Fundraiser login when the email address is also a Raisely admin email

If a fundraiser is unable to receive a password reset email, check whether the email address is also used for Raisely admin access.

Raisely uses separate login experiences for organisation administrators and campaign fundraisers. An email address used for admin access may not work as expected in the campaign fundraiser login flow.

What is the issue?

You may experience one or more of the following:

• A password reset email does not arrive after requesting it from the campaign login page.
• The fundraiser can access the Raisely admin panel but not their fundraiser dashboard.
• A fundraiser profile was created using an email address already used by an organisation admin.
• The fundraiser is unsure whether to use their admin password or their campaign password.

Why does this happen?

Organisation admins and campaign fundraisers have different access paths:

• Admin users sign in through the Raisely admin login.
• Fundraisers sign in through the campaign site.
• A People record and a fundraiser profile are separate from an organisation admin account.

When the same email address is used for both purposes, the campaign password reset flow may not recognise the address as a standard fundraiser login. As a result, a password reset email may not be generated.

Recommended setup

Use separate email addresses for:

1. Raisely organisation admin access.
2. Campaign fundraiser access.

This keeps administrator access separate from campaign participation and helps ensure that fundraiser welcome emails and password resets are sent to the correct account.

If you are signing up as a new fundraiser

Use an email address that is not already used for Raisely admin access.

After signing up:

1. Check your inbox for the Fundraiser Welcome email.
2. Open the login link in the email.
3. Follow the prompts to access your fundraiser dashboard.
4. Save the campaign login details separately from your admin login details.

For test fundraisers, you may be able to use an email alias such as `name+test@organisation.com`, depending on your email provider.

If the fundraiser profile already uses an admin email

Do not create another profile to work around the login issue.

Instead:

1. Check the Fundraiser Welcome email for the fundraiser login link.
2. If the link is unavailable or does not work, contact Raisely Support.
   1. Provide the fundraiser profile URL and the email address currently associated with it.
   2. Provide the alternative email address that should be used for fundraiser access.

Raisely Support can review whether a separate People record should be created or used and whether the existing fundraising profile should be assigned to that record.

Changing the profile owner does not create a new team or replace the existing campaign. It changes who can access and manage the existing fundraising profile.

If you already have another People record

If you already have a separate personal or non-admin People record, you can re-assign ownership of the existing fundraiser profile to that record. Reach out to Raisely Support if you need help with that.

If a password reset email still does not arrive

Before contacting Support, check:

• The email address was entered correctly.
• The email did not arrive in junk or spam.
• The email address is not being blocked by your organisation’s mail filters.
• You are requesting the reset from the correct campaign login page.
• The email address is not already used for Raisely admin access.

If the email address is also an admin email, contact Raisely Support rather than repeatedly requesting a campaign password reset.

When contacting Support, include:

• The campaign URL.
• The fundraiser profile URL.
• The email address currently associated with the profile.
• Whether that email address is also used for Raisely admin access.
• The approximate time of the latest password reset attempt.
• A screenshot of any error message.

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