Frequently Asked Questions

Most Frequently Asked Questions

How are payments processed?

Each time you use your card, Mastercard Donation Platform sets aside the fixed donation amount that you chose when you registered (the minimum per transaction is € 0.10, and you can set a monthly cap of a maximum of € 200). At the end of each month accrued amounts will be summed up and if a minimum of € 1 has been reached a donation to Fondazione Telethon will be triggered.  If this is not the case, the donations will continue to be carried over until the amount of € 1 is reached.  The amounts on the 'My Donations' page indicate exactly what has been debited from your account to date.

When will the charities receive donations?

Each month Mastercard Donation Platform sums up all accrued amounts and if the total sum exceeds € 1 your card will be debited by that total sum, and Fondazione Telethon will receive the donation.

What are the benefits of registration?

By registering, you can help others less fortunate than yourself easily by automatically making a donation to Fondazione Telethon each time you make a normal card purchase or payment transaction.

Why can't I log-in?

If you can't log in because you have forgotten your password please try the 'Forgotten password' link. If you still have issues with logging in contact the Support team on 800 931 510.

How can I change my donation amount?

To change your monthly transaction donations amount navigate to the 'Manage Donations' link at the top right hand corner of the screen and you will be able to change your donation amounts. Any changes you make will take effect at the end of the month when your donation is calculated.

How can I stop my donations?

To stop your donations navigate to the Options screen by clicking on the 'Manage Donations' link at the top of the screen and use the button marked 'Inactivate' to stop your donations. If you choose to stop your donations, they will be stopped for the entire month and will only resume when you decide to start donating again.

How can I verify the amount donated?

The ‘My Donations’ link displays your personal dashboard page. The Dashboard displays your donation history including: the total amount donated; the total donated last month; the total number of donations to date.


What cards can I register?

You can register all Mastercard branded cards in the donation platform.

How do I register?

Signing up to donate is quick and convenient. From your smartphone you can click or tap 'Donate' to create your account profile and to set your donation amount. It's as simple as that.

Can I register multiple cards to donate from?

You can only register one Mastercard card for each email address.

Will my MasterCard card be charged if I register?

No, you will not be charged to register your card. However, the donation mechanism will be triggered the first time you make a purchase with the card you have registered. At the end of every month, if your total donation amount for that month exceeds € 1 and is less than your chosen maximum amount, then your card will be charged that donation amount.

How can I unregister?

To unregister, log in into the Donation Platform go on ‘My Account’ (top right corner of the Home Page) and select ‘My Profile’, then click on ‘Delete Account’. Follow the instructions to delete your account. If you are not able to follow this process, simply contact our support team on: 800 931 510.

Should I be worried about submitting my personal information for registration?

Mastercard is committed to maintaining the security of the personal information collected. We have implemented technical, physical and administrative safeguards to protect the personal information we collect online. We store personal information on a secured server behind a firewall that is not directly connected to the Internet.

How will my personal information be used?

Your personal information will be used in accordance with the details outlined in our Privacy Notice.

How do I log in into my account after I have registered?

Simply click the 'Sign In' button on the home page, and enter your email and password credentials and press the 'Sign in' button.

Maintain My Profile

How do I update any of my personal details and/or change my password?

You can update your personal information from the website. Once you have signed in, hover over 'My Account'. Select 'My Profile' to make changes. When you've made the change you want to make, just click 'Save'.

I've forgotten my password so what do I do?

Go to the website and click on 'Sign In', then click 'Forgot your password'. You will be prompted through the steps to reset it.

How do I change my password?

Simply 'Sign In', click on the 'My Account' link in the upper right hand corner of the website, click on 'Change Password'.

Does my password expire?

No, your password will not expire.

Why did I receive an email saying there was a change to my account?

We want to ensure the safety and security of your account, so we send a confirmation email whenever a change is made to your account. If you did not make any changes, please contact the Support team on 800 931 510.

Do I need to re-register for the programme when my card is renewed or if I would like to change my card number?

You do not need to re-register if your card is renewed or if you wish to change your card number, you just need to update your card number and expiration details under the 'My Account' link on the website – click on 'Card information' and then 'Update your card'.

What is my security question?

Having a security question adds an additional layer of safety and security to your account. You select the pre-defined question and provide an answer unique to you. The security question, coupled with your answer, can be used to help verify your identity.

How do I change my security question?

You can change the security questions requested on sign in, by signing into your account and accessing the 'My Account' section. In the 'Change security questions' section, you can update your choice of questions and/or change the answers for your security questions.

I've forgotten the answers to my security question so what do I do?

If you have forgotten the answer to your security questions, please contact Support on 800 931 510.

What should I do if I no longer have access to the email address associated with my account?

It's easy to update the personal information associated with your account. Click on 'My Profile' under 'My Account' menu once you have signed in and then you can update any information as necessary. If you no longer have access to your original email account, please contact Support on 800 931 510.

General Questions

What mobile and web browsers are supported?

Our website works on a number of popular mobile and web browsers.

The minimum web browser versions supported are listed below; where not indicated, newer versions are also supported:
- Internet Explorer 8.0
- Firefox 3.6
- Safari 5.04
- Chrome

The default browsers on the following mobile devices are supported:
- Android 2.1 and more recent
- iOS 3.4 and more recent

What is the Privacy Notice?

At Mastercard, we respect your privacy and value the relationship we have with you. For full details please view our Privacy Notice by clicking on the link at the bottom of the screen.

How do I change the language setting?

Languages available may vary by country. To change your language setting, navigate to the home screen and select the 'Language' dropdown on the top of the screen and choose the language you want to use.

I am having a technical problem on the website. How can I get help?

Please contact Support on 800 931 510 to report the problem that you are encountering, and we will be glad to help you.