Frequently asked questions

  • What's included in the monthly fee?

    Your monthly subscription fee provides the following:

    • Website hosting
    • Access to the full suite of tools
    • New features as they are released
    • Unlimited administrator accounts
    • Unlimited UK-based support
    • Security updates
    • No annual commitment
  • What are the transaction fees?

    Payments are handled through our partner integration with GoCardless and Stripe. White Fuse charges a 1% fee (+VAT) on all transactions and GoCardless and Stripe charge their own fees as well.

  • How do I import contacts?

    We will help you import existing contacts such as members, donors or email subscribers. There may be a charge for this depending on the quantity and complexity of your data.

  • Why is there a fee to import contacts?

    Making the transition to White Fuse often involves importing contacts and mapping your existing data structure over to our required format. We provide a service to help you with this process that includes:

    • Checking your membership structure looks good
    • Checking your data once you have prepared it
    • Making minor required amends on your behalf
    • Carrying out the import itself
    • Checking that the data has been imported correctly
    • Answering any questions you have during the process
    • Advising you how to communicate with the contacts you have imported

    We do all of this for a simple fee of £0.50 per contact.

  • Which currencies are supported?

    You can set your system currency to any of the following:

    • £ GBP (default)
    • $ USD
    • € EUR

    Whatever your system currency, you can receive payments from anywhere in the world due to our powerful integration with Stripe.

    When you start a free trial the system currency is set to £ GBP by default. If you need to change this please email us at support@whitefuse.com.

  • Can we keep our current website?

    White Fuse provides all the the tools you need to build your main public website and using these tools provides members with a fluid and integrated experience with all member content held on the main website.

    However, if you need to keep your current website for some reason you can use White Fuse to build a separate membership website and then point members from your main website to the membership website at appropriate points such as to join, book events or submit feedback forms.

  • What is the ongoing contractual commitment?

    Payment is monthly by Direct Debit. There are no annual contracts so you can cancel anytime. All your content and data remains yours and you can take it elsewhere at any time if you want to switch to a different platform.

  • What does unlimited support cover?

    Our expert UK-based support team will answer technical or strategic questions about using the software. There's no limit to the number of questions you can ask and we aim to respond to each question within a few hours.

  • Can I have help getting started?

    White Fuse is easy and intuitive to use and many customers manage to get started using the built-in guidance and help centre. We do provide an optional design and setup service to help you configure the software and build a great looking website.

  • How do I migrate website content?

    If you have lots of website content that you want to transfer to your new White Fuse website we can help. We provide a complete design and setup service to help with everything from the website theme and adding content to strategic advice on how to communicate with your members.

  • Can I have training?

    We offer a comprehensive help centre that includes lots of useful written guides and training videos. You will also get unlimited access to our support team via email. We also offer paid remote training sessions if you prefer dedicated face-to-face guidance.

  • Will we be GDPR compliant?

    We offer a range of tools to make compliance with data protection legislation easy. These include allowing your contacts to manage their own communication preferences. For more information read our blog post with general guidance on GDPR and our Data Processing Terms.

  • Will our data be safe?

    To ensure that your data is safe and secure it is hosted within the EU on a highly scalable hosting infrastructure. A range of automated tests, checks and backups ensure reliability and the cloud-based nature of the product ensures that you are always using the very latest version of the software. 


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