---
title: "Troubleshooting"
description: "Common issues gifters run into — account mix-ups, duplicate sign-ups, wrong details, and website problems — and how to sort them."
url: https://support.kohatree.co.nz/en/articles/30-troubleshooting
collection: "Using Koha Tree as a Gifter"
updated: 2026-10-19
language: en
---

# Troubleshooting

Common issues gifters run into — account mix-ups, duplicate sign-ups, wrong details, and website problems — and how to sort them.

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](https://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 [**support@shoeboxchristmas.co.nz**](mailto:support@shoeboxchristmas.co.nz) 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.