Frequently Asked Questions

Updated:Sep 16,2014

We hope you will be able to find the answer to your question in the list below. If not, please contact our Help Desk via email (please allow 24 hours for a response).
Or you may call toll-free 877-824-8531 between the hours of 8 am 6 pm (Central Standard Time).


1. SECURITY
•Is my information/donation secure?
A secure connection is an encrypted exchange of information between the website you are visiting and Internet Explorer. Encryption is provided through a document the website provides called a certificate. When you send information to the website, it is encrypted at your computer and decrypted at the website. Under normal circumstances, the information cannot be read or tampered with while it is being sent, but it's possible that someone might find a way to crack the encryption. Click on the following website to find out more about security and certificates https://www.verisign.com/repository/cps/index.html

•Is my child's information and image protected?
Yes, the American Heart Association and its online vendors strive to protect your information. In Internet Explorer you will see a lock icon in the security status bar. The security status bar is located on the right side of the address bar.
 


2. REGISTRATION
•I am the event coordinator, how do I register online?
Your American Heart Association representative will register your school for the event. If you have not received your login information to access your online school team’s Head Quarters information in your inbox or if you have questions, please contact your American Heart Association representative or local American Heart Association affiliate using the toll-free support number.

•I am a student, how do I register online?
Visit heart.org/jump or heart.org/hoops and click "Students Register" to get started. Click on your state, then enter the first few letters of your school's name, or enter the city, to find your school. Click on your school's name, and click on Join Team. Add in your contact information, create your user name and password and complete the additional information needed at the bottom. Review your information and then complete!

Watch the tutorial video!

•I am receiving an error during registration, what should I do?
Please contact our Help Desk via email (please allow 24 hours for a response). Or you may call toll-free 877-824-8531 between the hours of 8 a.m. and 6 p.m. (Central Standard Time).

•I accidentally registered under the wrong school, what should I do?
Please contact our Help Desk via email (please allow 24 hours for a response). Or you may call toll-free 877-824-8531 between the hours of 8 a.m. and 6 p.m. (Central Standard Time).
 


3. HEAD QUARTERS
•I am a coordinator, how do I see and print a School Participant Report?
Click the "Check Fundraising Progress" tab after logging into your Head Quarters and choose the "Team" view available on the right side menu. Scroll down to the "School Team Information" section of the page and select the link to Print School Participant Report.

•How do I print out my personal donation report?
Click the "Check Fundraising Progress" tab after logging into your Head Quarters and scroll down to the "Print Gift History Report."

Watch the tutorial video!

•Why is my picture not loading?
Images must be .jpg or .gif files. Uploaded images will be automatically resized to fit in a 300 x 400 pixel space. The maximum acceptable file size is 4 MB. If you are unable to load pictures that in the correct format, please contact our Help Desk via email (please allow 24 hours for a response). Or you may call toll-free 877-824-8531 between the hours of 8 a.m. and 6 p.m. (Central Standard Time).

•Why is my video not loading?
Your video may not be loading for several reasons. Please contact our Help Desk via email (please allow 24 hours for a response). Or you may call toll-free 877-824-8531 between the hours of 8 a.m. and 6 p.m. (Central Standard Time).

•Can I put both a video and picture on my page?
Students may put a video OR a picture on their website. The system does not allow you to have both active on your site.
 


4. DONATIONS
•How does the American Heart Association use the contribution?
For more information on how the American Heart Association uses your contributions, please visit our website at heart.org.

•How do I change the information that is showing in the Fundraising Honor roll?
Please contact our Help Desk via email (please allow 24 hours for a response). Or you may call toll-free 877-824-8531 between the hours of 8 a.m. and 6 p.m. (Central Standard Time).

•Why can I see a donation in my "Donation Report" and not on the scroll bar?
As your donors make a contribution, they have the option of whether or not to include their names in the recognition scroll.

•How can I see who has donated to me?
Click the "Check Fundraising Progress" tab after logging into your Head Quarters and scroll down to the Donation History section where you can view your donor list and the amounts that have been donated.

•How do I make a matching gift?
If your company has a matching gift program, you will need to request a matching gift form or determine the process from your company. Be sure to give your completed form/confirmation to the participating student so the matching gift can be included in his or her total. Check to see if your company will match your contribution www.matchinggifts.com/aha. Please contact your American Heart Association representative with any matching gift questions.

•I made a mistake while donating (wrong amount, duplicate donation).  What do I do?
Please contact our Help Desk via email (please allow 24 hours for a response). Or you may call toll-free 877-824-8531 between the hours of 8 a.m. and 6 p.m. (Central Standard Time).

•Can I donate from overseas?
Yes, when typing in your billing information and in the country field, be sure to click on the drop down list and make a selection.

•Can I add in cash and checks?
Only credit/debit card donations can be processed online. Cash or checks should be given to teacher who is coordinating the event at the school. The teacher will total all donations for each student.

•Can friends and family make a donation to a participant by going through the main website?
For safety reasons you cannot search for a specific student. Please contact the student to donate through their URL.  Student Participants cannot be found by searching-they must provide you the link to their personal donation page in order for you to locate their campaign.

•I did not get a receipt for my donation. Can I get one?
Please contact our Help Desk via email (please allow 24 hours for a response). Or you may call toll-free 877-824-8531 between the hours of 8 a.m. and 6 p.m. (Central Standard Time).
 


5. GENERAL
•Will the online vendor put my name on a mailing list?
All data entered into our online donation system is owned by the American Heart Association. We will not allow online vendors to put any of our constituent names on a mailing list.

Need help or have questions?  Contact us online or at 877-824-8531.