Quick Answers

Frequently Asked Questions

How much does DoneDone cost?

DoneDone plans range from $39/month to $99/month. For information about DoneDone’s pricing plans, please see Plans & Pricing.

How does billing work?

Every DoneDone plan comes with a free 30-day trial. After 30 days, you will be charged your plan’s monthly rate. If you have not yet provided a credit card, your account will be suspended. If you upgrade or downgrade your plan after your 30 days, you will immediately be billed or credited a prorated amount.

Is there a discount for .orgs and .edus?

Non-profit and educational organizations can receive a 10% lifetime discount. Once you’re signed up, email support@mydonedone.com with your account info, and we’ll get you set up.

Why isn’t DoneDone accepting my credit card?

If you are having issues with DoneDone accepting your credit card, you may need to contact the bank or institution. Let them know that DoneDone is a real business and you approve the payment. This tends to be more common if you are purchasing DoneDone from outside the United States.

How do I cancel DoneDone?

If you are the account owner, log in to DoneDone, click the Global Settings icon in the header, and click “Manage Account”. On the Account Settings page, you can cancel your account. Note: Canceling an account is permanent and all account data (users, issues, files) will be immediately flagged for deletion.

Do you offer refunds?

No. While you can cancel your service at any time, we do not offer refunds for the remainder of the monthly cycle for which you’ve already paid.

How do I upgrade my account?

If you are the account owner, log in to DoneDone, click the Global Settings icon in the header, and click “Manage Account”. Then click on the Change Plans tab to upgrade your account plan.

How does the 30-day free trial work?

All DoneDone plans are free for the first 30 days. During that time, you can upgrade or downgrade your plan. At the end of 30 days, you’ll need to enter credit card information to continue using DoneDone.

What payment types does DoneDone accept?

All major credit cards like Visa, Mastercard, Discover, American Express, and most European variations. We do not accept Paypal, checks, or POs.

Can I pay for an entire year in advance?

Absolutely! You can prepay for a full year of DoneDone, and we’ll even throw in a free month! Here’s how:

Login to DoneDone and choose Manage Account from the header menu. Then, go to Billing Information and make sure you’ve entered a valid credit card. Finally, send an email to support@mydonedone.com and let us know you’re interested in paying for an entire year.

We’ll then bill you for the prepay amount, and you’ll receive an invoice for your records.

Note: Annual payments are non-refundable.

My credit card expired. What do I do?

Log in to DoneDone and click over to Manage Account » Billing Information to update your credit card information. If you’re account is suspended, you will be automatically directed to that page when you log in.

Can I change my account’s subdomain?

For sure. If you are the account owner, log in to DoneDone, click the Global Settings icon in the header, and click “Manage Account”. On the Account Settings page, you can change your subdomain. Note: You will need to inform other users in your account of the change!

What is considered an active user?

We base our plans off of the number of active users in your account. An active user is either an admin or someone belonging to at least one active project. Users not assigned to a project won’t count against your active users limit.

How do I change account owners?

If you are the account owner, log in to DoneDone, click the Global Settings icon in the header, and click “Manage Account”. On the Account Settings page, you can change the account owner to any other current administrator in your account. You will immediately be logged out of your account. Note: Only account owners can update billing information, change plans, and view previous invoices.

What are companies?

Companies are teams, businesses, clients, or just groups of users you’d like to organize. Typically, there will be more than one company or team working on issues. Clients, development teams, and so on all would fit the company description. You can give individuals access to different projects even if they are in the same company.

How do I edit a user?

If you are an admin or the account owner, click the Global Settings icon in the header, and then click “Companies & People”.  On the Companies & People page, find the person and click the Edit icon over to the right.  From here, you can update their company, personal information, and project access.

How do I delete a user and what happens to their issues?

If you are an admin or the account owner, click the Global Settings icon in the header, and then click “Companies & People”.  On the Companies & People page, find the person and click the Delete icon over to the right.  You can then reassign all their issues to another user in your account.

How do I import users from Basecamp?

If you are an admin or the account owner, click the Global Settings icon in the header, and then click “Companies & People”.  On the Companies & People page, select the company you want to add users to, then click the Add users icon.  Then, click the “Import People from Basecamp”  link. You can import users from either Basecamp or Basecamp Classic.

What can account owners do that admins cannot?

Account owners have access to all billing information, such as credit card details, plan information, and previous invoices. They can also update your account logo and change the subdomain. There is only one account owner per account, and they’re the only ones who can change DoneDone plans. An account owner is, by default, also an admin.

What can admins do that regular users cannot?

Administrators can create new projects, have access to all projects in an account, and can edit any issue. Admin permissions can only be granted to users within the account owner’s company.

What are release builds?

You may be working with a client on a web project and periodically migrate new changes to a staging environment, or working internally on a project that has daily builds. Release builds allow you to queue up issues in DoneDone that will be ready for your team’s next release.

To use release builds, your team should mark issues that are resolved but not yet migrated as “Ready for Next Release”. When your team is ready to do its next build, an admin can go to a project, click the Manage This Project icon, and then click “Create Release Build”.

From there, you can view all issues that are ready for the next release, customize a release build message, cc your teammates, and then create the release build. By default, all testers on issues in the release build are pre-selected for your convenience. Once you create a release build, all issues labeled “Ready for Next Release” will automatically be set to “Ready for Retest”.

Can I turn off release builds?

Yes. If you are an admin, click the Manage This Project icon, and then click “Project Settings”. From here, you can toggle release builds.  If you turn release builds off, the “Ready for Next Release” status option will not be available.

What are Public Issues and how can I configure them?

Public Issues allow anyone to email an issue to a specific DoneDone project. You don’t have to be a DoneDone user to submit an issue. In fact, you don’t even need to know what DoneDone is. It’s tailor-made for customer support and public feedback. Read the details here.

If you are an admin, click the Manage This Project icon, and then click “Public Issues Settings”. Here, you’ll find your project’s unique Public Issues email address and can configure how incoming emails are received and outgoing replies are formatted.

How many projects can I create?

You can create as many projects as you’d like, on any plan you are on.

How do I move an issue to a different project?

  • Navigate to the dashboard for the project the issue is currently in
  • In the upper right corner, click on the Bulk Edit (pencil) icon
  • Locate the issue you’d like to move in the list, and place a check next to it
  • At the bottom of the Bulk Edit page, choose “Project” from the Change dropdown and submit the form
  • The issue you had selected will now appear under the new project

How do I archive or delete a project?

If you are an admin, click the Manage This Project icon, and then click “Project Settings”. From here, you can archive or delete the project.  You can view a list of archived projects by going to Global Settings > Archived Projects from the top of the page.

How can I format text in DoneDone issues?

DoneDone uses Markdown, which allows you to easily add simple text formatting, including bold, italic, bullets, code, and links to issue descriptions and comments. Read the DoneDone Markdown Guide.

How do I track time with Harvest?

Visit any issue detail page and scroll to the comment area at the bottom. Click on the stopwatch icon to open the Harvest time tracking popup. Then enter your time or start the timer. Learn more about using Harvest with DoneDone.

How do I send and create issues via email?

You can create and send issues to DoneDone users directly by sending them to the email address noted on the Project Settings panel of the specific project. Get all the details about sending issues via email.

Can I add attachments to DoneDone emails?

You sure can. When responding to an issue via email, just add an attachment the way you normally would. The same applies when you’re creating new issues via email.

Why are commit messages to my Beanstalk, Github, or Bitbucket account not showing up?

If you are using Github, we occasionally have had problems with Github post-receive hooks timing out.  There is a simple tw0-step fix for this that involves writing a couple of cURL commands. Here are instructions on what to do.

It may also be that the email address assigned to your repository does not match the account email address you are using in DoneDone. That’s how DoneDone knows how to associate a commit to the right user in your account.

  • To check your Git email address, type git config user.email from the Git command line within a repository. You can update your email address for that repository via git config user.email "bob@example.com". You can use git config --global user.email if you want to view or alter your email address globally.
  • If you are using SVN in Beanstalk, simply check the email address you are using in Beanstalk.
  • To check your DoneDone account email address, log into DoneDone, click the Global Settings icon at the top, then click “View Profile” link from the dropdown menu. On your profile, look at your account email address.

If those email addresses don’t match up, you can either modify your Git or DoneDone address and try another commit.

  • If they do match up and things still are not working, we’ll need to take a look at what’s coming through on a sample commit. To do that:
  • Create a RequestBin at http://requestb.in.
  • Copy the generated URL as a new webhook URL in your repository.
  • Force a commit with a sample DoneDone issue update message into Github.
  • Send the generated URL to support@mydonedone.com so that we can examine the information coming through in your commit and see where the wires are getting crossed.

Why am I not receiving emails from DoneDone?

Chances are that emails are getting flagged by your email filters. First, check any spam folders in your email program (Outlook, Gmail, etc.). If they’re not there, then the emails are likely being flagged on the network level, and you’ll need to contact your company IT folks to help whitelist the mydonedone.com domain.

If you are still having troubles, please contact us.

How secure is DoneDone?

All DoneDone traffic is served under SSL to protect the traffic between your computer and our servers from eavesdropping, tampering, or communications forgery by an outside party. All of our technology partners are fully PCI-compliant.

Is there a rate limit to emails sent into my DoneDone account?

Yes. Currently, DoneDone allows up to 100 incoming emails into your account per hour. This includes emails sent to a Public Issues email address, project-specific email address, or email replies to an issue. When a limit is reached, the account owner will be notified via email. DoneDone will not process any new incoming emails into your account for another hour.

Can I use a custom email address for Public Issues?

Absolutely. If you’d like to configure Public Issues to send emails from, say, your company’s support address, we recommend you setup an SPF (Sender Policy Framework) record. Adding this record to your domain’s DNS configuration will help prevent DoneDone emails from being flagged as spam.

To add the SPF record, login to your domain’s DNS Record management section (consult your registrar’s documentation if you’re not sure where to find this) and add the following as a TXT record:

v=spf1 a mx include:_public_spf.mydonedone.com ~all

If you already have an existing SPF Record, you’ll only need to add the following to it:


If you any need help setting this up, please contact DoneDone Support and we’ll be happy to help!

Do you have a white paper or marketing material I can download?

Yes. We know many organizations like to review product white papers before making a purchasing decision. You can download our white paper on DoneDone if you need some consolidated information.