Toucan Collect. FAQs

Toucan Collect is a mobile app for iOS and Android that turns any compatible smartphone into a contactless donation device, enabling fundraising anywhere—whether at events, on the go, or face-to-face with supporters.

• Risk-Free Fundraising - Pay only if you raise over £12 in donations each month. No charge for lower or no donations.
• No Expensive Equipment - Use a compatible smartphone—no costly hardware required.
• Empower Volunteers - Enable staff and volunteers to start fundraising anytime, anywhere.
• Easy Campaign Management - Track and manage donations through your personalised Charity Dashboard.
• Connect with - Stripe.

It's an ideal solution for charities that may not have the budget for physical donation devices but still want to offer contactless donations.

When used alongside our contactless donation devices, Toucan Collect helps expand a charity's reach without incurring additional hardware costs. This app allows every team member and volunteer to transform their mobile phone into a fundraising tool, increasing the potential to raise more for your cause.

Android:

Tap to Pay on Android is supported on devices running Android 11 or above.

iOS:

Tap to Pay on iPhone requires an iPhone XS or later, running iOS 17.4 or later, in the United Kingdom. Please note, Tap to Pay will not work on beta releases of iOS. We recommend that all users of Toucan Collect update their devices to the latest version of iOS or Android for optimal performance. However, we are not responsible for any malfunctions that may occur due to updating your mobile devices to the latest operating system.

Signing up for Toucan Collect is easy! Simply visit our Toucan Collect page and complete the straightforward registration process.

We have a full user guide available here.

Toucan Collect integrates with Stripe. If you already have a Stripe account, you can sign up and start using Toucan Collect in just a few minutes. If you don't have a Stripe account, you'll need to create one in order to use the app. For a detailed, step-by-step guide on how to apply for a Stripe account, please refer to our user guide.

For a full step-by-step guide on how to use the Toucan Collect app, head over to our guide.

To scan Toucan Collect QR codes, make sure to do so within the Toucan Collect app. Do not use your phone's camera app. For the QR code to be recognised, it must be scanned directly from within the Toucan Collect app.

For full instructions on how to use the Toucan Collect portal to generate campaigns, please refer to our user guide.

This guide includes how to generate campaigns, edit campaigns, brand campaigns as well as managing active users of Toucan Collect.

After a donor has donated, they are presented with a QR code which they can scan to Gift Aid their donation and/or download a copy of their receipt.

First, make sure you are scanning the QR code from within the Toucan Collect app.

If the QR code still doesn’t work, try entering the QR activation code instead. If you haven’t been given the activation code, please contact your organisation.

If the activation code also fails, ask your organisation to check that the campaign is active and has been set up correctly in the portal.

If your organisation is having problems creating or setting up campaigns, they can contact cs@toucangiving.com for support.

If the payment reader won’t connect, first check that you have an active mobile network or Wi-Fi connection.

If the problem continues, close the Toucan Collect app and restart it.

If you’re still unable to connect, please contact cs@toucangiving.com for support.

If a payment is declined, ask the donor to try again using a different card or digital wallet, if available.

If you change phones, simply download the Toucan Collect app and log in using your existing credentials.

You’ll be notified that you’re currently logged in on another device and asked if you’d like to transfer your account to the new device.

If you can’t log in to the app, first check that you have an active mobile network or Wi-Fi connection.

Next, check that you’re entering the correct login details. If you’re still unable to log in, contact your organisation to check that your account hasn’t been suspended.

You can also try resetting your password.

If the problem continues, please contact cs@toucangiving.com for support.

If you lose your mobile or Wi-Fi connection, stop using the app until connectivity is restored.

Tap to Pay supports contactless card and mobile wallet payments, but some card issuers have additional security requirements that cannot always be completed through Tap to Pay.

Digital wallets such as Apple Pay and Google Pay do not require a PIN when used via Tap to Pay. If your card requires PIN verification that cannot be completed contactlessly, you may be asked to use a different card or pay with a digital wallet instead.

In some regions, card issuer policies and local payment requirements can affect contactless transactions.

United Kingdom: Some cards may require Strong Customer Authentication (SCA). If the issuer requires the card to be inserted into a payment device, the transaction may be declined before a PIN can be entered.

Canada: Many cards are configured as offline PIN only. This means the PIN must be entered using a physical card reader, which is not supported by Tap to Pay.

Not always. Some cards require offline PIN verification, which can only be completed by inserting the card into a physical payment terminal. Because Tap to Pay does not support card insertion, these transactions cannot be processed.

If your contactless card is declined:

• Try a different payment card.
• Use a digital wallet such as Apple Pay or Google Pay.
• If available, use a traditional chip-and-PIN payment terminal for cards that require PIN verification.

These restrictions are most commonly seen in the UK, Canada, and Finland, where some card issuers require authentication methods that are not supported through contactless Tap to Pay transactions.