Support
Find answers to common questions or get in touch with our support team.
Frequently Asked Questions
How do I sign up?
Charleston United supports four user roles. Visit our registration page and select the role that fits you best: Volunteer (contribute your time and skills), Organization (charities and faith-based groups that create and moderate encounters), Business (provide employee volunteers and resources), or Government (coordinate emergency responses and provide resources). Each role has a tailored experience designed to maximize your community impact.
How does encounter matching work?
When an organization posts a community need, our platform creates an encounter and matches it with nearby helpers using geographic proximity and our 5 Gates Framework (Pray, Serve, Connect, Mentor, Lead). The system identifies volunteers and organizations within a 5-mile radius for urban areas or 10-mile radius for rural areas, then ranks candidates based on skills, availability, and past involvement. Matched participants receive alerts in waves to prevent notification fatigue.
How do I update my location?
You can update your location at any time through your account settings. Navigate to Settings in the sidebar menu and look for the location or address section. Your location is used to match you with encounters in the Charleston, SC metropolitan area, so keeping it current ensures you receive relevant notifications.
How do I report a bug?
If you encounter a technical issue with the platform, please email us at support@charlestonunited.org with a description of the problem, the steps to reproduce it, and any screenshots if possible. Include your device type (phone, tablet, or computer) and browser. Our team will investigate and respond within 2 business days.
How do I change my notification preferences?
Go to Settings in your dashboard sidebar and select the Notifications tab. From there, you can toggle email notifications, push notifications, encounter alerts, and digest preferences. You can also set quiet hours to avoid receiving notifications during specific times.
What is the 5 Gates Framework?
The 5 Gates Framework is Charleston United's approach to holistic community support. Every encounter can address needs across five dimensions: Pray (spiritual covering and prayer support), Serve (immediate tangible relief like food and shelter), Connect (coordination and system navigation), Mentor (one-on-one guidance through vetted organizations), and Lead (long-term economic empowerment through job training and education). This ensures communities receive well-rounded support rather than piecemeal help.
Can I participate in multiple encounters at once?
Yes, you can be active in multiple encounters simultaneously. The platform tracks your commitments across all active encounters so you can manage your time effectively. Your dashboard shows all current and past encounter participation.
How do I delete my account?
You can request account deletion through our account deletion page. Submit the form with your email address and we will process your request within 7 business days. Please note that account deletion is permanent and all associated data will be removed.
Contact Us
Can't find what you're looking for? Reach out to our support team directly.
Operating Hours
Monday – Friday
9:00 AM – 5:00 PM EST
Office
Charleston, SC