Some features previously managed in FrontDoor—such as organization profile updates, user access, and banking information—are now handled in the Bonterra Nonprofit Hub. All nonprofit registration and login now occur through the Hub, which serves as the central platform for managing your organization's information. Click here to learn more about the FrontDoor migration to Bonterra Hub.
The following FAQs are designed to clarify further how FrontDoor operates, primarily from the end-user experience.
How can I add a company to my sidebar?
Some companies may appear automatically in the company sidebar if you have logged into one of their Bonterra CyberGrants-hosted online portals with your email in the past. If you want to add a new company:
- Click on the Add Company link at the bottom of your current list of organizations.
- Then enter either the Access Code or Donor Last Name and Gift ID from a recent communication.
- Then click Submit to add a new company to your profile.
Still don't see a company after following these steps? There may be some extra steps we have to take on our end. Just submit a support request with the company name, and we will take care of it for you.
Do we have an option to approve/deny any funding that is generated through this portal?
There are two primary types of disbursements that are generated from CyberGrants portals - grants and employee gifts/matches. Since grants are initiated by organization applicants, they will not see any funding without participating in the grantmaking process. Matches made directly to organizations typically require confirmation before disbursement, and so recipients have the option to not confirm them. If your organization would prefer not to receive any support from a particular company or its employees, please reach out to us using this support form.
How can I find more information on a specific payment I have received?
Administrators of at least one organization have the 'Payment Console’ feature enabled within FrontDoor, which can be used with filters for date and company to find a range of payments from all companies. You will also have access to ‘Payment Search’, which will allow you to search for payment number information found in your reports or bank remittance for any organization you are associated with. Find these functions in the sidebar of any FrontDoor page.
How do I find which gifts are pending my confirmation?
For administrators of FrontDoor organizations, the donation console presents all pending confirmations from all applicable companies in one place. The donation console is accessible from the ‘Donations’ link in the FrontDoor sidebar.
How do I confirm the gifts I have pending?
In the donation console, an administrator user can filter by company and search for donation IDs, and begin the confirmation process by clicking “confirm” and answering the appropriate questions.
Why do I not see my pending confirmation in the donation console?
Currently, the confirmation timeline only includes the fields and data points within each individual program’s confirmation requirements. Some programs include terms and conditions outside this workflow, and these programs will not be shown in the donation console. They can still be confirmed in the historical way through company portals.
How does using the donation console compare to confirming a gift in a particular company portal/website?
FrontDoor consolidates pending donations across all companies into a single view. It’s meant to eliminate the need to visit the individual company’s confirmation website(s).
If I confirm a donation in FrontDoor, do I have to also confirm on the company website?
No. If you confirm a donation in FrontDoor, you don’t have to also visit the company’s confirmation website(s).
I am unable to find a particular company or program in FrontDoor! Where can I go?
Some clients can opt out of including their programs in FrontDoor. If you can’t find a particular program in FrontDoor, please visit the company’s confirmation website(s) directly.
If customers send me links to their portals that are different than the link I use to access FrontDoor through the Nonprofit Hub, which should I use?
You should be able to access all the information and links to customer portals you need by utilizing your FrontDoor link within the Nonprofit Hub. If, for any reason, you can't find the information you're seeking, feel free to use the customer-supplied link.
How can I learn more about Bonterra's FrontDoor Privacy Policy? How can I learn more about the Terms of Service?
Your FrontDoor experience is covered under the Bonterra privacy policy.
Why do I not see one of my organizations in the donation console?
FrontDoor limits the organizations displayed in the donation console for a few reasons:
- Payment Preferences - only organizations with complete Payment Preferences can be displayed. Check to see if your missing organization has Payment Preferences configured in the Bonterra Nonprofit Hub Organization Profile.
- Ownership - only organizations where you are the owner will be displayed. If you see your preferred organization listed in the Nonprofit Hub with a different owner, ask them to confirm receipt of this gift or to make you the owner of that organization.
- New chapter/location - it's possible that the client has a chapter/location that you have not registered in the Nonprofit Hub yet and cannot claim using the organization search. In cases like these, where the chapter is not listed, please contact support for additional guidance.
- IRS/NCES status - only organizations with IRS/NCES status that are eligible for the client program will be displayed.
How can I run reports on my disbursements?
Administrators with access to the FrontDoor Payments console can download a CSV report of the last 365 days' payments. Just click on the "Export payments" option in the top right corner of the Payment Console table.
How can I run reports on my employee gifts and company matches?
Administrators with access to the FrontDoor Payments console can download a CSV report of the gifts and matches that make up any of their payments. Just click on the download arrow and choose the "Export gifts" option on any employee-related payment. A CSV reports guide is available that explains the contents of each of the report's columns.
Why are the donation/payment consoles not available to me in FrontDoor?
The FrontDoor Donation and Payment consoles are currently only available to organization owners - i.e., the primary administrator for your agency. If you need access to information in either of these areas, please request it through your organization's primary owner.
Where can I find an Access Code for a particular company?
Company-specific Access Codes for your organization(s) are often shared on emails, letters, and check stubs. The best way to find one is to locate a recent matching gift confirmation message and look for "Access Code" in the message body.
Why do I not see the same company portals as another FrontDoor user for my organization?
A company portal list is exclusive to the user; therefore, each user has to add their own company records to their company portal list.
Additional resources
