To help ensure your experience is as smooth as possible, we have compiled the answers to our most frequently asked questions below. First, to get you the quickest help possible, it is important to know exactly who to contact when you need assistance!
🛑 Important: Who to Contact for Support
We know it can be frustrating when you just want to quickly update a donation or get your tax documents in order, but to keep your personal and financial information completely secure, Tithely Support does not have authorization to access, alter, or manage your personal donations. Reach out to your Church Administrator for:
Recurring Gifts: Starting, editing, or canceling an automated recurring donation.
Tax Statements: Obtaining your annual tax statements or requesting revisions/corrections to them.
Donation Management: Reviewing your past donation history, investigating specific charges, or requesting a refund for an accidental gift.
Note: If you reach out to Tithely Support regarding your personal donations, tax statements, or recurring gifts, we will not be able to assist and will kindly direct you back to your church. Your church admin has all the necessary resources and secure permissions to help you! Your church admin is always encouraged to reach out to us as well, should they have questions about managing your gifts.
Reach out to Tithely Support for:
Technical Issues: If the Tithely app is crashing, you are experiencing software bugs, or a website feature is fundamentally broken.
You can reach out to Tithe.ly Support via the help widget located in the bottom right corner of your app.
📖 Frequently Asked Questions
Getting Started & Security
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How can I give to my church?
You can download the Tithely giving app where you will be able to find your church and give! It only takes a couple of minutes to set up your account and then you'll be able to see your giving history and manage your account. You can also give online by visiting your church's website.
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Does it cost me anything to sign up to give?
Nope! It costs you nothing to give to your church using Tithely. You have the option to cover the fees associated with your donation should you so choose.
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Is my Credit / Debit card information secure?
Yes! We take data and payment information security very seriously. We store all sensitive financial information with bank-level security. All information transmitted to our banking partner and on our site is done via an encrypted HTTPS (SSL) connection, and stored by our banking partner to PCI DSS Level 1 compliant standards.
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How will my data be used?
Your personal data will never be sold, traded, or given out to third parties. The organization you are giving to will have access to your contact information.
Managing Your Account & The Tithely App
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How do I edit my information?
You can manage and update all of your account information by opening your My Account menu and selecting Edit.
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Why does the App look different?
The new and improved Tithely Giving App available for iOS (Android coming soon!) is now a black icon with a green leaf (previously it was a green icon with a white leaf).
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Why do I have to login to the App again?
With the new app comes new security features to enhance the safety of your information! This means you will likely need to sign in with your email and phone number the first time you open the new app. After that, you should be able to login with just your PIN Number.
Payment Methods & Giving History
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How do I change/update my payment method?
If you already have an account with Tithely and would like to change your payment information, you can do so from the Tithely app or by logging into your account online and clicking on "Payment Methods" in the menu bar. You will need to delete your old form of payment and add a new one.
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Where are my saved Payment Methods in the App?
Once you are logged into your account and select the church or organization you normally give to, your payment methods should populate automatically. If not, you'll want to add them back in.
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My Giving History is missing in the App, what happened?
Your Giving History is specific to the church location you are currently viewing. If you've donated to other churches, you will need to access their respective giving history to review contributions made to them.
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What happened to Multi-Fund Giving?
Some donors became accustomed to using the app to donate to multiple different funds at one time. While our updated version of the Giving App does not currently provide this ability, you can quickly and easily donate again using your stored payment methods. We will be bringing this feature in, and hope to release it later this year.
Processing Timelines & Refunds
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How will I know when my credit, debit, or ACH are charged?
Anytime you're charged, you will receive an email donation receipt.
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How long does it take for my church to receive my gift?
It usually takes 2-3 days between the time you give and when it appears in your church's bank account. If you've given through ACH, it can take up to 10 days for the bank to process the charge.
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Why does my church show my donation is pending if my bank already shows the funds have been released?
While the funds may be taken from a donor's bank account within 24 hours of the payment, the ACH network between processors and banks has a settlement period. This can range from 3-10 days depending on the bank and which version of the giving form was used. Tithely does not receive these funds until the transaction is settled.
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What if I accidentally give the wrong amount?
If you make an accidental donation, please reach out to the church you've given to directly to request a refund. Please Note: Refunds may take up to 7 business days to appear back in your account.
Recurring Gifts
How do I change/cancel my recurring gift? In order to change your auto recurring gift fund/designation, you will need to delete your existing recurring gift and then set up a new recurring gift. (Remember, if you need assistance doing this, please contact your church directly, as Tithely Support cannot edit this for you!)