Support for Tinwell comes from Nebula, the studio that built it, not from a help desk reading a script. If something is wrong, confusing or missing, tell us and a person who knows the code will reply. This page sets out how to reach us, what to send so we can help first time, what your licence covers and where to look for quick answers.
Email us
Write to info@nebula.design. Include your website address, the licence email address, what you expected to happen and what happened instead, and a screenshot if you have one. If a donation is involved, the Stripe or GoCardless reference saves a round trip.
We reply on UK working days. Most questions get an answer the same day; anything that needs a code change gets an acknowledgement the same day and a timeline. Security issues are treated as urgent at any time: put “security” in the subject line.
What to include in a request
The quickest replies come from requests we can act on without asking anything back. Where they apply, please send:
- The address of the website Tinwell is installed on, and the page the donation form is on.
- The email address the licence was bought with, so we can find your licence without asking.
- What you did, what you expected and what happened instead, in that order. A short list of steps is ideal.
- A screenshot of the screen or message, and the device and browser if the problem is with how the form looks or behaves.
- For a payment question, the Stripe or GoCardless reference for the donation, and the date and amount.
- For a CRM question, the donation in Tinwell and its sync status, and which CRM you use: Beacon, Donorfy or Raisely.
Please do not email full card numbers, your Stripe secret key or your WordPress password. We do not need them to start looking.
Before you write
Docs
Install, licence key, Stripe, GoCardless, form placement, Gift Aid export, troubleshooting.
guide to Gift Aid on a WordPress donation form
What a declaration must contain and how the HMRC Charities Online export works.
Direct Debit guide
How monthly giving through GoCardless works on your form.
Integrations
Beacon, Donorfy and Raisely set-up and what gets synced.
The docs also cover the problems we hear about most, and each has a quick fix:
- The form says payments are not set up. Your Stripe keys are missing, in the wrong mode (test or live) or have been revoked in Stripe. Check them under Settings, then Payment Gateways.
- Apple Pay does not appear. The page must be served over HTTPS and the device must have a card in Wallet. Check that your domain is registered for Apple Pay in Stripe.
- The form looks wrong. Tinwell takes its fonts from your theme, and a theme that sets none falls back to the browser default. Set a font on your site or on the form’s container.
- A donation is missing from the CRM. Check the sync status on the donation in Tinwell. A write the CRM refused or never received is retried automatically. A write that timed out may already be in the CRM, so it is not sent again: check the CRM, and see the write in the Actions log under Settings; if the key has expired, replace it under Integrations.
- The Gift Aid export is missing a donor. The declaration is incomplete, usually a missing house number or postcode. The donor is flagged in the Gift Aid area so you can contact them to complete it.
What your licence covers
An active licence includes the plugin, the updates and security patches released while it is active, and support by email from the team who built it. Tinwell updates through the normal WordPress plugin updates screen while your licence is active, and security patches are released as soon as they are ready. Support is by email, on UK working days.
A licence covers one WordPress website for one year. If your charity runs more than one site, each needs its own licence: choose the number of websites on the licence page and each gets its own key, all on one yearly subscription and one invoice. The pricing page sets out what is included, and Free vs Pro shows what each edition of Tinwell does.
Onboarding by our team
If you would rather we set Tinwell up, choose the onboarding add-on at checkout. It is free for now, and the licence costs the same whether you take it or not. We audit your site, connect Stripe, configure and brand your form, place it and run the first test with you. If the audit finds something on your site that needs fixing first, we tell you and quote separately, and you are free to say no.
If you prefer to do it yourself, the set-up guide in the docs takes most charities an afternoon, and you can email us at any step.
Book a demo
Not a customer yet and want to see it with a person on the call? Book a Discovery Call, or try the product tour and the interactive demo on your own first. If you are weighing Tinwell against a hosted platform, the comparison pages go through JustGiving, Donorbox, Enthuse and CAF Donate in detail.
Licences, invoices and refunds
Lost your licence key, need an invoice re-sent, want to move a licence to a new domain, or want to cancel? Email the address above from the address the licence was bought with. Every licence has a 30-day money-back guarantee; the terms of service set out the detail, and the pricing page covers renewals.
Reporting a security issue
If you believe you have found a security vulnerability in Tinwell or on tinwell.org, email info@nebula.design with “security” in the subject. Please give us a reasonable time to fix it before publishing anything. We will acknowledge your report, keep you informed and credit you if you wish.
Data protection
Donations taken through Tinwell are stored in your own WordPress database, not on a platform, and card payments are taken by Stripe, so no card details ever touch your website. Your charity is the controller of that data under data protection law, as the terms of service set out, and your own privacy notice applies to it.
For personal data that tinwell.org holds about you, for example from a demo request, a licence purchase or a support email, our privacy policy explains what we keep and for how long. To ask for a copy, a correction or a deletion, or with any other question about your data, email info@nebula.design.
Common questions
It is emailed to you as soon as payment clears. In WordPress, open Tinwell, then Settings, and paste it into the Licence field. Lost it? Email us from the address the licence was bought with.
The licence renews automatically each year on the date you bought it, at the price in force at the time, and you receive an invoice by email. If the price is going up, we tell you by email at least 30 days before the renewal date.
Email us from the address the licence was bought with at any time before the renewal date. The plugin keeps working until the licence expires, and no further payment is taken.
Yes, within 30 days of purchase. If Tinwell is not right for your charity, tell us and we will refund the licence in full to the original payment method. We cannot refund Stripe or GoCardless fees on donations you have taken, because those providers charge them, not us.
Email us from the address the licence was bought with and give us the old and new website addresses. Each licence key is for one website, so please do not use it on two sites at once.
For now, yes. Tick the onboarding add-on when you buy and the licence costs the same. If our audit finds work your website needs first, we tell you and quote for it separately.
The checkout takes cards, Apple Pay and Google Pay. If your charity’s finance process needs a purchase order or a bank transfer, email us and we will arrange it.
We reply on UK working days, and most questions get an answer the same day. Anything that needs a code change gets an acknowledgement the same day and a timeline. Security reports are treated as urgent at any time.
Still stuck? Email us, read the docs, or see pricing and features for what Tinwell does.