A specific inquiry helps pinpoint the problem and avoids unnecessary back-and-forth. If you can access your account, use its support section and check your messages afterward. If you cannot log in, use the contact method available on the website.
Gather the necessary information
- Copy the URL of the affected campaign, raffle, or screen.
- Describe what you were trying to do and what actually happened.
- Indicate the step, the approximate date, and the error message, if any appears.
- If it involves a contribution, include its reference number or ID. An amount or date alone may not be enough to identify it.
- Explain whether the problem persists and what checks you have already done.
A screenshot can be helpful if it shows the message and context. Before sending it, hide passwords, full card or account numbers, and any unnecessary third-party details.
Distinguish between an inquiry and a payment issue
If you see a pending or seemingly duplicate charge, first check your history and the status of the transaction. A bank pre-authorization and a finalized charge can look similar. Avoid repeating the payment while the initial transaction is being clarified.
If you suspect an issue with a cause or misuse, explain the observable facts and provide the link. Do not post accusations or private information in the comments of a campaign to try to resolve the issue.
Track the response
Check the messages in your account and related communications. Keep the conversation in the same thread whenever possible and respond to requests for information. If anything changes, add the new reference or screenshot. The response time depends on the type of inquiry and the necessary checks; do not make a second contribution or an irreversible transaction to test whether the issue has been resolved.