Alongside the upcoming packages, we want to make sure every client knows how to reach our support team and what to expect when raising a request.
GiftAider support
Here to help
Please send all support requests to our support team.
support@giftaider.com
This ensures your request is logged, assigned a tracking reference and reviewed by our Client Services team. Requests sent directly to individual staff members may take longer to process.
What to include in your request
To help us assess your request, include:
- A clear description of the issue.
- When it occurred.
- How it affects your work.
Keep your information safe. Please avoid including passwords or unnecessary personal or financial data.
When support requests are reviewed
Our support team operates during normal business hours. Requests received outside these hours, including after 5:00 pm on Fridays, will normally be assessed on the next business day. Critical incidents requiring immediate attention are the exception.
How we prioritise your request
Tickets are prioritised according to their impact. Response times refer to our initial response; target resolution times indicate the timeframe we aim to achieve.
| Priority | Initial response | Target resolution |
|---|---|---|
| P1Critical | Within one hour | Within 4–8 hours |
| P2High | Within four business hours | Within 1–2 business days |
| P3Medium | Within one business day | Within 3–5 business days |
| P4Low | Within two business days | Considered for a future product release |
Always treated as critical
Security, personal data, financial data integrity and Gift Aid compliance issues are always treated as critical and escalated immediately.
What happens next
We will acknowledge your ticket, assess its priority and keep you informed until the issue is resolved. This process helps us provide consistent, transparent support to every GiftAider client.
For support or questions, contact our team.
Email GiftAider support