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Product Donation FAQ

  • Joining, Registering, and Qualifying
  • Account Access and Management
  • Program Rules and Eligibility
  • Downloading and Installation
  • Donation Availability, Requests, and Licensing
  • Donation Status and Fulfillment
  • I want to request donated technology products from TechSoup. How do I get started?
    <p>Join TechSoup and provide your organization's information  during registration. You can join TechSoup by clicking <strong>Join</strong>&nbsp;in the upper right corner of the TechSoup website. </p>
    <p>Once your organization is registered, you can browse our  catalog, place items in your cart, and complete your donation request. If your  organization is new to TechSoup, it can take up to seven business days to  qualify your organization as  a U.S. 501(c)(3)  nonprofit or public library before your first donation request is processed. </p>
    What if someone has already registered my organization with TechSoup?
    <p>If your organization is already registered with TechSoup, you just need to become an authorized agent for the organization to request product donations. You'll be able to associate with your organization as an authorized agent when you join TechSoup and enter your organization information. </p>
    <p>If you have already joined TechSoup but haven't associated with your organization, please follow these steps.</p>
    <ol>
        <li>Log in to TechSoup.</li>
        <li>Click your member email address at the top of the page (next to the gear icon).</li>
        <li>Click <strong>Register a New Organization</strong>.</li>
        <li>Enter your organization's information and click <strong>Continue</strong>.</li>
        <li>Select your organization.</li>
        <li>Enter the association code and your role in the organization. (Note: The association code is case sensitive.) If you do not have access to your association code, you can contact one of the current authorized agents listed on the page and ask them for the code.</li>
        <li>Click <strong>Submit</strong>. </li>
    </ol>
    How can I find out if my organization is already registered with TechSoup?
    <p>If your organization is already registered with TechSoup,  you'll find out when you join TechSoup or attempt to register a new  organization. You'll be able to associate with your organization when you enter  your organization information during the registration process. &nbsp;</p>
    <p>If you have already joined TechSoup, please follow these steps.</p>
    <ol>
        <li>Log in to TechSoup.</li>
        <li>Click your member  email address at the top of the page (next  to the gear icon).</li>
        <li>Click <strong>Register  a New Organization</strong>.</li>
        <li>Enter your organization's information and click <strong>Continue</strong>.</li>
        <li>Select your organization.</li>
        <li>Enter the association code and your role in the  organization. (Note: The association code is case sensitive.) If you do not have access to your association  code, you can contact one of the current authorized agents listed on the page  and ask them for the code.</li>
        <li>Click <strong>Submit</strong>. </li>
    </ol>
    My organization has multiple locations or branches. How do I register with TechSoup?
    <p>You can register more than one location or  branch for the same organization and  make individual donation requests for each. There's no limit to the number  of branches or locations you can register for an organization. Each location  will have its own account and donation request history.</p>
    <ul>
        <li>If your branch or location has its own federal EIN or FSCS number, register using that number.</li>
        <li>If all branches or locations share the parent organization's EIN, register using that number.</li>
    </ul>
    <p>TechSoup bases the qualification of multiple  accounts  sharing an EIN on its review of an organization's structure. Please note that we may require additional information from you to determine branch or satellite eligibility.</p>
    How do I register my church or religious organization?
    <p>Please see our <a href="http://forums.techsoup.org/cs/community/b/tsblog/archive/2015/02/20/church-and-religious-organization-frequently-asked-questions.aspx">Churches and Religious Organization FAQ</a>.</p>
    <p>If your local church or other religious institution has been granted its own tax-exempt status and you have a copy of the 501(c)(3) IRS determination letter with your organization's name displayed on it, simply register your organization with the tax ID (EIN) on the IRS letter.</p>
    <p>However, if your local church or other religious institution has its tax-exempt status through its national parent organization, register your organization using the parent EIN and your local shipping address. We will verify that your organization is part of the parent organization and validate your shipping address. We may need additional documentation from you to do so.</p>
    Can other people use my organization's tax ID to obtain products?
    <p>No one can obtain products through your account unless you give them your association code and they become authorized agents for your account.</p>
    <p>To ensure your account's security, you should only give your code to individuals who are authorized by your organization to manage your TechSoup account.</p>
    What is an annual operating budget, and where can I find this information?
    <p>This is an estimate of what it will cost to run your organization's programs for the fiscal year. For 501(c)(3) organizations, this corresponds to the annual expenses reported to the IRS in the most recent filing year (line 18 of IRS Form 990; line 17 of IRS Form 990EZ). For non-501(c)(3) public libraries, this is commonly known as the "adopted budget" for each branch.</p>
    What is the qualification process and how long does it take?
    <p>Qualification can take up to seven business days. The qualification process validates the individual and organization information provided at registration, including nonprofit status, an individual's connection to the organization, organization location, and mission.</p>
    <p>If we require additional information or documentation, TechSoup Customer Service will send a message to the organization email address you provided. </p>
    What is the difference between "qualified" and "eligible"?
    <p>"Qualified" means TechSoup has verified your organization's status and information. You can request product donations even if your organization has not yet been qualified, but the request will be held until qualification is complete.</p>
    <p>"Eligible" means your organization conforms to the donor partner's requirements for the program and products requested. To determine your eligibility, see the rules listed on each product page or <a href="/EligibilityQuiz">check your eligibility</a>.</p>
  • How can I retrieve my member email and password so I can log in?
    <p>If you know your member email address, you can reset your password to receive a new, temporary password by email. You'll need to answer a security question to reset your password.</p>
    <p>If you don't know your member email address or can't answer the security question, please contact <a href="/about-us/contact-us">TechSoup Customer Service</a> for assistance.</p>
    How can I become an authorized agent for an organization?
    <p>If you haven't already, join TechSoup and enter the organization's information during registration. You'll be asked if you want to associate yourself with the organization using its association code. If you don't know the association code, you can contact one of the current authorized agents listed on that page and ask them for the code.</p>
    <p>If you've already joined TechSoup, please follow the steps below. </p>
    <ol>
        <li>Log in to TechSoup.</li>
        <li>Click your member email address at the top of the page (next to the gear icon).</li>
        <li>Click <strong>Register a New Organization</strong>.</li>
        <li>Enter your organization's information and click <strong>Continue</strong>.</li>
        <li>Select your organization.</li>
        <li>Enter the association code and your role in the organization. (Note: The association code is case sensitive.) If you do not have access to your association code, you can contact one of the current authorized agents listed on the page and ask them for the code.</li>
        <li>Click <strong>Submit</strong>. </li>
    </ol>
    What can authorized agents do?
    <p>Authorized agents can</p>
    <ul>
        <li>Request products and services through TechSoup.</li>
        <li>View and update an organization's contact information, including shipping address, phone numbers, and email address.</li>
        <li>View and update an organization's association code.</li>
        <li>View details for previous donation requests, including licensing information and download instructions.</li>
    </ul>
    Where can I find my organization's association code?
    <p>If you are an authorized agent for an organization, you can find the association code in your organization profile by following the steps below. </p>
    <ol>
        <li>Log in to TechSoup.</li>
        <li>Click your member email address at the top of the page (next to the gear icon).</li>
        <li>Click <strong>My Active Organization Profile</strong> or scroll down and click the correct organization name under My Organizations. The association code is listed in the box on the right side of the page.</li>
    </ol>
    <p>If the association code is not retrievable, please contact <a href="/AboutUs/Pages/Contact-Us.aspx">TechSoup Customer Service</a> for assistance.</p>
    Where can I find a list of current authorized agents for my organization?
    <p>If you're already associated with an organization, you can find  a list of authorized agents in your organization profile by following the steps  below.</p>
    <ol>
        <li>Log in to TechSoup.</li>
        <li>Click your member  email address at the top of the page (next  to the gear icon).</li>
        <li>Click <strong>My  Active Organization Profile</strong> or scroll down and click the correct  organization name under My Organizations. The authorized agents are listed in  the box on the right side of the page.</li>
    </ol>
    <p>If you're not an authorized agent, join TechSoup and enter  your organization's information. You'll be able to view a list of authorized agents  during the registration process.</p>
    How can I update my member profile or my organization's information?
    <p>Follow these steps to update your member profile or your  organization's contact information.</p>
    <ul>
        <li>Log  in to TechSoup.</li>
        <li>Click your  member email address at the top of the page (next to the gear icon).</li>
        <ul>
            <li>To edit your profile information, click <strong>Edit this information</strong> next to Profile  Information and follow the instructions.</li>
            <li>To edit your organization's information:</li>
            <ol>
                <li>Click your organization's name from the list  displayed below My Organizations.</li>
                <li>Click <strong>Edit</strong> next to Organization Information and follow the instructions.</li>
            </ol>
        </ul>
    </ul>
    <p>To update your organization's tax ID number and other  information, please contact <a href="/AboutUs/Pages/Contact-Us.aspx">TechSoup Customer Service</a> for assistance. </p>
    What's the difference between a password and an association code?
    <p>Your password is used in conjunction with your member email address to log in to the TechSoup website. The association code is created specifically for your organization when you register with TechSoup. You can give your code to individuals who are authorized by your organization to manage your TechSoup account.</p>
  • Who can request product donations from TechSoup?
    <ul>
        <li>U.S. and U.S. territory nonprofits with valid 501(c)(3) status </li>
        <li>Public  libraries listed in the Institute of Museum and Library  Services (IMLS) database </li>
    </ul>
    <p>Individuals,  other types of nonprofits, or other types of nongovernmental  organizations (such as 501(c)(6) organizations and public schools) are not currently eligible to request donations.</p>
    <p>If you work for a charity, nongovernmental organization, or  public library located outside the United States, find a donation program in your region at <a href="http://www.techsoup.global">www.techsoup.global</a>.</p>
    My organization is restricted from requesting certain products. How do I know which products we're eligible to receive?
    <p>Your organization's location, annual operating budget, and mission all contribute to determining your donation program eligibility.</p>
    <p>To see which programs your organization is likely eligible for, <a href="/eligibilityquiz">check your eligibility</a> or review the <a href="/restrictions">Nonprofit Eligibility Requirements and Donor Partner Restrictions</a>.</p>
    Why has my eligibility for certain donations changed?
    <p>Donation program eligibility requirements are determined by TechSoup's donor partners and can change at any time. Consult the <a href="/Pages/restrictions.aspx">Nonprofit Eligibility Requirements and Donor Partner Restrictions</a> or the restrictions listed on each donor product page for current information.</p>
    My organization does not have 501(c)(3) nonprofit status but our fiscal sponsor does. Is my organization eligible for donations?
    <p>Charitable organizations in the U.S. that are fiscally sponsored by parent groups, foundations, or  business incubators are not eligible to participate in TechSoup donation programs.</p>
    <p>In almost all cases,  each organization that  registers is required to have its own federal tax exemption with the IRS. Your  organization may be eligible under an IRS group exemption, as is  the  case with certain national service organizations or church denominations that list their subordinate members. If you're unsure about your eligibility, please contact <a href="/AboutUs/Pages/Contact-Us.aspx">TechSoup Customer Service</a> before you begin the registration process.</p>
    What programs are tied to TechSoup's fiscal year?
    Many of the donation programs at TechSoup allow organizations to receive a fixed quantity of products between July 1 and June 30 of each year. This corresponds to TechSoup's fiscal year. On July 1, organizations become eligible again to place requests for these products. For more information, see the <a href="/programs-affected-by-techsoup-fiscal-year-end">list of donation programs affected by fiscal year limits</a>.
    Can I request donations for offices and staff outside the US if my organization's primary office is in the US?
    <p>No. If your organization has offices incorporated as nonprofit organizations outside the United States, those offices must register with and request products from the TechSoup partner that administers donation programs for that country. Visit <a href="http://www.techsoup.global">www.techsoup.global</a> to find a TechSoup partner. </p>
    <p>In most cases, organizations with US staff traveling outside the United States may use devices running software donated through TechSoup, but they may not transfer the software to an office outside the US for full-time use.</p>
    <p>However, donated products may not be used in or exported to Cuba, North Korea, Iran, Syria, Sudan, and the Crimea region or to any country subject to relevant embargo or sanction under any circumstances, including while traveling through them. Donated products may not be exported to any entity or person for which an export license is required per any relevant restricted party list.</p>
    <p>Learn more about the <a href="http://meet.techsoup.org/about-us/techsoup-global-network">TechSoup Global Network</a>. </p>
  • Where can I get help with downloading and installation?
    <p>Please refer to the TechSoup fulfillment email you received after placing a donation request. This email contains download instructions and contact information for the product donor.</p>
    <p>You can find all of your previous fulfillment emails in your Donation Fulfillment Messages Center.</p>
    <ol>
        <li>Log in to TechSoup.</li>
        <li>Click your member email address at the top of the page (next to the gear icon).</li>
        <li>Click <strong>Donation Request History/Status</strong>.</li>
        <li>Locate the fulfillment email in the list and click it to view the message.</li>
    </ol>
    <p>You can also find download and support resources on TechSoup's <a href="/support">Support page</a>. For help with Microsoft donations, use TechSoup's <a href="/Support/ArticlesAndHowTos/Pages/microsoft-download-help.aspx">VLSC quick-start guide</a>.</p>
    <p>TechSoup Customer Service usually can't provide download and installation assistance. </p>
    My organization needs advice on which products to request. Where can I get help?
    <p>TechSoup product pages provide basic information about  product features and the system requirements to install and use them. They also  have links to resources like comparison charts, articles, webinars, and forum  threads discussing certain products or types of products.</p>
    <p>If you don't have a specific product in mind, you should  consider <a href="/eligibilityquiz">checking your  eligibility</a>. You'll get a list of donation programs you're likely eligible  for so you know where to begin. </p>
    <p>If you're looking for a specific type of product but are  unsure which products are available, you should use the <strong>Browse by Category  or Solution</strong> option in our navigation menu to view all available categories  or products.</p>
    <p>You can also take advantage of learning resources, including <a href="/Support/ArticlesAndHowTos/Pages/default.aspx">articles</a>, <a href="http://forums.techsoup.org/cs/community/b/tsblog/">blogs</a>, free <a href="/Community/CommunityWebinars/Pages/default.aspx">webinars</a>, and <a href="http://forums.techsoup.org/cs/community/f/">community forums</a> on nonprofit and  technology-specific topics led by expert hosts. The forums can be a  great resource for organizations looking for information from other nonprofits  or libraries.</p>
    Where do I find software compatibility information?
    <p>You can find the system requirements for any donated software products on the TechSoup product page. You can also visit our donor partners' websites to consult their FAQs and other helpful product information they provide.</p>
    How can I tell if a product offered through TechSoup includes technical support?
    <p>Product pages on TechSoup include information about any technical support provided by our partners. If you've already requested and received a donation, any fulfillment emails sent to you should also include instructions and technical support information.</p>
    <p>TechSoup Customer Service can't provide technical support for any products offered by donation or discount partners through TechSoup.</p>
    Can I reinstall my software on a different computer?
    <p>It depends on the software license agreement, but most of the time you can install the software on a different computer as long as you uninstall it from the previous one. </p>
    <p>There might be limitations on how many times you can activate the software using the same product key or serial number. If that's the case, you might need to contact the donor partner. </p>
    <p>If you need to redownload the software, refer to your original TechSoup fulfillment email for instructions. </p>
    <p>You can find all of your previous fulfillment emails in your Donation Fulfillment Messages Center.</p>
    <ol>
        <li>Log in to TechSoup.</li>
        <li>Click your member email address at the top of the page (next to the    gear icon).</li>
        <li>Click <strong>Donation Request History/Status</strong>.</li>
        <li>Locate the fulfillment email in the list and click it to view the    message.</li>
    </ol>
    <p>If you are unable to locate the fulfillment email in the Donation Fulfillment Messages Center, please contact <a href="/AboutUs/Pages/Contact-Us.aspx">TechSoup Customer Service</a> for assistance.</p>
    The Microsoft license I requested is not showing up in the Volume Licensing Service Center (VLSC). What should I do?
    <p>Please allow three to five business days for Microsoft to accept your agreement and to add your Microsoft license to your VLSC account.</p>
    <p>Your license will always be associated with the organization email address you have on file with TechSoup at the time of your request.</p>
    <p>If your license is associated with an incorrect business email, please contact <a href="/AboutUs/Pages/Contact-Us.aspx">TechSoup Customer Service</a> to get the license and authorization numbers needed to add an Open License to your VLSC account. Then, follow our instructions for <a href="/Support/ArticlesAndHowTos/Pages/how-to-add-licenses-or-individuals-to-your-vlsc-account.aspx">adding Open Licenses to your account.</a></p>
    I haven't received my Symantec Enterprise Certificate with my serial number. What should I do?
    <p>If it has been longer than three business days since you received the Symantec fulfillment email from TechSoup, please contact <a href="/AboutUs/Pages/Contact-Us.aspx">TechSoup Customer Service</a> for assistance. It could take three to five business days for TechSoup to retrieve your certificate from Symantec.</p>
  • An item I want is out of stock or temporarily out of stock. When will it be available?
    <p>Every product  page includes one of the following  availability  statuses:</p>
    <ul>
        <li><strong>Available: </strong>The product is  available.</li>
        <li><strong>Temporarily out of stock: </strong>TechSoup does not have the product in stock,  but more products are expected. If you place a request for a temporarily out-of-stock product, your credit  card  will not be charged until the product  is available and ready for delivery.</li>
        <li><strong>Out of stock: </strong>The product is not available. It may or may not be available again in the future.</li>
        <li><strong>Discontinued: </strong>The product is  not  available and is not expected to be available again in the  future. This might mean that it has been replaced by a  newer  product.</li>
    </ul>
    How do I request multiple licenses for my organization?
    <p>Most software products  provide a single user license unless  specified otherwise in the product name or description.  If allowed by the donation or discount program, you can request multiple  quantities of a product to obtain multiple licenses. You'll need to pay an  additional admin fee for each product you request. For example, you could  request and pay the admin fees for a quantity of five Microsoft Office  Professional Plus products to receive five licenses.</p>
    <p>For products that provide multiple licenses, you only need to request and pay for a quantity of one to receive the specified  number of licenses. For example,  you could request and pay the admin fee for one product that includes "10 user  licenses" in its name in order to receive 10 licenses.</p>
    <p>Review the <strong>Rules, Eligibility, and </strong><strong>Restrictions</strong> tab of each product page to determine how often you can make donation requests from that partner  and how many licenses you can request.</p>
    Why does TechSoup charge an administrative fee?
    <p>TechSoup charges an administrative fee (also called an "admin fee") to cover the cost of processing each donation or discounted product and to support our programs, services, and education for nonprofits and charities around the world. For discount programs, the administrative fee also includes the cost of the discounted product or service. Our administrative fees are subject to periodic changes.</p>
    Can donation requests be made by phone?
    <p>To ensure the security of your payment information, TechSoup  can't take donation requests by phone. Please log in to your TechSoup account  and place your request online. </p>
    <p>If you need assistance placing a request or have questions,  please contact <a href="/AboutUs/Pages/Contact-Us.aspx">TechSoup Customer Service</a>.</p>
  • When can I expect to receive my donation, and how will it arrive?
    <p>After you make a donation request, TechSoup will usually process it in two  to three business days.</p>
    <p>After a request has been processed, its  status will display as "fully shipped." This means that our fulfillment work at  TechSoup has been completed,  but it doesn't necessarily mean that the product is  on its way to your door or inbox. Fulfillment processes and delivery methods vary  by product. </p>
    <p>If this is your first  request from TechSoup for an organization that you recently registered, it will  likely take longer for you to receive your donation. Requests from new  organizations are not processed until TechSoup has verified the organization's status and  qualified it. You  can check your organization's qualification status by logging in, clicking your  member email address at the top of the page (next to the gear icon), and looking  at the information in the Qualification Status column under My Organizations at  the bottom of the page. </p>
    I see a charge on my credit card statement, but I haven't received my product. Why have I been charged?
    <p>TechSoup requests a credit authorization immediately upon receipt of the card information. Some credit issuers then place a hold in the amount of the total charges. This may display as a transaction on your credit card statement. This amount has not actually been charged, but it no longer counts as available credit. The amount will be charged only when fulfillment is complete.</p>
    Where can TechSoup ship products?
    <p>TechSoup ships to all 50 states in the U.S. Shipments to Hawaii and Alaska must be delivered via UPS 2nd Day Air. TechSoup cannot ship physical products to U.S. territories at this time; however, we offer many downloadable donations that organizations in these territories can  receive. To find out if products  are not available in U.S. territories, consult our <a href="http://www.techsoup.org/stock/restrictions.asp">Nonprofit  Eligibility Requirements and Donor Partner Restrictions page </a>or the restrictions listed on each product page. U.S. territories include American Samoa, Guam, Puerto Rico, Northern Mariana Islands, and U.S. Virgin Islands.</p>
    <p>If you're not in the U.S. or U.S.  territories, visit the <a href="http://www.techsoupglobal.org/network">TechSoup Global Network</a> to find a donation program in  your region. </p>
    How can I find out which products my organization has already requested?
    <ol>
        <li>Log in to TechSoup.</li>
        <li>Click your member  email address at the top of the page (next  to the gear icon).</li>
        <li>Click <strong>Donation Request History/Status.</strong></li>
        <li>Enter a date range and click <strong>View Requests. </strong>You will see a  list of the past requests from TechSoup.</li>
        <li>Click a request  number to view  details. </li>
    </ol>
    How can I check the status of a donation request?
    <ol>
        <li>Log in to TechSoup.</li>
        <li>Click your member  email address at the top of the page (next  to the gear icon).</li>
        <li>Click <strong>Donation Request History/Status.</strong></li>
        <li>Enter a date range and click <strong>View Requests. </strong>You will see a  list of the past requests from TechSoup  with their status listed under Status of Request.</li>
    </ol>
    <p>To read an in-depth explanation of each status, see our <a href="/Pages/donation-request-status-glossary.aspx">Donation Status Glossary</a>.</p>
    How can I change or cancel a donation request?
    <p>If you need to  change a  donation request's products, quantities, payment method, or delivery  information, cancel your donation  request and place a new one. </p>
    <p>To cancel a request,  follow these steps.</p>
    <ol>
        <li>Log in to TechSoup.</li>
        <li>Click your member  email address at the top of the page (next  to the gear icon).</li>
        <li>Click <strong>Donation Request History/Status.</strong></li>
        <li>Enter a date range and click <strong>View Requests. </strong>You will see a  list of the past requests from TechSoup.</li>
    </ol>
    <ul>
        <ul>
            <li>Requests that can be canceled will display a Cancel link in the Status of Request column. Canceling your request will reset your organization's  eligibility for the products that were in  the request.</li>
            <li>If you don't see a Cancel link, your request  can't be canceled because distribution of all products in your donation request  is either complete or is currently underway. </li>
        </ul>
    </ul>
    <p>If you need to update the  shipping or delivery email address for your donation requests, please update your organization profile <em>before</em> placing a new request.  You  can access your organization profile by clicking  your member email address at the top of the page (next to the gear icon).</p>
    How do I change or add payment information for a donation request?
    <p>Donation requests cannot be processed until payment is received in the form of a check or a valid credit card and processed. If you need to add or change credit card information, please cancel your request and place a new one with the appropriate credit card information. </p>
    How do I provide payment by check?
    <p>Make checks payable to TechSoup. The request number must be included on the check in order for the payment to be applied and processed.</p>
    <p>Mail checks to:</p>
    <p>TechSoup<br />
    Attn: Fulfillment Dept.<br />
    435 Brannan Street, Suite 100<br />
    San Francisco, CA 94107</p>
    What is your policy on returns?
    <p>Please consult the <a href="/Pages/exchanges-and-returns.aspx">TechSoup Exchanges and Returns page</a> for information.</p>
    How can I get a receipt?
    <p>TechSoup does not provide formal receipts. If you need a receipt for your records, you can either print the confirmation email that was sent to your organization's email address or find and print the details of  a donation request by following these steps.</p>
    <ol>
        <li>Log in to TechSoup.</li>
        <li>Click your member  email address at the top of the page (next  to the gear icon).</li>
        <li>Click <strong>Donation Request History/Status</strong>.</li>
        <li>Use one of  the search options provided.</li>
        <li>Locate the request in the list, and click the request number to view.</li>
        <li>Use your  browser's print option to print a copy of the page. </li>
    </ol>
    What if I didn’t receive my fulfillment email?
    <p>If your organization is qualified and you didn't receive your fulfillment email from us, you can find it in your Donation  Fulfillment Messages Center.</p>
    <ol>
        <li>Log in to TechSoup.</li>
        <li>Click your member  email address at the top of the page (next  to the gear icon).</li>
        <li>Click <strong>Donation Request History/Status</strong>.</li>
        <li>Locate the fulfillment email in the list and  click it to view the message.</li>
    </ol>
    <p>If your request has been processed and you are unable to  locate the fulfillment email in the Donation Fulfillment Messages Center,  please contact <a href="/AboutUs/Pages/Contact-Us.aspx">TechSoup Customer Service</a> for assistance.</p>
    I received hardware from the Refurbished Computer Initiative (RCI) program and it’s not working. What should I do?
    <p>If the hardware received is damaged or it is believed to be  defective, contact the refurbisher partner who supplied it to report the  problem and receive a replacement or refund. You can find the refurbisher  partner's contact information in your TechSoup fulfillment email or on the <a href="/Support/ArticlesAndHowTos/Pages/about-rci-products.aspx">About RCI Products</a> page.&nbsp; </p>
    <p>The donor partner will determine whether they can provide  troubleshooting assistance. If our partner is unable to resolve the problem,  they will determine if a refund or replacement can be issued. </p>
    <p>If you have contacted the refurbisher partner and they  haven't responded within several days, please contact <a href="/AboutUs/Pages/Contact-Us.aspx">TechSoup Customer Service</a> for  assistance.</p>