Have a question or technical issue? There are three ways to contact the Neon Fundraise (formerly Rallybound) support team:
- Submit a ticket here
- Via email: fundraisesupport@neonone.com
- By phone: (888) 860-6366 ext. 3 for Support, then ext. 4 for Neon Fundraise
- NOTE: for billing and invoice questions, please contact billing@neonone.com
Our support hours are Monday through Friday between 8am and 5pm CT
Support tickets, emails, and voicemails will receive a response within two hours during business hours. Requests submitted after hours and on weekends, holidays, or during other company closures will be responded to as quickly as possible once we return to the office.
Neon One Holiday Closures
New Year’s Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Indigenous Peoples' Day, Thanksgiving Day, the Day following Thanksgiving Day, Christmas Eve, and Christmas Day
Note that if the holiday falls on a weekend day, it will be observed on the Friday or Monday surrounding the date of that holiday.
Submitting Tickets
When submitting a request to the Neon Fundraise Support Center, including the following details will help to expedite response time:
-
- Please select a product: this will be Neon Fundraise
- Provide your email address
- Briefly summarize your issue
- Go into more specific detail in the description field
- Select request type
- Provide a campaign URL if applicable
- Your Organization name
- Attach screenshots of the issue
- Screenshot of issue. If possible call attention to the area you are referring to. This can be very simple with a "Snip" tool that will allow you to draw directly onto the image.
- When images are copied they often break. We recommend saving and uploading the image as an attachment.
- Explanation of what's happening
- Including the steps is helpful. Clients often have different configurations for different campaigns and so vague inquiries can create a delay in response. For example:
- "My form is not working." - Would create delays.
- "Last year we had a custom form called "XYZ" in our Fundraisers Dashboard. When I relaunched Campaign ID 1234 the link exists but it takes to this page: pageexample.com. - We would be able to start right away.
- Including the steps is helpful. Clients often have different configurations for different campaigns and so vague inquiries can create a delay in response. For example:
- Specific user record
- If the issue is specific to a registrant or donor record, provide the ID or email address.
- If this is a fundraiser related issue, do we have permission to login as the fundraiser provided? OR can we create a test record to be deleted later?\
Ticket Categories
We use the following categories to classify tickets. Below are those categories and our expected response times.
- How do I… (Ask about how to use our system) Please search our Knowledge Base or Video Library. If you cannot find resource, we’re happy to help. Expected response time is one full business day.
- Other (Ask any other question) Response to resolution will be provided after initial response.
- Salesforce (Ask about SF integration and settings) For requests that can be configured by the client a response will be provided within one business day. Custom mapping requests will be completed within seven business days (after quote is approved by client). Development requests will be scoped individually.
- Request Site Changes (Request a site change) For non-urgent requests, site changes will be completed within five business days. Urgent requests (donations not coming through, site not loading) will be addressed immediately.
- Report Bug (Report an incident/bug or request information) Response will be provided within one to three business days (dependent upon complexity.) Bugs will be slated for development with an update provide every five days until released.