Troubleshooting Cell Phone Issues

What if I text a keyword to the text-to-give phone number, but I don’t get a response?

Your phone may be blocking the phone number.

Check your phone for a list of blocked numbers and unblock the number that you are texting. Then, try your text again.

Your phone may not be receiving cellular service.

Check that your device is turned on and you have wi-fi or cellular service that is available. Check that your device is not on airplane mode.

Your phone may need a quick reset.

Power off your phone and wait 15-30 seconds. Power it back on and wait for your apps to fully reset. Try your text again.

What if I text a keyword to the text-to-give phone number, but I receive a “Service is Denied” message?

It is possible that your cell carrier has blocked SMS (five-digit) short-code messaging on your plan. Please call 611 and request that SMS short-code messaging be enabled.

What are browser cookies and why do I need them?

Without cookies enabled, our system cannot securely log you in through your internet browser to initially add your information or manage your account. To check if you have cookies enabled, visit https://www.whatarecookies.com/enable.asp on your device. If that page says “Cookies are DISABLED in this browser” then you will need to enable them. If you need help enabling cookies, there’s a handy help guide at https://www.whatarecookies.com/enable.asp

How do I unsubscribe from text message alerts?

If you no longer wish to receive text messages from us, reply STOP. You will receive a final text message saying that you will no longer receive alerts.

What if I have a different question?

Online: Visit https://axpt.me/donorhelp If your question is not answered above, please fill out the form and a support team member will reply by email 365 days a year. We usually respond to urgent requests within a couple of hours. Non-urgent requests are answered within 24 hours.