Use this article when a nonprofit contacts you with questions about registration, validation, or electronic funds transfer (EFT) setup. Resolving these quickly helps partners complete onboarding and start receiving funds.
Use it alongside Helping your nonprofit partners register on the Benevity Causes Portal and Helping your nonprofit partners complete electronic funds transfer (EFT) for status-specific guidance.
Permissions
Anyone with the Reports Manager user role can run the Cause Report to check a nonprofit's registration status and Payment Status.
Answering registration and Causes Portal access questions
Use the scenarios below when a nonprofit contacts you about getting started, accessing their account, or encountering errors during registration.
When checking whether a nonprofit has already registered
Direct the nonprofit to start the registration process in the Benevity Causes Portal. The form identifies whether a profile already exists and offers options to log in or take over the account.
Share How do I know if my organization has been registered? for scenario-by-scenario instructions.
The nonprofit can also use the printable registration guide to confirm that all steps are complete:
Nonprofits often think registration is finished after validation is complete. Encourage them to review their Benevity Causes Portal profile and complete EFT. EFT is a separate step required to start receiving funds through Benevity.
When the previous profile owner is no longer available
If the previous contact is still with the organization, ask them to add the new contact as a subuser. Do not share login credentials between individuals.
If the owner has left or cannot be reached, the nonprofit can often select Apply to Register on the registration form. If they get the message "This account is actively managed. Please contact the current owner or support." (meaning the owner signed in within the last 90 days), they should contact the owner or contact support instead.
Share How do I know if my organization has been registered? and Accessing a registered account.
When a nonprofit sees an error during registration
If the nonprofit gets the error message "An error has occurred while saving your progress" (or "while updating your location"), tell them to contact support right away. Do not try to work around it.
When a nonprofit sees an "Authorization Required" error
The Causes Portal cannot be accessed using a VPN or proxy. Trying to access the profile from outside the domiciled country may raise security flags. Ask the nonprofit to disable any VPN or proxy and try again. If the issue persists, they should contact support.
Answering two-factor authentication questions
Two-factor authentication (TFA) is required for all Benevity Causes Portal accounts. Use the guidance below when a nonprofit has trouble getting through TFA setup or recovery.
When a nonprofit has trouble setting up TFA
TFA is configured for SMS verification and must be set up on a personal mobile device. User accounts should not be shared between individuals. Share How do I troubleshoot Two-Factor Authentication (TFA) issues? for step-by-step guidance. If they lost access to the phone used for TFA, share How do I recover my Causes Portal account if I lost access to my TFA phone?.
Answering validation questions
Benevity validates organizations in-house using official records, with application reviews typically beginning within 24–72 hours. Use the guidance below when a nonprofit has questions about timing, follow-up communications, or a declined application.
When a nonprofit asks how long registration takes
Registration timelines vary by region and by how quickly the nonprofit responds to Benevity's follow-up requests. Prompt, complete submissions help minimize delays.
Share these tips with the nonprofit:
- Submit complete, accurate information and documentation in the initial registration stage. Documentation requirements are listed in the registration guides.
- Match government documentation exactly. Use the organization's exact legal name as it appears in government records (this also matters for EFT later). Do not use non-Latin characters.
- Use a physical address, not a PO Box. A PO Box can cause disbursement issues later.
- Check junk and spam folders after submitting, and respond promptly to any follow-up from Benevity.
- Register and communicate with a single email address that they actively monitor. Using different addresses creates friction.
When asked whether you can contact Benevity on behalf of the nonprofit
No. Benevity may require speaking directly with the nonprofit if support is needed during validation or registration. Direct the nonprofit to contact support themselves.
When a nonprofit's registration is declined
Not all organization types qualify for Benevity. Ask the nonprofit to review country requirements in advance to avoid a declined application.
- Eligibility requirements are dynamic and built into the registration form. Partners can confirm what is required before starting.
- If a country is not listed in the registration form, Benevity likely cannot disburse to that country.
Answering EFT and banking questions
EFT setup is a separate step from registration, and it is required before a nonprofit can receive funds. Use the guidance below when a nonprofit contacts you about declined applications, review timing, or regional eligibility.
When a nonprofit's EFT application is declined
The most common published decline reasons are:
- Information on the form does not match the nonprofit profile or banking document
- The account currency does not match the country's local currency
Partners should also use a bank account in their organization's registered country. Platform validation can reject accounts that do not match that country, even though Causes Help does not list "wrong country" as a named decline reason.
Ask the nonprofit to correct any discrepancies and resubmit. Share Why was my Electronic Funds Transfer (EFT) application declined?.
When a nonprofit is waiting for EFT review
In the United States, many applications are verified automatically. For document upload and manual review, processing times vary based on submission volume. If the nonprofit has waited longer than expected, have them contact Benevity Nonprofit Support directly.
When a nonprofit in India is still showing as ineligible after completing EFT
Nonprofits in India need both an FCRA bank account (for foreign contributions) and a Non-FCRA bank account (for domestic contributions). If one account is missing, they are only eligible for a subset of donors.
Answering inactive nonprofit questions
A nonprofit's profile can become inactive for a variety of reasons. Use the guidance below when a nonprofit or their contact asks about reactivation.
When a nonprofit is listed as inactive
Not all inactive nonprofits can be reactivated. Direct the nonprofit to reach out to Benevity Support from their own registered email through the Nonprofit Help Center. You can also contact support or let your Client Success Manager know, to determine eligibility and next steps.
For nonprofit-facing guidance, share Why is my profile inactive on the Benevity platform? and Benevity's commitment to Nonprofit Organizations. Admins can also read Understanding why nonprofits become inactive.