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FAQs

Search for your query above to see if we have an answer. If you’re unable to find a solution, send us an enquiry via our contact us page.

Creating a Collection Pot

What details do I need to provide to create a personal Pot?

To create a personal Pot we simply need the name of the recipient and an email address. We will only use this email to send details of how to redeem the Pot when it closes.

What details do I need to provide to create a charity Pot?

You can use our search function to find the details of registered charities in England & Wales. For charities that are outside of these countries, please contact us and we will be happy to help find their registration details. You can set a target fundraise for your charity and we can process Gift Aid where applicable. We do the rest when the Pot closes!

What are the costs of setting up a Collection Pot?

It’s completely free to sign up and create a Collection Pot.

 

Why do I need to select Pot country/currency for the Pot?

Setting the Pot country/currency defines two things. First, the country in which the Pot can be redeemed. Second, the currency that will be used for donations to the Pot and redeeming the Pot. Collection Pot supports setting up a Pot in £ Sterling for redemption in the United Kingdom, or a pot in € Euro for redemption in the Republic of Ireland. More countries will be added in the future.

Can I change the country/currency of a Pot after I have created it?

Once a Pot has been created the country/currency cannot be changed.

How do I add a message?

Each donation made can be accompanied by a personalised message and emoji for your recipient, these messages will be shown on the message wall.

How do I add a picture?

When you are creating your Collection Pot, you will be asked to add an avatar picture and a main cover image. You can select a picture from our library, or upload your own

Which charities can I collect for?

You can set up a Pot for charities registered in England & Wales by using the search tool in the Charity Pot set-up.

If you can’t find the charity that you want to support, please get in touch and we’re happy to help. We are adding new charities to the list all the time.

How do I share the link to the Collection Pot?

Once you have created your Pot and it is live, you can share the link with your friends, colleagues and family, via Email, WhatsApp or Facebook Messenger. They will be able to click on the link and view the Pot that you have created, add their donation and special message, then share again.

I can’t access my account

To set up a Collection Pot you will need to create an account, this is a very simple process, requiring your email, you will then be asked to create a password. If you are unable to access your account, then request a password reset. If you are still unable to access your account please contact our customer services team and we will be happy to assist.

Can I close a pot earlier than planned?

Please contact us at hello@collectionpot.com if you want to change the closing date of a Pot and we’ll be happy to look at this for you.

Donating to a Collection Pot

How do I donate to a Collection Pot?

Once a Collection Pot is live, you can share the link with your friends, colleagues or family, via email, WhatsApp and Facebook Messenger. They will be able to click on the link and view the Pot that you have created. By clicking the ‘add to this pot’ button, you select your donation amount and complete the required details, then proceed to payment and add in your card details.

What is the donation limit?

There is no maximum donation limit, however the minimum donation is £ / € 1.00

How do I know if my donation has been added?

You will receive a confirmation email to the address given when you made your donation, also your message will appear on the message wall.

What methods of payment are accepted?

We accept all major credit and debit cards. As with any online transaction you will need to input your card number, expiry date and CVV. To keep payments secure your card issuer may also send you a one-time passcode as a text message to validate to the transaction.

Can I donate to a Pot in any currency?

The Pot currency is fixed when the Pot is created. For example, if it was created with £ Sterling as the currency, then all donations are made in that currency. A conversion will be made if you donate using a card issued in a different currency to the Pot. The exchange rate and any charges levied for the currency conversion are determined by the issuer of your payment card and out of our control. Note, this charge is separate to the admin and processing fee charged by Collection Pot for donating. Please speak to the issuer of your payment card before donating if you are unsure of the charges they may levy.

What are the charges for making a donation?

On all donations we charge a payment processing fee of 1.9% + 20p/c of your contribution and we deduct this amount, with the balance going in to the recipient’s Collection Pot.

You have the option to top-up a little extra to your contribution, which is firstly used to cover the processing fees and ensure that the full value of your intended contribution is added to the recipient’s Collection Pot.

Any additional amount after the processing fees have been covered, will help us to ensure:

  • Collection Pot is available to you 24 hours a day, 7 days a week, 52 weeks of the year
  • Constantly improving our platform and processes so that we can improve our service to you and incorporate the latest data protection, security and banking standards.
  • Enabling us to bring you even more innovation and further improve the Collection Pot experience

Will my donation amount be shown?

Collection Pot has chosen not to show the amounts that individuals have contributed to a Pot.

How does Gift Aid work?

Gift Aid is a tax relief allowing UK charities to reclaim an extra 25% in tax on every eligible donation made by a UK taxpayer.

If you are adding a donation to a charity Pot, then you will asked if you wish to claim Gift Aid on your donation.

Gift Aid can only be reclaimed on donations made by individuals who pay UK income or capital gains tax at a rate at least equal to the amount reclaimed on their donations in the current tax year.

 

How do I know my donation is secure?

Our acquiring partner CashFlows process all donations.

CashFlows is a principal member of Visa® Europe, Mastercard®, Discover®, China Union Pay International® and JCB®. CashFlows Europe Limited is authorised and regulated by the Financial Conduct Authority (register reference 900006) under the Electronic Money Regulations 2011 for the issuing of electronic money and the provision of payment services.

Your monies are held in a secure account and not accessible until the Collection Pot recipient is ready to redeem their funds.

I am having problems changing the donation amount

Please check you are not using Internet Explorer as the browser to make your donation. Collection Pot is not supported for Internet Explorer and certain functionality on the site will not work correctly.

We recommend looking at the website Browse Happy for a list of compatible browsers.

Redeeming a Collection Pot

How do I access my Collection Pot to redeem?

When the collection closes the Pot recipient will receive an email inviting them to redeem their collection

If you are the recipient of a Collection Pot you will need to create an account if you don’t already have one, or log in with your existing details to access your Pot.

If you need to reset your password, click on the ‘forgotten password’ link and an email will be sent to the email address linked to your account

Once you have logged in you will be able to view your Pot and read all the messages.

What can I spend my collection on?

Once you’ve accessed your Pot, click the ‘redeem’ button to view the Collection Pot catalogue, from where you will be able to spend your collection.

The Collection Pot catalogue offers a huge range of gift cards and e-codes that can be redeemed via many top brands and local businesses.

You can even split the value of your collection across different retailers.

What is Visa Direct and how does it work?

Visa Direct enables real-time redemption of your Pot with the scale and security of the Visa network.

This option is currently only available to holders of Visa debit cards issued by UK and Republic of Ireland banks on personal accounts.

Please note that when redeeming to your Visa card, you may see a ‘zero value’ for the transaction in the authentication process – this is totally normal and expected.

After confirmation that the payment has been successful, the balance in your Pot will update and the funds should be received within 30 minutes – if your bank does not fully support fast funds then payment can be expected on the next working day.

Actual fund availability varies by receiving financial institution, receiving account type, region, and whether transaction is domestic or cross-border.

How do I redeem a Charity Collection Pot?

The Pot administrator will receive email confirmation that the collection has closed. They will be able to log into their account, view the collection total, read all the personal messages.

The monies will be automatically sent to the validated and verified nominated bank account of the charity selected when setting up the Pot by the Collection Pot finance team, the administrator will receive confirmation that the monies have been send and received by the chosen charity.

There is no option for the collected funds for a charity collection to be sent to any other bank account than the verified account of the registered charity.

Which catalogue can I use to redeem my Collection Pot?

It depends on the country/currency of the Pot. If the Pot was set up as United Kingdom £, it can only be redeemed against the UK Collection Pot catalogue. If the pot was set up as Rep. Of Ireland €, it can only be redeemed against the Collection Pot catalogue for the Republic of Ireland.

Can a Pot be set up in one country/currency and redeemed in a different country/currency?

A Pot can only be redeemed in the country and currency it was set up with.

Can a Pot in € Euros / Republic of Ireland be redeemed in another eurozone country?

€ Euro / Republic of Ireland Pots can only be redeemed using the Republic of Ireland Collection Pot catalogue.

Can I top up my pot?

You can add funds to your Pot in the redemption pages if you wish to make a purchase from the catalogue that requires additional monies. Simply click the ‘top-up’ button and enter your card details as requested.

Is there a deadline to redeem a Pot?

Collection Pots stay live for 6 months from the date of closure. To ensure they don’t miss out we will endeavour to remind the Pot recipient three times during the 6 months that they still have monies to spend.

How do I check the balance of a Pot?

It’s so easy – just log into your Collection Pot and you will be able to see your balance on the right hand side of the screen.

My Gift Card hasn't arrived

Please contact our customer services team and we will do our best to help. However, please note that we work with third party suppliers, so all purchases are bound by their terms and conditions.

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