Accessing content FAQ

As a creator, it's important to ensure that your supporters can access your content without any issues. Below, you'll find answers to some of the most common questions your supporters might have when trying to access your exclusive content or digital items.

How do supporters access supporter-only content?

You may offer exclusive content just for your supporters, such as images and posts. This content might be available to monthly recurring supporters or members of a specific tier.

To help your supporters access this content:

• Ensure they have a Ko-fi account: Supporters need a Ko-fi account to unlock exclusive content, even if they pay as a guest. While they can complete the payment without an account, they’ll need one to view content linked to your page.

• Linking a payment to their Ko-fi account: If a supporter made a payment as a guest, they should check their emails from Ko-fi with the subject line "You supported [Creator] on Ko-fi." This email will show who they supported and what they bought, with instructions on how to link their purchase to a Ko-fi account.

After linking their transaction or creating an account, they’ll be able to access the content hassle-free. If their link has expired, point them to our guide here.

My supporter paid, but can’t access supporter-only content

If a supporter has paid successfully but can't access your supporter-only content:

1. Ask them to check if they’ve linked their Ko-fi account to the payment.
2. If they’re still having trouble, suggest that they refer to this article here.

My supporter paid, but can’t access digital items

If your supporters purchase digital items from your shop, they should be redirected to a page where they can download their items. A confirmation email will also be sent to them with a link to the download page. If they don't see this page or email, ask them to:

• Check if the payment was successful. Sometimes, payments may appear on their bank statement but have not been processed correctly. Pending payments should disappear from their statement within a few business days.
• Confirm the email address they entered at checkout. A typo may be the cause of not receiving the items. If the wrong email was entered, Ko-fi support can help.
• Ask them to look for the confirmation email in their Spam/Junk folder.

If they still haven't received the items after these checks, encourage them to contact Ko-fi Support with their payment details and your Ko-fi page link.

My supporter has a question about their commission or item

If a supporter is waiting for a commission or item that they’ve purchased, encourage them to follow these steps:

1. Check the details of their purchase in their Payment History to confirm if there was an agreed date or estimate for delivery. 

2. If they’re due their commission or item, have them contact you via your preferred communication method, and through Ko-fi direct message. To send you a message on Ko-fi, they can visit your page and click “Send a Message.”

    

   

3. If they don’t hear back from you after a reasonable amount of time (e.g., 7 days), they may start a claim with their card payment provider or raise a dispute with PayPal.

For more information, check out our help article here.

A creator’s page is redirecting me to the Ko-fi home page

If a supporter tries to access your page and ends up redirected to the Ko-fi homepage or sees a message saying "Sorry! The page you are looking for has been removed," this could mean:

• The page has been deleted: In this case, there’s nothing you can do on Ko-fi’s side, but they can try contacting you through your other social channels.
• The page is under review: If a page is under review for security or other reasons, it may not be publicly listed. You can help by assuring your supporter that the review should take up to 7 days and offering a temporary solution, like cancelling their subscription if necessary.
• They are using the wrong URL: Encourage supporters to follow direct links, rather than entering manually and make sure you’ve updated any links if you make any changes.

If you see any other issues, like a page break error, please contact Ko-fi Support.

A supporter can’t remember which email they used or which creator they purchased from

If a supporter can't remember which email they used or which creator they supported, they can try searching their inboxes for emails from "Ko-fi.” 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 they still haven't received the items after these checks, encourage them to contact Ko-fi Support with their payment details and your Ko-fi page link.

My supporter lost their Discord role, how can they get it back?

If your supporter has lost their Discord role linked to their Ko-fi membership, they may need help getting it back:

• One-time payment Discord roles: These roles typically can’t be reassigned automatically by Ko-fi. They might need to make another payment or contact you to manually reassign the role.

• Recurring payment Discord roles: Monthly supporters or tier members can try disconnecting and reconnecting their Discord account in the Discord tab. If this doesn’t work, you may need to ensure they’re using the same Discord account as before, and their subscription is still active.

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

    

If they still have trouble, advise them to contact Ko-fi Support.

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. 💌