Frequently Asked Questions About TechSoup Stock |
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Program-Specific FAQs
For frequently asked
questions about individual donation programs, see the following pages:
Microsoft Software Donation Programs FAQ
Cisco
Donation Program FAQ
Cisco
SMARTnet Support FAQ
Symantec
Desktop Subscription Renewals Program FAQ
Community MAR Program
FAQ
Refurbished Computer Initiative Program
FAQ
General |
1.1 Where can I get answers to questions about the Microsoft Donation Program?
You'll find answers to common questions about the Microsoft program on the
Microsoft Software Donation Programs FAQ page. |
1.2 My organization needs advice on which products to request. Where can I get help?
There is a plethora of free information and advice available on the TechSoup Web site. You might want to post your question in one of the Discussion Forums or browse a selection of articles and worksheets in the Learning Center.
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1.3 Can I place a request by phone?
TechSoup Stock operates with limited staff and is simply not equipped to receive a large volume of phone calls. Your cooperation helps us to keep administrative fees as low as possible.
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1.4 What payment methods are available?
We accept Visa, MasterCard, and American Express. Payment can be made during checkout using our secure online form, or you may record your credit card information on the printed donation request form that you can then either fax or mail to us. We also accept checks and money orders from U.S. banks.
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1.5 How can I download or request a print catalog?
You can download
a copy of our latest print catalog (Adobe
Reader required). You can also request
a catalog by mail.
You can fax or mail a donation request using the form included in the print catalog. However, please first compare your request to the online catalog to verify current product availability, restrictions, and pricing. The print catalog is updated quarterly, so the most up-to-date information is online. Also be aware that it can take several weeks longer to process faxed or mailed requests.
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1.6 Why do you charge administrative fees?
TechSoup Stock charges administrative fees for the products we offer in an effort to partially subsidize our donation and discount programs.
The fees typically represent a small percentage of the original retail price
of the product. They vary program by program and are based on
a number of factors:
- The amount of work involved in launching the program
- The amount of work involved in qualifying and processing organizations' requests for products on an ongoing basis
- The expected volume of requests
- For discount programs, the nature of our agreement with the partner or supplier
By charging administrative fees, we are ensuring that TechSoup
Stock will continue to be able to offer donated and discounted technology
products as efficiently as possible and at the lowest possible cost. |
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Eligibility |
2.1 Who can obtain products from TechSoup Stock?
Organizations can obtain products if they are registered, qualified, and eligible.
- The following organizations may register with TechSoup Stock: nonprofits with valid 501(c)(3) status and public libraries listed in the Institute of Museum and Library Services (IMLS) database.
- Once your organization is registered, TechSoup Stock customer service representatives qualify it to receive donations, in most cases by verifying documents you send us by fax, mail, or email.
- Finally, to receive products, your organization must also meet the eligibility requirements of the technology partners that offer the products through TechSoup Stock. Qualification by TechSoup Stock does not guarantee that any partners offer products to your type of organization.
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2.2 How do I know which products my organization is eligible to receive?
To determine if your organization is eligible to receive products from a given partner, please review our Nonprofit Eligibility Requirements and Donor Partner Restrictions page.
When you register your organization with TechSoup Stock, you select a type and a subtype that best identify the organization's major purpose and activities. Our donor partners choose which of these types fit their donation philosophy. See the complete list. |
2.3 My organization does not have 501(c)(3) nonprofit status yet, but our fiscal sponsor does. Am I eligible for participation?
Certain charitable organizations in the United States are fiscally sponsored by parent
groups, foundations, or business incubators. In order to participate in
our donation programs, TechSoup Stock requires — in almost all cases —
that each organization have its own federal tax exemption, as documented
by an IRS "Determination Letter" declaring 501(c)(3) status. A
"Conditional Recognition Letter" is also adequate, but mere evidence
of having applied for exemption will not be accepted.
We do recognize eligibility conferred under an IRS Group Exemption, as is the case with certain national service organizations or church denominations that list their subordinate members.
If you are still uncertain as to whether or not your organization is eligible to obtain products from TechSoup Stock, please contact us before you begin the registration process. |
2.4 Are public libraries eligible to receive products from TechSoup Stock?
Several of our vendor partners make products available to public libraries. For more information, see TechSoup Stock Serves Libraries. |
2.5 Why has my eligibility for certain donations changed?
Donation program restrictions can change periodically. Consult the restrictions page or the restrictions listed on each product page for current information. |
2.6 I am a consultant who works with nonprofit clients. May I request donations for my clients through TechSoup Stock?
Yes. However, we require consultants and other third parties to inform their clients of TechSoup's services so that the organization can work directly with our programs if they choose to do so. We also prohibit third parties from charging additional fees to clients for registering with us and placing donation requests. Keep in mind that all products acquired through TechSoup Stock are the property of the tax-exempt organization qualified in our system.
If you are not a member of TechSoup, you must join. Find the Join TechSoup link at the top of any page in TechSoup Stock, click the link, and complete the registration form. Registering yourself as an individual is not the same thing as registering an organization.
To request donations, you must be an authorized agent of the organization. If you are the one who registers the organization with TechSoup Stock, you are automatically an authorized agent. If someone else registered the organization, you can be added as an authorized agent. See Registration, next.
If it is most efficient for you, you may use your own shipping address and email address as the organization's addresses. TechSoup Stock sends product fulfillment emails to the organization's email address. These are emails that tell you your request has been approved and give details about obtaining the product. Emails that merely confirm that you have placed a request go to your individual TechSoup member address, not the organization's address. |
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Registration |
3.1 I want to obtain products from TechSoup Stock. How do I get started?
Products are donated to organizations, not individuals. Organizations must be registered before they can receive product donations. In most cases, they must provide supporting documents so that TechSoup Stock customer service representatives can verify their registration information. See Getting Started at TechSoup Stock.
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3.2 Why do I have to register my organization to obtain products from TechSoup Stock?
The primary reason we ask you to register is to ensure that the people we serve are obtaining products for valid 501(c)(3) organizations, 501(c)(3) schools, and public libraries. |
3.3 I obtained products from
DiscounTech (TechSoup Stock's former name) before July 2001. Do
I still have to register my organization?
Yes. If you last received products before July 1, 2001, before we can fulfill your
next request, you must join TechSoup, register your organization on TechSoup Stock, and fax
or mail us a copy of your official nonprofit documentation,
along with a required qualification
form that you must download here (Adobe
Reader required). Details about exactly which
documents to send, along with our fax number and mailing address, are
on this form. Note: Public libraries that are listed in the IMLS database and are registered with TechSoup Stock with non-501(c)(3) status do not need to send any additional documentation.
If you have obtained products from TechSoup Stock since July 1, 2001, and you and
your organization are already registered, there's no need to resend
your documentation unless we specifically request it. |
3.4 If someone else has already registered my organization with TechSoup Stock, can I use this account to obtain products?
Yes. To request product donations for an organization, you must be an authorized agent for that organization. All you need to become an authorized agent is the organization's ID and its password. See Getting Started at TechSoup Stock: Register Your Organization or Become an Authorized Agent for an Organization That Is Already Registered.
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3.5 Can I register more than one organization?
Yes, you can register additional organizations. You can also request donations for an
organization that is already registered, as long as you have that organization's
ID and password. |
3.6 Can I register more than one location for the same organization?
Yes. Separate registration distinguishes different software requests for licensing purposes and allows each office to request its own donation without coming up against restrictions that other offices may incur. There's no limit to the number of affiliates or locations for each organization. However, if your organization consists mainly of different individuals working from various locations, but not in actual separate offices, it is usually best to use a single registration for all of them.
Follow this procedure to register an additional location for an organization. The new location will have the same tax ID as the parent organization but a different organization ID.
- Log in if you have not already done so.
- Click Register My Organization in the Manage My Account section at the top of the left navigation bar.
- Click Is My Organization Registered?
- Select your organization's country and click Submit.
- Select your organization's status, type in its EIN, FSCS, or tax ID, and click Submit.
The Organization Registered With This Tax ID page appears.
- Click the New Organization link.
- Enter a new organization ID for your location, fill in the rest of the information, and click Continue.
- On the Confirm Registration Information page, click Submit.
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3.7 What is the organization ID?
The organization ID is a unique combination of letters and numbers that
you create when you register your organization with TechSoup Stock. We use
it to identify your organization in our database. If you want to become an authorized agent for an
organization registered by someone else, you will need that organization's organization ID and password. |
3.8 What is an Employer Identification Number (EIN)?
The EIN is a tax ID number issued to U.S. organizations by the IRS at the
time they are granted 501(c)(3) nonprofit status. You can find this number
on your official nonprofit status documentation. |
3.9 What is an FSCS ID, and how do I find the ID for my library in order to register?
An FSCS ID is a unique identifier for U.S. public libraries. This ID
is required for registration on TechSoup Stock for public libraries that
do not have 501(c)(3) status and therefore cannot register with an EIN tax
ID. To locate your library's FSCS ID, go to the Institute of Museum and Library Services (IMLS) Web site and search for your library. On the results page, you will find your library's FSCS ID listed on the top right of the screen. It is composed of a two-character state abbreviation, a four-digit library system code, a hyphen, and a three-digit branch or location code. |
3.10 What will my tax ID be used for?
We use these tax IDs to verify the legal status of your organization. Please refer to our Privacy Policy for more information. |
3.11 Do I have to enter my tax ID every time I request donations from TechSoup Stock?
No, you only need this number when you first register your organization
with TechSoup Stock. If someone else from your organization wants to request donations, that person must know your organization's tax ID number, along
with your organization ID and password, to become authorized to obtain products. |
3.12 Can other people use my organization's tax ID to obtain products?
No one can obtain products through your account unless you give them your organization ID and password. |
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Requesting a Donation |
4.1 How do I request a donation?
See Getting Started at TechSoup Stock: Find and Request Products.
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4.2 Since my organization has multiple locations, can I make individual requests for each?
Yes, in fact, each location should have its own account and order history, which means each one should be registered individually. If your branch or affiliate has its own EIN, you should register using that number. If all branches share the parent organization's EIN, use that number when registering your location. There's no limit to the number of affiliates or locations for each organization. |
4.3 The product I would like to request is listed as "out of stock" or "temporarily out of stock." When will it be back in stock?
At TechSoup Stock, we rely on the generosity of our technology partners; all products are subject to availability. You will find the most current listing of product offerings on our site.
If you are interested in a product that is listed as "temporarily out of stock," you will be able to place a donation request for this item. It will be on back order for your organization and will be fulfilled as soon as it becomes available. Items listed as "out of stock" do not allow donation requests to be placed through the site; please sign up for the New Product Alert email newsletter and check back on the site for availability. |
4.4 Can I fax or mail my donation request instead of placing it online?
Yes. You can fax or mail a donation request using the printed donation request form. However, please first compare your request to the online catalog to verify current product availability, restrictions, and pricing. Also be aware that it can take several weeks longer to process faxed or mailed requests. |
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Shipping |
5.1 Can my shipping address be different from my organization's address?
To ensure that shipments reach their proper destinations, orders are only shipped to the organization's address. We cannot ship to P.O. boxes. |
5.2 When can I expect to receive my products?
We normally process donation requests two to three business days after we receive your payment and qualification information. Payment is considered received when your credit card has been approved or we receive your check in the mail. Qualification information includes forms you fill out during the registration process and, for most organizations, supporting documentation such as the first page of the U.S. Internal Revenue Service 501(c)(3) determination letter.
After the request has been processed, the next steps depend on the type of product:
- Products shipped from our San Francisco warehouse ship within two or three business days.
- For most online products and products fulfilled through download, we send an email to your organization email address within one working day with information about registration and download.
- GrantStation usually activates subscriptions on the following Friday and sends an email with the subscription information that day.
Question 6.2 describes how to check the status of your request.
Important: Products from the following donor partners are not sent directly from TechSoup Stock, and are not shipped until days or weeks after your request is shown as "shipped" in the Order Status page. The list below shows the usual time lag between the Order Status "shipped" date and our partners' ship date.
| Cisco | |
Cisco requests take 6 to 8 weeks for shipment. |
| GrantStation | |
Subscriptions to GrantStation's online service are activated by GrantStation. Activation emails are sent by GrantStation directly to the customer within 10 business days of your receipt of your fulfillment email from TechSoup Stock. |
| IKON | |
TechSoup forwards your request for discounted rates to IKON. IKON will send you contract documents that need to be signed and returned to IKON. Order processing will take 10 to 12 business days after these contract documents have been returned to IKON. |
| Microsoft | |
Microsoft license keys are emailed to the organization within 3 business days. If media was requested during checkout, it is shipped within 3 or 4 days. |
| NPC | |
TechSoup Stock sends your organization an email immediately. This email contains a link for downloading application documents that must be filled out and sent to NPC. NPC generally authorizes and activates the credit card processing account and ships out the card reader within 2 to 4 weeks from the date of the application's submission to NPC. |
| RCI | |
Refurbished computer equipment through RCI is shipped within 10 business days. |
| Sun | |
Sun order processing takes 7 to 15 business days, and shipping takes an additional 1 to 4 business days, depending on recipient location. |
| Symantec | |
For products that are fulfilled through download, TechSoup Stock sends your organization an email immediately and Symantec sends a second email with the certificate required for installation in 7 to 10 days. |
If your request contains products from donor partners other than
those listed above, you might want to request them separately so that they arrive
sooner. |
5.3 Can I expedite my shipment?
Yes. When you make your
request, you can select from four shipping options, with the exceptions noted
below. Prices for software are shown in the table below. Shipping prices
for other items are calculated at the time of your request.
UPS Ground
(except Hawaii and Alaska) |
4 – 10 business days |
no extra charge for software |
UPS 3-Day
(except Hawaii and Alaska) |
3rd business day, by 5 p.m. |
+ $10 for software |
| UPS 2-Day |
2nd business day, by 3 p.m. |
+ $20 for software |
UPS Overnight
(except Hawaii and Alaska) |
next business day |
+ $30 for software |
If your shipment contains only products from the donor partners listed in question
5.2, please do not select expedited shipping, since it is not available
for products from those partners. |
5.4 What's the fastest way to place my request?
The fastest way is to place your request on our secure Web site, using your credit card. |
5.5 Can you ship outside the United States?
TechSoup Stock ships to all 50 states , but only via UPS 2-Day to Hawaii and Alaska. Unfortunately,
we are currently unable to ship either to other U.S. territories or to other
countries. |
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Request Status |
6.1 How do I check the status of my request?
See Getting Started at TechSoup Stock: Check the Status of Your Donation Requests.
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6.2 Can I find out which products my organization has already requested?
Yes. First, log in to TechSoup; then click Order Status under Manage My Account. You will see a list of the requests that all authorized users for your organization have placed on TechSoup Stock. Click an order number to view details. |
6.3 What should I do if I have a question about my request?
First, log in to TechSoup; then click Order Status under Manage My Account. You will see a list of the requests you have placed on TechSoup Stock. Click the order number to view the status of a particular order. If you still have questions, contact us at customerservice@techsoup.org. |
6.4 Can I cancel a request?
Yes. First, log in to TechSoup; then click Order Status under Manage My Account. You will see a list of the requests you have placed on TechSoup Stock. If your products have not been shipped, click Cancel Order to cancel all unshipped requests. If you want to cancel an item that has already been shipped, contact us at customerservice@techsoup.org. Please be sure to include your confirmation number with your cancellation request. |
6.5 I see a charge on my credit card statement, but I haven't received my product. Why have you charged me?
A transaction could appear on your credit card statement even though the request has not been fulfilled. This is because TechSoup Stock requests a credit authorization immediately upon receipt of the card information. Some credit issuers then place a hold on the amount of the administration fee, meaning that the amount has not actually been charged, but it no longer counts as available credit. The fulfillment time can vary, depending on the product's in-stock status and the organization's qualification status, but no matter how long it takes, the amount will be charged only when fulfillment is complete. |
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Returns |
7.1 What is your policy on returns?
Please consult the TechSoup Stock Exchanges and Returns page for guidelines and instructions. |
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Security and Privacy |
8.1 How secure is my information?
All of your information is encrypted to insure privacy. Our servers are located in a secure facility and are protected by a sophisticated firewall. Please refer to our
Privacy Policy for more information. |
8.2 Do you sell email addresses to third parties?
We do not sell email addresses to third parties. Please refer to our Privacy Policy for more information. |
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Canadian Product Donations — Transition to TechSoup Canada |
9.1 What differences between TechSoup.org and TechSoup Canada might affect my ability to place and complete product requests?
All organization information (organization ID, address, order history, and so on) has been transferred to TechSoup Canada, along with the username and password of the main person associated with the organization. In most cases, the differences between the two sites will not affect your ability to place and complete product requests.
However, if your organization has more than one authorized agent or if you are the authorized agent for more than one Canadian organization, some adjustment might be needed. See questions 9.4 and 9.5 for details.
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9.2 My organization was registered before January 7, but had not yet been qualified. What happened to it?
On January 7, your organization's information was transferred to TechSoup Canada with its current qualification status. TechSoup Canada will take over qualification processing on January 30. |
9.3 I had open requests on January 7 that had not yet been approved. What happened to them?
At 5 p.m. on January 7, all open requests were transferred to TechSoup Canada to wait for the completed paperwork or payment. The request cannot be completed until after the transition is complete on January 30. |
9.4 My organization has several authorized agents. Who will become the authorized agent after January 30?
The TechSoup user who placed the most recent request within the last 12 months will be the organization's agent after the transition. If no request was placed in that period and one of the authorized agents is the executive director, that person will be associated with the account. If there is no one who meets these criteria, the person who first registered the organization will be associated with the account. |
9.5 I am the authorized agent for several organizations. What can I do to continue those relationships?
If you are the authorized user for multiple organizations and need to continue to manage and request products for those accounts, you should contact TechSoup customer service at customerservice@techsoup.org. |
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Account Access |
10.1 What do I do if I forget my TechSoup username or password?
To receive a reminder about your TechSoup username and password, go to the Password Reminder Page and, in the space provided, enter the email address you used when you joined TechSoup. The system will look up the username and password associated with the email address you enter.
If you have multiple accounts under the email address you enter, you
will be asked to choose the account to which you would like the reminder
sent. |
10.2 What do I do if I don't have my organization ID and password?
If you are unable to obtain the organization ID and password from any of the authorized agents listed under your organization's account, send an email with the following information to techsoupstock-info@techsoup.org:
- Organization EIN/tax ID number:
- Organization name:
- Organization address:
- Your name:
- Your job title:
- Your email address:
- Your TechSoup user ID:
Note: The organization ID and password are NOT used for logging in. The organization ID and password are needed to set up additional persons in your organization as authorized agents on the organization account. To be able to request donations, each person must still create his or her own TechSoup account and follow the steps to become an authorized agent for that organization. |
10.3 How can I check to see if my organization is already registered on TechSoup Stock?
You can find out whether or not your organization is registered on TechSoup
Stock by following
these steps:
- Log in with your TechSoup username and password (or join
TechSoup if you do not already have a TechSoup account).
- Click Register My Organization in the Manage My Account section
on the upper-left side of the page.
- Click Is My Organization Registered?.
- Select your organization's country and click Submit.
- Select your organization's status, type in its EIN, FSCS, or tax ID, and click Submit.
If your organization is listed on the next page (Organization Registered With This Tax ID), it
has been registered on Tech Soup Stock.
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10.4 Which user ID and password should I use to log in to TechSoup?
Use your TechSoup username and password when you want to request product donations. If you have already joined TechSoup and also registered your organization, you will automatically be recognized as an authorized agent of your organization when you log in to TechSoup using
your personal TechSoup username and password. You will not be required to enter the organization ID and password. |
10.5 What are the organization ID and organization password used for?
The organization ID and password are used in the process of designating authorized agents for an organization. |
10.6 How do I become an authorized
agent for an organization that has already been registered on TechSoup Stock?
See Getting Started at TechSoup Stock: Register Your Organization or Become an Authorized Agent for an Organization That Is Already Registered. |
10.7 How do I change my organization
password or profile?
See Getting Started at TechSoup Stock: Change Registration Information. Changing the type, subtype, budget, or address of an organization that has been qualified will change its status to Requalification Pending. |
10.8 How do I edit my personal profile?
See Getting Started at TechSoup Stock: Change Registration Information. |
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