Help and support
How can we help?
Ask it the way you would say it to somebody. If we do not have the answer, we write down what you asked and go and find it.
Step-by-step guides
Every screen, one at a time, with a real picture of it and a short, simple explanation. No computer knowledge needed, and every guide can be printed for training volunteers.
New here? Start here
What HelpLift is, who it is for, and how it all fits together.
- Chapter 1 · 11 pagesGiver (Resource)For anyone who wants to give: money, goods, a service, or their time.
- Chapter 2 · 16 pagesOrganisation AdminFor the person in charge of a non-profit's HelpLift account: staff, money and the public profile.
- Chapter 3 · 5 pagesOrganisation Staff MemberFor someone who does the day-to-day work: capturing the people being helped, their needs, and the help that arrives.
- Chapter 4 · 5 pagesSuper AdminFor the HelpLift team: check that every organisation is real, and keep the platform honest and safe.
Short answers
The questions people actually ask, each with its own page you can send to someone on WhatsApp.
Getting in and getting back in
Signing up, the email with the link, passwords, and logging out.
- Am I an organisation or a Resource?
- Can I ask an organisation for something directly?
- The email with my link has not arrived
- I clicked my link and it says it does not work
- I signed up on my phone and opened the email on my computer
- I cannot remember my password
- How do I change my password
- Where do I log out
- How do I change my phone number or my email address
- I pressed sign up more than once
- I chose the wrong one when I signed up
Giving something
How to help, and what happens after you do.
- How do I actually give something?
- Where do I see what I have given?
- I have something useful but nobody has asked for it
- Can our organisation donate an item to another organisation?
- Can I cancel something I said I would give?
- Someone offered something on WhatsApp. Can I list it quickly?
- Where can I see what HelpLift has achieved?
Money and fees
Who holds it, who takes what, and when it moves.
- Does HelpLift hold my money at any point?
- How much does HelpLift keep from what I give?
- Can I get my money back?
- What happens to my money if the need is cancelled after I paid?
- Something went wrong with my payment. What now?
- When does the organisation actually get the money?
- Why can I not choose Cash when I give?
Proof that help arrived
How HelpLift knows something actually reached the person.
Tax, registration & B-BBEE
NPO, NPC, PBO, Section 18A, B-BBEE — what each one actually means, and what it entitles you to.
- What's the difference between an NPO, an NPC and a trust?
- What is a PBO, and how is it different from an NPO?
- Does being a PBO mean we can issue Section 18A certificates?
- How do I claim what I gave on my tax?
- Why can I not get a tax certificate for work I did for free?
- What does 'tax deductible' mean on a need?
- What does the B-BBEE line on a need mean?
- Is HelpLift itself a PBO? Where does it fit into all this?
Privacy and your name
Who sees what, and what is never shown.
Organisations
Getting approved, running the account, and being suspended.
- What does it mean that an organisation is verified?
- How long does it take before my organisation is approved?
- Can two organisations help the same person?
- What happens if an organisation is suspended?
- How do I find an organisation that does a specific thing?
- How do we show what our organisation actually does?
- How do I put up a need?
- A need came in on WhatsApp. What is the quickest way to put it up?
- How do I add someone from our organisation?
- Why can we only have three admins?
- What is an affiliation between two organisations?
- How do I make a report for our board or a funder?
- Can our reports follow our own financial year?
- Can we choose which emails HelpLift sends our organisation?
- Can I print the guide to train our volunteers?
When something does not work
The things that go wrong, and what to do about each one.
- I was expecting an email and nothing came
- I confirmed something but the button is still there
- It will not let me list my item without an address
- Sharing asked me to install a mail programme
- A word on the screen made no sense to me
- Where do I find help for the screen I am on?
- How do I get hold of a real person at HelpLift?
Still stuck?
Search the help page in your own words, or open the full explanation of every part of HelpLift. If that does not answer it, send us a message and a real person will get back to you.