Customer support
DonoLink Support
DonoLink handles support for donations and payments centrally, for every creator who uses DonoLink. Did you donate to a streamer or creator, do you see a payment you do not recognise, or are you a creator yourself? Contact our support team in the Netherlands.
For a question about a payment, include the date, the amount, the creator and the payment method. Never share your full card number, PIN or password: we will never ask for them.
Contact DonoLink
You can reach DonoLink Support by phone on +31 85 369 6265 and by email at [email protected]. These are the official support details of DonoLink, the Dutch donation platform for streamers and creators.
Email works best for questions about a specific payment, because you can include the details we need straight away.
Help with a donation
A donation through DonoLink is a voluntary contribution to a creator. You pay on the creator's donation page, for example with iDEAL, card, Apple Pay or Google Pay. If you entered your email address while donating, you receive a confirmation by email.
Your donation did not show up on stream or on the creator's page, or you are unsure whether the payment went through? Email us the date, the amount and the creator's name and we will look into it.
Unknown payment
Do you see a payment related to DonoLink on your bank or card statement that you do not recognise? The description often contains (part of) the username of the creator who received the donation. First check whether someone in your household donated to a streamer.
Still do not recognise the payment? Contact us at [email protected] or +31 85 369 6265. If you suspect misuse of your card or account, also contact your bank right away.
Double payment
Was a donation charged twice, for example because you pressed pay again on a slow connection? First check whether both payments were actually charged and one of them is not just a pending authorisation; an authorisation usually expires on its own.
If the amount was really charged twice, email us the date, the amounts, the creator and the payment method. We review the payments and work with the creator and Stripe on a solution.
Refunds
Donations are generally non-refundable, because as a donor you deliberately choose a creator and an amount. This does not limit your statutory rights, including the right to dispute a payment you did not make.
To request a refund, send a request to [email protected] with the date, the amount, the creator, the payment method and the reason. DonoLink reviews the request and may forward it, with the necessary details, to the creator, Stripe or your bank. Read the details in our terms.
Problems with a payment
Did a payment fail, does your banking app hang, or do you not return to the page after paying? A failed payment is normally not charged. Wait a moment and check your account before donating again, so you avoid paying twice.
If the problem persists, try another payment method or contact DonoLink Support. Mention the creator, the time, the payment method and any error message so we can help quickly.
Support for creators
Are you a streamer or creator with a DonoLink account? We help with your donation page, alerts and overlays, Stripe verification and payouts. When logged in you can open a support ticket in your dashboard; you can also call or email us.
Many answers are already in the knowledge base, such as setting up OBS, connecting Stripe and paying out your balance.
Why do I see DonoLink as the support contact?
Payments to creators run through Stripe. DonoLink sets the phone number +31 85 369 6265 and the email address [email protected] of DonoLink Support as the customer contact details on creators' Stripe accounts. If you see these details with a payment, that is correct: DonoLink answers questions about donations and payments centrally. If a creator shows other details, you can still always contact us about a DonoLink donation.
As a donor you always have one fixed point of contact, and a creator does not need to use personal contact details as a public support contact.
How DonoLink works with Stripe
DonoLink uses Stripe as its payment infrastructure. Every creator has their own Stripe account, connected to DonoLink through Stripe Connect. A donation is paid directly to that account of the creator; DonoLink deducts a platform fee.
Stripe processes the payment details and verifies the identity of creators. DonoLink does not store full card details. For questions about a DonoLink donation, contact us; where needed, we involve Stripe.
Creator privacy
Because DonoLink handles support centrally, we set the DonoLink support details as the public customer contact of creators at Stripe. After verification, creators can manage these details themselves in Stripe. A creator's personal phone number is only meant for possible verification by Stripe and is not used by DonoLink as a public support number.
To reach a creator about something other than a payment, use the channels the creator lists on their own page. Our privacy policy explains how DonoLink handles personal data.
Frequently asked questions about DonoLink Support
What is the phone number of DonoLink Support?
You can reach DonoLink Support on +31 85 369 6265. You can also email [email protected].
I do not recognise a DonoLink payment. What should I do?
First check whether someone in your household donated to a streamer. If you still do not recognise the payment, email [email protected] with the date and the amount. If you suspect misuse, also contact your bank.
Can I get my donation back?
Donations are generally non-refundable. You can send a request to [email protected] with the date, the amount, the creator, the payment method and the reason; your statutory rights remain in place.
Why is DonoLink listed as the support contact for a creator's payment?
DonoLink handles questions about donations and payments centrally for all creators. That is why DonoLink sets its support details as the customer contact on creators' Stripe accounts.
Does DonoLink use Stripe?
Yes. Stripe processes the payments and verifies creators. Every creator has their own Stripe account, connected to DonoLink through Stripe Connect.