This article shares the next steps you should take if the individual who created your account is no longer with your organization and you are unable to log in to your account.
How do I access our account?
If your nonprofit has a subscription to Double the Donation's services and you no longer can access your account, please take the following steps:
Key things to consider: Your organization's account has your organization's donor data in it. To protect your donor data, your organization's Administrators are responsible for adding/removing authorized users on your account. If a former employee leaves your organization, there are several ways your organization can regain access to your Double the Donation account. To protect the security of accounts, Double the Donation doesn't typically add users to any account.
1. The simplest way is to recommend that the new user get the credentials for the account by asking the former administrator of the account or asking the former administrator to add you as a new user on the account.
2. If you as the user have access to that former email address but don't know the password, reset the password here.
3. If the former admin on the account is no longer with the organization and/or the new user has no access to that email address, try the following:
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The new user has to contact the email administrator to discuss options on gaining access to that former email address. Ask your email administrator if they can give you access to the email address, or pass along a password reset email for the account.
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Consider setting up a catch-all account to help you retrieve emails sent to the email address; Your email administrator can assist with this. A catch-all account is an email address that collects all emails addressed to your domain, including email addresses unknown to the server. A catch-all account is useful for catching and storing emails addressed to misspelled recipients in a domain. After setting up the catch-all account, you can click reset your password. After resetting the password, sign in to your account with Double the Donation and then update the email address on the account to your current email address.
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Ask your colleagues to see if they were added as Admins on your account. Typically we recommend three admins so there's a good chance one of your colleagues is also an Admin. If so, they can log in and add you as a user by following these instructions (Add User Guide).
Please set a new password within 24 hours. If you are unable to find it in your inbox, please check your spam or junk folder. The email link will expire in 24 hours. Once you log in, you can add your email address as a new user and remove the former employees' email addresses.
We highly recommend adding at least 3 email addresses to the account to prevent this in the future: 1) General inbox email address, 2) Matching gifts or donations email address 3) Primary contact person.
If you follow the above steps and are still unable to login to your account, please contact us at support@doublethedonation.com.