FAQs for charities - BT MyDonate

FAQs for charities

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What is MyDonate?

MyDonate is a not-for-profit, online fundraising service for UK charities. This service provides a secure, easy-to-use way for millions of people to raise money for the charity of their choice.

Can we use MyDonate?

Yes, provided your charity is registered with the Charities Commission in England and Wales and / or the Office of the Scottish Charity Regulator (OSCR). Northern Ireland charities and CASCs (community amateur sports clubs) can also join MyDonate using their HMRC reference number as can charities who are not required to register with one of the regulatory bodies referred to above.

For details of how to register click here.

Will it cost us anything to use MyDonate?

No. MyDonate is free for charities to use as there are no set up, subscription or commission fees.

Every penny of the money donated (excluding credit/debit card charges - 1.3% Credit Card, 15p Debit Card) is paid into your bank account. BT even collects Gift Aid on your behalf to maximise your fundraising.

Typically, for a £10 donation the charity will receive:

Donation £10

Reclaim Tax (Gift Aid)

£ 2.50

Commission fee

£ 0.00

Credit Card Processing fee

£ 0.13

Debit Card Processing fee

£ 0.15


£ 0.00

Charity receives (Credit Card)


Charity receives (Debit Card)



Will BT be earning any commission from the funds raised?

No, BT will not make any money from donations made online through MyDonate. In addition, we will not be making any charges for our administration or transaction fees so 100 per cent of the donation (excluding credit/debit card fees) goes to the charity.

How is BT funding the MyDonate service?

MyDonate is a not-for-profit service from BT. It is part of the investment we make to the community.

BT invests at least 1% of its corporate pre-tax profits in society each year. In 2014/15, we invested £32.5m in sustainable and responsible business activities - 1.15 per cent of our adjusted profit before tax.

Find out more about the work we do with charities around the world.

You say you are a not-for-profit. Will you be earning any interest on donor’s money?

No. Any interest earned on payments whilst in a client management account will not be kept by BT. This money will be distributed over the relevant accounting period at the discretion of the trustees.

Does my charity have to be Gift Aid registered to use MyDonate?

No, you don’t have to be Gift Aid registered to set up an account but it will reduce the donation amount you receive.

If you become registered for Gift Aid after you have set up your MyDonate account, then you will need to complete a ChV1 form.

Once you have confirmation of your HMRC number and have registered this with us, we will then be able to apply to HMRC on your behalf to reclaim Gift Aid from that point onwards.

Please note that we won’t be able to claim any Gift Aid for you on past donations received.

Will MyDonate collect Gift Aid on our behalf?

Yes, if donors confirm they are UK taxpayers and they want to claim Gift Aid, we will collect it from the government on your behalf.

In order to do this though, we will need you to complete a ChV1 form which you will be prompted to complete once you’ve registered with us.

We want to register with MyDonate but we already have an organisation registered to collect Gift Aid on our behalf. Are we able to have more than one nominated agency?

Yes, it’s perfectly OK to have more than one organisation registered to collect Gift Aid on your behalf.

You can still register with MyDonate and once your account is set up and your HMRC number is confirmed, we can then apply to reclaim Gift Aid on your behalf.

Please note that your first payment after registration might take a little bit longer as we need to ensure HMRC has validated your request.

Can we use other online giving services as well?

Yes of course.

MyDonate is a not-for-profit service from BT. We want to encourage as many people as we can to donate online and to help raise as much money as possible for charities.

MyDonate will help increase the amount of money raised by UK charities because it complements existing fee and commission-based services, giving fundraisers and their supporters more choice over how they donate online.

Several organisations offer online services to help charities raise funds. Why should we choose MyDonate?

MyDonate is free for charities to use as there are no set up, subscription or commission fees. Every penny of the money donated (excluding credit/debit card charges) is paid into your bank account. BT even collects Gift Aid on your behalf to maximise your fundraising.

Providing services such as MyDonate makes good use of BT’s technology and communications expertise, making this a reliable and safe choice for donors to give money to their favourite charities.

Our eDonate system - the inspiration for the MyDonate service - has collected in excess of £160million to date for charities during telethons and disaster appeals, with every penny donated going to the target charity.

Find out more about the work we do with charities around the world.

We are considering building our own e-fundraising service. What are the benefits of using your service instead?

Secure online systems of this type can be expensive for you to set up and administer. BT can provide a professional, hassle-free service for you.

We do not use a third party to take payments. We have our own end-to-end processing system, BT Buynet. This secure system complies with the payments industry security standards and is also used by customers paying their BT bills online.

Our eDonate system - the inspiration for the MyDonate service – has collected in excess of £160 million to date for charities during telethons (such as BBC’s Children in Need) and disaster appeals (via DEC), with every penny donated going to the target charity.

Is MyDonate safe and secure?

Yes, MyDonate is completely safe and secure.

BT is one of the world’s leading experts in online security. We are trusted by security-conscious organisations including high-street banks, the UK government and the Ministry of Defence.

The MyDonate service uses an advanced encryption technology provided by Secure Sockets Layer (SSL), a recognised authentication and encryption software.

The documentation you send us during the application process is dealt with from our secure correspondence processing centre.

All monies in the MyDonate ‘client management bank account’ are held by BT as trustee. The account will not be combined with any other bank account, nor can the bank exercise any right of set-off or counterclaim against money held in the account, in respect of any sum owed to the bank on any other BT accounts. The title of the account distinguishes it from any other account containing money belonging to BT.

How do I register to use MyDonate?

Click here for details on how to register with MyDonate. In order to complete our application process you will need to complete the following documentation:-

  • Charity application form (Mandatory) 
  • ChV1 form (Only if your charity is already registered with HMRC for Gift Aid and you would like MyDonate to collect Gift Aid on donations to your charity). We have pre-filled the information needed on page 4 (boxes 36-39) and ticked the relevant box on page 7, so your charity only needs to complete page 1 (boxes 1 - 8) and all of page 6. Please print the form and sign in ink on Page 6, before sending it with all other appropriate forms to us at: MyDonate Correspondence, BT, Durham, DH98 1BT. 

We will also need you to provide an original bank statement or certified letter from your bank dated within the last three months. This will be returned to you following verification. 

Our charity is not yet registered with HMRC for tax purposes and we are completing a ChA1 form. Do we need to complete a ChV1 form as well?

Yes please complete both forms and send your ChA1 form directly to HMRC and your ChV1 form directly to us at the Durham address stated on the form.

We are an exempt charity. Can we register on MyDonate?

Yes, we welcome registrations from charities who are not required to register with a charity regulator as long as they are recognised by HMRC for tax purposes. We will ask for your HMRC reference number during the online registration process.

How long will it take for my application to be processed?

Click here to register your charity.

As soon as we have received your completed documentation we will begin processing your application. We aim to complete this within 24 hours, but it will depend on the number of applications received. Please note that the process may take up to 3 weeks to complete for charities who are not required to register with a charity regulator. This is due to additional validation requirements with HMRC.

You will receive an e-mail from us confirming that your account has been successfully activated and that your charity has been published on MyDonate. This means that any potential donors and fundraisers can start raising money for you immediately. You will still need to log in to your account and complete your charity profile by adding a description and other details about your charity.

Please remember that you must register with HMRC to receive Gift Aid, before we can apply to HMRC to reclaim Gift Aid on your behalf.

Is support available if we encounter problems?

Yes, our online help and advice can be accessed 24 hours a day.

We have worked with charities to bring you the most comprehensive help guides we can to make using MyDonate very easy.

If you cannot find the answer in our help guides, please contact us.

I’ve forgotten my password – can I reset this?

Yes it’s quick and easy to reset your password using the e-mail address you used when you registered with us. Please click here and follow the onscreen instructions.

Can we customise the appearance of our pages to link them more strongly to our charity?

Yes, you can customise your pages by adding your charity’s logo and including links to other web sites. You can upload photos to your fundraising pages and link to Flickr and YouTube via MyDonate.

You can also link out to social media sites such as Facebook and Twitter.

Your charity’s logo and profile will also appear on the MyDonate search results page as well as on the pages of the fundraisers who are supporting you.

My charity already has a Facebook page – can I link our MyDonate page to this?

Yes, it’s easy to link up. Find out how to do this in the ‘Linking to social media sites’ section of our help guide.

Can we create separate pages for different events?

Yes. Each event has its own page so it’s clear to fundraisers which event they are signing up to and fundraising for.

See our help guide for details on how to create a fundraising event for your charity.

Can we set start and end dates for our events?

It’s up to you how long your fundraising events are shown on MyDonate – you can set and change the dates easily from your charity’s account whenever you like.

This gives you the flexibility to set up events in advance and only show them to fundraisers when you’re ready, or set cut-off points for joining events so you have time to send fundraisers all the information they need.

You can also determine, after an event has closed, how long you can continue to collect money to raise funds (up to a maximum of two years).

Can I modify and update my charity page?

Yes. Just log-in to your account and from your charity home page, you can modify and update your profile details by following the on-screen instructions.

Please note that some changes, such as amending your bank account details, cannot be fully completed online as they will need to be validated by our customer service team.

Can I find out who is raising funds for us, and how much they’ve raised?

Yes, you can. This information can be accessed through the reporting function from your charity account homepage.

Will we receive an e-mail notification for every donation made?

No, not at the moment, but the reporting function captures this information.

Will MyDonate give us contact details for fundraisers and donors?

You will be able to contact your fundraisers about their fundraising events only - unless they have agreed to further contact from you. Donors can be contacted if they have opted in to receive contact from you.

Contact information can be accessed via the reporting function from your charity account homepage.

Do the fundraising totals shown on MyDonate include Gift Aid?

Yes they do. We also show the total without Gift Aid so you can see just how much extra has been raised by claiming Gift Aid on the amount donated.

How do we receive Gift Aid payments?

Gift Aid will be paid directly into the bank account you registered with on MyDonate. These payments will be made to you by BACS transfer on a monthly basis.

How long will it take for donations to reach our bank account?

Payments will be deposited into the bank account you registered with on MyDonate on a weekly basis by BACS transfer.

Do I need to set up a dedicated bank account for my charity?

No, you don't. You can use any of your existing bank accounts. Please note that you can only nominate one bank account when you register with MyDonate.

Can money raised through different events and activities be paid into different bank accounts?

No, at this time we are not able to pay monies into multiple bank accounts.

Can I change the bank account that you pay my donations into?

Yes. Our help guide will give you details on how to do this.

Can I get reporting information for my charity?

Yes. Our help guide will give you details on how to do this.

Does MyDonate support all internet browsers?

MyDonate supports all internet browsers but works best with Internet Explorer 7 and above.

If you want to find out which browser you are currently using, click 'Help' on the toolbar at the top of your internet browser and then 'About Internet Explorer'.

Can I match the reporting codes on MyDonate to my charity's system?

Yes, by using “tagging” you can enter up to 6 tags (cost centre codes, fundraiser location codes etc) to every fundraiser participating in an event for your charity. The ability to “tag” your individual fundraisers to match those in your own systems saves you time and makes identifying your fundraisers much easier. Tagging is simple and easy to use. For more information, please refer to our help guide.

I work at a local branch of a national charity. Do we need to register with MyDonate separately?

If you have your own registration number, you have the ability to register separately with MyDonate.  However, we suggest you might like to check with your national charity before registering with us.

What should I do if I don't receive an email that I am expecting from MyDonate?

In the first instance, please check your spam or junk folders in case it has been misplaced and add MyDonate to your 'contacts' to ensure that you do receive any future emails we send to you. If you still cannot find the email you are expecting, please contact us.

We are a CASC (community amateur sports club). Can we register on MyDonate?

Yes, we welcome registrations from CASCs. We will ask for your HMRC reference number during the online registration process.

What are Popular Events?

What is the Popular Events feature?

Popular Events is a feature that helps charities by taking on the responsibility of building popular fundraising events for them, relieving them of the burden of doing it themselves.

With so many major events being held up and down the country, we recognised that a number of our charities wanted to be able to keep up to date more easily. Our Popular Events feature gives charities the opportunity to do just that and make the most from popular fundraising events.

These events include The Great Run series or one of the many, marathons, half marathons, walks or swims held in the UK.

How does it work?

The Popular Events feature finds events and then pre-builds them for you. Then with one click, you can have your own event copy ready to personalise and publish.

How can charities start using this function?

All charities registered with MyDonate can take advantage of Popular Events. Getting started is easy:

All you need to do is log in to your MyDonate account, click on the Fundraising events menu and go to the Popular Events section. From there you can:

  • See which events have been scheduled and built for you.
  • Decide which ones you want to 'Create'.
  • 'Edit' the events providing your own charity specific information such as contact details, tags and so on.
  • Choose whether to display the event on your Charity Profile page.

What if a charity wants to carry on creating its own events?

That’s no problem. Just don’t select ‘Create’ on any of the listed Popular Events.

If our charity takes no action – what happens?

We’ll carry on building them for you, but they won’t be created or displayed on your Profile Page unless you want them to be.

Can I customise how the Popular Events feature works for my charity?

Yes. Charities will be able to personalise the events published on their pages. For example, some of the event details will be fixed, but others like web addresses and tags can be changed. Charities can also choose to publish an event at a later date.

I’m having difficulty understanding this feature. Is there help available?

We hope you find our new 'Popular Events' feature useful. However, if you require further help or advice please Contact Us at the MyDonate Helpdesk.

Terms and conditions

MyDonate is not responsible for the content fundraisers post on their pages, but if you see something you feel is offensive or inappropriate, please let us know