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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 take care of the rest, including contacting the charity to arrange transfer of funds 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.

Will the recipient know I have setup a Pot for them?

No-one likes spoiling a surprise, including us. If you choose to send the Pot to someone else and enter their email address, we do not contact them until the Pot closes. You can also delay the email being sent by up to 24 hours after the Pot has closed.

How do I share the link to the Collection Pot?

Each Collection Pot page has a share button beneath the ‘add to this pot’ button. Click ‘share’ and you can easily tell people about the Pot via email, social or Microsoft Teams.  Alternatively copy the Pot URL and paste into your favourite app for sharing.

When others receive the shared link, they will be able to view the Pot, add their donation and 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 extend a pot’s closing date?

Yes you can do this from the Pot settings. Login to your Collection Pot account, locate the Pot in the ‘your pots’ section and then click on ‘settings’. Then you can select a later date/time and your Pot will be extended once you have saved the changes.

Can I close a Pot early?

Please contact us at hello@collectionpot.com if you want to close a Pot early and we’ll be happy to look at this for you.

Can I change who a Pot is sent to?

Yes. If you are the Pot creator, you can change who receives the Pot in the Pot ‘settings’. Be sure to do this before the Pot closes so your chosen recipient receives the email notification.

Can I reopen a closed pot?

Please contact us at hello@collectionpot.com 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 Visa and Mastercard 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 from abroad / in any currency?

Yes you can donate from abroad. Please note 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 £ Sterling. If you are donating from abroad using a card with a different currency, a conversion will be made at the point of donating.  The issuer of your payment card may charge you a fee for this currency conversion. Please speak to the issuer of your payment card before donating if you are unsure of the fees they may charge.

The Collection Pot fee that we charge for a donation coming from overseas remains the same (see answer below)

What are the charges for making a donation?

On all donations we charge a payment processing fee of 1.9% + 20 pence (1.9% + 20 cent in Republic of Ireland) of your contribution and we deduct this amount, with the balance going in to the recipient’s Collection Pot.

What is the top-up used for?

You have the option to top-up a little extra to your contribution, which is first 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 extra amount after the processing fees have been covered is used for platform running costs and helps us ensure:

  • Collection Pot is available to you 24×7 all year round
  • It remains free to set up and redeem a Collection Pot
  • Our customer care team is available to answer your calls and emails
  • We continually enhance our platform to improve our service to you

Will my donation amount be shown?

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

Can I leave a message?

Yes! When you donate, you have the option of leaving a message on the message wall that will be seen by other donors and the Pot recipient. This is optional. If you leave a message, this can be attributed with your name or left anonymous.

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 redeem my Collection Pot?

When it closes, login to your Collection Pot account and the Pot will be waiting for you in the dashboard. Click the ‘redeem pot’ button to start the process.

If the Pot has been sent to you by someone else, you will receive an email inviting you to redeem. Click on the ‘redeem your pot’ button in the email to start the process. You will need to login or create an account to access your Pot.

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.

If you want your Collection Pot transferred directly to a bank account, select the Visa Direct option.

What is Visa Direct?

Visa Direct enables real-time redemption of your Pot balance to a bank account 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 current accounts (not business/corporate accounts).

How does Visa Direct work?

Visa Direct is simple to use. You will be presented with a page asking you to enter your Visa debit card details.  Please note 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 in your account within 30 minutes. Please note a small number of banks including Santander do not fully support fast funds. For these banks, payment can be expected the next day.

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

Is there a fee for redeeming a Collection Pot?

No! We do not charge a fee for redeeming a Collection Pot to a bank account via Visa Direct or to a gift card.

This means the recipient receives 100% of the funds in the Pot!

How do I redeem a Charity Collection Pot?

The Pot creator 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. This is done by the Collection Pot finance team. The Pot creator will receive confirmation that the monies have been sent and received by the chosen charity.

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

Which product 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.

Help! I can’t redeem the Pot I set up for myself!

If you are unsure how to redeem the Pot you set up for yourself, follow these simple steps:

  1. Login to your Collection Pot account
  2. Find the Pot in your dashboard. If it has closed and is ready to redeem, it will have a ‘redeem pot’ button. Click this to start the process.
  3. The Pot page loads. You will see a “redeem button” which takes you to the product catalogue
  4. Spend your Pot as you choose!

If you don’t see the redeem button, it will be because the Pot has not yet closed, or you are not the Pot recipient.

Help! I can't redeem the Pot sent to me!

If you are unsure how to redeem the Pot sent to you by someone else, follow these simple steps:

  1. Find the email sent by orders@collectionpot.com when the Pot closed
  2. This email contains a button – “redeem your pot”. Click on this
  3. Login (if you already have a Collection Pot account) or create an account (if you are a new user)
  4. The Pot page loads. You will see a “redeem button” which takes you to the product catalogue
  5. Spend your Pot as you choose!

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 login to your Collection Pot account. Find the Pot in the ‘your pot’ section and the current balance is displayed there.

My Gift Card hasn't arrived

Our gift cards are delivered as e-cards by email and dispatched shortly after the order is placed. Look out for an email in your inbox.

If you are purchasing a One4All gift card, this is dispatched in a different way. The e-card will not arrive until the next working day after ordering. So if you order on a Friday, you will receive the e-card the following Monday.

Please note that we work with third party suppliers, so all purchases are bound by their terms and conditions.

Can I split the Pot balance?

Yes, you can split the Pot balance between different e-gift cards, or a mixture of gift cards and cash – it is entirely up to you. Each time you make a redemption, the Pot balance will reduce by that amount. You can keep redeeming until the Pot balance reaches zero.

How do I know if the recipient has received their Collection Pot?

If you have created a Collection Pot for someone else and want to check they have received it, follow these simple steps:

  1. Login to your Collection Pot account
  2. In the ‘your pot’ section, find the Pot. If the pot is greyed out and has the word ‘claimed’ next to the total raised figure, the Pot has been claimed by your recipient
  3. If you see ‘send reminder’ next to the Pot, this means it hasn’t been claimed yet by your recipient

Click ‘send reminder’ and we will automatically send a reminder email to the recipient

How do I gift a Collection Pot to someone else?

Once your Collection Pot has closed, you can send it to someone else so they can spend it. Forward the redemption email you received. Once your intended recipient receives the email, they can claim the Pot by clicking on the activation button in the email.