Support
One inbox, real response times, no phone tree.
Fundly support is a small team that reads every message. You will get a human reply, not a ticket-tracking number that goes nowhere. The targets below are the ones we hold ourselves to; we publish the actual median response time once we have a full cohort of data.
How to reach us
The single inbox for everything: [email protected]. We do not have a separate support portal — the email inbox is the system of record.
Status page
For platform-wide incidents (Stripe processing degraded, login pages unreachable, an outage in checkout), check the status pagefirst. If the page is reporting an incident, no need to email — we already know and are working on it.
Report a campaign
Every live campaign page has a Report link in the footer. Reports go to a human review queue, with child-safety concerns prioritized. The same [email protected] address works if you would rather write an email.
Response-time targets
Targets are in business days (Monday through Friday, US Eastern). The first reply may be a clarifying question; the resolution time depends on the issue.
| Category | First-reply target | Examples |
|---|---|---|
| Billing & payments | 1 business day | Launch-fee charge, Stripe payout missing, refund request, tax receipt question. |
| Account & access | 1 business day | Locked out of your account, lost authenticator device, advisor role change. |
| Feature questions | 3 business days | How does a sale-campaign coupon work? Can I run two campaigns at once? How do I import a roster? |
| Urgent — live campaign or child-safety | Same business day, prioritized | Live campaign is misbehaving, suspicious donor activity, anything involving a minor's safety. |
| Everything else | 2 business days | General questions, partnership inquiries, press, suggestions. |
Escalation path
If the first reply does not resolve your issue, the path below gets you to a senior engineer or platform admin without re-explaining the problem.
- First reply by email within the response-time target above.
- If the first reply is not enough, reply on the same thread and ask for an escalation — we will loop in a senior engineer or a platform admin within one additional business day.
- If your issue is unresolved after the escalation reply, ask for a callback with a date and a phone number — the platform admin on call will reach out within the same business day.
- If the issue involves a child’s safety, see the Report link on any live campaign page; those reports are reviewed by a human within hours, not days.
What to include in your email
The four lines below let us answer in one round instead of two. Skip what is not relevant.
Treasurer, principal, advisor, parent volunteer. We use this to look up the right tenant and to route your question to the right inbox.
If your question is about a specific campaign, the ID is on the campaign detail page. With the ID we can pull the full state in seconds; without it we have to ask.
Two or three sentences is plenty. Screenshots are welcome — paste them inline if your email client supports it.
If a campaign is live and donations are misbehaving, mark the subject line with URGENT and we will triage it ahead of the queue. Marking non-urgent messages URGENT pushes real emergencies down the list, so please use it when it is actually urgent.
Status & incidents
The status page is the source of truth for platform-wide incidents: Stripe processing, the donation checkout, login, the org-admin dashboard, the student dashboard, and the public campaign pages. The page is updated by the on-call engineer; subscribers get an email when a new incident is opened or resolved.
If you suspect an incident that is not yet on the status page, email [email protected] with the subject line starting with INCIDENT. We will investigate and, if confirmed, post the incident publicly before replying to your message.
Looking for something else?
The FAQ answers the questions that come up most often in evaluation. The pricing page has the worked examples. The for-admins page has the role-by-role view of how the product works.