I have forgotten my password.
You can reset your password by clicking the ‘forgot your password?’ link on the login page. You’ll be sent an email which will contain a link to reset your password.
I'm not receiving the password reset email.
Visit 'Not receiving a reset password email' for help.
I'm having problems choosing a password.
Safety and security are always top of mind for us. We therefore have the following password requirements:
The password requires at least 12 characters and include the following:
- At least one upper or lower case letter.
- At least one Number.
- A special character, such as !, #, or %.
To ensure a strong password:
- Don't use your email address or easily guessed words.
- Don't base your password on personal details such as birth date, phone number, or names of family members.
- Don't use the password for your email account or other websites or online accounts.
- Consider basing your password on a phrase or sentence. Each character you add to your password makes it harder to hack.
I use a shared email address and am not able to log in with Multi-Factor Authentiation (MFA).
If you log into JustGiving using someone else's email address, or a role-based email address, you'll need to get your own email address added to the account so you can log in securely with MFA. Any of your account Administrators can add you to the account by following these simple steps:
- Log into your JustGiving account and click on the 'Settings' tab.
- Click 'Create and manage users'.
- Add the user's details to the account.
If you aren't sure who is an Administrator on your account, please contact us and we'll be happy to help.
Top tip: You can have an unlimited number of users on your JustGiving account, so make sure everyone who needs access has their own account!
I'm getting an error message when trying to log in.
If you receive an error message when creating your Blackbaud ID, connecting your JustGiving account with your Blackbaud ID or when setting up Multi-Factor Authentication please reach out to our support team. Please include a screen shot of the error message you are receiving if possible, this will help our team identify the problem.
I can’t load the pages to set up MFA or to enter your confirmation code.
If you can't access the page to enroll in MFA or the page to enter your confirmation code, refresh the page to make sure that you aren't experiencing a connectivity issue.
If the page still fails to load, ask your IT admin to check whether your organisation's firewall allows traffic from auth0.com. If not, your IT admin needs to update the firewall settings to allow traffic from auth0.com so that you can access those MFA pages. If the page still fails to load, make sure your firewall settings also allow traffic from https://code.jquery.com/jquery-3.1.0.min.js .
The code from an authenticator app doesn't work.
When you sign in, you have five minutes to enter your confirmation code. If five minutes pass before you enter the code, sign in again with a new confirmation code from your mobile authenticator app.
If the new code doesn't work, select ‘Need help?’ and ‘I don't have access to my multi-factor authentication device’ to sign in with your recovery code. If you don't have your recovery code but have a recovery phone number, select ‘Don't have your recovery code?’ to sign in with your recovery phone number and reset MFA. The recovery phone number is only an option if you receive confirmation codes through a mobile authenticator app.
I didn’t receive a code from a text message.
If you receive confirmation codes through text messages and don't get a six-digit code when you sign in, select ‘Having trouble’ when prompted for your code and then select ‘I didn't receive a confirmation code’ to request a new one.
If you don't receive a confirmation code after requesting a new one, check your device's phone or Wi-Fi signal to make sure you can receive text messages.
Keep in mind that if you change your phone number, you won't receive confirmation codes. To sign in with your 24-digit recovery code, select ‘Having trouble’ and ‘I don't have access to my multi-factor authentication device’.
The code from a text message doesn't work.
You have five minutes to enter a confirmation code when you sign in. If the code expires or doesn't work, select ‘Need help?’ and then select ‘My verification code isn't working’ to request a new one.
You can only request 10 confirmation codes within an hour of an attempted sign-in. If 10 codes expire, you can request another code every hour until you successfully sign in.
I can't access my device or confirmation codes.
If you can't access your personal device or confirmation codes, select ‘Need help?’ when prompted for the confirmation code and then select ‘I don't have access to my multi-factor authentication device’ to sign in with your recovery code. You can only use the recovery code once, so save the new recovery code that you receive when you sign in.
If you don't have your recovery code but have a recovery phone number, select ‘Don't have your recovery code?’ to sign in with your recovery phone number and reset MFA. This option is only available if you receive confirmation codes through a mobile authenticator app.
Still having problems?
Contact Us