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Customer Service FAQ's

Is there something OneBlood can support you with? Please read through the list of frequently asked questions below. If you are still have a concern, please feel free to reach out to our Customer Service department by using the "Chat with Us" or by calling 1.888.9.DONATE (936.6283).  

Donor Login     |     Rewards     |     Milestone Rewards     |     Platelet Rewards     |     Whole Blood Challenge Rewards     |     Account Information     |     Scheduling an Appointment

Donor Login

If you are a returning blood donor and have already activated your account, please make sure that you are using the correct email to login.

If you are logging in after your first donation with OneBlood, please activate your account before signing in.

There are several reasons that you could be having some issues activating your blood donor portal. Please work through the list below to identify the error.

  • All information in the required fields are correct.
  • You are using the email that you provided at the time of your donation
  • You are using a unique email not associated with other donors. Duplicate emails will not be accepted.
  • Please do not use a nickname or shortened version of your name. All information must match what was provided at the time of your blood donation.

If you have logged into your blood donor portal 48 hours after your blood donation and find a question mark in the blood type field, you may have created a ‘shell’ account.
A shell account is an blood donor portal that is not connected to your blood donation information and without a manual override will not be connected. Please reach out to our customer service representatives and they would be happy to correct this issue. 

If you have requested a password request and this information is not working, please make sure that you are using the email that was used to activate the account. If all this information is correct, please reach out to a representative for further assistance

Rewards

Due to the overwhelming response for particular promotions, sometimes we do run out of vouchers or gift cards. In the event that this happens, we take note of how many donors did not receive their rewards and order additional vouchers to have them sent out to the donor’s address on file.

It usually takes 3-4 weeks for donors to receive their gift cards/rewards vouchers if they did not receive it on the bloodmobile.

An eGift Card is a digital gift card that you receive online. Please visit us on our promotion and rewards page to redeem your gift card.

You may go to our promotion and rewards page, scroll down to the rewards redemption, type in your date of birth and rewards code, select your eGift card, choose the email delivery, and confirm your choice.

Please reach out to our customer service representatives to verify the reward information and to further assist you.

Upon receiving your eGift Card, you have 180 days to make your gift card selection. If you have reached the expiration date, please reach out to our representatives who can assist you.

To prevent an eGift Card from expiring, we recommend that you redeem your gift card 24-48 hours after your donation. Once your eGift Card has been claimed, the gift card does not have an expiration date.

If you have a remaining balance on your gift card but have misplaced your email or never received the email, our customer service representatives can assist you with obtaining your gift card.

We currently do not have the option to have the gift card mailed on our reward store, however, our representatives would be happy to assist with the gift card redemption and have your reward selection mailed. You can call us at 888.936.6283 and dial 33888 or use our ‘Chat us with’ function.

Milestone rewards

Our milestone reward program recognizes donors for their lifetime commitment to donating blood. When you have reached a new gallon milestone, one of our staff will supply you with a Milestone Window Cling that will proudly display your recent gallon achievement. For every 5 gallons that you reach, you will receive a special email link to a donor recognition store where you can choose from a variety of donor gifts.

Congratulations on reaching your new achievement! Upon reaching your milestone it takes 7 days for our milestone program to recognize the achievement made. Please expect to receive the email link approximately 7-10 days after your last donation. If you have not received the email after this time frame, please check your spam/junk or contact our customer service department.

Donor milestone rewards can be sent out by 8-10 weeks of receipt of your order.

If you have not received your gift after 10 weeks, please feel free to contact us and we will check on the status of your order.

We are very sorry to hear that your reward came to you damaged. Please reach out to our customer service department for a replacement to be ordered.

Congratulations on reaching a new milestone! Please reach out to our customer service department and we will mail you a window cling for your gallon level.

Platelet Rewards

Every quarter a platelet program is announced and you can receive this information in a variety of ways. Once the program has been announced, please read the program requirements and levels as the amount awarded can change program by program.

Each program is 4 months long and we suggest you make your appointments every 2 weeks to avoid hitting your volume loss limit.

You do not need to contact us to be entered into the program. By making a platelet donation, you will be automatically entered. Each platelet donation is recorded in your donor profile and when you reach the maximum platelet donations in the program, you should expect a secure email to be sent to you 3 days after your last donation for the gift card redemption. If you are unable to reach the maximum program requirements, you will receive the email 3 days after the program has ended.

Please check your spam/junk folder for the email. If you did not receive your email in either your inbox or spam, please reach out and our representatives would be happy to assist you.

Account Information

OneBlood provides all donors with a complimentary health screening. Your donor portal will provide you with your total cholesterol, pulse, blood pressure, temperature and blood type.

If you are concerned about the additional testing that your blood donation undergoes, we suggest you reach out to our donor advocacy department. Please note that if any result comes back abnormal OneBlood will mail you a letter providing you with additional resources and information.

At this time the Iron results are not posted on the online account. We are excited to announce that this feature will be added soon.

In the meantime, please feel free to ask staff during your screening what your iron levels are as they should be able to provide this information to you.

Unfortunately, we do not test for HDL and LDL for a couple of reasons:

  • We only use a screening lab, not a diagnostic lab. We only look for certain pathogens/diseases that could affect a patient in a negative or positive way.
  • We require our donors to eat iron-rich foods before donating, which can affect the HDL/LDL readings.
  • Also: to test for HDL/LDL, you must fast before drawing the blood. Since we take a pint of blood from the body, this could cause donors to react or pass out.

If you would like to be tested for HDL/LDL, then it would be best to contact your doctor for any concerns.

Scheduling an Appointment

Thank you for starting your lifetime journey of donating blood. Please schedule your appointment as a guest. Remember to enter in your information accurately using your legal first and last name and no nicknames.

There can be many reasons why an appointment was canceled.

  • You may not be eligible to donate yet.
  • A drive was unfortunately moved or canceled.

A representative should reach out to you to inform you of the reason your appointment was canceled. 

We highly recommend appointments when coming to donate blood but understand that many cannot make them. In an event that a blood drive does not show, individuals with an appointment will be notified.
Please understand that many situations could be unforeseen and can cause a drive to cancel, such as poor weather, staff scheduling issues, or a bus has broken down.
OneBlood will exhaust all avenues to get the bus to the scheduled location. Please reach out to us at 888.936.6283 and will be happy to speak with you.

Whole Blood Challenge Rewards

Once the program has been announced, please read the program requirements as the amount awarded and timeframe can change program by program.

You do not need to contact us to be entered into the program. By making your first whole blood donation, you will be automatically entered. Each whole blood donation is recorded in your donor profile and when you reach the maximum whole blood donations in the program (two), you should expect a secure email to be sent to your email address on file with OneBlood 3 days after you reached the program goal for the eGift Card redemption.

Post achievement of the program, two whole blood donations, you will receive your secure eGift Card reward link via email to the email address you have on file with OneBlood, 3 days after you reached the program goal.

Please check your spam/junk folder for the email. If you did not receive your email in either your inbox or spam, please reach out and our representatives would be happy to assist you.

If you still have questions, please feel free to fill out our customer service form and a representative will reach out to you. Thank you for being a valued blood donor!

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