Customer Support

Welcome to the Customer Support Help Page!

Customer Support is available from 6:30 a.m. to 4:00 p.m. Pacific Time via phone or e-mail.
Our toll free number is 1-888-638-2763 or you can e-mail us at

We are happy to help you with:
  • Registration, adding extra users, account management
  • Using the FoundationSearch and BIG Online resources to their fullest
  • General account questions
  • Registration for Metasoft Customer Support training webinars or those put on by our Department of Education

We are unable to help you with:
  • Network printer problems
  • Third party software such as Excel, Windows or home security devices

**Please complete the tutorials before signing up for a webinar**

Help Desk

If you have questions or experience any problems with FoundationSearch, we're here to help. It is recommended that before you contact Customer Support, you should read through our FAQs, our help documents and view our product tutorials and system requirements. If these still don't answer your questions, our Fundraising Support team is available Monday to Friday from 7:30am to 4:00pm PST. Email us at or call toll free at 1-888-638-2763.

Product Tutorials

To access the product tutorials, click here.


Please view our Frequently Asked Questions.

Password Assistance

Click here if you have forgotten your password or if you would like to change your password.

**Please note that your member ID and Password are case sensitive and should contain only alphanumeric characters**

For all other password inquiries or if you would like to change the registered user, email or call toll free at 1-888-638-2763.

Help Documents

Keyword Search Help

How to Use the Foundation Search Module

What is IRS Form 990PF?

IRS Form 990PF Top Search Examples

National Taxonomy of Exempt Entities - Core Codes (NTEE-CC) Classification System

System Requirements

FoundationSearch runs on both Windows and MAC systems. To be able to view the site correctly it is recommended that you have the latest version of Internet Explorer and Adobe Acrobat. For more information click here.

Terms of Use

Click here to read our Terms of Use.