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Understanding holds set by GoFundMe teams

In this article we’ll cover:

GoFundMe takes our responsibility seriously to help funds reach the right people and that everyone has a safe online experience. To do this, we may place a transfer hold while we gather more information about your cause. We might need information about the purpose of your cause, your connection to it, or the use of funds. This is just one of the ways we work to keep our customers safe.

Why do I have a hold, and what should I expect?

If you’ve had a hold placed on your fundraiser, you may be feeling frustrated or confused. You can tell if your account has a hold if:

  • We need more information about how the funds will be used
  • We need more information about how the funds will get to the intended recipient
  • The fundraiser may violate a state, federal, or global law
  • The fundraiser may go against our Terms of Service

If a hold has been placed, we’ll work together to complete the review. Here’s what you can expect:

  1. You’ll receive a notification in one or more of these ways:
    • A red banner in your GoFundMe account alerting you to paused transfers
    • An email with the subject “Important Message from GoFundMe - Response Required”
  2. You’ll communicate with our team members:
  • We’ll request additional information in an email. Please answer all questions with as much detail as possible. 
  • As you share information, new questions may come up. Please check your email often to keep the process moving.
  • All communication will come from a gofundme.com email address. Don’t send any information to emails you don’t recognize. If you’re unsure, send it to our team at account-security@gofundme.com.
  • You can chat about regular account questions through the Help Center, but the review must be completed by responding to the email you received. 
  1. Our team will review the information. Once all the information is collected, reviews typically take between 2 - 5 business days.
  2. Once the review is complete, we’ll notify you about the status of your hold. 

Doing the following can help reduce the time needed to complete the review:  

  • Responding quickly to the email outreach
  • Including answers to all questions in the email
  • Asking us clarifying questions if you're confused
  • Following instructions for how to safely share any requested documents

How to identify a hold placed by our team

If you believe there’s a hold on your account, you can confirm with these steps:

  1. Check for a red banner in the Transfers section of your GoFundMe account.
    • The banner will have a message about transfers being paused.
  2. Check for an email with the subject “Important Message from GoFundMe - Response Required”.
  • If you think you’ve missed it, try searching your inbox or checking spam folders.
  • If you don’t receive the email within 2 - 3 business days of the banner notification, please fill out this form to provide us with information.
  • The email will detail what our teams need. The organizer must reply directly to this email to complete the review.
  • The fundraiser organizer will get the email. If you’re a beneficiary and believe there is a hold, contact your organizer.

Information we might request to complete the hold review

Below, we’ve summarized the most common information we might need. Be sure to follow the instructions in your specific email with the subject line “Important Message from GoFundMe - Response Required” to help ensure the review is completed as quickly as possible. 

Our teams may ask for more information, such as:

  • Details about how funds will be used. This helps ensure donors are confident about their donation.
    • Ex: If funds are being raised for a medical emergency, will they also be used for transportation to and from the hospital? Managing other monthly bills during treatment? etc.? Our teams need a clear record of how funds will be used to help ensure it aligns with the intended purpose of the fundraiser. 
  • How the funds will reach the right person. If raising funds for someone else, we may need details about how you’re linked to them and how funds will reach them.
    • Ex: Are you a family relation or a close friend? How long have you known them? Have you added them as an official beneficiary through GoFundMe? If not, why not, and how will funds reach them?
  • Clear details about how you may know your donors.
    • Ex: Do you know most of your donors personally? Are they acquaintances through social media? Are they strangers to you?

Our teams may also ask you to make edits to your fundraiser story, such as:

  • How you’re connected to the intended recipient of the funds
  • How the funds will be used
  • Clarify that the purpose of the fundraiser is in line with our Terms of Service
  • Clarification on any details to provide transparency to donors 

Our teams may ask you for documents to verify your identity or the use of funds, such as:

  • Valid, non-expired government-issued photo ID
  • Proof of funds intent or use (ex. cashed check, a transfer receipt, or a screenshot of the related charge on your card statement)
  • Organization Registration Paperwork (EIN, Articles of incorporation, IRS Registration letter)
  • Utility bills
  • Bank statements

If you believe your fundraiser is being reviewed by GoFundMe but are unable to find the email from our team, please fill out this form to provide us more information.

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