Contact the Care team
The GoFundMe Pro Care team is available to help nonprofit admins and their supporters. However, we recommend that supporters first contact the organization directly, as they can assist with updating recurring donations, give fundraising advice, and more.
Important: If you're not a nonprofit admin or supporter, find out how to contact our team to help with your GoFundMe fundraiser.
Chat with us
If you work for a nonprofit organization, chat is the fastest way to get in touch with our Care team using the Resource Center.
To contact Care via the Resource Center:
- In your GoFundMe Pro account, select Help in the top toolbar
- Select Contact Care
- Select Chat with us
You'll start with Ray, our AI-powered HelperBot, but you can ask to speak to a live Care agent at any time. Ray is great at providing fast answers to frequently asked questions. If your question is still unanswered, Ray will connect you with our team via chat or email.
Chat with a live agent is available seven days a week from 5am-9pm PT.
Email us
Nonprofit admins and their supporters can contact us using our email form. After you submit your question, one of our Care team members will be in touch as soon as possible.
Tip: If you're not receiving email responses to your case, be sure to add gfmp.zendesk.com to your email client's safelist. Check out our guide to learn how to access your email settings and add our domain.
Call us
Phone support is only for GoFundMe Pro customers on our Partner pricing plan, so chat is still the fastest and easiest way to get help. You can start a chat to ask for our phone number, get quick answers to your questions, or connect with a live agent.
If you do call, our phone support uses a callback system to ensure you receive the most efficient and timely assistance. This lets us prioritize your request and provide focused, uninterrupted support while minimizing customer wait times. Our team will call you back within 24 hours, Monday - Friday.
Care holiday hours
To enjoy holidays with family and friends, the GoFundMe Pro Care team will be out of the office for a few days throughout the year.
While we're out, we will be unavailable to respond to messages. But if you need any help, you can still message us, and we'll get back to you as soon as we return.
We also monitor platform status even when we're out. So you can rest assured knowing that we're always there to support you.
Holiday schedule
Dates are for the 2025 calendar year.
| Holiday | Dates Care is out of office |
|---|---|
| New Year's Day | January 1 |
| Martin Luther King Jr. Day | January 19 |
| Winter Recess | February 16 |
| Memorial Day | May 25 |
| Juneteenth | June 19 |
| Independence Day | July 4 |
| Labor Day | September 7 |
| Thanksgiving | November 26 November 27 |
| Christmas | December 24 December 25 |
| New Year's Day 2027 | January 1, 2027 |
Case closure guidelines
Our team’s guidelines:
- We respond to every case
- If we do not receive a reply to our response, we will attempt to contact you over a 4-day period
- If we do not receive a reply after 5 days, we will close the case
The 5-day mark enables our team to address and manage active cases effectively. This ensures that whenever someone submits a case, we can respond and start working on a solution as fast as possible.
Can I reopen a case?
Once a case is closed, we do not reopen it. If you would like to continue the conversation, please open a new case with us.
We do not reopen closed cases because opening a new case is a faster and more effective way to receive a response from our team. However, we keep a record of closed cases so feel free to point us to it and we’ll be sure to review the details.
What if I go out of office?
If we receive an out-of-office response, the case will still close after 5 days. That said, our team will send a reply with instructions for opening a new case when you return.
We do not attempt to contact another person at your organization unless they were added to the conversation by you. This ensures that the conversation remains secure and that we respect the privacy of others on your team.