Troubleshooting Login Issues

"Invalid credentials"

Your email or password is wrong.

1. Check for typos, caps lock and extra spaces. Emails are matched to your account exactly.
2. Reset it with Forgot password on the sign-in page. The reset link expires after 60 minutes.
3. If you were invited but never finished, use your invitation link to set a password.

I did not get the password reset email

Email delivery from DonorDesk is not fully active yet, so reset emails may not arrive. Check spam, then email support@donordesk.online from the address on your account. We will help you regain access.

The invitation link does not work

Invitation links are single-use and expire. If it says the link is invalid or expired, ask your Admin to send a new invitation. Admins share the link themselves because invitation emails are not sent automatically.

Google sign-in fails

• "Google Sign-In failed. Please try again or use your email and password." – retry, or use email and password.
• "The sign-in link expired." – start again from the sign-in page.
• Google sign-in only works for accounts that already exist in DonorDesk with the same email. New users should sign up or use an invitation.

I am signed in but pages are missing

Your role decides what you see. For example Team and Settings → Setup are for Admins, and Audit log for Admin, Project Manager and Compliance Officer. See User roles and permissions.

Signed out unexpectedly

Sessions expire. Sign in again. If it happens constantly, clear cookies for donordesk.online, make sure cookies are allowed, and try another browser.

Still stuck

Email support@donordesk.online from your registered address with what you see (a screenshot helps). See Contact support.