support

how can we help?

a real person on the joygiver team replies. here's how to reach us, and answers to what people ask most.

chat with us in the app

the quickest way: it goes straight to our team, who can see the account you're asking about.

  1. open joygiver, go to the me tab and tap the gear to open settings.
  2. tap help & support, then start a chat.
  3. tell us what's going on. a screenshot helps, especially a bank receipt for a payment.

email us

can't open the app, or you gave without an account? email hello@joygiver.app with the phone number you used and the link to the list it's about.

common questions

i paid, but it didn't show

bank transfers can take up to 24 hours to show on a list. if it's not there by this time tomorrow, chat with us and send a screenshot of the bank receipt: the time and the sender's name are what we need to trace it.

when's my payout?

withdrawals go to a bank account in your own name, and they're free. payouts get a quick check from our team before they're sent, so a first payout, or one to a new bank, can take a little longer. once it leaves us, some banks take until the end of the day to show it. if it still hasn't landed, chat with us and we'll send you the transfer reference for your bank.

refunds

lists close 14 days after their date. anything sent after that is refunded automatically; what came in before stays with the list. refunds take 1–3 working days to land back where they came from, and you don't have to do anything.

fees

guests pay ₦0 to chip in, so the full amount lands with you. withdrawals to your bank are free too. the only fee is 3% if you swap a shop gift for cash; picking from the shop is free.

secret gifts

a secret gift hides the giver's name from the list owner and the other guests. the owner gets 3 guesses, and the giver can choose to reveal themselves. joygiver keeps a private record of who gave and how they paid, for safety and refunds, but never shows it to the owner or the guests.

closing a list

closing stops new chip-ins. everything already in stays in your wallet, ready to withdraw. a list also closes by itself 14 days after its date, and anything sent after it closes is refunded automatically.

lost your old sim?

no wahala. if you can't get the code on your old number, chat with us or email hello@joygiver.app and we'll verify you another way. payouts pause for 24 hours while we move your account to your new number; chip-ins keep landing.

report a list

if a list looks like a scam, pretends to be someone, or raises money for something harmful, tell us.

a real person looks at every report, and we don't tell the list owner who reported it. a list that looks wrong can be paused while we check. to block or report a person, use settings → help & support → block or report a person, or report them from your chat with them.

delete your account

you can delete your joygiver account from the app at any time.

  1. open joygiver and go to settings → privacy.
  2. tap your data, then delete my account.
  3. if something is still in progress (money on a list, a payout being sent, an open refund, a group gift or a shop order), the app tells you what to finish first. withdraw any money before you start.
  4. type the code we text to your number. your account closes straight away and every device is signed out.

want a copy first? settings → privacy → your data → download my data. once your account is closed, you can't download it any more.

what happens:

deleted or anonymised straight away
your name, handle, city, birthday and photo; your number is replaced so nobody can find you by it; your contact hashes, friends, notifications, push tokens and the messages you sent to friends; your withdrawal pin and full bank account numbers; your identity selfie.
kept, because the law requires it
money records (gifts, payments, payouts, refunds) for about 6 years, and your identity check summary for at least 5 years. your lists stay closed and private so the people who gave keep their receipts. see the privacy policy for the full list.

lost your phone or can't get into the app? email hello@joygiver.app from any address and tell us the phone number on the account. once we're sure it's yours, our team closes it for you, with the same checks and the same rules on what's kept.