help with online

FAQs


I've forgotten my login details, what should I do?

Click 'Forgotten login details' on the right hand side of the login screen.   You can request new details to be sent to you. Need more help?

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What is the difference between a gift and a donation?

A gift is the payment you make into your Stewardship account.  A donation is made by Stewardship to the recipient.

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How do I find the recipient I want to give to?

Your favourite recipient list will be generated when you first sign onto your account from the recipients that have received a donation at your request in the previous 6 months.  For other recipients you can search our database when you are requesting a donation to be made.  Some recipients are not searchable on our database.  If you cannot find a recipient you can select ‘can’t find them?’ for further assistance.

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Can I find out how much I've given into my Stewardship account?

Yes.  You can go to the 'summary statement' after clicking 'Reports' on the top menu bar and select relevant dates. If you want to know how much you have given in a previous tax year you can go to the 'gifts by tax year' report.

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I no longer pay tax, can I still Gift Aid my gift?

No, please contact us as soon as possible if you no longer pay sufficient tax to cover the amount we reclaim in Gift Aid (currently 25p in every pound given).

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I have tried to request a donation from my balance but I do not seem to be able to include the Gift Aid?

That's right.  When you make a gift and keep the funds in your Stewardship account any reclaimed tax will also go into your account.  Should you wish reclaimed tax to automatically follow a donation, please request a donation at the same time as you make the gift into your account.

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How much are your fees?

Our membership retention and other fees are set out here

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How do you apply your fee?

We retain a small amount to cover membership (including production of Share magazine) and administrative costs.  If your gift includes Gift Aid we will retain from the reclaimed tax.  If not we will deduct directly from your gift.

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Can I transfer funds to Stewardship through my internet banking?

Unfortunately not.  We are able to arrange payments by Direct Debit, credit card and debit card.

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Does the Gift Aid always have to follow the donation?

No.  You can choose whether you wish the reclaimed tax to follow the donation (when we get it back from HMRC) or be retained in your Stewardship account for later distribution.

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Can donations be made anonymously?

Yes, when requesting a donation you will have this option.

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Can I find out who I have recently made a donation to?

Yes.  You can go to the 'recent donations' report after clicking 'Reports' on the top menu bar.  If the donation has been made following a gift into your Stewardship account it will initially appear in the ‘Pending transactions’ report.

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Can I authorise someone else to administer my account?

Yes.  The account holder can authorise additional users to view and manage their account.  Find out more 

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What is a user?

A user can access the online service to view and manage a Stewardship account.  The account holder will automatically be a user.  Additional uses can be added by the account holder to enable others to administer their account.

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What is a manager and a correspondent?

The manager is normally the account holder and they are the only person who can authorise other users to administer their account.  The correspondent is also the account holder and they will receive all correspondence in relation to the account.  Find out more 

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Why can't I change the correspondent?

This cannot be changed online because all correspondence needs to go to the account holder.  In special circumstances please contact our helpdesk.

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How do I know if the transaction will be processed?

A transaction is only completed once you press the ‘Confirm’ button. For one-off gifts and donations a confirmation page will be displayed.  With regular transactions you can check the summary screen. You can also see if transactions have been processed by viewing the ‘Pending’ and ‘Recent Donations’ reports.

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How can I check if a recipient is on your database?

You can check our database from the 'Find a Recipient' search box on your home page.  Some recipients are not searchable on our database.  If you cannot find a recipient yu can select 'can't find them?' for further assistance.

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How long does it take for funds to clear into my Stewardship account?

Funds credited by Direct Debit will take 3 working days to clear into your account from the date the funds are debited from your bank account.

Funds credited by debit/credit card will clear after 1 working day.

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I have more than one bank account. Can I also use another one to make gifts to Stewardship?

Yes.  Go to ‘add new bank account’ in the ‘Bank Account Details’ screen.

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How quickly can a payment be taken from my bank account by direct debit?

Because we need to request the payment from your bank, the earliest time that a direct debit can be taken is usually 2 to 3 working days in the future.  The online system will automatically show the earliest possible date on which a payment could leave your bank account.

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Which credit and debit cards do you accept?

MasterCard, Visa, American Express, Visa Debit or Delta and Maestro

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What do I do if my payment by card does not get authorised?

You will need to contact your card provider for assistance.

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Can I make a gift by credit or debit card at a future date?

No.  We will seek online authorisation of your credit/debit card and the payment will be processed overnight.  We do not process future dated credit/debit cards or allow regular gifts by credit/debit card.

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Can I make a gift by credit or debit card over the phone?

No.  We do not currently take credit/debit card payments over the phone.

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Can I order a new voucher book online?

Yes.  Once logged into your account go to 'Account Details' and you can order a voucher book from there.

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What is a secure message?

A secure message enables you to safely communicate with us.   Because you are already logged in to our secure system, we know that the request is genuine and the messages can only be viewed by our giving services team.  This method of communication is recommended when you are sending confidential information about your account.

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How long does it take for the reclaimed tax to come back from HM Revenue and Customs?

We make a Gift Aid claim to HMRC every week and it can take around 6-8 weeks to be processed.

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What does ‘available balance’ on my Stewardship account mean?

The available balance shows the amount that is cleared and currently available for donation to a recipient.

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Will a regular donation get paid if there is no money in my Stewardship account?

No, unfortunately not.  When funds become available we will start to make donations from that time.

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Is there a minimum amount I can give into my Stewardship account?

The minimum amount you can give into your account online in a single transaction is £10; there is no minimum donation to a recipient.

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Can I use more than one bank account to fund my account?

Yes, if you have a Direct Debit mandate in place for each bank account.

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Will I still receive a statement through the post?

Yes.  You will receive your statement three times a year together with our Share magazine.

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Under 'Manage Regular Giving' what does 'show detail' mean?

You can specify that a regular gift into your Stewardship account (regular Direct Debit) is used to make donations to particular recipients.  ‘Show detail’ sets out those donations.

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If I cancel a regular donation will the gift into my account be affected?

No, changes to your regular gift will need to be made separately.

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Can I set up a regular gift into my Stewardship account using my debit or credit card?

Unfortunately not.  We arrange all our regular giving by Direct Debit, for cost and efficiency reasons.

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