FAQs

• Declining Cash Donations - As society moves towards cashless transactions, many charities struggle to adapt and reach donors who prefer digital methods.
• Increased Competition - With many organisations vying for donations, it can be difficult for individual charities to stand out and capture donor attention.
• Changing Donor Preferences - Younger donors often favor online and mobile giving, requiring charities to modernise their fundraising strategies to engage this demographic effectively.
• Economic Uncertainty - Economic downturns can lead to reduced disposable income for potential donors, impacting overall donations.
• Limited Resources - Many charities operate with tight budgets and small teams, making it challenging to implement comprehensive fundraising campaigns or technology upgrades.
• Donor Retention - Keeping donors engaged over time can be difficult. Charities need to build relationships and maintain communication to encourage repeat donations.
• Regulatory Compliance - Navigating the complex legal and regulatory landscape can be daunting, especially for smaller organisations that may lack expertise.
• Data Management - Collecting and analysing donor data effectively is crucial for understanding donor behavior and improving fundraising strategies, but many charities struggle with data management.
• Visibility and Awareness - Building brand awareness and ensuring that potential donors know about their mission and impact can be a significant hurdle.
• Technological Adoption - Keeping up with new technologies for fundraising and donation processing can be challenging, particularly for organisations with limited technical expertise.

• Declining Cash Donations - As cash usage declines and card payments are on the rise, with options like contactless, Chip & PIN, Apple/Google Pay, and magstripe-enabled solutions becoming essential.
• Closure of Cash Networks - With the closing of cash networks and ATMs, online and digital donation solutions are critical. We offer website donation buttons, QR codes, and SMS/email donation links to ensure seamless contributions.
• Engaging Younger Donors - To attract a younger donor base, we provide intuitive and accessible donation devices that allow for quick and easy contributions—often in just one or two taps.
• Quick, Easy, and Scalable Solutions - Our Donations app combines simplicity with our comprehensive insights portal, making fundraising straightforward while delivering detailed management information on a charity's terminal estate.
• Data-Driven Insights - Effective fundraising relies on data. We provide both macro (overall totals, monthly summaries) and micro (device performance, average transaction value, donation count) insights, giving charities a complete view of their performance.
• Brandable Solutions - A charity's brand is crucial. By showcasing their identity at the point of donation, we enhance awareness and strengthen their presence during the giving process.
• Versatile Options - Whether you're a street fundraiser, operate online, or need an unattended solution, we offer customisable options to fit any environment or circumstance.
• Simplified for Aging Volunteers - Recognising that many charities have an aging volunteer base, our one-device solutions with the Donations App simplify the donation process to just one or two taps, making it user-friendly for everyone.
• Regulatory Compliance - We resolve this by providing PCI Compliant solutions that are accredited for both attended and unattended environments.

• Convenience - They allow donors to give quickly and easily, often with just a tap of their card or mobile device. This simplicity can encourage more spontaneous donations.
• Increased Engagement - Contactless options attract a wider range of donors, particularly younger generations who prefer modern, tech-savvy payment methods.
• Speed of Transaction - Contactless donations are processed faster than traditional cash or card payments, reducing wait times and improving the overall donation experience.
• Hygiene and Safety - In a post-pandemic world, many people prefer cashless transactions for health and safety reasons, making contactless options more appealing.
• Broader Reach - With the decline of cash, contactless solutions enable charities to reach donors who might not carry cash, expanding their potential donor base.
• Real-Time Data - Contactless solutions can provide instant transaction data, allowing charities to analyse donor behavior and preferences more effectively.
• Flexible Solutions - They can be integrated into various fundraising environments, from events to corporate settings, enhancing the versatility of donation methods.
• Brand Visibility - Contactless donation devices can be customised with a charity's branding, reinforcing their identity at the point of giving and increasing awareness.
• Encouraging Larger Donations - The ease of contactless payments may lead to higher average transaction values compared to cash, as donors may be willing to give more when the process is streamlined.
• Adaptability to Trends - As payment technology continues to evolve, having contactless solutions in place keeps charities relevant and aligned with current donor preferences.

When adopting contactless technology, charities typically look for the following key features:

• Cash to Card - With a shift to a more tech-savvy younger generation, charities need to modernise their fundraising strategies to accommodate cashless donations.
• Ease of Use - Donors want quick and convenient donation processes, with multiple payment options like cards, mobile wallets, and other digital methods.
• Increased Donations - Contactless donations often result in higher average donation amounts and fewer barriers compared to cash donations, leading to increased overall fundraising.
• Cost-Effectiveness - Charities seek solutions with low transaction fees and transparent pricing to ensure more of the donation goes towards the cause.
• Security - Secure, PCI-compliant solutions are crucial to protect donor information and funds, particularly when operating in multiple environments.
• Flexibility - Systems that can adapt to various fundraising settings (e.g., events, street collections, online) and campaigns are highly valued.
• Real-Time Reporting - Instant data on donations is important for tracking and optimising fundraising efforts, allowing charities to respond quickly and make informed decisions.
• Branding - Customisable interfaces that allow charities to display their branding and recognise donors help build trust and enhance the donor experience.
• Portability - Mobile and accessible solutions enable charities to fundraise on-the-go, such as at events or pop-up locations.
• Gift Aid - Charities want solutions that support Gift Aid recovery to maximise the value of donations by claiming additional funds from the government.

The contactless limit is currently set at £100 or €100 per transaction. This means that any donation made using a contactless only device cannot exceed this amount in a single transaction.

For donations greater than this limit, you can use Chip & PIN devices, donation pages or virtual terminals which allow for higher-value donations.

Yes, Toucan Giving supports Gift Aid recovery across the full range of its solutions. This means that donations made through Toucan Giving can be eligible for Gift Aid, allowing charities to claim an additional 25% on top of the donation from the government, as long as the donor is a taxpayer and meets the necessary criteria.

• Attended Devices - These devices are used in situations where a person (such as a volunteer or staff member) is present to assist the donor. The donor interacts with the device while receiving guidance or support. Examples include donation devices or smartphones where a volunteer helps the donor select a donation amount or process the transaction.
• Unattended Devices - These devices operate without the need for staff or volunteer intervention. Donors can interact with the device independently to donate. These are typically set up in public spaces, such as kiosks, museums, galleries, where the donor can complete the donation process without assistance.

It's important when choosing a contactless donation device provider to ensure they offer accredited unattended solutions. This certification guarantees that the device is fully certified to operate in an unattended environment, meaning it can process transactions safely, securely, and in compliance with relevant standards. Accredited unattended devices provide peace of mind for both charities and donors, knowing that all donations are handled with the highest levels of security and regulatory adherence.

• Online Auth - The transaction is verified in real-time by sending details to the bank or card issuer over the internet. The transaction is immediately authorised and processed.
• Offline Auth (Deferred Auth) - This method allows payment details to be securely stored locally and processed later when an internet connection is available. The transaction is initially authorised offline by the payment device, and once the connection is restored, the transaction is sent for final processing and settlement. This is useful in environments where internet access is limited or unavailable.

Toucan Tap is an intuitive Android app for charities and fundraisers, offering seamless compatibility across our range of contactless devices.

• Simple Donations: Collect one-off or recurring donations with preset or custom amounts.
• Personalised: Customise the app to reflect your charity's brand.
• Flexible Views: Choose between Kiosk, Classic Swipe, or Recurring Views.
• Rich Reporting: Monitor daily donations with detailed reports.
• Gift Aid: Boost donations with QR code scanning, synced to your Charity Portal.
• Customisable: Adapt the app to your charity's unique needs.
• Multiple Payment Methods: Accept Contactless, Chip & Pin, Magstripe, Apple Pay, and Google Pay (device compatibility may vary).
• Broad Compatibility: Works with JustGiving, Charities Trust, and standard merchant accounts, plus a range of devices for any budget.

To determine which devices are compatible with Toucan Tap, please refer to our device comparison chart. This chart provides a detailed overview of supported devices.

Once you have an account, you'll have access to the Toucan Giving Portal, where you can manage your device, change donation amounts, and view your transactions.

You can also change your donation amounts on the Toucan Tap app.

Transactions can be viewed through the Toucan Giving Portal once your account is set up. This portal allows you to manage devices and view transaction history. You can also view your device level history on the Toucan Tap app.

If you have receipt printed enabled and require more till rolls, please contact our customer services team who will process the order for you.

Toucan Collect is a mobile app for iOS and Android that turns any compatible smartphone into a contactless donation device, enabling fundraising anywhere—whether at events, on the go, or face-to-face with supporters.

• Risk-Free Fundraising - Pay only if you raise over £12 in donations each month. No charge for lower or no donations.
• No Expensive Equipment - Use a compatible smartphone—no costly hardware required.
• Empower Volunteers - Enable staff and volunteers to start fundraising anytime, anywhere.
• Easy Campaign Management - Track and manage donations through your personalised Charity Dashboard.
• Connect with - Stripe.

It's an ideal solution for charities that may not have the budget for physical donation devices but still want to offer contactless donations.

When used alongside our contactless donation devices, Toucan Collect helps expand a charity's reach without incurring additional hardware costs. This app allows every team member and volunteer to transform their mobile phone into a fundraising tool, increasing the potential to raise more for your cause.

Android:

Tap to Pay on Android is supported on devices running Android 11 or above.

iOS:

Tap to Pay on iPhone requires an iPhone XS or later, running iOS 17.4 or later, in the United Kingdom. Please note, Tap to Pay will not work on beta releases of iOS. We recommend that all users of Toucan Collect update their devices to the latest version of iOS or Android for optimal performance. However, we are not responsible for any malfunctions that may occur due to updating your mobile devices to the latest operating system.

Signing up for Toucan Collect is easy! Simply visit our Toucan Collect page and complete the straightforward registration process.

We have a full user guide available here.

Toucan Collect integrates with Stripe. If you already have a Stripe account, you can sign up and start using Toucan Collect in just a few minutes. If you don't have a Stripe account, you'll need to create one in order to use the app. For a detailed, step-by-step guide on how to apply for a Stripe account, please refer to our user guide.

For a full step-by-step guide on how to use the Toucan Collect app, head over to our guide.

To scan Toucan Collect QR codes, make sure to do so within the Toucan Collect app. Do not use your phone's camera app. For the QR code to be recognised, it must be scanned directly from within the Toucan Collect app.

For full instructions on how to use the Toucan Collect portal to generate campaigns, please refer to our user guide.

This guide includes how to generate campaigns, edit campaigns, brand campaigns as well as managing active users of Toucan Collect.

After a donor has donated, they are presented with a QR code which they can scan to Gift Aid their donation and/or download a copy of their receipt.

Toucan JustGiving is a mobile app for iOS and Android that turns any compatible smartphone into a contactless donation device, enabling fundraising anywhere—whether at events, on the go, or face-to-face with supporters.

• Risk-Free Fundraising - Pay only if you raise over £12 in donations each month. No charge for lower or no donations.
• No Expensive Equipment - Use a compatible smartphone—no costly hardware required.
• Empower Volunteers - Enable staff and volunteers to start fundraising anytime, anywhere.
• Easy Campaign Management - Track and manage donations through your personalised Charity Dashboard.
• Connect with - JustGiving.

It's an ideal solution for charities that may not have the budget for physical donation devices but still want to offer contactless donations.

When used alongside our contactless donation devices, Toucan JustGiving helps expand a charity's reach without incurring additional hardware costs. This app allows every team member and volunteer to transform their mobile phone into a fundraising tool, increasing the potential to raise more for your cause.

Android:

Tap to Pay on Android is supported on devices running Android 11 or above.

iOS:

Tap to Pay on iPhone requires an iPhone XS or later, running iOS 17.4 or later, in the United Kingdom. Please note, Tap to Pay will not work on beta releases of iOS. We recommend that all users of Toucan JustGiving update their devices to the latest version of iOS or Android for optimal performance. However, we are not responsible for any malfunctions that may occur due to updating your mobile devices to the latest operating system.

Signing up for Toucan JustGiving is easy! Simply visit our Toucan JustGiving page and complete the straightforward registration process.

We have a full user guide available here.

Toucan JustGiving seamlessly integrates with JustGiving. During sign-up, simply select your charity from the dropdown list and we'll connect your Toucan account directly to your charity's existing JustGiving account. Getting started with JustGiving through Toucan couldn't be easier.

For a full step-by-step guide on how to use the Toucan JustGiving app, head over to our guide.

To scan Toucan JustGiving QR codes, make sure to do so within the Toucan JustGiving app. Do not use your phone's camera app. For the QR code to be recognised, it must be scanned directly from within the Toucan JustGiving app.

For full instructions on how to use the Toucan JustGiving portal to generate campaigns, please refer to our user guide.

This guide includes how to generate campaigns, edit campaigns, brand campaigns as well as managing active users of Toucan JustGiving.

After a donor has donated, they are presented with a QR code which they can scan to Gift Aid their donation and/or download a copy of their receipt.

• For technical support with the Toucan JustGiving app, please contact cs@toucangiving.com.
• If you would like to speak to someone about your Toucan Giving account, please contact cs@toucangiving.com.
• For questions regarding your JustGiving account, donations, or settlements to your organisation, please contact JustGiving directly at help@justgiving.com.

The Toucan JustGiving mobile app allows anyone to collect contactless donations using their smartphone.

With our free built-in JustGiving Search feature, you can quickly find and connect to any JustGiving Campaign, Fundraiser, or Charity page, making it easy to start collecting donations in minutes.

1. Download the App - Download the Toucan JustGiving app from the iOS or Android app store.
2. Create an Account - Register for a fundraiser account within the app.
3. Search for Your Page - Use the in-app search to find and connect your JustGiving fundraiser, campaign, or charity page.
4. Start Collecting Donations - Once linked, you can immediately start collecting donations for your cause!

First, check that the name you're searching for is spelled correctly. Toucan JustGiving pulls information directly from JustGiving, so spelling errors may prevent your page from appearing in search results.

If you still can't find your page, please contact help@justgiving.com to confirm that your page is active and correctly listed.

Please note: Toucan JustGiving does not support JustGiving Crowdfunding pages.

Toucan JustGiving is available on compatible smartphones only. It is not supported on desktops, laptops, iPads, or other tablets.

• Android - Tap to Pay is supported on Android devices running Android 11 or later.
• iPhone (iOS) - Requires an iPhone XR or newer, running iOS 18.0.1 or later. Tap to Pay is not supported on beta versions of iOS.

For the best experience, keep your device updated to the latest stable operating system version. Toucan Giving cannot be held responsible for issues caused by operating system updates or changes to device compatibility.

Charities receive 100% of every donation made through the free Toucan JustGiving Search feature. We do not charge any transaction fees.

Donors have the option to leave a voluntary contribution to help keep the app free and support more charities.

The Fair Use Policy helps protect both donors and the long-term sustainability of the free JustGiving search feature.

Charity staff, fundraisers, and volunteers must never encourage or discourage donors from making a voluntary contribution. Donors should always be free to make their own choice without influence.

Voluntary contributions help fund the free search feature, so the Fair Use Policy allows Toucan Giving to suspend users where the Contribution Model is intentionally undermined or misused.

These optional contributions enable us to continue providing the free search feature to you or your charity and many others, helping the programme grow and support the sector for years to come.

Donations made through Toucan JustGiving's free search feature are processed and paid directly by JustGiving.

JustGiving sends payments to charities on a weekly basis.

Yes. After completing a donation, donors are shown a QR code that they can scan to:

• Add Gift Aid to their donation (where eligible)
• Download a copy of their donation receipt

Yes. Donations made through the Toucan JustGiving app will automatically appear on your JustGiving Impact Page.

Toucan sends donation files to JustGiving daily. Your Campaign, Fundraiser, or Charity page will be updated with Toucan JustGiving donations by 12:00 pm the following day.

Charities can identify donations made through the app in their JustGiving reports using the following fields:

• Product Source - Liberty Pay Tap to Donate (the payment source name will soon be updated to Toucan Giving)
• Payment Type - Contactless
• Third Party Reference - {transactionID}

The report will also include the relevant Fundraising Page details and JustGiving Campaign Page title alongside the donation information.

Please note: Charities on the JustGiving Start plan are unable to report on donations received through the Toucan JustGiving app.

If you're experiencing issues with the app, please try the following steps:

1. Check your mobile data or Wi-Fi connection.
2. Close and reopen the app.
3. Restart your phone and try again.

If the issue persists, you can report it using the in-app support option, or by emailing cs@toucangiving.com.

Toucan's Cash Depositing Service is a solution for managing cash donations, making it easy for charities and fundraisers to collect and bank physical contributions. Available as an optional feature within the Toucan Collect and Toucan JustGiving mobile app, it integrates with major UK retail networks, including PayPoint, Payzone and the Post Office.

• Extensive Coverage - Deposit donations at over 60,000 locations across the UK.
• Flexible Deposit Options - Cash notes and coins are accepted, allowing exact amounts to be deposited. Post Office locations also accept cheques.
• High Deposit Limits - Deposit up to £999 per transaction at Post Office and Payzone locations, and up to £200 at PayPoint locations.
• Multiple Daily Deposits - Make more than one deposit on the same day.
• Simple and Secure - Generate a unique barcode in the app to complete deposits quickly and securely.

Step 1: Complete the Onboarding Form

Complete the onboarding form via the Toucan Collect or Toucan JustGiving web page using your charity's details.

As part of the onboarding you will be asked if you wish to add the Cash Depositing Service. Select Yes.

Please note:

To enable Cash Depositing, you'll also need at the point of onboarding:

• A copy of your charity's bank statement showing the account where donations will be paid (dated within the last 6 months).
• Proof of identity and proof of address for one trustee: Passport or Driving Licence, and a utility bill dated within the last 6 months.

Once submitted, your application will be processed and registered with our retail network partners. Please allow up to 5 working days for approval.

The Cash Depositing Service is available through the Toucan Collect and Toucan JustGiving apps, which can be downloaded from the Apple App Store and Google Play.

While Cash Depositing can be used as a standalone service, signing up for the full Toucan Collect or Toucan JustGiving solution also enables your organisation to accept contactless donations alongside cash deposits.

Cash donations are settled into your charity's bank account on a T+10 basis (10 days after the transaction date).

Although funds are paid out on T+10, all deposits are visible in your Toucan Dashboard as soon as they are made, providing full transparency and tracking.

The service operates on a simple pay-as-you-go pricing model.

For full pricing details, please download our Pricing Brochure.

Yes. We recommend counting your cash before visiting a deposit location.

For the quickest and smoothest experience, sort and bag your cash by denomination. This helps you verify the total amount and enables the teller to process your deposit more efficiently.

Yes. We strongly recommend taking a photo of your receipt and uploading it in the app after each deposit.

The app will prompt you to do this, helping maintain an accurate audit trail and simplifying reconciliation.

Please also retain the original paper receipt in line with your charity's record-keeping procedures.

This is expected.

Receipts issued by the Post Office and Payzone display Toucan Cash in the header. However, PayPoint receipts display allPay due to PayPoint's receipt formatting requirements.

Although the branding differs, the deposit has been processed correctly through the Toucan Collect or Toucan JustGiving - Cash Depositing Service.

Yes.

To support clear and accurate reconciliation, any applicable service fees are invoiced separately. This means that 100% of the funds deposited through the cash network are paid directly into the charity's bank account.

If you're having issues with your contactless device, here are a few steps you can take to troubleshoot.

• Consult User Guides - Check the device user guides available online. These guides typically cover a wide range of common problems and offer solutions.
• Watch How-To Videos - There are helpful instructional videos that might walk you through the process of setting up or troubleshooting the device.
• Contact Support - If you're unable to resolve the issue, you can reach out to customer support: Email: cs@toucangiving.com

We will be able to assist you with more specific troubleshooting steps based on the issue you're facing.

Check your connection and refresh the page. If the issue still persists, take a note of the error code and contact cs@toucangiving.com who will look into this for you.

If you're having issues with one of our apps, here are a few steps you can take to troubleshoot.

• Check your mobile data connection or Wi-Fi.
• Consult User Guides: Check the app user guides available online or within the app itself.
• Close the app down, check for updates and reload.
• Contact Support: If you're unable to resolve the issue, you can reach out to customer support: Email: cs@toucangiving.com

Yes, if your business is already associated with a specific charity, or if there's a particular charity you'd like to support, simply provide their Charities Trust ID or JustGiving Cause ID, and Toucan Giving will set up your sponsorship.

Yes, you can sponsor multiple charities. Contact us to discuss your requirements.

Your business can sponsor any a wide range of contactless devices, contact one of our team to discuss your options.

Once your account is set up, you will be given access to the Sponsor Portal. This portal allows you to monitor your device's performance, check donation totals, and view other metrics like device dormancy and failed transactions.

You can track how much your sponsored device is raising through the Sponsor Portal. The portal allows you to see donations, print fundraising certificates, and download reports for CSR or PR purposes.

To print your fundraising certificate, log into the Sponsor Portal. From there, select your sponsor's name, charity, and date range to generate your personalised certificate.

If you need help or have questions, you can contact customer service by emailing cs@toucangiving.com

Our Free Device offer is available exclusively online through the Toucan Giving Online Shop. Charities can self-serve and place an order directly via our website.

• Visit the Toucan Giving Online Shop
• Create an account, or log in if you’re an existing customer
• Register your charity details
• Select the FREE Attended Device and complete your order

Once your order is placed, our team will take care of the rest and keep you updated every step of the way.

Yes - the Free Device is genuinely free.

• Rental fees
• Setup fees
• SIM fees
• Delivery fees

The only charge outlined in the Terms & Conditions is a Terminal Refurbishment Fee of £85.00 + VAT, which applies to all customers and is payable once the device has been returned at the end of its use.

Transaction fees are separate from the provision of the hardware. These are charged by your merchant account provider.

The Free Device is available exclusively for use with a JustGiving account.

JustGiving applies a flat 5% processing fee per donation:

• JustGiving deducts this fee automatically
• The remaining 95% of each donation is settled directly into your charity’s bank account

Toucan Giving does not apply any additional transaction fees on the Free Device.

The Toucan Giving service is free for your organisation to use, however you may still receive a monthly invoice from Toucan Giving. This will happen where the Contributions made by donors towards the Toucan Giving technology have been settled to your charity’s bank account by your payment provider (acquirer).

• The contributions will be separately detailed in your Toucan Giving portal account
• Toucan Giving invoices 95% of the voluntary contributions that were settled into your account during the previous month.
• Payment is collected monthly in arrears via Direct Debit.

It’s important to note that these voluntary contributions are not donations to your charity. They are contributions intended to support Toucan Giving and allow the platform to continue operating and providing its service to charities free of charge.

No. Donation amounts on the Free Device are fixed at £5, £10, £15, £20, and “Choose Amount”. These amounts cannot be amended by the charity.

From time to time, Toucan Giving may review and update these amounts. Any changes would apply consistently across all Free Devices operating on the Contribution Model.

Yes! Gift Aid is switched on by default to help your donations go further, but you can easily turn it off at any time through the device’s settings menu.

Our Free Device operates on a Contribution Model.

This means that, at the point of donation, supporters are invited to make an optional voluntary contribution to help support Toucan Giving’s free device programme.

• This contribution is never taken from the donation itself
• Donors are always free to contribute or not with no pressure either way

The Fair Use Policy exists to protect both donors and the sustainability of the Free Device programme.

Charity staff, fundraisers, and volunteers must not encourage or discourage donors from making (or opting out of) a voluntary contribution. Donors should always be free to decide without influence.

Because voluntary contributions make the Free Device possible, the Fair Use Policy allows Toucan Giving to recover a device where the Contribution Model is being deliberately undermined or misused.

No. The Free Device is available exclusively on the Contribution Model.

If you would prefer donors not to be asked to make a voluntary contribution, you’re very welcome to switch at any time to one of Toucan Giving’s standard paid service agreements, which offer greater flexibility.

Yes! You can personalise your Free Device with your charity’s logo and branding, helping supporters clearly recognise and connect with your cause.

No. Unlike our paid-for devices, the Free Device does not allow you to create or switch between multiple campaigns.

No. The Free Device is for attended, face-to-face use only.

No. The Free Device can only be used within the United Kingdom and processes donations in GBP only.

No. If you currently have a paid-for device under contract, that agreement will continue as agreed.

However, charities with existing contracts are welcome to redeem a Free Device in addition to their paid-for devices, should they wish to use both alongside one another.

At the end of your 12-month term, you may choose to:

• Continue using the Free Device on the Contribution Model on a rolling agreement
• Return the device in line with your agreement
• Return the device and switch to a paid-for device

Yes - absolutely. If you decide at any point that you’d like to move to one of our paid-for services, please contact our Customer Services team at cs@toucangiving.com, who will be happy to help.