Getting help with DashPledge #
DashPledge provides several ways to get help, from self-service Help Center articles and the DashPledge Support Assistant to email, phone, and direct support.
For most questions, we recommend starting with the DashPledge Help Center or Support Assistant. If your issue requires additional assistance or account-specific investigation, you can continue to the Contact Us page.
Start with the DashPledge Help Center #
The Help Center contains step-by-step guides for common DashPledge questions.
You can find help with:
- Getting started
- Fundraisers and campaigns
- Parents and students
- Teachers and classrooms
- Donations and donors
- Payouts and Stripe
- Accounts and login
- Troubleshooting
- Privacy and security
Use the Help Center search to describe what you need help with.
For example:
- “How do I claim my child?”
- “My reading minutes aren’t updating.”
- “How do I share my fundraiser?”
- “My donation isn’t showing.”
- “My payout is pending.”
- “I forgot my password.”
Ask the DashPledge Support Assistant #
You can also use the DashPledge Support Assistant for quick help.
On the DashPledge Contact Us page, select:
Live Chat → Start Chat
The Support Assistant can use DashPledge Help Center information to answer common questions and guide you to the most relevant instructions.
You can ask questions in your own words.
For example:
How do I claim another child?
My teacher dashboard isn’t showing my students.
I donated to the wrong student.
Why is my payout still pending?
How do I change my campaign settings?
The Support Assistant can provide an answer and direct you to the relevant Help Center guide when appropriate.
What if the Support Assistant can’t solve my problem? #
Some problems require account-specific investigation or assistance from the DashPledge team.
If the Support Assistant cannot safely resolve your issue, you can continue to the appropriate human-support option.
Examples include:
- Incorrect account relationships
- Child-claim problems requiring review
- Missing or incorrectly assigned students
- Campaign provisioning or publishing problems
- Completed donation problems
- Refund requests requiring review
- Stripe connection problems
- Payout issues requiring investigation
- Privacy or security concerns
The Support Assistant should not guess when an issue requires account-specific investigation.
Visit the Contact Us page #
The DashPledge Contact Us page provides several ways to reach us.
Choose the option that best matches your question.
Email Support #
Use Email Support for general questions and fundraising support.
Email is useful when you need to provide a detailed explanation of an issue or when the problem doesn’t require immediate assistance.
Call Us #
Phone support is available during the support hours displayed on the Contact Us page.
Calling may be appropriate when you need assistance understanding a fundraiser, account, or support issue that is easier to discuss directly.
Always check the Contact Us page for the current support hours.
Live Chat / DashPledge Support Assistant #
Select Start Chat under Live Chat to open the DashPledge Support Assistant.
This is a good option for questions that can be answered using DashPledge’s Help Center and support documentation.
The Support Assistant can help with topics such as:
- Account access
- Child claiming
- Parent fundraiser setup
- Teacher participation
- Campaign management
- Donations
- Payouts
- Stripe
- Troubleshooting
- Privacy and security
When an issue requires additional investigation, the Support Assistant can direct you to the appropriate next step.
Send Us a Message #
You can also use the Send Us a Message form on the Contact Us page.
Complete the requested information and provide a clear description of what you need help with.
The form can request information such as:
- Full name
- Phone number, when applicable
- Organization or inquiry type
- Subject
- Message
Provide enough information for the DashPledge team to understand the problem.
The Contact Us page displays the current expected response time.
School Partnerships #
Schools and organizations interested in working with DashPledge can use the School Partnerships contact option.
This option is intended for partnership and school-related inquiries rather than ordinary technical-support questions.
For an existing fundraiser problem, use the appropriate support option instead.
What should I include in a support request? #
The information that helps most depends on the issue.
Account problem #
Include:
- Account email
- Your DashPledge role
- Description of the problem
- Error message, when applicable
Parent or student problem #
Include:
- Parent account email
- School
- Teacher
- Child
- Campaign, when known
- Description of the problem
Teacher problem #
Include:
- Teacher name
- Teacher account email
- School
- Campaign
- Classroom or grade
- Affected student, when applicable
Campaign problem #
Include:
- Organization
- Campaign name
- Campaign type
- Current campaign status
- Description of what isn’t working
Donation problem #
Include:
- Donor name
- Email used for the donation
- Approximate donation date
- Donation amount
- Campaign
- Student mini-fundraiser, when applicable
- Description of the problem
Payout or Stripe problem #
Include:
- Organization
- Approximate payout amount, when applicable
- Payout status
- Description of the problem
- Relevant error message
Do not include sensitive financial credentials.
Include the exact error message #
If DashPledge displays an error, include the exact message when possible.
Instead of:
It doesn’t work.
Try:
I selected Save Changes in Campaign Settings, but the page displayed an error and my changes were not saved.
Specific information makes troubleshooting much easier.
Screenshots can help #
A screenshot can be useful when:
- A page looks incorrect
- Information is missing
- A button doesn’t work
- An error appears
- A campaign displays unexpected information
Before sharing a screenshot, review it for private or sensitive information.
Crop or hide information that isn’t necessary to explain the issue.
What should I never send? #
Never send:
- DashPledge passwords
- Stripe passwords
- Online banking passwords
- Full payment card numbers
- Card security codes
- Debit-card PINs
- Login verification codes
- Complete banking credentials
DashPledge Support should not need these credentials to investigate your issue.
Don’t create duplicate records while waiting for help #
If something isn’t working, avoid creating duplicate:
- Accounts
- Organizations
- Teachers
- Students
- Campaigns
- Donations
- Activity entries
Creating duplicates can make the original problem more difficult to investigate.
Don’t repeatedly submit the same action #
If an action appears to fail, first determine whether it actually completed.
This is especially important for:
- Donations
- Child claims
- Fundraiser submissions
- Activity entries
- Campaign actions
Repeated submissions can create duplicate information or transactions.
When should I contact my school instead? #
Some questions are controlled by the school or fundraiser organizer rather than DashPledge Support.
Examples can include:
- Whether a student is participating
- Classroom assignment
- School-selected fundraiser dates
- Campaign goals
- School-specific fundraising decisions
- School communications
For these questions, your school, teacher, or fundraiser organizer may be the appropriate contact.
What if I have a privacy or security concern? #
Report privacy or security concerns promptly.
If you believe student information, account information, donor information, or financial information is being displayed incorrectly, avoid sharing the affected information with others.
See Privacy & Security → How to Report a Privacy or Security Concern.
What’s the fastest way to get help? #
For most questions, use this order:
- Search the DashPledge Help Center
- Ask the DashPledge Support Assistant
- Follow the recommended Help Center guide
- Use Contact Us when human assistance or account-specific investigation is required
This helps simple questions get answered quickly while allowing more complex issues to reach the appropriate support channel.
What’s next? #
Explore the DashPledge Help Center for detailed guides covering:
- Getting Started
- Fundraisers & Campaigns
- Parents & Students
- Teachers & Classrooms
- Donations & Donors
- Payouts & Stripe
- Accounts & Login
- Troubleshooting
- Privacy & Security
If you still need help, visit the Contact Us page and choose the support option that best fits your question.
