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

If a supporter cancels, it’s essentially them saying they no longer want to donate, be involved with nor connected to the organization and all their contact information is removed. 

Once a supporter cancels their account:

• They can no longer login to their Donor Portal
• Any recurring donations and/or sponsorships are cancelled and their personal contact information is removed. Note: Sponsorships may still show on the cancelled supporter’s profile for up to an hour or so after cancellation due to caching.
• A record of any donations or sponsorships is kept for your organization’s record keeping including the supporter’s name and donation information.
• The cancelled supporter’s email address will change to a REACH system generated cancelled_user_xxxxx@reachapp.co email address.
• In terms of Contribution Statements, it’s up to the canceling supporter to download their Contribution Statement prior to canceling. We advise this in the public documentation (Donor Portal > Recent Donations > See All > Download Statement > Choose Date Range > Submit)
• However, if they do not and contact you at a later date requesting this, you can search for the supporter and download their Contribution Statement from their supporter profile (Actions > Contribution Statement). Note that you will need to obtain their contact information to be able to send the statement to them as all of their contact information will be removed at time of their cancellation.  

Adding the Cancelled Supporter Notification#

If you’d like to be notified when a supporter cancels their account, you can Edit your Admin User account to enable the Cancelled Supporter Notification.

Note: Not all Admin Users can edit their own Notifications settings. This can be due to the Admin User permissions set by your organization. In this case, contact the Primary Admin within your organization to request the notification be enabled for your Admin User account.

Here’s how:

• Go to Settings > Admin Users
• Click Edit next to your Admin User
• Under the Notifications tab, check the box for Cancelled Supporter
• Click Save Changes

Once this Notification has been enabled, you will receive an email each time a supporter cancels their account that will link to the supporter’s profile saying they have canceled their account and any of their scheduled recurring donations and/or sponsorships have also been cancelled. It will also link to this article for more information.

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, we are required to include the supporter cancellation option due to privacy regulations passed by various states and countries. 

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

To cancel, a supporter will need to read the large red text box around the Cancel button at the bottom of the page. Once they click the Cancel button, supporters must confirm they wish to cancel before their account is cancelled. 

This double opt-in is in place to help prevent supporters from cancelling their account by mistake. 

Why would a supporter cancel?#

If a supporter cancels, it’s essentially them saying they no longer want to donate, be involved with nor connected to the organization. Otherwise, they could just stop any recurring donations and/or sponsorships.

Will I be notified when a supporter cancels? #

You must opt-in to the Cancelled Supporter notification under your Admin User account to be notified via email when a supporter cancels. Refer here for instructions.

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

All their contact information is removed, they can no longer login to their Donor Portal and any scheduled recurring donations and/or sponsorships are cancelled. 

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

Yes, all donation and sponsorship history will remain in the database. You can view their past donations and sponsorships from their Supporter Profile. This information is also available in your generated Reports; however, their contact information (email, phone, address) will be removed. Their name, donation date and totals will remain.

How does this work with tax records? #

In terms of Contribution Statements, if the supporter wants a record of their contributions, they can download their Contribution Statement prior to canceling. This can be done in their Donor Portal > Recent Donations > See All > Download Statement > Choose Date Range > Submit.

However, if the supporter does contact your organization after they have canceled to request a Contribution Statement, you can print one by going to their Supporter Profile record, clicking Actions > Contribution Statement and following the prompts. 

Note that you will need to obtain their contact information to be able to send the statement as all of their contact information will be removed at time of their cancellation.