FAQ
Frequently asked questions
Straight answers about pricing, payments, receipts, and how DonorCARE handles your organization's data, pulled from the same pages where we answer them in full.
Pricing & plans
Does DonorCARE take a cut of each donation?
No. DonorCARE charges for the plan you are on and takes no percentage of a gift. Online payments run through your organization's own payment gateway account, and the gateway charges its own transaction fee under your agreement with it. Those rates are the gateway's to publish, so check them before you choose one.
What is a Copilot credit?
One credit is one conversation with the Copilot, however many steps it takes to answer you. Actions the Copilot performs on your behalf (drafting a receipt, proposing a donor segment, flagging a compliance gap before LHDN does) cost no credits at all. A long conversation costs the same one credit as a short one, and your credits never expire mid-month.
Why is Enterprise pricing not published?
Enterprise includes LHDN MyInvois submission volume, SLA, and support scope that varies by organization. Published pricing would either under- or over-charge most buyers. We quote after a 20-minute scoping call.
Isn't a Claude API subscription cheaper than paying for an AI Copilot tier?
Claude is a language model. Copilot is the LLM plus DonorCARE-scoped tools, audit trail, approval workflow, and proactive jobs running on your data. You get the chat AND the guardrails. The LLM fee is a small part of that cost; the rest is engineering we take off your plate.
Can I use Google Forms and a spreadsheet instead?
Yes, until you need a Section 44(6) receipt, LHDN e-invoice, recurring donations, or a board report. DonorCARE's Free tier covers the first three objections for free; Pro covers the last.
Can I upgrade or downgrade anytime?
Yes. Change plan any time from your dashboard. Upgrades are prorated; downgrades credit to the next cycle.
What happens when I reach my donation limit?
The Free plan records up to 100 donations a month. Past that, new donations are not accepted until the next month begins or you move to Pro, which has no limit.
Is there a contract or commitment?
Free is free forever. Pro is month-to-month or annual, and you can cancel anytime. Enterprise terms are negotiated per engagement.
What payment methods do you accept?
Credit / debit card (Visa, Mastercard) and FPX online bank transfer for Pro. Enterprise accepts direct invoice / PO.
Donations & payments
Which payment gateways can we use?
CHIP, Billplz or toyyibPay, each through an account your organization opens with the gateway itself. CHIP carries FPX, DuitNow QR, cards and e-wallets, and is the one that runs monthly gifts. Billplz and toyyibPay take one-off gifts. You can also start with no gateway at all and record cash, cheque and bank-transfer gifts by hand.
Most of our donations are cash at the counter. Is this only for online giving?
No. Cash, cheque, and bank transfer are payment methods in DonorCARE too, not just the online ones a gateway carries. Staff record a counter gift the same way they'd record an FPX payment: pick the method, enter the amount, and it's saved on the same donation record as everything else, with a reference-number field for the bank slip or cheque.
Some of our donors are elderly and do not use banking apps or smartphones. What do they do?
They give the way they already do: cash at the counter, or a bank transfer someone keys in on their behalf. Staff record it as a cash or bank-transfer payment, and it is tracked exactly like an online gift. For donors who have a phone but no banking app, a DuitNow QR image and bank-transfer details are shown as a fallback on the donate page itself.
What happens if an e-invoice submission to LHDN fails?
It does not get silently retried and forgotten. Rejected MyInvois submissions (Enterprise plan) surface in the admin's Needs Attention queue and the Compliance dashboard, with the rejection reason attached, so someone can fix the underlying data and resubmit.
Can I accept payments in a currency other than ringgit?
No. DonorCARE is MYR only, across the whole product. There's no multi-currency mode.
Can a donor set up a recurring gift by FPX or e-wallet?
Not today. Recurring gifts run on a saved card through CHIP only. FPX, DuitNow QR, and e-wallet donors can give, but each gift is one-off, and so is every gift taken through Billplz or toyyibPay.
What happens if a wallet payment reports paid but the money never settles?
It doesn't get marked complete on the gateway's notice alone. DonorCARE checks the gateway's own record first, and a regular sweep catches anything left stuck in between.
Receipts, LHDN & MyInvois
Does LHDN e-Invoicing apply to our organization?
It depends on your annual income, what kind of organization you are and what you take money for, and LHDN has revised the rules more than once. Check LHDN's current guideline or ask your auditor before assuming either way; our guides for organizations walk through it. If it applies to you, DonorCARE submits each gift to MyInvois and tracks it to clearance, on the Enterprise plan. If it does not, you never switch it on.
What happens if a submission to LHDN fails or is rejected?
It doesn't disappear into a black hole. Every submission carries a real status (draft, pending, submitted, valid, invalid, or cancelled), so a rejection shows up as invalid, not silence. Rejected and stuck submissions surface twice: as a 'Needs Attention' item on your dashboard, linking straight to the record, and on the Compliance analytics page, which tracks rejection reasons and a running validation rate so your finance lead can see the pattern, not just one red badge.
Can I build a rule like 'when a donation completes, do X'?
Yes, on the Pro plan and above. Automations start from a donation completing, a donor changing recognition tier, a form submission, or a donor lapsing, and then run steps in order: wait, send the donor an email, or notify your staff. If you'd rather have your own system react, you can also subscribe an outbound webhook to the same event.
Do you integrate with Stripe, a CRM, or a ticketing system?
Not yet. Those appear as coming-soon in our own admin, and we're not going to market them as shipped before they are.
Does the SQL Accounting export sync automatically?
No. It's a file you generate and import into SQL Account desktop software yourself. It is not a continuous sync.
We already use an accounting system. Does DonorCARE replace it?
No, and it isn't trying to. DonorCARE is built as a donor sub-ledger, not a general ledger. It doesn't hold a chart of accounts, a trial balance, or a fiscal-year configuration. It records donations, dates, and receipts, then feeds that into your accounting system through the SQL Accounting export or a CSV/JSON export, rather than replacing the books you already keep.
Can we get our donation and donor data out if we ever need to switch systems?
Yes. Exports cover donation CSV, receipt batches as a ZIP, and a full data export in JSON, alongside the LHDN and SQL Accounting formats above, so your records aren't locked into a format only DonorCARE can read.
Data & security
Who owns our donor data?
Your organization does. Under the PDPA you are the data user for your donors and DonorCARE is your data processor: we hold their details on your instructions, for the purposes you set. Each organization's records are kept apart from every other's, and you can export yours at any time.
Who is behind DonorCARE, and will it still exist in five years?
We don't publish a founder bio, headcount, or funding history on this page. If that's what your procurement process needs, ask us directly and we'll answer plainly rather than pad this page with a story. What you can check yourself, without taking our word for it: DonorCARE's scope is deliberately narrow (it names itself a donor sub-ledger, not a general ledger, and says so in writing), and the decisions behind how it handles your money and dates are written down, numbered and dated, not settled quietly and forgotten. A product built to encode Malaysian statutory rules as its core job, with its own reasoning written down, is what we can show you today.
Is our donor data kept separate from other organizations using DonorCARE?
Yes. Every organization's data is kept apart from every other's, checked on every lookup and checked again by AI Copilot before it returns anything, so one organization's login cannot reach another's donor records.
If we stop paying, do we lose our donor data?
You can export your donation history, receipts, and donor records at any time, as a CSV, a ZIP of receipts, or a full JSON export, so your records aren't locked into a format only DonorCARE can read. We don't have a published policy on what happens to data after a cancellation to point you to beyond that; if that matters for your board's decision, ask us before you commit budget rather than assume an answer either way.
Do you support organizations outside Malaysia, or other currencies?
No. DonorCARE is Malaysia-only and MYR-only, by design, not as a current limitation waiting on a roadmap item. The MyInvois e-invoice submission itself refuses to file anything in a currency other than MYR. That's a deliberate rule, not an oversight, because a converted figure filed under the wrong currency is worse than no submission at all.
The CARE suite & roadmap
Do I have to buy the whole suite?
No. DonorCARE stands on its own and always will. Every capability on the rest of this site works without a single sibling app installed. The suite is an option, not a prerequisite, and it is priced per product rather than as a bundle you have to swallow.
Is my donor data copied into these other apps?
Not today, because the bridges that would do it do not exist yet. When they do, the intent is that DonorCARE sends events a sibling app receives, rather than copying your donor database into a second system. There is one main copy, enriched elsewhere. Your organization owns that data either way, and can export it in full at any time.
You keep saying 'intend'. Why not just give a date?
Because a date on a marketing page is a promise, and we have watched enough software roadmaps to know which ones get kept. What we can commit to is the direction and the order: BizCARE CRM next, TicketCARE and Books after, and this page updated when a status genuinely changes rather than when it would be convenient.
What happens if a sibling app goes down?
Donations keep working. That is a design rule, not a hope. The FormCARE link already works this way: a FormCARE outage cannot block a donation, and it cannot block deleting a campaign either. Every future bridge is built to the same standard, because the money path is the one thing that must not have a second point of failure bolted onto it.
Can I connect my own systems instead of waiting?
Yes, and some organizations should. Nine event types fire as signed outbound webhooks with failure tracking, and exports cover donation CSV, receipt batches, a full JSON export, and the LHDN and SQL Accounting formats. That is the same door the sibling apps will come through, so you do not have to wait for us to walk through it first.
Is single sign-on available on every plan?
Sign-in through JomCARE is how DonorCARE accounts work. It is not an enterprise upsell. What varies by plan is which integrations you can switch on: MyInvois e-invoicing and API and webhook access are Enterprise features, while CHIP payments and email are available from Free.
Still have questions?
Book a demo or send us a message. We answer plainly, or say when we don't have an answer yet.