifts made there, including recurring ones. Still missing after that? Your church admin can confirm the recurring gift is active on their end.
Why can't I see my recurring gift at all in my account?
Same first step as above — recurring gifts are specific to each church location, so double check you're viewing the right one. If it's genuinely missing, your church admin can look it up on their end and help you set it back up if needed.
How do I cancel my recurring gift entirely?
Delete your existing recurring gift from the app or your account online — that's all it takes to stop it going forward. If you'd rather just update the payment method it uses instead of canceling, see "How do I update my card or bank info for a recurring gift?" above. Either way, if you need a hand, your church admin can help — Tithely Support isn't able to edit recurring gifts directly.