Supporters have the option to cancel their account in their Donor Portal. This is a compliance requirement and cannot be turned off.

Cancelling an account means the supporter no longer wants to donate, be involved, or remain connected to the organization.

What Happens When a Supporter Cancels#

When a supporter cancels:

• They can no longer log in to the Donor Portal.
• Any recurring donations and sponsorships are cancelled. Personal contact information is removed.
  Note: Sponsorships may still appear briefly on the profile (up to an hour) due to caching.
• A record of all donations and sponsorships is retained for your organization, including the supporter’s name and donation details.
• The supporter’s email address is replaced with a REACH-generated email (e.g., cancelled_user_xxxxx@reachapp.co).
• Supporters are responsible for downloading Contribution Statements before cancelling. Instructions: Donor Portal > Recent Donations > See All > Download Statement > Choose Date Range > Submit.
• If a supporter requests a Contribution Statement after cancelling, you can download it from their profile: Actions > Contribution Statement. You will need their contact info to send it, as all personal details are removed at cancellation.

Admin Notifications for Cancelled Supporters#

You can opt to be notified when a supporter cancels:

1. Go to Settings > Admin Users.
2. Click Edit next to your Admin User.
3. Under Notifications, check Cancelled Supporter.
4. Click Save Changes.

Note: Some Admin Users may not have permission to edit notification settings. In this case, contact your organization’s Primary Admin to enable it.

Once enabled, you will receive an email each time a supporter cancels, linking to their profile and confirming that any scheduled donations or sponsorships have been cancelled.

Restarting a Supporter Account#

Should a supporter request that their account be restarted after they have cancelled, here’s how you can do so:

• In your Admin Console, go to Supporters
• Locate their Supporter Record to go into their Supporter Profile 
• You will need to first update their Primary Email and Username: click Actions > Edit and change canceled_user_xxxx@reachapp.co to their actual email address, and enter the same in the Username field
• Then uncheck the Disable box – this will give them access to their Donor Portal
• Click Save Changes
• Finally, go to Actions > Reset Password and reset their Password. You can then contact the supporter with their new login information.

If agreed upon with the supporter, you can restart any of their donations and sponsorships. To do so will require you add their address and payment information: 

• From the supporter’s Contact Methods tab, click Add a Number or Add an Address to add further contact information
• In the Details tab, under Payment Methods, click Add New to add a payment method on file

FAQs#

Can the option for supporters to cancel their account be turned off?#

No. This is required by privacy regulations in various states and countries.

How do supporters cancel? Can they do so by mistake? #

Supporters must confirm cancellation via a double opt-in, ensuring accidental cancellations are minimized.

Why would a supporter cancel?#

Cancelling indicates they no longer wish to be involved or donate. Otherwise, they could simply stop recurring payments.

Will I be notified when a supporter cancels? #

Yes, if you enable the Cancelled Supporter notification under your Admin User account.

What happens to their information and donations once they cancel? #

All contact information is removed, Donor Portal access is disabled, and recurring donations/sponsorships are cancelled.

Can I still see the cancelled supporter’s past donations and sponsorships?#

Yes. Donation and sponsorship history remain visible in the database and in reports, but personal contact info is removed.

How does this work with tax records? #

Supporters should download their Contribution Statement before cancelling. If they request it after cancellation, you can generate it from their profile via Actions > Contribution Statement. You will need their contact info to send the statement.