Cancelling or changing a recurring donation

This article explains how supporters can manage recurring donations and which changes require support from RaiseNow.

Overview

Supporters can cancel or update recurring donations at any time. After completing a recurring donation, supporters receive a confirmation email containing a Manage subscription link.

Using this link, supporters can manage certain aspects of their recurring donation independently.

Key points

• Recurring donations can be cancelled immediately at any time
• Supporters can update their payment method themselves
• Some subscription details cannot be changed directly
• Certain changes require cancellation and recreation of the subscription
• Migrated subscriptions may require support assistance

What supporters can manage themselves

Using the Manage subscription link from the confirmation email, supporters can:

• Cancel their recurring donation
• Update their payment method
• Add a new credit card
• Replace expired card details

Do recurring donations expire?

Recurring donations do not have an expiration date.

As long as the selected payment method remains valid, donations are charged automatically according to the chosen donation frequency.

A recurring donation may stop if:

• The payment method has expired
• A payment cannot be processed successfully
• The supporter cancels the recurring donation

If a supporter wishes to donate regularly for a limited period only, they must cancel the recurring donation when they no longer wish to continue supporting the organisation.

What supporters cannot change themselves

The following details cannot be updated through the self-service link:

• First name
• Last name
• Address
• Email address
• Donation amount
• Donation frequency
• Donation purpose

Change donation amount, frequency, or purpose

If a supporter wants to change:

• Donation amount
• Donation frequency
• Donation purpose

the existing recurring donation must first be cancelled.

After cancellation, the supporter must create a new recurring donation with the updated settings.

Migrated subscriptions

Recurring donations migrated from another system may behave differently.

In some cases:

• Older confirmation email links no longer work
• Supporters cannot access the self-service page

If this happens, contact contact our Customer Success team for assistance.

When contacting us, please make sure to include the following information:

• Name of your organisation
• Your email address
• Supporter name
• A detailed description of the requested change

This helps us to investigate and resolve the issue as quick as possible.