Author: ch_admin

999

If you are seeing this error codes then follow these steps:

  1. Ensure that your payment details have been entered correctly. If they are, try a different payment method.
  2. Ensure your browser is up to date (Check browser settings for this). We recommend using either Google Chrome, Firefox, or Edge.
  3. Try clearing Browser Cache & Cookies (through the “History” tab in Browser), then reload the donation page and attempt again.

If you are still receiving an error after these steps, you can report the error to our Support Team. Please include the following information in your report so we can assist you the best way possible:

  1. The error code number
  2. URL (website link) you attempted donation on
  3. Date & time of your attempt
  4. What payment method you were trying to use

Do you have a Donor Account with us? Were you logged into this account at the time of the attempt?

How do I find my fundraiser?

There are two ways you can find your donor fundraising page:

1. You can use the search engine and search with the title of your fundraiser; once it appears in the search results, you can simply click on the name of the page to access it.

 

OR

2. You can log into your account; once logged in, you can access the fundraiser under the “Fundraising Pages” tab, and click on either the “View” or “Edit” buttons.

Why is my donation taking longer than usual to process?

From time to time, donations may require additional manual review by our team. If this happens, please be patient. We review transactions Monday – Friday 9:00am-8:00pm EST and it usually takes less than 24 business hours. There is no need to retry your donation as we will review the first donation and making a 2nd attempt may lead to a duplicate transaction.

Once the transaction has been reviewed, you will receive an email from CanadaHelps. If the transaction has been processed, you will receive your tax receipt and confirmation email. If we were unable to process your donation, you will receive an email with the next steps to follow.

How can I contact CanadaHelps?

You can contact us in a number of ways.

By e-Mail
Submit a question by e-mail or send your questions and comments to info@canadahelps.org.

By phone
(416) 628-6948 (in the Toronto area)
(877) 755-1595 (toll-free)

By post
186 Spadina Avenue, Units 1-5
Toronto, ON M5T 3B2

By fax
(888) 787-4264

What do I need to know if I use both Moka (formerly Mylo) and CanadaHelps?

When you donate through CanadaHelps, you can access your official tax receipts for the prior year using our tax receipt generator tool or you can access all your receipts anytime in your CanadaHelps account.

When you donate through Moka’s Round Up to Give, your receipts are available in your Moka (formerly Mylo) app at the end of each month.

To learn more about how the Moka app or the Round Up to Give program, please visit Moka.