Accessing content FAQ

Whether you're new to Ko-fi or a longtime supporter, we’re here to help you access your content smoothly. Below, you’ll find answers to some of the most common questions supporters have when accessing content on Ko-fi.

How to access supporter-only content

Creators may offer exclusive content just for supporters, such as images and posts. This content might be available to recent one-off supporters, monthly recurring supporters, or members of a specific tier.

To access this content, you’ll need a Ko-fi account and make a payment. While you can pay without an account, creating one is necessary for unlocking exclusive content.

If you made a payment as a guest, check your email for a message from Ko-fi. The subject line is usually “You supported [Creator] on Ko-fi.” This email will show who you supported and what you bought. It also explains how to link your purchase to a new or existing Ko-fi account.

After linking your transaction or creating an account, you’ll be able to access the content hassle-free. If your link has expired, follow the guide here.

I’ve paid, but I can’t access my content

If you’ve paid successfully and can’t access your content, check out our help article covering common issues.

I haven’t received my commission or item

1. Find the details of your purchase through your Payment History and review the terms of your purchase.

   Check these details:

   • If there was an agreed date or estimate for receiving your commission or item.

   If you’re due your commission or item, or want to know when you’ll receive it, reach out to the creator.

2. Message them through their preferred method (if agreed when you made the purchase) and through Ko-fi direct message.

3. To send a direct message, go to the creator's page (under their profile pic) and click "Send a Message.”

   

4. If you haven’t heard back from the creator after trying multiple ways to contact them, and it’s been at least 7 days, you can dispute your payment. Start a claim with your card payment provider or raise a dispute with PayPal.

If you have any questions, please get in touch with the details of your purchase and when you messaged the Creator.

A creator’s page is redirecting me to the Explore page

If you try to navigate to a creator’s page and instead end up on the explore page, here’s a couple of reasons why:

• See a warning:

  • If you see “Sorry! The page you are looking for has been removed,” the page might have been deleted or removed.

  • You can try contacting the creator using other social channels. We can’t provide details on why a page has been deleted.

    

• Directed to the explore page:

  • If you’re re-directed to the explore page without a warning, the page might be under review and not publicly listed.
  • This usually happens to verify information or content to keep Ko-fi secure for everyone. Reviews typically take up to 7 days.
  • We’re unable to provide specific details on why a page is under review.
  • You can cancel your subscription if you have one.

If you see any other issues, like a page break error, please reach out to us.

I can’t remember which email I used or which creator I purchased from

Don’t worry! You might find t he email you used by searching for "Ko-fi" in your inboxes. Search for emails from ko-fi@ko-fi.com or hello@ko-fi.com, then look for an email titled “You supported Creator on Ko-fi”.

Also, check your spam, junk folders or social folder in case the email was directed there.

If you still can’t find it, don’t hesitate to reach out to us with any email addresses you usually use and a link to the creator’s page.

I lost my Discord role, how can I get it back?

If you’ve left a Discord server or removed your role, Ko-fi bot usually respects that decision and won’t re-add you or regrant roles if you join the Discord server again.

Ko-fi offers two types of payments that can be linked to a Discord role, which affects whether you can get the role back:

• One-time payment Discord roles: These usually can’t be reassigned by Ko-fi. You might need to pay again or contact the creator to have your role assigned back to you. You can contact a creator by following step 3 in the guide above.

• Recurring payment Discord roles: Monthly supporters or tier members can try disconnecting and reconnecting their Discord account in the Discord tab.

  • To reconnect, click “Connected” to disconnect, and then “Connect” to reconnect again.

    

• The role should then be reassigned. If it isn’t, make sure you’re using the same Discord account as before and that your subscription is still active.

For more troubleshooting on joining a Discord server, please refer to our help article here.

We're here if you need us. Feel free to submit a request. 💌