Help center
Clear answers for your cause.
Guides to move forward and answers to your questions. Find your next step at your own pace.
Help results
View all topics
60 articles available
Step-by-step guides
- Getting started and trust Getting started on Kuku as a donor or organizer Find your path on Kuku: support a cause, check your contributions, or set up a solidarity project. Read article
- Getting started and trust Setting up a cause and checking its requirements Organize the goal, the organizer's information, and the documentation before starting a campaign. Read article
- Getting started and trust Resolve a question or report an issue Submit a helpful inquiry and track its response without sharing unnecessary sensitive information. Read article
- Account, messages and privacy Create an account, verify email, and recover access Sign in with your email, complete the access checks, and recover your account if you forget your password. Read article
- Account, messages and privacy Manage profile, messages, and communication preferences Keep your details up to date and distinguish your account messages from communication preferences. Read article
- Account, messages and privacy Review privacy, export data, and request account closure Decide what activity is shown publicly, download your data, and review the requirements to close your account. Read article
- Donations and payments Making a donation and checking its confirmation Complete a contribution from the campaign and verify the result before repeating the payment. Read article
- Donations and payments Choosing a payment method and completing pending steps Identify available methods and successfully complete payments with external steps or later confirmation. Read article
- Donations and payments Resolving a failed, pending, or seemingly duplicate payment Distinguish between a payment error, a pending transaction, and a possible duplicate to avoid unnecessary new charges. Read article
- Recurring donations Create a monthly or annual recurring contribution Set up a recurring collaboration and view its frequency, status, and next charge date. Read article
- Recurring donations Change, pause, resume, or cancel a collaboration Manage future contributions from your account and check the outcome of each change. Read article
- Recurring donations Update payment and resolve a suspended collaboration Check the collaboration's status, update the payment when available, and avoid creating duplicates. Read article
- Certificates and tax details Requesting and viewing a donation certificate Check if your contribution allows you to request a certificate and where to view the document once it becomes available. Read article
- Certificates and tax details Correct tax details or a certificate request Review tax details and request a correction for the transaction or document whenever necessary. Read article
- Certificates and tax details Understanding certificates, recurring donations, and corporate contributions Identify who the certificate belongs to and review how recurring contributions or entity contributions are documented. Read article
- Charity raffles Enter a raffle and check my entries Review the raffle terms, confirm your entry, and check your registered entries. Read article
- Charity raffles Create a raffle and configure its prizes Define entry rules, prizes, and their conditions before submitting the raffle for review. Read article
- Charity raffles Manage participants, finances, and raffle report Use the raffle screens to review participants, contributions, costs, and report data. Read article
- Charity raffles Prepare the raffle and check winners and alternates Check the closing conditions and run the selection only when the preparation screen allows it. Read article
- Charity raffles Accept, decline, and coordinate prize delivery Review the prize notice, respond within the indicated deadline, and coordinate delivery through a private channel. Read article
Frequently asked questions
- Getting started and trust What is Kuku and who manages the platform? What you can do on Kuku and how to identify those responsible for the platform and for each cause. Read the answer
- Getting started and trust What is the difference between a project, a campaign, and a raffle? The project brings together the cause; campaigns and raffles are tools with their own management and terms. Read the answer
- Getting started and trust Who can promote a cause? The ability to promote a cause depends on who is in charge of it, its purpose, and the applicable checks. Read the answer
- Getting started and trust What checks are carried out before publishing? Submitting a campaign initiates its review; it does not guarantee publication or replace subsequent checks. Read the answer
- Getting started and trust How do I report potential misuse? Report specific facts and the link to the cause through support channels. Read the answer
- Getting started and trust How do I contact support and what information should I provide? Provide the page, step, approximate date, and transaction reference so your inquiry can be investigated. Read the answer
- Account, messages and privacy When do I need an account to collaborate? The process itself indicates when you need to identify yourself; some ways to collaborate require an account. Read the answer
- Account, messages and privacy What should I do if I don't receive the verification email? Check the address, review spam, and use the resend option without creating duplicate accounts. Read the answer
- Account, messages and privacy How do I recover my password? Request recovery from the login screen using your account's email address. Read the answer
- Account, messages and privacy What is the difference between a message and a notification? A message contains the communication; a notification alerts you to activity or an update. Read the answer
- Account, messages and privacy What information about me can other people see? Public visibility depends on your preferences and the options chosen for each contribution. Read the answer
- Account, messages and privacy Can I delete my account if I have donations or subscriptions? Check the conditions shown in Privacy and resolve any transactions blocking account closure. Read the answer
- Donations and payments What payment methods does this campaign accept? Check the payment options that appear during the contribution process for that campaign. Read the answer
- Donations and payments How do I make an anonymous contribution and what does it mean? Anonymity affects the public display of your contribution, not the details required to process it. Read the answer
- Donations and payments How do I check if my donation was completed? Check the status on Kuku and keep the transaction reference. Read the answer
- Donations and payments Why is my transfer or payment still pending? Receipt of the funds, identification, or confirmation from the provider may still be pending. Read the answer
- Donations and payments Is there a minimum or maximum amount and additional costs? Review the limits and breakdown shown for the transaction before confirming it. Read the answer
- Donations and payments How do I request a review of a charge or a return? Send the reference and the reason for the request so that the specific transaction can be reviewed. Read the answer
- Recurring donations When is a monthly or annual contribution charged? The next charge date can be viewed in the collaboration within your account. Read the answer
- Recurring donations What is the difference between pausing and canceling? Pausing is temporary; canceling ends that collaboration's continuity. Read the answer
- Recurring donations Can I change the amount or the causes I support? You can use the edit or reallocation options displayed on the collaboration. Read the answer
- Recurring donations What happens to the collaboration if the campaign ends? Check the status of the collaboration when the cause ends; do not assume it will be redirected to another one. Read the answer
- Recurring donations How do I update the payment method for my collaboration? Use the update payment action for the collaboration and check the final outcome. Read the answer
- Recurring donations Why does my collaboration show an error or appear suspended? There may be a failed charge or a collaboration condition that requires a review. Read the answer
- Certificates and tax details Do all contributions allow you to request a certificate? It depends on the contribution, the campaign, and the organization issuing the certificate. Read the answer
- Certificates and tax details What details do I need to request it? Check your tax identity, donor type, and the details requested for the transaction. Read the answer
- Certificates and tax details Where can I view or download my certificate? The download appears on the contribution once it is paid and the document is available. Read the answer
- Certificates and tax details Can I request it after donating or correct its details? You can request a review, but adding or correcting details requires verifying the transaction. Read the answer
- Certificates and tax details How are my recurring donations reflected? Check the completed charges and the period or transactions included in the certificate. Read the answer
- Certificates and tax details What is the difference between a certificate, a receipt, and an invoice? These are documents with different purposes and potentially different issuers. Read the answer
- Charity raffles Does donating automatically enter me into a raffle? No; the conditions must be met and the entry must be recorded in the selected raffle. Read the answer
- Charity raffles How do I check my entries? Check My raffles using the account used when entering. Read the answer
- Charity raffles How are entries and the odds of winning calculated? It depends both on how entries are assigned and on the winner selection method. Read the answer
- Charity raffles Can I enter multiple raffles or prizes? It depends on the options offered by each process and the conditions of each raffle. Read the answer
- Charity raffles Can I create multiple prizes and multiple winners? Yes, the form allows you to configure prize types and the units or winners allowed for each one. Read the answer
- Charity raffles Who conducts the raffle and when is the result published? The authorized organizer can run the selection from Setup and Results. Read the answer
- Charity raffles How do I know if I won and what should I do? Check My raffles and your account notices, and respond within the communicated deadline. Read the answer
- Charity raffles What happens if someone declines or does not accept the prize? Assignment to alternates may proceed based on the terms and available actions. Read the answer
- Charity raffles Who organizes delivery and covers the shipping costs? This is determined by the conditions of the prize and the raffle. Read the answer
- Charity raffles ¿What requirements, costs, and conditions do prizes and sponsors have? Review the entry requirements and the specific conditions for each prize and sponsor. Read the answer
Can't find what you're looking for?
Write to us from your account with the reference of your campaign or donation and our team will help you.