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 and 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 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 is currently integrated with Stripe and JustGiving. 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.

If you have a JustGiving account during sign-up you simply search for your Charity in our drop down and we'll link directly to your Charities account. Signing up with JustGiving couldn't be easier!

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

Yes you can link Toucan Collect to both Stripe and JustGiving. When signing up for Toucan Collect please choose one integrator i.e. JustGiving or Stripe. Once you have completed your application, you will be able to add a second integrator in your online account.

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 Cash: Simplifying Cash Donation Management for Charities

Toucan Cash is a specialised solution for managing cash donations, allowing charities and fundraisers to easily handle physical contributions. Available as a standalone service or integrated with Toucan Collect, it works seamlessly with major retail networks such as PayPoint, Payzone and the Post Office.

• Largest Cash Network - Deposit donations at over 60,000 conveniently located stores across the UK.
• Flexible Pay-in Options - Both cash notes and coins are accepted, allowing for exact amounts to be deposited. Post Office locations also accept cheques.
• High Deposit Limits - Deposit up to £999 at Post Office and Payzone locations, and up to £200 at PayPoint outlets.
• Multiple Deposits - Make multiple deposits on the same day.
• Simple & Secure - Easily deposit funds by generating a unique barcode from the Toucan Collect app, ensuring a smooth and secure process for both cash and digital contributions.

To sign up for Toucan Cash please head to our Toucan Cash page where you can sign up for the service online.

Toucan Cash is available through the Toucan Collect app, which you can download from the Apple App Store or Google Play. While Toucan Cash can be used as a standalone feature, signing up for the full Toucan Collect service gives your organisation the means to collect contactless donations as well as banking cash donations via the retail networks.

Cash donations are settled into your charity's bank account on T+10 (transaction day plus 10 days). Although physical settlements occur on T+10, you'll have full visibility of all cash deposits in your Toucan Dashboard from the moment they're made.

For full details on Toucan Cash pricing, please download our Pricing Brochure.

Yes, we recommend counting your cash before you deposit it. For a smoother and faster experience, please sort and bag it by denomination. This helps you keep track of your total and makes it easier for the teller to verify and process your deposit quickly.

Yes, we highly 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 you keep a clear and accurate record. Please also keep the original paper receipt and follow your charity’s usual process for storing important documentation.

This is correct. Receipts from the Post Office and Payzone will show Toucan Cash in the header. However, PayPoint receipts will show allPay—this is expected and cannot be changed, as we’re unable to update the receipt text for PayPoint deposits.

Yes, that is correct. To support accurate reconciliation, all fees will be invoiced separately. This ensures that 100% of the funds deposited into the cash network are passed directly to the charity’s bank account.

At the moment, the Toucan Donate app is only available on the mobile app.

Our icons and their meanings.

You can view your giving portfolio from the Home or Portfolio tabs.

To remove a charity from your giving portfolio, tap the X in the top right hand corner of that charity's tile.

To add a charity, (assuming you don't already have three charities in your portfolio), you'll see an Add new icon. Tapping that will take you to the Discover tab where you can find a new charity to support or you can add one directly from your Favourites list.

Changing the charities in your giving portfolio won't affect your monthly donation. The amount you've chosen to give will simply be split evenly between whichever charities you have in your giving portfolio in any given month.

You can now make single one off donations to any charity by tapping on the Donate Now icon.

You can discover charities near you by heading to the Discover tab and scrolling down to Charities near you.

Share your location with Toucan Donate and the app will find charities near you anywhere from up to five or 75 miles.

Head to the Discover tab and from here, there are four ways you can discover charities. They are:

• Search - Use the search bar to look for specific charities via name or charity number or cause, location and pretty much anything else relevant to what you're looking for.
• Browse by cause - Every charity falls under at least one cause such as animals or education. Tap the tiles in the app to discover charities that support the causes you care about.
• Charities near you - If you're looking to support charities near you, you can share your location and find charities within a certain distance. This ranges from up to five miles to 75 miles.
• Charities you might like - Once you've started browsing, we'll present you with some charities we think you might like based on your favourites, portfolio and chosen causes.

You can start setting up your giving portfolio from either the Home, Discover or Portfolio tabs at the bottom of the main app screen.

Wherever you start though, you'll end up in the Discover tab. From here you can discover charities by:

• Using the search bar
• Filtering by cause
• Sharing your location to find nearby charities
• Selecting a recommended charity we think you might like

When you see a charity you like, you can add them to your favourites by tapping the star icon. You can find your favourites in the Portfolio tab and can add as many as you want.

Alternatively, you can add a charity straight to your giving portfolio by tapping the Add to Portfolio icon. This is also how you add a charity to your portfolio from your favourites.

You can add up to three charities to your portfolio.

To set up your monthly donation, tap Set up monthly donation and follow the instructions.

If you portfolio is full you can also make single one off donations by tapping on the Donate Now icon.

You can have up to three charities in your portfolio.

If you portfolio is full you can also make single one off donations by tapping on the Donate Now icon.

Currently, charities can only be listed in the app if they are registered with Charities Trust. If the charity you want to support isn't listed please contact us and we'll try and get them added.

Spotlight funds are groups of three charities whose work is focused in a specific cause area like climate change or elderly care or animal welfare. They're created by us, public figures and businesses.

You can make one-off donations to spotlight funds on our website or by adding the charities to your giving portfolio in the app. They are currently only available online but will soon be in the app too.

If you have an idea for an spotlight fund, please let us know.

These are common terms used in the UK charity sector to group charities based on their annual income. We've used these terms to help you filter charities based on their size.

You can add as many charities as you like to your favourites. This is just a list of any charity you like the look of and think you may want to add to your giving portfolio. You add charities to your favourites by tapping the star icon.

Your giving portfolio contains the charities you're donating to each month. You can select up to three and your monthly donation will be split evenly between them. You add charities to your giving portfolio by tapping the three bars icon.

You can also make one off donations to any charity including the ones in your Favourites list by tapping on the Charity and then tapping on the Donate Now icon.

You can change your donation whenever you want, right up until 11:59pm the day before your next one is due.

Go to the Portfolio tab and tap Change in the centre of your monthly donation. This can also be done from the giving portfolio in the Home tab.

Donations are capped at £50.00 per charity. This means if you have x3 charities in your portfolio you can donate up to £50.00 per charity totalling £150.00 per month.

Head to the Portfolio tab and tap Export donations to PDF to download your donation history as a PDF.

Alternatively, tap View & export donation history to view and download your donation history as a CSV. You can also do this from your settings.

None of the money donated to charities by Toucan Donate users ever passes through a Toucan Giving bank account. Donations are processed and disbursed to your chosen charities via Stripe and Charities Trust.

Stripe is Europe's largest payment processing platform and we use it to acquire and process donations. Stripe is regulated by the Financial Conduct Authority (FCA) and has an 'e-money license'.

Your donations then arrive with Charities Trust, a charity disbursement specialist regulated by HMRC, the Charity Commission and the Gambling Commission.

Charities Trust sends your donations to your chosen charities.

You can pause your donation by heading to your settings. These can be found by tapping your initial in the top right corner of the screen.

Scroll down to find Pause monthly donation.

We'll ask you when you'd like us to remind you to restart your donations but you can do this at any time.

If you've paused your donation, you can easily restart it by heading to the giving portfolio in your Home tab and tap Restart donations. This can also be done from your settings.

The processing of Gift Aid is entirely out of our hands and is paid out separately to your original donation.

It can take up to eight weeks for charities to receive Gift Aid.

It will take around 14 days for your charities to receive your money.

This does not include Gift Aid, which can take a lot longer.

Toucan Donate fees cover the cost of the platform; the card processing fees and the settlement costs for your donations to reach the charity via our partner Charities Trust.

Charities currently receive 100% of your donations where you use a UK Domestic card for payment. If your donation is made using a Commercial or International card then the cost of processing that transaction is more expensive. In this scenario the charity will receive slightly less than 100% of the donation to cover the cost of processing.

Our transaction processing fees are fixed at 6.5% plus £0.30p. You can also choose to use our free model which takes the fees from the donation amount that you select. If you select for the Charity to pay, they will receive the value of your donation less the Toucan Donate Fees. Our default is to add fees to the donation, but you can change this to the 'Toucan fees' option in the Settings menu.

Gift Aid is a UK government initiative which allows charities to claim back the tax you paid on the money you earned to make your donation.

If you're a UK taxpayer, Gift Aid effectively allows you to boost your donation to a charity by 25% at no extra cost to you. Gift Aid is reclaimed by Charities Trust (Toucan's charity disbursement partner) from tax you pay for the current year and passed onto your chosen charities.

If you are a higher rate tax payer, you can offset the remainder of the tax you paid against your annual tax bill. To qualify for Gift Aid, you need to be paying more tax than the Gift Aid you've added.

Although we try to be as specific as possible with donation dates delays in the banking system sometimes cause donations to leave your bank account a day or two later than expected.

This is because we donate to your chosen charities on your behalf.

There are two main reasons for this:

• You will have paid fees on top of your donation, these aren't included in your impact statement as they don't go to the charity.
• You may have added Gift Aid. This boosts your donation by 25% at no extra cost to you, but that extra 25% appears on your impact statement as the charities received the money.

We believe that £3 is both a meaningful amount for a charity to receive and an affordable figure for most that want to give.

Toucan Donate is a product of Toucan Giving. Toucan Giving is a PAYA Group brand operated by LibertyPay Limited, (company registration number 09766054) registered office address: 1 Westleigh Office Park, Scirocco Close, Moulton Park, Northampton, NN3 6BW

We use Stripe - Europe's largest payment processing platform - to acquire and process donations. Stripe is regulated by the Financial Conduct Authority (FCA) and has an 'e-money licence'. We use Charities Trust - a charity disbursement specialist - to send donations to your chosen charities. Charities Trust is regulated by HMRC, the Charity Commission and the Gambling Commission.

Toucan Donate follows strict GDPR regulations around your personal data and how it's used will always be up to you.

Your data is never shared with the charities or any other third parties.

Toucan Donate is a product of Toucan Giving. Toucan Giving is a PAYA Group brand operated by LibertyPay Limited. PAYA Group is registered with ICO.

Currently, charities can only be listed in the Toucan Donate app if they are registered with Charities Trust.

If the charity you wish to support is not currently listed, please contact us and we'll see if we can help.

Charities don't need to sign up to be listed in the Toucan Donate app. They just need to be registered with the Charity Commission of England & Wales and Charities Trust. If they're registered with both these organisations, they'll automatically feature in Toucan Donate.

If a charity is registered with the Charity Commission but not with Charities Trust, then they will need to sign up with Charities Trust. We can help them with this process.

Please note that Toucan Donate uses public resources to pull in charity information, for example Charity Base. Toucan Donate is not responsible for this data and should any information be incorrect on those public resources, the charity themselves must correct this with the relevant organisation. Please contact us if you see any incorrect information and we should be able to help you identify the source.

If you want your charity removed from Toucan Donate, please get in touch and we'll remove it.

We're always looking to work with charities directly. If you're interested in becoming a featured charity please get in touch.

The charities involved in spotlight funds are currently chosen by either us or the creator of a fund. If you'd like to be involved or create a spotlight fund, please get in touch.

Toucan Donate helps people discover charities and set up regular, flexible donations.

Users choose up to three charities for their giving portfolio and a monthly donation is then split between those charities. Charities continue to receive that amount until a user changes the donation amount or the charities in their portfolio, pauses their donation or closes their account.

Donations are made from Toucan Donate to Charities Trust who distribute them to our users' - we call them Toucaneers - chosen charities. This donation will appear as from Charities Trust on your charity bank statement.

With Toucan Donate, charities will always get 100% of donations and it counts as unrestricted income.

You can easily see your Charities Trust donation total by clicking here.

Charities registered with Charities Trust are not automatically enrolled in the charity statement service so you will need to sign up if you haven't. This is totally free.

There are none. We don't believe in charging charities to receive donations.

Currently, charities can only be listed in the Toucan Donate app if they are registered with Charities Trust.

If your charity is not currently registered with Charities Trust but would like to register in order to appear on the Toucan Donate App, please sign up with Charities Trust.

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@paya.group

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@paya.group 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@paya.group

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@paya.group