Introducing the New Dona Support Hub
April 2025

We’re incredibly proud of our reputation for providing exceptional customer support at Dona.
As part of our mission to help charities, places of worship, and community organisations make the most of every donation opportunity, we’re delighted to introduce our brand-new Dona Donations Support Hub — an online portal built specifically for our customers to self-serve answers, learn how to use our award-winning fundraising tools, and get the most out of their donation experience.

Everything You Need, All in One Place
Whether you’re setting up a new donation machine, exploring our fundraising features, or troubleshooting an issue, the new Support Hub is designed to make finding answers fast, easy, and intuitive.
You’ll find everything you need to get started and succeed, including:
- Step-by-step setup guides for your donation machines
- Tips and best practices to help you maximise donations using Dona’s features
- How-to videos and tutorials to make learning simple and visual
- FAQs and troubleshooting for quick fixes and practical advice
And of course, if you ever need extra help, our friendly Support Team is still just a phone call or email away.
The Support Hub is here to complement the great service you already know and love — not replace it.
Learning and Improving Together
We’ve already begun using real customer search queries to improve and expand the Support Hub. Every question we receive helps us learn more about what our charities need, and we’re committed to ensuring the Support Hub always reflects the most relevant, helpful, and up-to-date information possible.
Our goal is to ensure that whether you’re new to Dona or an experienced digital fundraiser, you’ll always have clear, easy-to-follow guidance at your fingertips.

Service That Sets Us Apart
The new Support Hub builds on the strong foundations of care, commitment and diligence that define Dona Support.
Our customer service team consistently achieves between 4.5 – 5 stars in feedback from our users — a reflection of the dedication that goes into every interaction.
Here’s a snapshot of our 2024 support success:
- Average first response time: within 24 hours
- Cases resolved within 24 hours: 95%
- Technical bug resolution rate: 95% of bugs fixed within 1 month
- Total downtime in 2024: just 15 minutes
- Platform uptime in 2024: 99.9%
These numbers tell a story we’re proud of — a story of reliability, responsiveness, and a deep commitment to supporting the incredible causes that use Dona every day.
How to Access the Dona Support Hub
The Dona Donations Support Hub is now live and ready for you to explore.
Dive in to discover helpful articles, video tutorials, and tips designed to empower you and your team to do even more good.
Log in link for existing customers: https://support.mydona.com
Visit the Dona Support Hub and see how easy it is to get the answers you need, whenever you need them.
Call Sales: 0203 488 5038
Call Support: 0203 488 8095
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