FREQUENTLY ASKED QUESTIONS (FAQs)

Below you will find some answers to questions we often hear from our donors. If you do not see an answer that helps you, please email us at tbcresponsecenter@thebloodconnection.org or give us a call at 864-751-1154.

 

Due to an overwhelming number of calls and outreach from donors, we are asking for your patience and understanding while we try to work through getting back in touch with everyone.  If you have not been contacted within 5 days of your first time trying to reach us, please let us know.  Otherwise, we look forward to speaking with you as soon as possible!  Please note that the hours of operation of the TBC Response Center are Monday – Saturday, 9am-5pm.  Again, due to the overwhelming call volume that we have been experiencing, you may have to leave a voicemail during this time.

How do I reset the password to my TBC Account login?

The fastest way to reset your password is to send a email to tbcresponsecenter@thebloodconnection.org with the subject line of “Password Reset.”  In the body of the email, please include your name, Donor ID Number (DID), and/or birthdate.  You should then receive confirmation that your password has been reset within 3-5 business days. 

Do my points expire? If so, when do they expire?

Yes!  Your TBC Rewards will expire every 30 days from the date that they were applied to your account.  This is a rolling 30 day system so you will have points expiring on different days based on when they were applied.  If you have any questions, please send an email to tbcrewards@thebloodconnection.org with the subject line “Expired Points” or give us a call 864-751-1154.

How do I make an appointment to donate?

To donate platelets, double red cells, therapeutic (doctored-ordered), please call 864-751-1168.

To donate whole blood or a regular donation, please visit thebloodconnection.org/donate or call 864-751-1154.

My account is saying that it cannot link. What do I need to do?

If your account is saying that it cannot link, please send an email to tbcrewards@thebloodconnection.org with “Account Not Able to Link” in the subject line.  Please include the following in the body of your email:

  1. Full Name 
  2. Birthdate
  3. Donor ID Number
  4. Email Address

Please make sure to use the same information and same spelling that you provided at your time of donation.  If you still have your yellow form, please let us know the information you provided on that.

Please allow 2-3 business days for us to respond to your email and to resolve the issue with your account.

Why did I not receive the amount of TBC Rewards Points that I thought I would receive?

Please note that the TBC Rewards vary between each donation location (centers, mobile blood drives, etc.) and by procedure type (whole blood, platelets, plasma, etc.).  For more information on what TBC Rewards are being given at each location, you can always call us at 864-751-1154 or email us at tbcrewards@thebloodconnection.org before you donate.

The full amount of your rewards can take up to 1-2 business days to load into your account.  If you still have not received what you believe to be the appropriate amount after 2 business days, please send us an email to tbcrewards@thebloodconnection.org with the subject line “Wrong Amount of Points.”

 

I have called the TBC Response Center several times and have not received a call back.

Due to an overwhelming number of calls and outreach from donors, we are asking for your patience and understanding while we try to work through getting back in touch with everyone.  If you have not been contacted within 5 days of your first time trying to reach us, please let us know.  Otherwise, we look forward to speaking with you as soon as possible!  Please note that the hours of operation of the TBC Response Center are Monday – Saturday, 9am-5pm.  Again, due to the overwhelming call volume that we have been experiencing, you may have to leave a voicemail during this time.

 

I donated - where is my gift card?

Since all of our donations are used for treatments and transfusions in the hospitals we service, due to FDA regulations, we can not give out monetary value for donations. For them to be used in the hospitals, it has to be a donation. However, since we want to thank our donors for their life saving donations, we give out rewards!

TBC Rewards Points are added to your TBC Donor Portal after your donation.  You can then exchange the rewards you earn from donating with us for eGift Cards through the TBC Store on your Donor Portal! Once you exchange your rewards, an email will be sent to your primary email with your eGift Card!

Please note that the full amount of your rewards can take up to 1-2 business days to load into your account.  If you still have not received what you believe to be the appropriate amount after 2 business days, please send us an email to tbcrewards@thebloodconnection.org with the subject line “Wrong Amount of Points.”

 

How do I change my email that is associated with my TBC Account?

Please send us an email at tbcresponsecenter@thebloodconnection.org with the subject line “Change Email Address” with the following information:

  1. Full Name
  2. Birthdate
  3. Old Email
  4. New Email

Please allow 1-2 business days for us to get back to you and update your email address.

 

Why did I receive a different amount in rewards from the last time I donated?

Please note that the TBC Rewards vary between each donation location (centers, mobile blood drives, etc.) and by procedure type (whole blood, platelets, plasma, etc.).  For more information on what TBC Rewards are being given at each location, you can always call us at 864-751-1154 or email us at tbcrewards@thebloodconnection.org before you donate.

The full amount of your rewards can take up to 1-2 business days to load into your account.  If you still have not received what you believe to be the appropriate amount after 2 business days, please send us an email to tbcrewards@thebloodconnection.org with the subject line “Wrong Amount of Points.”

How do I redeem my rewards?

Instructions for how to redeem your points are listed above.

  • If you don’t have an account already, create one with your Donor ID Number
  • Check spam/junk folder for an email from noreply@tangocard.com
  • Please use the same first and last name that is on your yellow registration form when creating your account for the first time

How to contact TBC Rewards for help:
tbcrewards@thebloodconnection.org or 864-751-1154 or CHAT WITH US!

When can I redeem my bonus rewards?

If you received bonus rewards, CONGRATS! Please allow at least 2 business days following your donation for our system to sync all new data from that day. You can check for your bonus rewards in your Donor Portal.

Where can I donate to get rewards?

TBC Rewards (also called points) are offered at all donation sites (exceptions may apply). We have special promotions for bonus rewards, so follow us on social media for updates. If you’d like to donate today, click here to find a drive near you.

What happens if I haven't received my eGift card or have issues with the process?

Please check your spam/junk folder for an email from noreply@tangocard.com or tbcrewards@thebloodconnection.org.

If you have located the email in your spam folder, be sure to whitelist it to avoid future issues.

If you haven’t located it in the spam folder, make sure that you have the correct email address set as primary in your donor profile.

If you need have issues with your Donor Portal or eGift card, please contact us at 864-751-1154 or email tbcrewards@thebloodconnection.org.

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