Gift of Hope Heart Funds: Frequently Asked Questions

• General Questions
• Setting Up Your Fund
• Donating To Your Fund
• Editing Your Page
  

General Questions

1. Who can set up a Gift of Hope Heart Fund?
   
   Anyone can set up a Gift of Hope Heart Fund, although they are most often opened by close family and friends.
    
2. How long will my Fund stay open for?
   
   Gift of Hope Heart Funds are a lasting tribute to a loved one, and therefore we will never close a Fund.
   
   If you decide to delete your online page, we will still keep a record of the donations received, and your details, should you wish to re-open it in the future.
    
3. Can I set up an online page if I already have an offline Fund?
   
   Certainly - the online page reflects both online and offline donations.
   Setting up an online page will not affect your offline Fund, or require you to start fundraising from scratch. You can easily add the amount you have previously raised offline to the page, and update this at any time.
    
4. I don’t want an online page – can I still set up a Fund?
   
   Yes, you can set up a Fund offline by contacting us via hope@bhf.org.uk  on 0207 487 7137.
   We can either set one up over the phone, or send you a leaflet to fill out and return.
   
   You will still be able to choose which area the Fund supports, and make regular donations to it.
   Setting up an online page can also be done at a later date, if you don’t feel it is appropriate at the moment.
    
5. I have some suggestions as to how you can improve Gift of Hope Heart Funds online. Who should I contact?
   
   We are always happy to receive your ideas, suggestions and general feedback with regards to the online Funds.
   Please pass these on to us at hope@bhf.org.uk.
    
6. I have a Fund, but cannot find it online. Why?
   
   This may be due to one of the following reasons:
   
   You have set up an offline Fund, but not yet set up an online page.
   At the moment we don’t automatically set up an online page for those Funds which are set up offline. However, this is something which we may offer in the future.
   
   You have chosen the option to not display the Fund when people are searching for them online.
   This can be altered by logging into your Gift of Hope Account page, and amending this option.
    
7. What is an offline donation?
   
   An offline donation is simply a donation that has not been made through an online Gift of Hope page. This could be in the form of a cheque, CAF voucher, or even a credit card donation over the phone.

Setting Up Your Fund

1. Why is my text/picture awaiting approval?
   
   Some text, and all uploaded pictures, need to be approved before they can be displayed online. This should be done within 2 working days. If you are having problems please contact us via hope@bhf.org.uk.
    
2. I’ve just tried to submit my page details, but have received an error message. Why?
   
   For security purposes, the online system will log you out if the page is not submitted within a reasonable amount of time.
   For example, this can occur when you have spent a significant amount of time creating wording for your page.
   
   It is always recommended that you use an external text editor such as Word or Notepad to create the Fund’s wording – then copy and paste it into the wording section online.
    
4. How do I change the area of work my Fund is supporting?
   
   If you have accidentally selected the wrong option whilst setting up your Fund, please contact us at hope@bhf.org.uk in order to amend it.
   
   However, due to the difficulty in restricting donations for a specific area, we cannot change your chosen preference on a regular basis.

Donating To Your Fund

1. Why has my name and message not appeared after I made my donation?
   
   There are a number of possible reasons for this – For instance, you may not have ticked the option to display your name and message online.
   However, we can easily display a hidden message. Please send your request to hope@bhf.org.uk, supplying the name your donation was made under, the date & amount of the donation and whose Fund you had made the donation to.
    
2. I have a Direct Debit set up, but cannot see this on my online page. Why?
   
   Direct Debit donations do not automatically appear online at the moment, as these are not processed through the Fund’s page.
   
   However, you can set up a recurring payment, using your debit or credit card, via the page’s Make a Donation link.
   Each time your donation is made to the page, it will be automatically reflected in the page’s Fund Total.
   
   * Please ensure you do not delete your confirmation email from Worldpay after setting up a regular donation. It contains details of how to amend your donation amounts and how to cancel your payments.
    
3. How do I cancel a regular Futurepay donation?
   
   In your original confirmation email from Worldpay, you will have been given details of how to cancel your Futurepay/regular donations. Simply follow these instructions to cancel the agreement online.
    
4. I’ve already made donations in memory – can I transfer these into my Gift of Hope Fund?
   
   Due to the difficulty in restricting donations, we cannot guarantee that we will be able to transfer previous in memory donations into Gift of Hope ones.
   However, if your donations have been made within the last month, please contact us via hope@bhf.org.uk as soon as possible, as we may be able to transfer these.
    
5. Can I leave a personal message for only the next of kin to see?
   
   When you make a donation to a page, you have the option of adding your name and message. By ticking the option underneath the message box, your name and message will be visible to everyone visiting the page.
   However, if you would prefer to leave a personal message which only the Next of Kin can view, make sure you the option is un-ticked.
    
6. How can I add offline donors and their messages to my page?
   
   Once you have set up your page, you can add offline donors and messages by logging into your Gift of Hope Account page.
   Choose to edit your page, and then under the Offline Donor section, add the name and message for the donor.
   
   * When you are only adding a donor’s name, place a space in the message box in order to add this information.
    
7. Can the amount of Gift Aid claimed on offline donations be displayed on my page?
   
   Unfortunately, we cannot display the amount of Gift Aid claimed on offline donations currently.
   However, we are looking at ways in which we may be able to introduce this in the future.

Editing Your Page

1. Can I change the wording and image on my page after setting up my page?
   
   Yes, by logging into your Gift of Hope Account page, you can easily update its image and wording at any time.
   Your changes made need approving before they are displayed – this should take no more than 2 working days.
   
   Please contact us at hope@bhf.org.uk if you encounter any problems.
    
2. Can I change the amount raised offline after setting up my page?
   
   Yes, by logging into your Gift of Hope Account page, you can easily update the amount raised offline at any time.
   
   Please contact hope@bhf.org.uk if you encounter any problems.
    
3. When I try to add an offline donor to my page, I get an error message. Why?
   
   When adding offline donor names to your page, this text may appear: “Name and Message Required”.
   If you would like to add a donor’s name without a message, simply put a space in the message box.
   
   If you are still having problems using this feature, contact us via hope@bhf.org.uk.

More Information

If you have any Gift of Hope questions which are not answered above, please use our contact us form or call 0207 487 7137.

Got any questions about this page?