Question 1

I cannot sign in, and I do not see a “forgot password” link.

Accepted Answer

That is because there is not one yet — resetting a password is something we do by hand today. Send the form below with your email address and the topic set to your account, and we will get you back in and tell you when we did it. Do not create a second account in the meantime: it will not have your work or your earnings attached to it.

Question 2

How do I join Nuvora as a creator?

Accepted Answer

Through the creator waitlist on this site. Creator onboarding opens market by market, and when it opens in yours you get an invite at the address you signed up with. That invite is the only email joining the waitlist produces — no newsletter and no sequence of follow-ups.

Question 3

How does my brand or agency get a workspace?

Accepted Answer

By requesting access on this site. Workspaces are opened by a person rather than by a signup form while the platform is early, so a human reads every request and replies within two working days with either an invite or an honest reason we are not the right fit yet.

Question 4

When do I actually get paid?

Accepted Answer

A campaign is funded before any creator is committed to it, and the money is held against that campaign rather than sitting on a brand’s intention to pay. Your share is released as an earning when your work is accepted. So the thing that starts your payout is acceptance of the deliverable, not the end of the campaign — and the money already exists by the time you submit.

Question 5

My payout failed. What do I do?

Accepted Answer

Open Earnings in the app: a failed payout shows what went wrong and the single next step, rather than a provider error code. Most failures are something only you can fix — a wrong account number, a closed account, or a name on the account that does not match your profile, since payouts only go to an account you hold. If the reason says there is nothing for you to do, there genuinely is not; we retry those automatically.

Question 6

Which payout methods can I use, and what do you store?

Accepted Answer

M-Pesa and bank accounts, paid in Kenyan shillings. We store the account holder’s name, the bank or mobile money provider, and the last four digits of the account only. The full number stays with our payment provider and never reaches our database — which also means we cannot read it back to you if you have forgotten it.

Question 7

Can you tell me where a specific payment went?

Accepted Answer

Yes. Every movement of money is recorded in a ledger, so we can tell you what was funded, what was earned, what was paid out and when. Send the form with the topic set to payments and include roughly when you expected it — that is usually enough for us to find it.

Question 8

I submitted work and nobody has reviewed it.

Accepted Answer

A reviewer has 5 business days from your submission, and they are reminded before that runs out. If the deadline passes without a decision, the work accepts itself automatically and your earning is released — you are not left waiting on someone else’s inbox indefinitely. Public holidays and weekends are not counted against you.

Question 9

A brand asked for changes. Is that the end of it?

Accepted Answer

No. A change request has to carry a reason, and it is recorded against the deliverable along with every other review decision, so there is a written history of what was asked for and when. If a request goes beyond what the brief agreed, tell us — that is a real thing we will look at, not a disagreement we stay out of.

Question 10

Something in the app is broken. What should I send you?

Accepted Answer

What you were doing, what you expected, what happened instead, and roughly when. If you can, add your phone and how recently the app updated — the field for it is on the form. A screenshot helps; reply to the acknowledgement email to attach one. We will never ask you for your password, and you should never send it to anyone who does.

Question 11

My follower and view figures look wrong.

Accepted Answer

Figures you entered yourself are labelled self-declared everywhere a brand sees them, and you can correct them in Channels in the app. Figures read directly from a connected platform account are labelled verified instead and are not editable by hand — if one of those is wrong, that is worth telling us about, because it means we are reading the platform incorrectly.

Question 12

How do I delete my account, or get a copy of my data?

Accepted Answer

Ask us, and we do it — there is no self-serve button for either yet, and we would rather say so than point you at one that does not exist. Some financial records we are legally required to keep, so a deletion is not always total; we will tell you exactly what was removed and what had to stay, rather than quietly keeping it.

Question 13

Who sees what I put into Nuvora?

Accepted Answer

The short version: brands see the profile and figures you publish and the work you submit to them, teams are scoped to the brands they are invited to, and we do not sell your data or share it with advertisers. The long version is the privacy policy, which is written from the code rather than from a template and says what actually happens.

Question 14

How quickly will someone reply?

Accepted Answer

Within one working day, from Nairobi. A person reads every message and replies to it — you will not get an automated status update or a link to an article. The form and the support email address arrive in the same place, so use whichever suits you.

Question 15

Which countries and currencies does Nuvora work in?

Accepted Answer

Kenya first, with campaigns and payouts in Kenyan shillings. Other markets are planned. If you are somewhere else and want to know when we reach you, say so in the form — we keep track of where people are asking from, and it genuinely affects the order.

Stuck? Talk to a person.

The questions we are asked most

My account, or signing in

A payment, payout or earning

A campaign, brief or deliverable

A bug, or something broken

My personal data, or deleting my account

Something else

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