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My supporter can’t find their transaction or subscription

Supporters can send you payments on Ko-fi without creating an account. But if they do set one up, it’s easier for them to track payments and manage memberships in one place.

If a supporter says they’ve signed up but can’t see their payment or subscription, this guide can help you understand why and what they can do to fix it.

 

Checking their email

We send a confirmation email for every one-time payment and the first payment of a membership.

If the supporter wasn’t logged in when they paid, they’ll also get an email prompting them to link the payment or membership to their Ko-fi account. It’ll come from ko-fi@ko-fi.com, with a subject like:

  • Your Ko-fi receipt for supporting [Creator]
  • Don’t miss your rewards from [Creator]
  • You joined [membership]!
link-donation.png

They can tap “Confirm your guest purchase” to either log in or create a Ko-fi account.

Once that’s done, they’ll be able to view their payment from the Payments & Orders tab. To manage their membership, they can visit Account & Billing.

  Note

Payments can only be linked to the email entered at checkout. If the supporter creates an account with a different email, the payment won’t appear.

 

My supporter didn’t get an email

Sometimes emails end up in the wrong place or don’t arrive at all. Here’s what supporters can try:

  • Check spam, junk, or promotions folders.
  • Search inboxes for “Ko-fi” or your display name.
  • Add ko-fi@ko-fi.com to their contacts to prevent missing future emails.

If they still can’t find it, it’s worth confirming that their payment was successful by checking your Payments & Orders. Failed payments can sometimes appear as pending on a bank statement.

If they need help, they can contact us with the following:

  1. Your Ko-fi page link (e.g. ko-fi.com/yourname)
  2. The display name they entered at checkout
  3. The email they used at checkout
  4. The email of their Ko-fi account
  5. The payment date and amount

We’ll do our best to get things connected.

 

My supporter’s link expired

For security, links to connect guest payments are only valid for 72 hours. After that, they’ll see an error like this:

expired-link.png

We can help them connect their payment on our end. Just ask them to contact us with:

  1. Your Ko-fi page link (e.g. ko-fi.com/yourname)
  2. The display name they used
  3. The email they entered at checkout
  4. The email of their Ko-fi account
  5. The payment date and amount

  Note

Since Ko-fi doesn’t process payments directly, we can’t track down payments using card details or PayPal transaction IDs.

 

Can my supporter cancel their subscription without an account?

Ko-fi is a direct payment platform. That means payments go straight from the supporter’s payment method to you. If they didn’t link their subscription to a Ko-fi account, they won’t be able to cancel it through Ko-fi.

  • For PayPal subscriptions, they can cancel directly via their PayPal Automatic Payments by following this guide.
  • For card subscriptions, they must first link the subscription to a Ko-fi account. Once linked, they can follow the steps here.

 

Can I cancel the subscription for a supporter?

You can cancel the subscription for a supporter if their subscription is tied to a Ko-fi account.

To cancel a subscription, follow our guide here.

 

Can Ko-fi cancel the subscription for a supporter?

We can’t cancel a subscription on their behalf, but we can help them link it to their Ko-fi account. That way, they’ll be able to manage it themselves.

They’ll just need to get in touch with us and include:

  1. Your Ko-fi page link (e.g. ko-fi.com/yourname)
  2. The display name they entered
  3. The email they used at checkout
  4. The email of their Ko-fi account
  5. The payment date and amount

 

We're here if you need us. Feel free to send any questions our way. 💌