My World Vision

Frequently Asked Questions

Recently we have upgraded our systems in order to better protect your personal information. On July 16th, 2015 we sent an email to all donors with instructions on how to reset their login information. If you did not receive an email, or are still unable to login in please try one of the following:

As of July 2015, you no longer require a login name to access your account. Please enter your email address where you would have used a login name.

Note: If you cannot remember the email address you used, please call 1-866-595-5550 for assistance.

  • Visit www.worldvision.ca/login.
  • Click Forgot password?
  • Enter your email address used to create the account.
  • We will email you a password reset link.
  • Click on the email link to reset your password (you have 4 days to complete this).

Note: If you do not receive an email in your inbox or junk folder after 5 minutes, please call us at 1-866-595-5550 for assistance.

You can update your donation method on the Financial Information page which is in the My Account section. Select the children or pledges you wish to move to a new card. Click "Move selected..." and select either an account on record, or add a new credit card or bank account. For more help please give us a call at 1-866-595-5550

Your digital tax receipts can be download in the "My Donations & Receipts" section. If you need a copy of a past tax receipt that isn't listed you can request a copy from that same page. For more help please give us a call at 1-866-595-5550

When you create a My World Vision account we need to synchronize your online account with your past records. Sometimes, due to conflicting information, we need to manually resolve the conflict. If you have recently created a My World Vision account please allow up to 5 business days for your sponsored child information and donation history to display in your account.

Note: If your account information is not displaying after 5 business days please call 1-866-595-5550 for assistance.

  • If you have recently created a My World Vision account, or you have recently sponsored a child, please allow up to 5 business days for your sponsored child information and photo to display in your account.
  • If there has been a recent change in your account, for example your sponsored child graduated or has moved away from the community, please allow up to 30 business days for your new sponsored child's information to display in your account.

Note: If your sponsored child information is not displaying after 5 or 30 business days, depending on your situation, please call 1-866-595-5550 for assistance.

If your sponsored child lives in Laos or Mauritania we are not able to share their photo online due to our child protection agreements with these countries.

Note: If your sponsored child is not from one of the above countries and you are seeing a silhouette version or no photo at all, please contact 1-866-595-5550 for assistance.

After you log into your account:

  1. Click on the child you wish to email
  2. Click on the Email Your Child button below their information
  3. Then follow the 3 easy steps below:
  • Choose your design
  • Personalize your message
  • Preview & Send

Note: You will receive a confirmation email soon after, notifying you that your email has been sent. You can view the past emails you've sent by clicking on the Correspondence History button.

Sending emails to your child reduces the time and the costs associated with mailing a physical letter. Other advantages include:

  • Ability to upload and share photos with your sponsored child
  • Instant confirmation that your email has been sent
  • Track copies of all your email correspondence in one location
  • Track the journey of your sponsored child response letters that will soon arrive in the mail.
  • Over 10 fun email templates to choose from
  • Protect your personal and private information by using our secure email system that blocks your email address from being shared with others

Note: If your sponsored child information is not displaying after 5 or 30 business days, depending on your situation, please call 1-866-595-5550 for assistance.

Letter writing is a great way to get closer and stay connected to your sponsored child. Children love receiving letters, cards, and photos from their sponsors. Here are a few things to keep in mind when writing your sponsored child:

  1. A one-page letter is ideal. Jot down a simple greeting and a few sentences about yourself and your family. If you have kids, ask them to add their own note or pictures.
  2. If you choose to include something special, please select flat, inexpensive items that will fit in a regular 6" x 9" envelope, such as photos, stickers or pencils.
  3. Write your sponsored child's name, ID and national office address on your letter. This information can be found on your worldvision.ca account in the "Connect with your Child" section, under the "Write Your Child" tab.

    Note: You can also find this information in the picture folder you received when you first sponsored your child. If you are unable to locate this information, please contact us at info@worldvision.ca or 1-866-595-5550.

  4. Do not include any monies (cash or cheques) in your letters to your sponsored child.

    Note: Money can be confiscated by local customs officers and we cannot guarantee the arrival of these funds. As an alternative, we strongly recommend sending a Special Gift by clicking on the Send a Special Gift button in your worldvision.ca account. This ensures that your money is securely processed, receives a tax receipt, and most importantly, goes towards the most pressing needs in your sponsored child's community.

  5. Do not send any large parcels to your sponsored child.

    Note: Many countries charge high taxes and duties for large parcels to clear customs. This expense is passed onto the local World Vision offices in your sponsored child's country. If the duties and taxes are too high, the package may not be accepted.

  6. For privacy and child-protection reasons, please do not include your return address, email address, or phone number on any of your letters or correspondence with your child.
  7. Depending on where your sponsored child lives, it may take up to 6 months for him or her to receive the translated version of your letter.

    Watch Video: See the incredible journey your letters and emails take to reach your sponsored child.

Note: If you don't select a specific fundraising opportunity, the funds you raise will go to the most urgent World Vision initiative.

World Vision Canada's programs address the root causes of poverty and injustice in an integrated and holistic way. Our staff members uphold child protection by working to prevent and respond to all forms of violence against children.

We promote an environment in which children, their families and communities are educated and empowered to recognize and respond to abuse and exploitation. Our work protects children from immediate danger and rehabilitates victims of abuse, neglect, exploitation and violence.

As part of our child protection policy, all staff members, volunteers, sponsors, partners and third-party affiliates must adhere to our child protection standards. All adults who interact with children in our programs or access their information are required to act in the best interest of the children and to follow our child protection policy.

We also review all correspondence to sponsored children to make sure the content is appropriate.

Canadian sponsors can support our child protection policies by following these principles:

  • Do not share your sponsored child's full legal name, birthday, address, location or geotags with others. You may share information about your sponsored child with family members who are part of your sponsorship experience.
  • Contact our sponsor visit team two to three months before visiting your sponsored child to ensure all necessary screenings and arrangements have been made.
  • Send child-friendly correspondence to your sponsored children. These include cards, letters, emails, photos and packages. (Note: we review all correspondence to sponsored children to make sure it is appropriate.)

Having difficulty? We are here to help. Please note our hours of operations and frequently asked questions below.

Hours of Operations

Customer Service

Monday - Thursday: 8am - 9pm (EST)
Friday: 8am - 8pm (EST)
Saturday: 10am - 6pm (EST)
Sunday: Closed

Live Chat*

Monday - Thursday: 8am - 9pm (EST)
Friday: 8am - 8pm (EST)
Saturday: 10am - 6pm (EST)
Sunday: Closed

*If all of our agents are unavailable, the Live Chat button will display as "Chat Unavailable"