Common issues gifters have run into, and how to sort them.
The project I want to join shows as full or "notify me"
This means all the spots are currently taken. Join the notify list if you'd like, and also check kohatree.co.nz/explore for other open projects in your area — new projects open throughout the season.
I signed up but I'm not sure it worked / I can only see donate options
This is usually an account mix-up rather than a real fault. A few things to check:
Make sure you're logged in with the same email you used to sign up.
If you think you might have two accounts (e.g. you used a personal and a work email at different times), let us know both email addresses and we can check which one your match is on.
If you're an organiser for a project (running it for a school or group) as well as a gifter, these are different account permissions — let us know if you should have organiser access and don't.
I have two accounts / duplicate sign-ups
Get in touch with both email addresses you may have used, and we'll help work out which account has your match on it, and tidy up the duplicate.
The drop-off address or details look wrong
If something on your project's page doesn't look right — wrong address, inconsistent with other info you've seen, an unfamiliar contact name — please flag it to us rather than assuming it's correct. We'd much rather double-check and fix a page than have gifters turn up to the wrong spot.
I dropped off at a school/organisation that isn't actually running Shoebox Christmas this year
This happens occasionally, usually when someone finds an old sign-up link or assumes a location is participating because it was last year. It's an easy fix — let us know where you left the gift and we'll help make sure it gets to where it's needed.
Something on the website isn't working (buttons, links, pages not loading properly)
Let us know what you were trying to do, what device/browser you're using, and what happened instead — a screenshot helps a lot if you're able to send one. We're always working through these as they come up.
I still need help
Email us at [email protected] with:
Your name and the email address you signed up with
The project name/location (if relevant)
A quick description of what's happening
We read and respond to every message — during the busiest weeks in the lead-up to Christmas it might take us a little longer, but we'll get back to you.