Frequently Asked Questions
1Why are you changing donation platforms?
We’ve moved to a new system that lowers processing and administrative costs so that more of each gift can go directly toward caring for the elephants and supporting the surrounding community programs.
Nothing about our mission or how we use donations has changed – this is simply a behind-the-scenes improvement.
2Do I need to do anything?
No. Your recurring support will continue automatically just as it has.
You only need to take action if you want to update your payment details or adjust your gift.
3I received an email saying my donation was cancelled - what does that mean?
During the transition, some automated messages may have been triggered as donations were moved into the new system.
Your support was not actually cancelled.
If anything ever looks unclear, please contact us and we’ll personally confirm everything for you.
4I saw a charge that looks different - is it legitimate?
Yes. The name attached to the charge may look slightly different because it’s being processed through our new system. The charges will appear as “Elephant Havens” in your transactions.
The amount and timing of your donation have not changed.
5Will my recurring donation amount or date change?
No – both stay the same unless you decide to update them.
6Can I manage my donation myself now?
Yes. You now have access to a donor portal where you can:
- update payment details
- pause or adjust a recurring gift
- download receipts
- view your giving history
(You’ll find the portal link in your confirmation emails.)
7What happened to my past donation receipts?
Your past records still exist.
If you ever need a previous receipt and can’t find it, simply email us and we’ll gladly send it to you.
8Why does this change help the elephants?
Lower processing costs mean more of each gift stays here – supporting daily care, rescue response, and the communities that help protect wild elephants.
9Who can I contact if I have questions?
Just reply to any of our emails or reach us at info@elephanthavens.com.
A real person from our team will always help you.