FAQ
Welcome to Guppy Support – your hub for Answers and resources designed to help you enhance your experience with Guppy.
**Signing up and Getting Started**
Q. How do I create an account on Guppy?
Launch the app and swipe through the four onboarding screens. Then, click “Open a new tank” to begin the account creation process. If you already have an account, select “Jump into your tank” to sign in. For convenience, you can also register and sign in using your existing Google, Facebook, Apple credentials.
Q. Why does every user’s profile display a charity name and percentage?
Users on Guppy choose a charity to support, which is then visible on their profile. The percentage signifies the share of their subscription earnings pledged to that charity.
Q. What kind of notifications will I receive?
You will receive notifications for new subscribers and coin contributions to your tank, engagements with your content (likes, comments, etc.), subscription renewals, and any changes a subscribed tank makes to their charity support or pledged percentage.
Q. How do I delete my account?
First, donate all your current coins. Then, in settings, select "Delete my account." This action prevents new subscribers; your account will be deleted after all current subscription periods end. You can cancel this process anytime before the projected deletion date. Ensure you cash out any remaining coins before deletion.
Q. What if I don't cash out my redeemable coins before my account is deleted?
Any redeemable coins left in your account may delay the deletion process. If you fail to cash out after the deletion date, we will process the payout for you.
Q. Can I put my account on hold instead of deleting it?
Yes, under settings you can tap on “deactivate my account”
Similarly to deleting your account, you must first donate all of your current coins.
After you have made all your donations, there will be no longer any new subscribers added to your account.
Once all of your current subscribers end their monthly subscription period, your account will be deactivated.
If you would like to activate your account again, simply log back in.
Q. Will I retain my joined guppies when I reactivate my account?
Yes, your joined guppies will remain, but all subscriptions will have ended, so you'll start without subscribers upon reactivation.
**On Subscriptions**
Q. What is the difference between “join” and “subscribe”?
Both join and subscribe allow you to be a part of the fanbase of the account. The difference is that “join” gives you access only to public posts whereas, “subscribe" will grant you access to exclusive, locked posts as well.
Q. How long is a subscription period?
Each subscription lasts for 30 days.
Q. Will my subscriptions renew automatically?
No, your subscription will not be renewed automatically on this version of the app. You will need to manually resubscribe each month. You'll be notified one day before and on the day your subscription ends.
Q. Can I choose the amount I give when subscribing?
Yes, right now we have six choices: $1, $2, $5, $10, $20, and $50. We aim to offer more options as our platform grows.
Q. Will I get more or less access/perks depending on how much I give?
No, on Guppy, all subscribers receive equal access regardless of the amount given. There are no hierarchies because we didn’t want to exclude those who may not have enough to give every month. So give what you can and keep supporting your favorite people.
Q. Can I change the amount I give to a user I’m subscribing to?
Yes, you can change the amount after your 30-day subscription period ends.
Q. Will all the locked contents unlock immediately when I subscribe to the tank?
No, you will need to unlock each piece of content individually. We plan to introduce a feature that allows for unlocking all content at once in a future update of the app.
Q. How many Guppy coins do I receive for every dollar I spend?
For each dollar, you will receive 10 Guppy coins. There is also an additional 30% fee for Apple's in-app purchases plus transaction fees, which means buying 10 coins will cost approximately $1.33. We are committed to minimizing these costs for our users and appreciate your patience during our app's start-up phase.
Q. Can I start a subscription at any time during the month?
Yes, subscriptions last for 30 days starting from the day you subscribe.
Q. Is it difficult to cancel a subscription? How do I cancel my subscription?
Cancelling is straightforward. Navigate to the profile where you want to end the subscription, tap 'Subscribed,' and a pop-up will appear with the option to 'Leave tank.' Select this option to end the subscription and you will no longer have access to the locked posts.
Q. Can I pay for multiple months of a subscription in advance, such as 2, 3, or 4 months?
This feature is not currently available, but we aim to introduce it in a future update of Guppy.
Q. Why does Guppy use coins instead of direct dollar transactions?
To comply with Apple and Google Play stores' requirements for apps with digital content transactions, in-app purchases must be used. We are exploring ways to reduce transaction fees for our users as our company grows.
Q. How do I receive payouts of my subscription earnings through Guppy?
First you must donate your pledged percentage from your current coins to your selected charity.
Then you will receive redeemable coins which is the amount left after you made your donation.
The redeemable coins will accumulate for three months and after this period, you will be able to tap on the payout button on the bottom of the screen and your payout will be processed.
Q. How long does it take to receive payouts?
Payouts usually take 3-5 business days to process.
**On Content**
Q. What if I upload a content as public but want to change it to locked and vice versa?
You will need to delete the existing post and re-upload it with the desired privacy setting.
Q. How long will my locked posts be visible to my subscribers?
Each locked content remains accessible for 30 days and will no longer be available after this period unless the user re-uploads the content as public or private.
Q. Is there a guarantee that locked posts will not be shared outside the platform?
No, unfortunately we cannot guarantee that locked content will not be shared, just as with any other form of media. If you encounter such an instance, please report the user. Remember, Guppy’s subscription is based not only on the value of the digital posts but the on-going connection you get with the user. You are subscribing and invited into the best seat to witness and be part of their everyday activities and thought process. It differs from other subscription-based platforms in which each content has a price. Guppy is about fostering a close community with your fanbase and sharing experiences; not just the exchange of digital content but a give and receive that goes beyond the tangible- one where we know we’ve made a difference through giving back to one another and the community.
Q. What if I'm dissatisfied with the content after subscribing to a tank? Can I get a refund?
While it is discouraged, it does not violate our terms, if a user does not deliver expected benefits through their content. Please note that we cannot process a refund if the user content falls within our guidelines.
However, if a tank you have subscribed to, violates our terms in which they have uploaded content against our guidelines, please report this user and contact us for a refund within 48 hours of subscribing. We will review the user and their content and you will receive notice of whether the refund is denied or approved.
**On Charities and Donations**
Q. Can I choose which charity to support?
Absolutely! We've partnered with Make My Donation (makemydonation.org) to provide you with an extensive list of charities across various sectors. Each user has the freedom to select their preferred charity to support.
Q. Am I able to support more than one charity at a time?
Currently, in this version of the app, users can only support one charity at a time.
Q. What if the charity I want to support isn't listed?
We're sorry to hear you couldn't find your desired charity. We appreciate your input. Kindly reach out to us via our contact page with the charity's name and their EIN Number, and we'll make every effort to include them. You can also email us directly at support@weareguppy.com.
Q. When am I able to donate to my chosen charity?
Donations can be made at any time, provided you have sufficient coins in your tank bank.
Q. Is there a minimum or maximum amount I can donate?
There is a minimum of $1 to donate but we do not impose any maximum donation amounts.
Q. How can I modify the charity I'm supporting or the percentage of my donation pledge?
To change your selected charity or the donation percentage, you'll need to first donate your current coin balance to the charity you currently support. Afterwards, navigate to the settings and select "Modify Charity," where you can then update the charity and/or adjust the donation percentage.
Q. How are in-app subscription purchases divided among Users, Charities, Guppy, and third parties? How are donations handled?
In-app purchases, such as buying coins to support another user, incur a 30% fee for Apple or Playstore and an additional $0.30 transaction fee.
Users on the receiving end will first receive 100% the (subscription fee) in-app purchase and then the percentage users decide to donate goes entirely to the selected charity through the non-profit Make My Donation.
When Make My Donation receives the donations, they will send the money to the charitites accordingly ad in this proccess will deducts a 3.5% processing fee as well as a 3% Stripe fee.
After donations are processed, the subscription revenue is split between the receiving User and Guppy, which receives a 10% platform fee from the User's earnings.
**Other Inquiries**
Q. Where can I seek further assistance and support?
For additional help, please fill out our contact form here , or you can email us directly at support@weareguppy.com.
GUPPY: FEED AND BE FED.