FAQ

Frequently Asked Questions

Most Frequently Asked Questions

How are donations calculated and when?

As from the date you register, we count the number of Mastercard purchase transactions you make. After the end of each month, we calculate your monthly donation amount by multiplying the number of purchase transactions you have made by the micro-donation amount you have set in the ‘Manage Donations’ page.  It is therefore the micro-donation amount that is valid at that moment that determines the amount of your donation.

So we will generate for you one donation per month, usually the first or second day of the month for the activity of the previous month. If the donation amount is below € 1, we will carry it over until the amount of € 1 is reached.  Of course, the donation will never exceed the maximum amount you have set in the ‘Manage Donations’ page.

The donation will appear on your card statement as one separate transaction, labeled as ‘help alliance donation’.

When do my donations appear in the dashboard?

Your monthly donation will appear in the dashboard the day after it is generated, i.e. usually on the second or third day of the month.  So it is normal you do not see any change on your dashboard until the monthly donation takes place.

When will help alliance receive my donations?

If the monthly donation amount – calculated at the beginning of every month as explained above – exceeds € 1, your card will be debited by that sum, and help alliance will receive the donation a few days later.

What are the benefits of registering?

By registering, you can help others less fortunate than yourself easily by automatically making a donation to help alliance 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 0800 724 3459.

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.

Registration

What cards can I register?

You can register all Miles & More Mastercard cards in the donation platform.

How do I register?

Signing up to donate is quick and convenient. 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, when you are signed in click on 'My Account', then 'My Profile' and 'Delete Account', and tick the 'Delete Account' checkbox.

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 0800 724 3459.

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 are my security questions?

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

How do I change my security questions?

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 questions so what do I do?

If you have forgotten the answer to your security questions, please contact Support on 0800 724 3459.

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 0800 724 3459.

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 0800 724 3459 to report the problem that you are encountering, and we will be glad to help you.

About help alliance

What is help alliance and what objectives are they pursuing?

help alliance was founded by 13 Lufthansa employees as a registered organization in 1999. It conceals an alliance of small and large aid initiatives annually all over the world. A committed Lufthansa employee volunteer personally bears the responsibility for each project. These include regular visits, a close cooperation with trustworthy and experienced project partners on site and the control of the correct allocation of the funds. The aim is to offer sustainable and effective help to people to help themselves. Children and young adults are especially cared for worldwide by help alliance.

What projects does help alliance look after?

Approximately 130 projects have been supported since 1999, in 20 different countries. The main focusses are: the project work focuses on: the promotion of vocational training and schools as a key to fighting poverty, income generating projects (entrepreneur-ship, micro credits) as well as various food and health programmes. In addition, help alliance also provides disaster relief where necessary. Since 2014 the organization also supports projects in Germany that promote the integration of young people with a migrant background and refugees.

What proportion of the donations received really gets to those in need?

Approximately 85 percent go directly to the projects. The remaining 15 percent are used to guarantee the office management and thereby ensuring transparent accounting, generating new donations and careful monitoring of the projects.

Are there any other possibilities to donate to help alliance via Miles & More?

You can donate your miles for good causes via the Miles & More homepage – of course also to help alliance. You can redeem these from 3,000 miles to help alliance.

Where can I find more information about the help alliance projects?

help alliance will be pleased to provide more information about their association and projects to their donors. For more information, please visit www.helpalliance.org.

Will I get a receipt / tax certificate for my donations?

Upon request, each Donation Platform donor receives a donation receipt – but only if he/she has made a total annual donation of at least 50 euros. The donation receipt will be issued of the cumulative amount of all micro-donations made during the whole year (annual donation receipt). The donor will get it at the latest in February of the following year. The donation receipt can be submitted to the tax office - all donations to help alliance are fully tax deductible. But beware: donation receipts / tax certificates issued in Germany are generally not recognized as tax certificates abroad.