For Schools

Setting up your project

Please be very careful when you set up your project because once it has been set up, it can’t be changed.

When you set up your project, we will ask you to provide:

  • Project title
  • Project description (1000 characters),
  • Project start date and end date
  • Project cost
  • Image
  • Optional thank you note (a short message to your donors which will be displayed after they support the project)

You may choose to raise some of the project costs offline through, for example, a concert or a cake sale.  Please only tell us how much you intend to raise through FundStar. Of course, you may decide to raise 100% of the project costs through FundStar, and not engage in any fundraising events at all.

Once you have set up your project, please do not contact your school supporters to promote FundStar or your project until 48 hours have elapsed.  This will allow your Account Manager to ensure your project/s are set up correctly.

Can we change our project once it has been set up?

No, however speak to your Account Manager who will be able to help you.

What happens if we don’t raise our FundStar target?

You can extend your project end date. Please ask us for help or advice in re-engaging your parents. We will help in any way we can.

If at the end of the extended end date, you still haven’t raised the money, please talk to the Account Manager for advice.

What happens if we raise more money than we need?

Your project will close automatically when 100% of funds have been raised.

What if our project costs less than we thought it would?

Speak to your Account Manager who will be able to advise you.

What if our FundStar project doesn’t proceed but donations have been raised?

Speak to your Account Manager who will be able to advise you.

What sort of projects could FundStar raise money for?

A school minibus. An astroturf pitch. Musical instruments. Playground equipment – it’s up to you! And you can have several different projects running at the same time.

Schools have had greatest fundraising success when their FundStar projects are capital projects – tangible items that have a direct benefit for students.

Your Account Manager will happily give advice about the sorts of project/s that FundStar could raise money for.

What sort of projects would not be eligible for FundStar?

We would advise you that the following projects aren’t suitable for FundStar (and will not be approved by your Account Manager):

  1. Activities which ought to be funded by the government
  2. Overheads and maintenance costs
  3. Non-specific appeals
  4. Costs of school trips, expeditions etc
  5. The purchase of land or existing buildings (including a building’s freehold)
  6. Repayment of loans
  7. Projects that have already been completed

Your Account Manager will happily give advice about suitable FundStar project/s.

How do we best reach our parents?

With the help of fundraising experts, we have designed an easy-to-follow communications plan for your school to adapt and send out to your parent community. We will help and advise along the way to help you make the most of FundStar and reach your fundraising goals. Please contact your Account Manager for further details.

I've emailed my parents but haven’t had the take up I was expecting

Don’t lose faith, this is a new concept and therefore will take time for parents to register and take action. Keep at it, you are doing so well.

Please do get in touch with your Account Manager who will be delighted to help.

What does FundStar cost the card holder?

Initially, there is a small one-off cost of £5.00 to get the card to the card holder and to set up their own secure account.

We charge 50p every time the card holder loads their card and £1 to use the ATM.

However, 100% of their donations go to your school.

Payment schedule

Once 100% of the funds that you intended to raise through FundStar have been raised, the Account Manager will approve a payment and issue this to your school termly.

For Donors

How do I create an Account?

Download the FundStar app for Android or iOS from your app store or visit the website www.FundStar.org.uk.

Select ‘Log In’ from the top right-hand corner then ‘sign up’, or click on the button on the left hand side of the screen and complete the requested information to create an account.

Once approved, you can log in to your account and order your FundStar Card, select the school(s) and project(s) you wish to support and set up the donation amounts you wish to make.

Once you receive your FundStar Card, you need to ‘activate it’ and load it with funds before you use it.

Track your spend via the app or the website.

How do I activate my Card?

Log in to your Android or iOS app or the website and select ‘activate Card’ and follow the instructions.

I really want to support my local school but can’t find it on the list?

If it doesn’t appear, it means the school hasn’t yet signed up to the Fundstar programme. Speak to your school to get them to sign up for the programme.

How do I change my password?

Log in to your Android or iOS app or the website, choose settings and ‘change password’ and follow the instructions.

When will I receive my Card?

You will receive the Card in approximately 10 days from order. Please note that this time frame also applies to reissues for lost, stolen or expired cards.

If you haven’t received your Card within the 10 days, please contact Customer Services at support@fundstar.org.uk.

Where can I use my Card?

You may use the Card at any Merchant that displays the Mastercard Sign.

You can’t use your Card to obtain cashback or foreign currency; or to pay at any kind of automated payment machine (such as Customer Activated Terminals, pay@pump, tolls, and car park or train ticket machines). You also cannot use your Card for subscriptions, automated periodic payments or gambling; or for obtaining illegal goods or services.

Are there any restrictions on where I can use my card?

You can’t use your Card to obtain cashback or foreign currency; or to pay at any kind of automated payment machine (such as Customer Activated Terminals, pay@pump, tolls, and car park or train ticket machines). You also cannot use your Card for subscriptions, automated periodic payments or gambling; or for obtaining illegal goods or services.

Can I use it for shopping online?

Yes, Mastercard is accepted at most online shopping sites.

Can I spend more than the funds on my Card?

No, the payment will be rejected if you have insufficient money on your Card to pay for the goods. Always check your balance before you go shopping.

If you do have insufficient funds on your FundStar Card, you can top up via your Android or iOS app or on the website.

When will my transactions and donations display in my app?

Transactions and donations can take up to 2 daysto display on the app.

Why do I have pending transactions?

A transaction can show as pending on your account if it has not yet been completed by the retailer.

If a transaction hasn’t been successful or the retailer has cancelled it, the relevant funds may remain as pending for up to 15 working days.

How long will a refund take to go through and appear on my account?

Refunds can take up to 7 daysto be credited back to your Card.

What happens if the item I wish to buy is more than the balance on my Card?

Many retailers will accept your Card as part payment (at their discretion). If they do, you’ll first need to pay the excess amount by other means, so that the amount left outstanding is the same as your available Card balance. You can then pay the balance using the funds on your Card. Part-payment is not available for online transactions.

If you have insufficient funds on your FundStar Card, you can top up via the app or on the website.

What happens if I lose my card or it is stolen?

If you have cannot find your Card, you can log in to your app or the website and ‘lock your Card’ under Card Management. This will give you time to find it while preventing any fraudulent transactions. Perhaps you just left it in a different bag? If you do find your Card, you can unlock it in the same way.

However, you must notify us immediately if your Card is stolen. Log in to your app or the website and ‘lock your Card’ to prevent any fraudulent transactions, then call our friendly Customer Services on 0844 484 3586 and press option 3 for ‘lost and stolen’. You should treat this Card like cash – keep it safe.  We will help you report your Card as stolen and order a new one if you wish.

Please note that if you have lost your Card a replacement Card fee will apply. For further details please refer to the fees table in the Terms and Conditions.

What happens if I forget my PIN number?

Log in to your app or the website and select ‘Show Pin’ in the settings tab. Your Pin will be displayed on screen for 8 seconds

Can I change my PIN number?

You can change your PIN at any ATM displaying the Mastercard® symbol, using the PIN Services option.

Can I use my Card abroad?

Yes, you can use your card anywhere that Mastercard prepaid cards are accepted, however, a 2.5% foreign exchange fee will apply.

Can I get my balance when I am out shopping?

Yes, simply log in to your app or the website and check your balance quickly and easily.

What happens if the goods I purchased with my FundStar Card turn up faulty?

Please contact the merchant who sold you the goods and ask for a refund to your Card.

Refunds can take up to 7 daysto be credited back to your Card.

What do I do if I have a complaint about my Card?

We are committed to providing you with the best possible customer experience. Telling us when you feel our service has fallen below standard is important as it means we have an opportunity to resolve your issue and improve the products and services we offer in the future.

If you feel dissatisfied with our service, please let us know by sending an email or letter to our Customer Service team at support@FundStar.org.uk or to FundStar PO Box 1594, Tring, HP23 9BY.

If we fail to resolve the problem to your satisfaction, we will provide you with a copy of our formal Complaints Procedure to guide you through the process and to ensure your complaint handled in a way which is fair, consistent and timely.

If you still feel unhappy with the resolution of your complaint you may refer your complaint to the Financial Ombudsman Service.

My Card was declined, what could the problem be?

Have you:

  • Got sufficient funds on the Card to cover the purchase?
  • Activated the Card?
  • Used the correct PIN?

I need to cancel or dispute a transaction

If you need to cancel or dispute a transaction, we advise that you contact the retailer with whom the transaction was made.

Please also ring our Customer Services team or email us at support@FundStar.org.uk  so we can help you solve your problem.

We will need the following information:

  • Your name
  • postcode
  • date time
  • amount and location of transaction
  • best contact number

My Card expires shortly when will I receive my replacement Card?

If you are eligible, we will contact you and ask if you wish to order a replacement Card. If you request a new one your new Card will be delivered to you before your old Card is due to expire. Please ensure that you keep your contact details up to date as the new Card will be sent to your registered address.

Will I still receive loyalty points, i.e Nectar, Advantage?

Yes! All other retailer loyalty schemes and offers can be used alongside your Card. So, you can use your FundStar card, receive your loyalty points and support education all at the same time.

How do set up a donation

Log into your app or the website and select Donations under the Settings tab. A drop down list will show there, simply select the amount you wish to donate each time you use your card and we will do the rest. You can see how much you’ve donated to your chosen school(s) and project(s) from your home screen.

How do I load funds on to my card?

Simply log in to the app or website and chose ‘top up’ from the home page, select the amount you wish to load and follow the instructions.

My top up payment has failed, what would the problem be?

Have you:-

Recently changed address? If so please update this on your online account or send an email to us to amend on your behalf.

Registered with 3D secure or verified by Visa? If not please speak to your bank.

Have you entered your payment card details correctly?

My top up payment has failed and the funds have been reserved from my bank?

If the funds have been reserved by your bank and your payment has failed, this should automatically be released back into your account within 3 to 5 working days depending on your bank. If you require the funds to be released sooner, we can arrange a fax to be sent to your bank. Please contact your bank to confirm they will accept this and the details for the fax. Once you have this information contact our customer services team and we will arrange this on your behalf.

What does contactless mean?

Your card has contactless capabilities for purchases of £30 and under, allowing you to pay for items easily and quickly by tapping your card onto a pay terminal.

What is a dormancy fee?

There will be a dormancy fee of £1.50 per month for accounts that have been inactive for 3 months. Inactive accounts are determined by no top ups or spending.

What is an Dormancy Fee after card expiry?

Once your card has expired and has not been requested to be reissued, there will be a £1.50 expiry fee that will be debited from your available balance each month to maintain your account.

Can I use my card to withdraw cash?

Yes, your card can be used for cash withdrawals at ATMs, there is a small fee for this service which can be found in your terms & conditions.

Mobile App

How do I download the app onto my device?

To download the app please visit the app store and search for the Fundstar app, download this for free onto your device.

What login details do I need to enter to log into the app?

These are your usual login details that you use to access your online account through the website. If you have forgotten your password or passcode, please select the forgotten password link to reset this. To confirm your username please click the forgotten username link or contact customer services.

It is asking me to set a passcode, what is this?

For security, we require you to setup a passcode when you log into the app. This needs to be a six-digit code that is memorable for you.

I have forgotten my passcode

If you have forgotten your passcode you can reset this via the settings/security settings/change passcode on the menu in the app.

Can I setup touch ID to enter the app?

Yes you can use touch ID to access the app. This should prompt you to set this up when you first load the app or you can setup this up later in the settings of your device under the security option.

How do I change push notifications for the Fundstar app?

You can change push notifications by selecting settings/notifications in the Fundstar app.