If your organization’s Verified Owner has left and you cannot log in using their email address, you must submit a formal Transfer of Ownership request. Ownership changes by a verified Secondary User cannot be completed through self-service. To protect organizational data, payment information, and system access, Bonterra requires verified authorization before updating the account/record owner.
The following steps will guide you through the ownership transfer process when the Verified Owner has left, and their user account cannot be accessed, from submitting your request through final review and approval. Verified Owners who can access the Nonprofit Hub must transfer ownership through the Users Section of the Organization Profile.
Step 1: Submit a Transfer of Ownership request
Contact Bonterra Support and request a Transfer of Ownership for your organization’s Nonprofit Hub record.
In your request, include:
Organization name
EIN (or NCES ID, if applicable)
This information allows Support to locate your organization’s record and initiate the review process.
Step 2: Prepare the required authorization letter
To update the Nonprofit Hub Owner, you must provide formal documentation verifying the change in ownership. This only applies when the current owner is no longer with your organization, school, or government entity.
Bonterra requires a dated letter on official organization, school, or government department letterhead that includes all of the following:
Organization, school, or government department name
Address
Tax ID or NCES ID
Date the letter was drafted
Signature of the new owner
A statement confirming that [New Owner Name] should be listed as the account/record owner
The name of the person being replaced
The letter must also include the new owner’s:
Full name
Organizational email address used for login
A universal or role-based email address is strongly preferred but not required
Personal email accounts (such as Gmail or Yahoo) will not be accepted
Phone number
Job title
Signature
Ensure all required elements are included before submission to avoid delays in processing.
Step 3: Submit the documentation as a PDF
Attach the signed letter as a PDF when replying to your Support request.
Submitting the documentation in PDF format helps ensure the information is securely received and properly documented during the review process.
Step 4: Allow time for review and verification
After Support receives your completed request and documentation, the review process typically takes 3–5 business days.
During this time, Bonterra verifies the authorization and updates the ownership record once approved.
Ownership changes cannot be self-initiated without verified authorization. This safeguard helps:
Ensure account security
Protect payment information
Prevent unauthorized access to organizational records
Additional information about ownership
Account/record owners can grant additional users access to the organization’s record, although permissions are limited based on user role.
Administrative access is typically granted to the most senior individual responsible for employee engagement and reconciliation of charitable funding.
If you have questions about the status of your request, reply directly to your existing Support case for assistance.
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