Ways to reach us
- Help centre: searchable guides for payouts, verification, campaigns and reports, available at any hour.
- Email support@azarfaith.ng for account and campaign questions, or orgs@azarfaith.ng for verification and payout escalations.
- In-app chat on weekdays from 08:00 to 18:00 WAT, for anything you can describe while signed in to your dashboard.
- Always quote the payout ID or campaign link shown in your dashboard so we can find the record first time.
Response targets and escalation
- Urgent, such as a failed payout, suspected fraud or a safeguarding issue: first reply within 4 working hours.
- High, such as blocked verification, a campaign under review or a giver dispute: first reply within 1 working day.
- Standard, such as how-to questions, statement requests or profile changes: first reply within 2 working days.
- Outside chat hours, urgent issues still reach the on-call team by email; mark the subject URGENT and copy orgs@azarfaith.ng.
For a failed payout or a safeguarding concern about a child featured in your content, escalate directly rather than waiting in the general queue. Email orgs@azarfaith.ng with the payout ID or campaign link, a short factual description and the best phone contact. Escalations are triaged first, and every reply names the person handling your case so your trustees can follow it.
Get help fast
- 1Sign in and copy your organization name and campaign link exactly as they appear in your dashboard.
- 2Open with the outcome you need: a returned payout, a rejected update or a missing receipt.
- 3Attach proof: payout ID, receipt number, a screenshot of the error, or the date and amount involved.
- 4Send through the channel that matches the priority above and keep the whole thread in one place.
- 5Reply with the documents we request in that same thread so we can close the case quickly.
When is in-app chat open?
Weekdays from 08:00 to 18:00 WAT. Outside those hours you can still start a chat and it is queued for the morning, while urgent payout or safety issues should go to email instead.
How do I report a safeguarding concern?
Email orgs@azarfaith.ng with the campaign link and a factual description. Do not post the concern publicly or contact the family yourself; our safeguarding reviewer responds within 4 working hours.
Can we speak to someone by phone?
We do not publish a support line. Email and in-app chat keep a written record, which lets us investigate payouts and verification questions accurately and share the outcome with your trustees.
A payout failed overnight. What now?
Check the reason beside the payout ID, correct your bank details and resubmit. If the reason is unclear or the money has left your balance, email support@azarfaith.ng with the payout ID for a same-day trace.