A supporter has texted the wrong keyword. What will happen?

If a supporter texts the wrong keyword to one of our shortcodes, one of three things may happen:

  • If the word they texted instead of your keyword is a close enough match to your keyword, the donation may still be processed correctly and attributed to your charity’s campaign
  • If the word they texted instead of your keyword is a close match to another charity’s keyword, their donation may be processed and attributed to the other charity’s campaign
  • If the word they texted instead of your keyword does not closely match any registered keywords, their donation will not be processed and they will not receive any acknowledgement from our system, though their mobile network may still charge them for sending the text message.

If a supporter makes you aware they have inadvertently donated to the wrong charity, please ask them to email the following information to help@donr.com and we can transfer their donation across to its intended destination:

  • Mobile number
  • Mobile network
  • Date of donation
  • Amount donated
  • Charity donated to (A)
  • Charity intended to donate to (B)
  • Confirmation they’d like the full amount transferred from A to B