Reporting a privacy or security concern #
If you believe private information is being displayed incorrectly, someone may have accessed an account without permission, or you notice another potential security issue involving DashPledge, report it promptly.
Avoid making unnecessary changes or sharing the affected information with other people while the issue is being reviewed.
What should I report? #
Contact DashPledge Support if you notice a potential privacy or security issue involving areas such as:
- Student or family information
- Student photos
- Public fundraiser pages
- Parent or child account relationships
- Teacher or classroom information
- Organizer access
- Donor information
- Donation information
- Stripe or payout access
- Account credentials
- Unexpected account activity
- Information visible to the wrong user
If you’re unsure whether something is a privacy or security issue, it’s okay to report the concern for review.
Student information is visible when it shouldn’t be #
If you believe student information is being displayed publicly or to an unauthorized user:
- Do not copy or redistribute the information.
- Identify the page where it appears.
- Note which student or fundraiser is affected.
- Contact DashPledge Support promptly.
Avoid including unnecessary copies of the private information in your report.
A student photo is appearing unexpectedly #
Student photos should follow the fundraiser’s applicable privacy settings.
If a student photo appears where you believe photos are disabled:
- Confirm you’re viewing the correct campaign.
- Review the applicable Campaign Settings if you’re an authorized organizer.
- Avoid sharing the affected page.
- Contact DashPledge Support if the photo remains visible.
Provide the fundraiser and page where the image appears.
The wrong person appears to have claimed my child #
Do not create another child or parent account.
Contact DashPledge Support so the claim relationship can be reviewed.
Provide information such as:
- School
- Teacher
- Child
- Parent or guardian account email
- Description of what you’re seeing
Do not provide your password.
I can see another person’s information #
If your DashPledge account displays information you don’t believe you should have access to, don’t use, copy, or share it.
Contact DashPledge Support and identify:
- Your account role
- The affected page
- The type of information displayed unexpectedly
Avoid including unnecessary private information in your report.
I think someone accessed my account #
If you believe another person may have accessed your DashPledge account:
- Change or reset your password as soon as possible.
- Review your account for unexpected changes.
- Sign out of shared devices when applicable.
- Contact DashPledge Support.
Tell Support what activity or change made you concerned.
Do not send your password.
My account information changed unexpectedly #
Review the affected information and secure your account.
Depending on your role, check areas such as:
- Account information
- Participating children
- Teacher or classroom relationships
- Organization access
- My Campaigns
- Campaign Settings
- Payout Setup
If you don’t recognize a change, contact DashPledge Support.
My organizer permissions changed unexpectedly #
Organizer accounts can provide access to important fundraiser-management information.
If you unexpectedly gain or lose organizer access, don’t use another person’s account to work around the issue.
Contact DashPledge Support so your role and organization permissions can be reviewed.
My Stripe connection changed unexpectedly #
If you’re an authorized organizer and notice an unexpected Stripe connection change:
- Stop making additional financial-account changes.
- Go to Settings → Payout Setup.
- Review Stripe Connect.
- Use Open Stripe when appropriate to review the connected account.
- Contact DashPledge Support promptly.
Do not send Stripe credentials through Support.
My payout bank account changed unexpectedly #
Treat an unexpected payout-account change seriously.
If you’re an authorized organizer:
- Review Settings → Payout Setup → Bank Account.
- Open Stripe through the connected account when appropriate.
- Review recent payout activity.
- Contact DashPledge Support promptly.
Do not send your online banking password or complete banking credentials.
I see a donation I don’t recognize #
First, determine whether another authorized person may have made the donation.
If the transaction still appears unfamiliar, contact DashPledge Support and your payment provider when appropriate.
Useful information can include:
- Approximate transaction date
- Amount
- Fundraiser
- Email associated with the transaction, when known
Never send your full payment card number or security code.
My donor information is visible even though I donated anonymously #
If you selected Anonymous Donation but your identity appears publicly where it should have been hidden, report the issue to DashPledge Support.
Identify the fundraiser and applicable donation.
Do not submit another donation to try to correct the privacy issue.
A donor message contains sensitive information #
If a donor comment contains private financial, student, family, or other sensitive information, report it promptly.
If you’re authorized and an appropriate removal option is available, remove the public information when safe to do so.
Avoid repeating the sensitive content in the support request.
Payment information was accidentally posted publicly #
If full payment-card or banking information is accidentally placed in a fundraiser page, donor comment, or another public area:
- Remove the information when you’re authorized and able to do so safely.
- Contact DashPledge Support promptly.
- Contact the applicable financial institution or payment provider when sensitive financial credentials may have been exposed.
Do not repost the information when reporting the incident.
I received a suspicious message asking for my password #
Do not provide your password.
DashPledge Support should not need your DashPledge password to investigate an account issue.
Also do not provide:
- Stripe passwords
- Banking passwords
- Payment card security codes
- Login verification codes
If the message claims to be from DashPledge and appears suspicious, report it to DashPledge Support.
I received a suspicious password-reset email #
If you didn’t request a password reset, don’t use the reset link.
Go directly to DashPledge if you want to review or secure your account.
If you notice other suspicious account activity, change your password and contact Support.
What information should I include in a report? #
Provide enough information to help DashPledge identify the issue without unnecessarily exposing private data.
Helpful information can include:
- Your DashPledge role
- Account email
- School or organization
- Campaign
- Page or feature affected
- Approximate time you noticed the problem
- Description of what happened
- Error message, when applicable
- Screenshot with sensitive information hidden when possible
Should I send a screenshot? #
A screenshot can be useful when it helps show the problem.
Before sending one, review it for sensitive information.
When possible, hide or crop information that isn’t necessary to explain the issue.
Do not unnecessarily capture or distribute private student, payment, banking, or account information.
What should I never include in a report? #
Never send:
- DashPledge password
- Stripe password
- Online banking password
- Full payment card number
- Card security code
- Debit-card PIN
- Login verification code
- Complete financial-account credentials
DashPledge Support should not need these credentials to investigate a privacy or security concern.
What should I do while the issue is being reviewed? #
Avoid actions that could make the issue more difficult to investigate.
Depending on the situation, avoid:
- Creating duplicate accounts
- Creating duplicate students
- Deleting transaction records
- Recreating campaigns
- Disconnecting Stripe unnecessarily
- Sharing affected private information
- Making unrelated configuration changes
Secure the affected account when necessary and preserve the information needed to understand what happened.
What if the concern involves a student? #
Limit the information you share to what is necessary to identify and resolve the problem.
Do not publicly post student information while seeking help.
DashPledge Support can request additional appropriate information if needed.
What if the concern involves payments or payouts? #
For payment-related concerns, provide transaction identifiers or non-sensitive transaction information when available.
For payout concerns, authorized organizers can provide information such as:
- Organization
- Approximate payout amount
- Payout date
- Payout status
Do not send payment-card or banking passwords.
What if I believe the issue is urgent? #
If you believe an account, student information, payment information, or organization payout access may currently be exposed or compromised, secure any account you control and report the concern to DashPledge Support promptly.
Avoid continuing ordinary activity with an account you believe may be compromised until you’ve taken appropriate security steps.
What’s next? #
For related information, see:
- How DashPledge Protects Student and Family Privacy
- How to Keep Your DashPledge Account Secure
- How DashPledge Protects Donation and Payment Information
- Student Photos and Public Fundraiser Visibility
- Anonymous Donations and Supporter Privacy
For login recovery, visit Accounts & Login.
For payment problems, visit Donations & Donors.
For Stripe and payout issues, visit Payouts & Stripe.
