Enthuse and Hell & Back FAQs

About the partnership, market positioning, registration and support, fees and payments, fundraising, reports, and insight

Emma Smith avatar
Written by Emma Smith
Updated this week

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About the partnership

Who is Enthuse?

Founded in 2012, Enthuse is a fundraising, donations and events registration technology provider that has helped thousands of charities raise millions of pounds.

Charities can customise Enthuse’s solution under their own brand, and be in control of their own data. This allows charities to build and nurture a loyal supporter base, raise more funds and ultimately have more impact.

Why Enthuse?

Enthuse has been appointed as the official online fundraising platform for Hell & Back's series of events.

Hell & Back were looking for a fundraising partner that would provide the best possible service for charities, participants and their donors. Enthuse offers an innovative fundraising platform and a transparent charging model that puts the charity’s brand first and helps them maximise their fundraising.

Hell & Back were impressed with the Enthuse's commitment to using technology to improve user experience. Through our innovative approach to transforming digital fundraising the partnership will help partner charities to raise millions more for good causes.

What are the benefits of using Enthuse?

Fundraising pages will be fully branded with the logo and colours of the charity that the participant has chosen to support. Enthuse puts the charity in control of its communications and data. The partnership means charities will have full access to real-time fundraising and donations data and insights and analytics for their supporters participating in any of the portfolio of events run by Hell & Back via a centralised account for all events.

For participants, fundraising page creation will be integrated with the event registration process, making it easy to set up fundraising pages and start raising money right away.

Is Enthuse experienced in fundraising for mass challenge events?

Enthuse is proud to have powered thousands of events for thousands of good causes since 2012. Enthuse has also processed more than 3.5 million registrations for over 20,000 events and helped raise millions for charity. Enthuse is also the official fundraising partner for London Marathon Events and the Great Run Series.


Market Positioning

How does Enthuse differ from other fundraising platforms?

Enthuse is a B2B platform, which means we put charities first – quite literally with an individual charity’s brand and logo at the forefront of official Hell & Back fundraising pages. We believe this is a better experience for supporters than offered by consumer platforms and means the fundraising pages that participants share with family, friends and peers create a network brand awareness effect for each charity.

Enthuse puts charities in control of their own data and marketing communications, and never emails supporters with details of competing fundraising campaigns. It also commits to never resell a charity’s data.

How can we convince our fundraisers to use Enthuse instead of setting up on other fundraising platforms?

When participants register for an event via a Hell & Back website or event registration platform, a fundraising page will be created for them on the official fundraising platform, powered by Enthuse. This is a frictionless and easy user journey – all without the need to create an account – which means they can start fundraising sooner and raise more.

It’s a process that’s been proven to maximise fundraising, where 99 per cent of participants go on to use the fundraising page they’ve been provided with. This makes the process faster and less onerous for participants.


In addition to this, Enthuse makes a wealth of additional features available to users. They can share updates, photos and videos with their supporters or even live-stream on their fundraising page.


Registration and support

Do charities have to register with Enthuse if they haven’t partnered with them before?

Charities that haven’t partnered with us before need to complete the onboarding process in order to receive funds raised for their causes, as well as benefit from branded fundraising pages and real-time data.

What’s the registration process for charities that have partnered with Enthuse in the past?

Charities that have worked with us before will be able to access funds raised by participants. Please do get in touch with our team if you want a refresher on the platform or have lost access to your Enthuse account.

What’s the registration process for charities that work with Enthuse now?

Charities that currently use our platform will be able to access funds raised by participants and view data related to Hell & Back events within your existing Enthuse account. Please do get in touch with our team if you have any questions.

Who do charities contact if they need support with Enthuse’s fundraising pages?

Please use the messenger function on Enthuse.com or email [email protected]

Can fundraisers contact Enthuse directly or will they contact the charity for support?

If fundraisers have a technical issue with their fundraising page then the charity of the fundraiser can visit Enthuse.com and use the messenger function or email [email protected]

Who will communicate with supporters and when in the process can they expect communication?

The charity owns the relationship with supporters and donors based on its customisable marketing opt-in statement. Enthuse is a B2B brand that puts charities first, so it never emails supporters with details of competing fundraising campaigns. Enthuse may send system/ transactional emails such as donation receipts.

Will my charity need to provide specific branding for pages set-up?

Enthuse will configure the branding initially based on the charity’s website.

My charity has an arrangement with another online giving provider and therefore doesn’t want to be registered with Enthuse?

It is the choice of the charity if they wish to be registered to receive funds from the official fundraising platform powered by Enthuse. It is not a requirement, however the charity could lose out on general and ballot entry participants across all of AJ Bell Great Run’s events and would have no online presence on any of the official fundraising platforms powered by Enthuse.

The Enthuse support team will be able to help if a charity wishes to be removed from the platform. Please contact [email protected]


Fees and payments

Does Enthuse use tipping or donor cover fee?

Hell & Back and Enthuse are using tipping as default.

How long will it take for the donations to reach the charity after the fundraising event?

We pay donations to your charity every Monday.

Will Gift Aid be an option during fundraising?

Yes, supporters can register for Gift Aid when they donate.


Fundraising

Can participants fundraise for multiple charities with Enthuse?

No, participants can fundraise for one charity per fundraising page.

What will happen to deferred places?

Participants whose place has been rolled over will be able to transfer their fundraising from another platform to Enthuse by using the offline donation tool to represent donations from another page.

What do we tell our fundraisers who are looking to set up a fundraising page?

That they can very simply do this on the Hell & Back site by using Enthuse, the official Hell & Back online fundraising platform.

How can fundraisers use Enthuse fundraising pages to raise more for charities?

Fundraisers can take some simple steps, many of which are prompted by email reminders on the Enthuse fundraising wizard.

  1. Upload a profile picture to raise 10 times more

  2. Set a fundraising target and make a donation to the page to get the fundraising started

  3. Quickly and easily upload your previous fundraising amount if you have a deferred ballot place and have already raised funds using the offline donation feature

  4. Customise the story section to explain why you are taking part and raising money for the cause

  5. Share the page on social media, email and Whatsapp, as well as ask others to do the same

  6. Upload photos, videos and live stream to encourage interaction

  7. Enthuse puts the charity’s brand first, meaning more donors will remember the cause and go on to donate in the future. You don’t have to lift a finger; Enthuse does this for you

What do I do if the fundraiser can’t find my charity?

There will be the option for the fundraiser to ask Enthuse to add a charity to its database within the registration process. This request will go to the Enthuse team who will contact the charity in order to have them added for the fundraiser.

What happens with funds raised if the event is cancelled?

The fundraising total will roll over until the next scheduled/ postponed event.

What if my participant has created a page on Enthuse before completing their entry – will they be asked to create another fundraising page?

If a user with the same email address has an existing fundraising page on the official event platform, they will be asked if they wish to create a new page or simply link their existing one. This is a feature that has been available since March 2022. Charities should feel confident that they can ask their charity place participants to start fundraising on the official fundraising platform right away if they wish.

My fundraisers start fundraising before they are registered on the HELL & BACK console. How can I direct them to set up a fundraising page on Enthuse before they complete their registration on the official entry console?

Charities will be given a direct link to their profile page on each official event fundraising platform, which will have a call to action where supporters can set up a fundraising page.
Charity place participants will also be automatically offered a fundraising page when they register for the event via one of Hell & Back's event registration platforms.


Reports and insight

What types of reports are available?

Charities will have full access to real-time fundraising and donations data, insights and analytics for their supporters participating in any of the Hell & Back events via a centralised account.

Can I contact fundraisers and donors about other events?

Yes, if they have opted into your custom marketing consent statement that gives permission to do this.

Does Enthuse have the right to contact our participants?

Enthuse only has the right to contact participants as requested by Hell & Back and as necessary to provide the service e.g. if a participant also makes a donation we have to send them a receipt. Enthuse will never market its own service to supporters or donors that have used the fundraising platforms we provide.

How does Enthuse use the charity data?

Enthuse can use the charity data as requested by Hell & Back. Otherwise, we solely use the charity data as necessary to provide the service e.g. for reporting and reconciliation purposes or necessary service communications.
Enthuse will send out transaction emails E.g. donation receipts, notifying the fundraiser if a donation has been made to their fundraising page or if they have met a fundraising milestone.


Fundraiser FAQs

Does Gift Aid count towards my fundraising target?

Yes, Gift Aid ensures that your donation will go even further by adding 25 per cent on top of every donation and counts towards your fundraising target.

I’m taking part with somebody else, can we have a joint fundraising page?

Yes, you can set up team fundraising pages and connect your individual fundraising page to an existing team.

What is match funding?

Match funding is the ability to secure additional donations from a fundraiser’s workplace, grant maker or philanthropist. Fundraisers can double the amount they raise from their own fundraising efforts when using this capability, which will display the availability of match funding to donors via the fundraising page.

Match funding can currently be set up by Enthuse on behalf of an individual charity.

How can I see who’s donated to my page?

Simply view your fundraising page. Keep in mind some people may donate anonymously. You’ll also receive an email every time someone makes a donation to your page.

How do I thank my supporters?

Find out how you can post messages of thanks on your fundraising page by clicking here

I have finished my fundraising, will closing my page transfer the money to the charity/charities I’m supporting?

Payments will be made securely to your charity each month based on the new donations received in the previous month. You do not need to close your page for this to happen, it will automatically be paid.

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