How to reach us
Email is the best way to reach us, day or night:
Write in plain language: no ticket numbers or forms required. If you're writing about a purchase, replying directly to your receipt email works too.
What to expect
- We reply within 1 business day, Monday through Friday.
- Most questions get an answer the same day.
- For more complex issues, we'll still acknowledge your message within 1 business day and tell you our plan, even if the actual fix takes a little longer.
Your organization's support record
Every request is tracked, and your organization can see the record. Each request shows what kind of request it was, when we first replied, whether that was within one business day, when it was resolved, and how. The person who sends a request sees it under My requests. Your organization's owner and admins also see Our organization's requests: every request anyone in the organization has sent, with the totals, a date range, a CSV download and a printable report a technology committee or board can use.
If a request is sensitive (a concern about someone in your own organization, for example), tick Keep this private when you send it. A private request is counted in your organization's totals, but only you and our support team see what it says.
"Within one business day" means by the same time on the next weekday, US Eastern time; a request sent on a weekend starts the clock at 9:00 AM Monday. The times come from the messages' own timestamps.
Help us help you
A few details up front can save a whole round of back-and-forth:
- Tell us which app or page you were using (for example, "Donor Management - Gifts tab").
- What you expected to happen, and what actually happened. A sentence each is plenty.
- A screenshot, if you can grab one. It's often worth a hundred words.
- For access or purchase questions, email us from the address tied to your sign-in so we can find your account quickly.
Things you can fix in 10 seconds
Before you write, these three checks resolve a surprising number of issues:
- Hard-refresh the page (Ctrl+F5 on Windows, Cmd+Shift+R on Mac) to clear out a stale copy of the app.
- Confirm you're signed in at app.allinonenonprofit.com with the right email: it's easy to land in a second account without noticing.
- Check the User Guide in every app's sidebar: it covers each screen and most "how do I…" questions.
Access & billing
- Purchases activate within a few hours (usually faster) and you'll get a welcome email that explains exactly how to sign in.
- Subscriptions renew automatically and can be canceled anytime: sign in, open My Account, go to Billing and renewal, and click Manage billing to open the secure Stripe portal and cancel. Your access runs through the end of the period you paid for. A first annual payment carries a 30-day guarantee (refunded less one month at the monthly rate); renewals and monthly payments are not refundable. The full policy is in our Terms.
- Anything look off on a charge or your access? Email us and we'll sort it out.
Self-serve resources
If you'd rather dig in yourself, these are good places to start:
- Getting Started: the step-by-step setup path, video tutorials, and a setup-call booking.
- The Complete Guide: what every app and feature does.
- The Platform Workflows: what to do first, by role (the Workflow Scenarios live inside).
- The Scenario Playbook: step-by-step answers by task.
- Every app's built-in User Guide and AI Guide, available in the sidebar of the app itself.
However you reach out, thanks for building something good. We're glad to be in your corner.