I can't sign into my account

• I cannot sign into my account
• I am signed in but something isn’t right

• I have been asked to verify my account with MFA

I cannot sign into my account

If you cannot sign into your Donor or Nonprofit account, please follow these steps to reset your password:

Reset Password

1. Navigate to the Giving Day website where you made your donation
2. Find Login in the top-right corner
3. Select the appropriate option from the Login menu; Donor or Nonprofit
4. Click the Forgot password? Link
5. Type in your email address in the field provided and click the Reset Password button
6. Your password reset link will be delivered to your email within a few minutes; the link is valid for 24 hours and can only be clicked once

Password Reset Issues

Cannot locate the reset email:

• Check your spam / junk folders
• Add domains to your safe senders list to allow these domains
  • amazonses.com
  • neonsso.com

Resent email received:

• If you’ve tried to reset your password multiple times, you’ll need to be sure to click the most recent password reset link in your email
• If you’re clicking on the password reset link and end up on the homepage, you may have clicked the link after it has expired.  Remember, password reset emails are only valid for 24 hours.  If the link has expired, click the request a new password link here or restart the process by choosing the forgot password option on the sign-in page.

I am signed in but something isn’t right

If you’re signed in to your account but something doesn’t look right, see if one of the options below matches your situation.  For additional assistance, please contact us.

You're signed into your Nonprofit account, but there is a message that says you don't have access.

Your user credential has been disabled by another admin. You may need to check with another admin in your organization on the account to request access. If there has been turnover at your organization and need access to the account, please contact us.

I have been asked to verify my account with MFA

Neon One products (except Neon CCM) require Multi-Factor Authentication (MFA) for additional security. MFA (commonly referred to as Two-Step Verification) is a widely-used security convention that can dramatically increase the security of constituent and operational data. This convention uses multiple methods of identity validation to confirm that users logging into our products are who they say they are. When an individual logs in with a username and password, that is considered one "factor" of verification. The second verification method, either mobile authenticator app or SMS texting, serves as the second factor.

Whenever you log in from a new or untrusted device (and, for security reasons, occasionally on trusted devices), you will need to pass an MFA check. For more information about enabling and managing MFA, please review the linked guide: Multi-Factor (2-Step) Authentication.