These holidays... give a gift of hope
With a real project gift from Plan you are giving hope to the children and families whose lives are being threatened in communities throughout East Africa.
Find out moreMyPlan
Common questions about the MyPlan system, its features and common issues.
- I am having technical difficulties. What should I do?
- How do I update my address?
- Why can't I see my sponsored child's full details?
- Why can't I see photos of my sponsored child/ren?
- What security measures are in place to protect me in my online dealings with Plan?
- Why can't I copy or save my sponsor child photos?
- Why can't I see all my current contributions in MyPlan?
- Why do I have to provide my date of birth in my profile?
- Why do I need to login to donate?
- How do I unsubscribe from Plan emails?
- I'm having trouble logging in or proceeding through the donation forms. What could be causing this?
Questions and Answers in Full...
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I am having technical difficulties. What should I do?
If you receive an unexpected error message or something strange happens while you are using the site, please make note of the following points and contact us.
The more information you can give us, the quicker we will be able to identify the problem.
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Where were you on the site?
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What were you doing immediately before it happened?
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If you received an error message what did the complete text say?
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Do you have a screen shot of what happened?
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Does this happen repeatedly?
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What Internet Browser were you using (eg. Internet Explorer, Firefox, Chrome, Safari)
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What Operating System are you using? (eg. Windows PC or Mac)
Before going live, new functionality on the site is checked thoroughly with as many combinations of Internet Browsers and Operating Systems as possible. However, there are thousands of combinations and sometimes problems slip through the net. If this is the case, we will try to fix the error as quickly as possible. There are a few very old and rare browsers that we just can't support because they don't have enough functionality to allow the site to work.
It’s probably easier to phone us on 13 PLAN (13 7526) when technical problems arise but if that’s not possible, please send us an email.
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You can now view and update your support details and profile in MyPlan our secure members area of the website.
If you already have an email address registered with Plan
Simply enter your email address here to get a password generated and sent to you. Once logged in, click on My Profile in the left navigation. Then click on the update details button. See below.If you do not have an email address registered with Plan (or you are not sure)
Complete this form to update your address details and we will update your details and activate your MyPlan profile for you. Once this is done, you will receive your login details by email. -
Why can't I see my sponsored child's full details?
If you have just recently signed up to sponsor a child, then you will only be able to see your child's profile once we have received your first payment.
We currently receive only a limited amount of child data electronically from the field and this is what is currently displayed in MyPlan. The rest we receive in hardcopy.
A global project to digitally collect and distribute all child, family and community images, data and communications direct from the field is currently in development and due for global roll-out in FY2009 to FY2010. This means that by mid 2010 all new and existing sponsors will be able to access all their latest photos, family and community profiles and field communications in MyPlan. -
Why can't I see photos of my sponsored child/ren?
Only new sponsorships created online from June 2007 currently have the child and family photos available for viewing in MyPlan. The photos and profile will only appear after we have received your first contribution.
However, if you have recently signed up online and no photos appear, there may have been a technical issue (eg. the image was named incorrectly when uploaded at the field office). Our supporter service team review all new online sponsorships daily and endeavour get the photos published for you within 1 business day. If this has not happened, please send us a message.
A global project to digitally collect and distribute all child, family and community images, data and communications direct from the field is currently in development and due for global roll-out in FY2009 to FY2010. This means that by mid 2010 all new and existing sponsors will be able to access all their latest photos, plus family and community profiles and field communications in MyPlan.
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What security measures are in place to protect me in my online dealings with Plan?
Our site uses security encrypted response forms when personal and financial details are required. The security we use between your browser and our web site is SSL (Secure Sockets Layer). To confirm that your browser supports SSL security, you should see a yellow solid key on a blue background (Netscape), or a yellow padlock (Netscape or Internet Explorer). You will also notice the Thawte Site Seal at the bottom of each secure page and can click on this to verify the security of the page.
Our site and the MyPlan application are subjected to periodic penetration testing by an independent service provider.
In addition, our telephone operators follow strict procedures for protection of user account details. Only authorised persons can access personal and financial details held on our database, following an identity verification check. -
Why can't I copy or save my sponsor child photos?
We have copy protected all our photos to prevent them being published elsewhere without the permission or knowledge of the child's parent or guardian.
Plan has international guidelines whereby the parent or guardian of a sponsored child gives permission for a sponsored child's personal details and photographs to be shared by Plan only for the purpose of finding them a sponsor. They do not expect that anyone other than Plan and the child's sponsor will have general access to their personal details. It is important that we respect and honour the trust that sponsored families have in Plan and Plan sponsors.
Please read Plan's guidelines for use of child photos and personal details for more information. -
Why can't I see all my current contributions in MyPlan?
New MyPlan users
If you are an existing or past Plan supporter and have created a MyPlan profile (first time user), you will not be able to view your full support details right away. After verifying your identity by checking your new MyPlan profile against our database, we will send you an email notification that your account is fully active. Please allow 1 business day.
Recent transactions
Recent transactions may not appear immediately under the "My Contributions" section. Please log-out, allow 5-10 minutes and then login again to view your updated support.
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Why do I have to provide my date of birth in my profile?
We ask you to provide your date of birth for security and identification purposes, should you need to inquire over the phone about your account.
It is an newly added measure to protect the privacy of your information and will help prevent unauthorised access to your support details - either online or over the phone.
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Why do I need to login to donate?
Our site uses standard e-commerce processes which require users to create and maintain a secure password-protected account for making financial transactions, offering both convenience and improved security for our supporters.
With a MyPlan account you will be able to login at anytime to view and update your account details, view family and community profiles of your sponsored children, and customise your relationship to Plan. For future transactions, you will simply need to login - rather than enter all your details again.
The secure MyPlan portal will allow us to become more efficient and create a new level of supporter experience. We can also tap into the consciences of the increasing number of people who would prefer to engage with Plan online - achieving savings in handling and processing, paper, printing and postage, creating even more value for the world's children.
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How do I unsubscribe from Plan emails?
To stop receiving Plan ezines (our regular e-newsletters), click on the unsubscribe link which is always at the bottom of the email.
Alternatively, login to MyPlan, go to My Profile and click on the update button. Under Communication Options at the bottom, uncheck the relevent box to unsubscribe (see below).
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I'm having trouble logging in or proceeding through the donation forms. What could be causing this?
Have you forgotten your password?
Click on the Don't know your login details link to retrieve your password to your registered email address.
Is your current email address registered with Plan?
If you do not have an email address registered with Plan or if you have an outdated address on our database, simply register as a new user on MyPlan and we will consolidate your accounts. Please allow 1 business day.
Did you know passwords are case sensitive?
Double check that you don't accidentally have your CAPS LOCK key activated.
Are Plan emails being delivered to your junk mail or spam folder?
If you use a webmail account like yahoo, gmail or hotmail, check to see whether your login details have been delivered to your junk mail or spam folder.
Please add supporterservice@plan.org.au to your contacts to ensure you receive future service emails from Plan direct to your inbox.
Have you disabled cookies?
To access MyPlan and to proceed through any of our donation forms, you will need to have cookies enabled. Find out how to enable cookies.Are you using an outdated web browser?
To ensure maximum security, our forms have been optimised for high (128 bit) encryption which is supported by:
- Internet Explorer 6+
- Firefox 1.5+
- Netscape 7+
- Opera 8+
- Safari 1.2+
If you are using earlier versions of these browsers you will not be able to complete your sponsorship, donation or purchase online. To check which version of browser you are using, go to the Help menu on the top toolbar and select "About Internet Explorer" or "About Mozilla Firefox" etc.
For improved online security, we recommend you download the latest version of your preferred web browser.- Download Internet Explorer
- Download Firefox
- Download Netscape
- Download Opera
No luck?
If you have checked all these things but are still having issues, please send us a message or call 13 PLAN (13 7526).