How do I encourage donors to update their recurring donations?

Asking your donors to update their recurring donations can be a delicate subject!

Below are some templates you can use (and personalize!) to let them know you are now using 'Fundraising Pages' to collect donations and encourage them to create a new recurring gift there!

1) E-mail Template

Hi [FIRST NAME],

Thank you for your ongoing support of [ORGANIZATION NAME] through your automatic credit card deduction. Your commitment to [MISSION/CAUSE/BENEFICIARIES] is critical – and very much appreciated! I am so grateful to you!

Because of changes to our donation processing platform, we need you to update your recurring donation information here [INSERT LINK HERE] to ensure that your recurring gift is not interrupted.

I know you care about the impact you have on [MISSION/CAUSE/BENEFICIARIES], so I wanted to let you know that we’re asking you to update your donation information now because we have updated our donation pages and payment processing system to Bonterra.

To protect your credit card information, we cannot transfer your credit card information automatically. Your recurring gift to [ORGANIZATION NAME] of [DONATION AMOUNT] [FREQUENCY] has stopped.

I’m asking you, our dedicated donor, to visit our donation page [LINK] to re-establish your recurring gift there. I appreciate your support, and I truly appreciate you making the switch to our new payment processor! Please let me know if you have any questions.

[BUTTON WITH TEXT - Example: Set up your new recurring gift!]

Thanks in advance,

[YOUR NAME]

[YOUR TITLE]

[YOUR PHONE NUMBER]

[YOUR E-MAIL ADDRESS]

P.S. Please update your recurring gift today to ensure your impact on [MISSION/CAUSE/BENEFICIARIES] is not interrupted.

2) Phone Scripts:

Hello! May I please speak with [DONOR NAME].

I’m [CALLER NAME], [RELATION TO ORGANIZATION]. Is now a good time to chat briefly?

First, I’d like to thank you so much for your generous support of [MISSION/CAUSE/BENEFICIARIES] through your recurring automatic donation. I’m calling today to let you know that we’ve switched to a new donation payment processor, which means your current automatic payments will no longer work. Would you like to continue your impact on [MISSION/CAUSE/BENEFICIARIES]?

If yes – Thank you so much! To protect your private credit card information, we need to ask you to go online to set up a new recurring gift. I’d like to send an email with the link to our new donation page. Would that be okay?

I’m hoping that you will renew your gift as soon as possible to avoid a disruption in the incredible impact you have on [MISSION/CAUSE/BENEFICIARIES]. I’ll send the email by this evening.

Thank you! Do you have any questions? Thank you again!
If no – I’m sorry to hear that. May I ask what might be impacting your decision? I understand. Thank you so much for your previous support.

Phone Message Script:

I’m [CALLER NAME], [RELATION TO ORGANIZATION]. Thank you so much for your generous support of [MISSION/CAUSE/BENEFICIARIES] through your recurring automatic donation. I’m calling today to let you know that we’ve switched to a new donation payment processor. And, to protect your private credit card information, we need to ask you to go online to set up a new recurring gift. I’m hoping that you will renew your gift as soon as possible to avoid a disruption in the incredible impact you have on [MISSION/CAUSE/BENEFICIARIES]. If you have any questions, please reach out to [CONTACT] at [CONTACT INFO].

Phone Script (if any monthly payment has been missed):

Hello! May I please speak with [DONOR NAME]?

I’m [CALLER NAME], [RELATION TO ORGANIZATION]. Is now a good time to chat briefly? First, I’d like to thank you so much for your generous support of [MISSION/CAUSE/BENEFICIARIES] through your recurring automatic donation.

I’m calling today to let you know that we did not receive your regular monthly donation this week and I’m hoping this was an oversight. Have you received our communications regarding the transfer of our donation payments to a new platform?

Respond accordingly…then add:

Would you like to continue your impact on [MISSION/CAUSE/BENEFICIARIES]? Will you be able to set up a recurring donation on our new platform?

If yes – You’re having an immeasurable impact on [MISSION/CAUSE/BENEFICIARIES]! Thank you so much for your ongoing support!
If no – I’m sorry to hear that. May I ask what might be impacting your decision? I understand. Thank you so much for your previous support.

3) Video Message Script:

Learn more about how to send video messages to your donors here.

Hello, I’m [EXECUTIVE DIRECTOR NAME], Executive Director at [ORGANIZATION NAME]. I’m reaching out today to first, thank you for your generous support of [MISSION/CAUSE/BENEFICIARIES] through your recurring donations.

As I hope you’ve heard, we’ve recently transferred our donation processing platform to Bonterra. To protect your private credit card information, and to ensure that your generous donations will not be interrupted, I’m contacting you to ask if you would please visit our website donation page to re-establish your recurring gift through our new platform.

Please know that I wouldn’t ask you to take this step if I could safely transfer your information, but unfortunately, that isn't an option.

Your ongoing support is very important to us, and I hope that you’ll take a moment to set up a new gift at your earliest convenience. If you have any questions, please do not hesitate to contact me at [PHONE NUMBER]. Thank you again for your generous support.