Donations FAQ & Troubleshooting

Find answers to common questions about Heritage Web's donation feature, including eligibility, Stripe issues, donor experience, and troubleshooting.

Why can't I see the donation setup options on my Donations tab?

The Donations tab shows different content based on your listing's eligibility. If you don't see setup options, check that "Non Profit" is selected as one of your industries and that your 501(c)(3) license is verified. The tab will display a specific message explaining what's missing.

I'm a nonprofit but not a 501(c)(3). Can I accept donations?

Not currently. Donations are limited to organizations with verified 501(c)(3) tax-exempt status. Heritage Web plans to expand eligibility to other nonprofit types in the future.

Can Profile, Event, or Job listings accept donations?

No. Donations are available only for Organization listings with verified nonprofit status.

Do I need a Sponsor listing to use donations?

No. Both Free and Sponsor Organization listings are eligible for donations, as long as the nonprofit verification requirements are met.

Does Heritage Web charge a fee on donations?

No. Heritage Web does not take any platform fee. Stripe's standard processing fees apply and are charged by Stripe directly.

I already have a Stripe account. Do I need to create a new one?

No. During the Stripe Connect onboarding process, you can sign in to your existing Stripe account and authorize the connection.

Where do donation funds go?

Donations go directly to the bank account linked to your connected Stripe account. Heritage Web never holds or has access to your funds.

I'm having trouble completing Stripe onboarding. What should I do?

You can return to the Donations tab and resume onboarding where you left off. If Stripe requires additional documents, they'll contact you via email. For Heritage Web-specific issues, contact [email protected].

What do donors see on my listing?

Donors see a Donate button, a trust banner confirming your verified nonprofit status, and a social proof counter showing how many people have donated.

Do donors need a Heritage Web account to donate?

No. Anyone can donate without logging in or creating an account. Clicking the Donate button redirects them to a secure Stripe Checkout page.

Can donors choose their own donation amount?

Yes. In addition to preset amounts ($25, $50, $100, $250), donors can enter a custom amount between $5 and $10,000.

How do recurring donations work for donors?

When donating, visitors can toggle "Make this a monthly donation." Stripe automatically charges the same amount each month. Donors can manage or cancel their recurring donations through Stripe.

What email notifications will I receive?

You'll receive emails when: your Stripe account is connected, your donation feature request is submitted, your request is approved or denied, and the first time each new donor contributes.

Will I get an email every time someone donates?

Only for each new unique donor. If the same person donates again (including recurring renewals), you won't receive a duplicate notification.

Can I send donation notification emails to other team members?

Donation-specific notification routing follows your existing listing notification settings on the Notifications tab. Add email recipients there to ensure the right people on your team are informed.

My Donate button isn't showing on my listing.

Check the following:

If all of the above are correct and the button still isn't appearing, contact [email protected].

My donation feature was revoked. Why?

This typically happens for one of two reasons: your 501(c)(3) license status changed (expired, suspended, or revoked), or a Heritage Web admin revoked your access. Check your email for a notification explaining the reason, and see "What Happens If Your 501(c)(3) Status Changes" for next steps.

Can I get my donation feature back after it's been revoked?

Yes. Resolve the underlying issue (renew your license, complete Stripe verification, etc.), then submit a new donation feature request from the Donations tab.