{"id":32618,"date":"2026-11-13T17:08:14","date_gmt":"2026-11-13T21:08:14","guid":{"rendered":"https:\/\/www.donorperfect.com\/nonprofit-technology-blog\/?p=32618"},"modified":"2026-11-13T17:08:15","modified_gmt":"2026-11-13T21:08:15","slug":"when-trust-matters-most-donorperfects-commitment-to-transparency-and-accountability","status":"publish","type":"post","link":"https:\/\/www.donorperfect.com\/nonprofit-technology-blog\/fundraising-software\/when-trust-matters-most-donorperfects-commitment-to-transparency-and-accountability\/","title":{"rendered":"When Trust Matters Most: DonorPerfect\u2019s Commitment to Transparency and Accountability"},"content":{"rendered":"\n<p>Every day, nonprofits place their trust in technology providers to support work that matters deeply to their communities. That trust carries a responsibility that extends beyond delivering reliable fundraising software. It means being transparent when challenges arise, taking accountability when things go wrong, and putting the needs of the organizations we serve at the center of our decisions.<\/p>\n<p>DonorPerfect experienced a security incident that disrupted access to our platform and related services. Reports of <a href=\"https:\/\/thenonprofittimes.com\/npt_articles\/breaking-multiple-fundraising-platforms-targeted-by-bots\/\">security activity affecting other fundraising technology providers<\/a> has highlighted broader challenges across our industry.<\/p>\n<p>While some fundraising services have been restored, DonorPerfect itself remains temporarily unavailable as our teams continue the necessary security work. We recognize the significant challenges this creates for the nonprofit organizations that rely on us.<\/p>\n<p>As President of SofterWare, I believe moments like these reveal something important about a company\u2019s values\u2014not simply through what it says but through how it responds.<\/p>\n<div style=\"padding:56.25% 0 0 0;position:relative;\"><iframe src=\"https:\/\/player.vimeo.com\/video\/1246630336?autopause=0&amp;player_id=0&amp;app_id=58479\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture; clipboard-write; encrypted-media; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" style=\"position:absolute;top:0;left:0;width:100%;height:100%;\" title=\"A message from our President | Lauren Sheehan, President\"><\/iframe><\/div><script src=\"https:\/\/player.vimeo.com\/api\/player.js\"><\/script>\n<section class=\"wp-block-group content-section is-layout-constrained wp-block-group-is-layout-constrained\">\n<header data-toc-tag=\"Making difficult decisions to protect what matters\" id=\"section-1-toc-1\"><\/header>\n<h2 class=\"wp-block-heading\" id=\"h-making-difficult-decisions-to-protect-what-matters\">Making difficult decisions to protect what matters<\/h2>\n<p>We confirmed unauthorized activity involving certain DonorPerfect systems. We engaged cybersecurity experts to investigate the incident and assess its impact.<\/p>\n<p>When we identified the security activity, we made the difficult decision to temporarily restrict access to DonorPerfect and certain related services while our teams investigated and implemented protective measures.<\/p>\n<p>We knew restricting access would disrupt the organizations that rely on our technology and that fundraising software supports critical operations, donor relationships, and the programs that nonprofits deliver to their communities. Taking systems offline was not a decision we made lightly, but we believed it was the responsible course of action while necessary security work was underway.<\/p>\n<p>As we work to restore the remaining services, we&#8217;re continuing to investigate potential risks, address security concerns, and verify that each service can safely return.<\/p>\n<\/section>\n<section class=\"wp-block-group content-section is-layout-constrained wp-block-group-is-layout-constrained\">\n<header data-toc-tag=\"Transparency means communicating what we know\u2014and what we don\u2019t\" id=\"section-2-toc-1\"><\/header>\n<h2 class=\"wp-block-heading\" id=\"h-transparency-means-communicating-what-we-know-and-what-we-don-t\">Transparency means communicating what we know\u2014and what we don\u2019t<\/h2>\n<p>During a security incident, there is an understandable desire for immediate answers. Nonprofit leaders want to know what happened, whether their information was affected, and what steps are being taken to address the situation. Those are reasonable questions, and they deserve clear responses.<\/p>\n<p>From the beginning, we focused on sharing confirmed information and being direct about what remained under investigation, rather than offering reassurances before the facts were established.<\/p>\n<p>That commitment also means being willing to speak publicly about difficult circumstances. I spoke with <a href=\"https:\/\/thenonprofittimes.com\/npt_articles\/breaking-multiple-fundraising-platforms-targeted-by-bots\/\">The NonProfit Times<\/a> about the incident and our response because I believe nonprofit leaders deserve to hear directly from us, even when we don\u2019t yet have every answer.<\/p>\n<\/section>\n<section class=\"wp-block-group content-section is-layout-constrained wp-block-group-is-layout-constrained\">\n<header data-toc-tag=\"Supporting nonprofits through the disruption\" id=\"section-3-toc-1\"><\/header>\n<h2 class=\"wp-block-heading\" id=\"h-supporting-nonprofits-through-the-disruption\">Supporting nonprofits through the disruption<\/h2>\n<p>The incident occurred during an important fundraising period for many nonprofits, when organizations were preparing campaigns, communicating with supporters, and working toward year-end goals.<\/p>\n<p>We recognized the challenges this disruption continues to create. While our technical teams prioritize security verification, we\u2019ve established dedicated channels for service updates and customer questions and are working to provide practical guidance as circumstances evolve.<\/p>\n<p>We know communication alone cannot eliminate the impact of a service interruption, but keeping organizations informed and helping them navigate available options are essential parts of supporting the nonprofit community.<\/p>\n<\/section>\n<section class=\"wp-block-group content-section is-layout-constrained wp-block-group-is-layout-constrained\">\n<header data-toc-tag=\"Earning trust through our actions\" id=\"section-4-toc-1\"><\/header>\n<h2 class=\"wp-block-heading\" id=\"h-earning-trust-through-our-actions\">Earning trust through our actions<\/h2>\n<p>Trust is built over time but is tested in moments like this.<\/p>\n<p>The lessons from a security incident should extend beyond the immediate response. They should inform how we evaluate our practices, strengthen our systems, and prepare for future challenges.<\/p>\n<p>We recognize the responsibility nonprofits place in us when they choose DonorPerfect. We remain committed to learning from this experience, taking meaningful action, and earning their trust through the reliability of our technology, the transparency of our communication, and the support we provide.<\/p>\n<header data-toc-subtag=\"For the latest information\" id=\"section-4-toc-2\"><\/header>\n<h3 class=\"wp-block-heading\" id=\"h-for-the-latest-information\">For the latest information<\/h3>\n<p>Restoration efforts are ongoing, and service availability may change as security checks are completed. Visit our <a href=\"https:\/\/status.donorperfect.com\/\">status page<\/a> for the most current updates.<\/p>\n<\/section>\n<section class=\"wp-block-group content-section is-layout-constrained wp-block-group-is-layout-constrained\">\n<header data-toc-tag=\"FAQ\" id=\"section-4-toc-1\"><\/header>\n<\/section>\n\t\t<section class=\"sw-faq-container contain\">\n\t\t\t<h2 class=\"faq-header\">Frequently Asked Questions<\/h2>\t\t<div class=\"accordion\">\n\t\t\t\t\t<div class=\"accordion-section\">\n\t\t\t\t<div class=\"header open-accordion\" data-gtm-id=\"icon-link-expand\">\n\t\t\t\t\t<h3>1. What happened at DonorPerfect?<\/h3><div class=\"chevron-shadow\"><i class=\"accordion_close fa-solid fa-chevron-down\" aria-hidden=\"true\"><\/i><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"accordion-text hidden\"><p><span style=\"font-weight: 400;\">In November 2026, DonorPerfect identified unauthorized activity involving certain systems and temporarily restricted access to the platform and related services. We engaged cybersecurity experts and technology partners to investigate the incident, implement protective measures, and support the safe restoration of affected services.<\/span><\/p>\n<\/div>\n\t\t\t\t<hr>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"accordion-section\">\n\t\t\t\t<div class=\"header open-accordion\" data-gtm-id=\"icon-link-expand\">\n\t\t\t\t\t<h3>2. How did DonorPerfect prioritize the security of nonprofit data?<\/h3><div class=\"chevron-shadow\"><i class=\"accordion_close fa-solid fa-chevron-down\" aria-hidden=\"true\"><\/i><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"accordion-text hidden\"><p><span style=\"font-weight: 400;\">Protecting customer information was a central consideration in our response. We have prioritized investigation, protective measures, and security verification through the restoration process.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Our investigation included assessing whether customer information was accessed without authorization. We will communicate confirmed findings and recommended actions directly to affected organizations.<\/span><\/p>\n<\/div>\n\t\t\t\t<hr>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"accordion-section\">\n\t\t\t\t<div class=\"header open-accordion\" data-gtm-id=\"icon-link-expand\">\n\t\t\t\t\t<h3>3. How is DonorPerfect supporting nonprofits during the disruption?<\/h3><div class=\"chevron-shadow\"><i class=\"accordion_close fa-solid fa-chevron-down\" aria-hidden=\"true\"><\/i><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"accordion-text hidden\"><p><span style=\"font-weight: 400;\">We have established dedicated channels for service updates and customer questions while our teams continue restoration efforts. We&#8217;re also focused on helping organizations understand available options and providing practical information about affected services.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We recognize that timely communication and accessible support are particularly important during the fundraising season.<\/span><\/p>\n<\/div>\n\t\t\t\t<hr>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"accordion-section\">\n\t\t\t\t<div class=\"header open-accordion\" data-gtm-id=\"icon-link-expand\">\n\t\t\t\t\t<h3>4. What can nonprofits expect from DonorPerfect?<\/h3><div class=\"chevron-shadow\"><i class=\"accordion_close fa-solid fa-chevron-down\" aria-hidden=\"true\"><\/i><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"accordion-text hidden\"><p><span style=\"font-weight: 400;\">DonorPerfect provides <\/span><a href=\"https:\/\/status.donorperfect.com\/\"><span style=\"font-weight: 400;\">service availability updates<\/span><\/a><span style=\"font-weight: 400;\">. Nonprofits can expect our continued commitment to transparency, accountability, and responsible security practices.<\/span><\/p>\n<\/div>\n\t\t\t\t<hr>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<script type=\"application\/ld+json\">{\"@context\":\"https:\/\/schema.org\",\"@type\":\"FAQPage\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"What happened at DonorPerfect?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"In November 2026, DonorPerfect identified unauthorized activity involving certain systems and temporarily restricted access to the platform and related services. 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It means being transparent when challenges arise, taking accountability when things go wrong, and putting the needs of the organizations we serve at the center [&hellip;]<\/p>\n","protected":false},"author":38,"featured_media":32621,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"30740,1313,27091,30941,32098,31300","_relevanssi_noindex_reason":"","_oasis_is_in_workflow":0,"_oasis_original":0,"_oasis_task_priority":"","fifu_image_url":"","fifu_image_alt":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[4,109],"tags":[],"sw-content-theme":[10676,10680,10681],"sw-feature":[10693,10696],"sw-persona":[10702,10705],"sw-sector":[],"class_list":["post-32618","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-fundraising-software","category-featured","sw-content-theme-fundraising-operations","sw-content-theme-nonprofit-trends","sw-content-theme-online-fundraising","sw-feature-forms","sw-feature-reporting","sw-persona-development-director","sw-persona-nonprofit-executive"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.6 (Yoast SEO v28.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>When Trust Matters Most: DonorPerfect\u2019s Commitment to Transparency and Accountability<\/title>\n<meta name=\"description\" content=\"Every day, nonprofits place their trust in technology providers to support work that matters deeply to their communities. 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