The most common questions, grouped by topic. If your question is not here, ask the AI Assistant from the bottom-right of any page - it reads your live data and can usually answer faster than searching.

Frequently Asked Questions

General

What plans does Altivo have?

Three: Foundations, Momentum and Excellence, each with a different number of users and different features. See Settings > Plan in the app to compare them, or ask your d6 consultant about pricing.

Can multiple people at our school use Altivo?

Yes, up to your plan's limit - see Settings > Plan for the exact number. Add people yourself under Settings > General > Manage Users; you do not need to contact d6.

Is our data safe?

Yes. Each school's data is completely isolated at the database level, not just hidden in the interface - no other school can reach your data even by mistake.

Can we export our data?

CSV and PDF export are available for sponsors, assets, sponsorships and allocations on the Momentum and Excellence plans.

We already have our sponsors and assets in a spreadsheet. Do we have to retype everything?

No. Go to Onboard / Import and use the import wizard - it reads CSV and Excel files, suggests column matches, and tidies up currency, dates and Afrikaans month names automatically.

Account and login

I forgot my password.

Click Forgot password? on the login page. Check spam if the email does not arrive within a few minutes.

I am getting an error when I try to log in.

Check your email and password are correct first. If you are certain they are right and it still fails, wait a moment and try again - login attempts are limited for security, and repeated tries in quick succession can trigger a short delay.

Someone I invited never got their email.

Ask them to check spam first. If it still has not arrived after a few minutes, remove them from Manage Users and invite them again, double-checking the email address.

Sponsors

What do the sponsor statuses mean?

Prospect - not yet approached, or very early. Contacted - you have reached out. In Discussion - actively negotiating. Active - confirmed and current. Lapsed - was active, nothing recent. Declined - said no. You set these yourself as a deal progresses.

Why can't I see a sponsor I just added?

Check your status filter. A sponsor added as Prospect will not appear if you are filtered to Active only. Clear the filter to see everyone.

Assets

What is the difference between unpriced and free?

Unpriced (price left blank) - negotiated per deal, no suggested value on allocations. Free (price set to R0) - deliberately offered at no cost.

Why is my asset not showing on the Sponsor Portal?

Three things must all be true: Listed on Portal is switched on, the price is above R0, and at least one unit is available.

What is the difference between Description and Notes?

Description is public - it appears on the Sponsor Portal. Notes are private - only your school ever sees them. Put anything internal in Notes, never in Description.

Sponsorships

Can a sponsorship include both cash and goods?

Yes - tick both Cash and Goods when creating it, and enter a value for each.

Why is there no Section 18A reference on my sponsorship?

Two things are required: your school has a PBO number set in My School, and the sponsorship includes a Cash contribution. Goods and Services do not qualify.

Does Date Received matter?

Yes, more than it looks. It decides which month your revenue appears in on the dashboard, and it is the date used for SARS matching on Section 18A receipts. Set it to when the money actually arrived.

Allocations

I am getting a conflict error when creating an allocation.

Not enough units are free for those dates. Reduce the units, change the dates, or mark a finished allocation on that asset as Fulfilled or Cancelled to release its units.

The suggested value seems wrong.

Check the asset's duration type first - it is the usual cause. See "Understanding Pro-Rata Value Calculations" for the formulas.

Do I have to mark allocations as expired myself?

No. Altivo does that automatically once the end date passes. You do still need to mark delivered work as Fulfilled yourself, since only you know when it actually happened.

Dashboard

Why does the dashboard show all zeros?

Check the date range filter first - that is the most common cause. Otherwise, you need sponsorships with contribution values and allocations with agreed values; sponsors and assets alone will not produce revenue figures.

Sponsor Portal

How do I share my school's portal link?

Open Sponsor Portal in the sidebar and use the copy link button. No need to contact d6 - the link is yours to share on your website, in emails, or on social media.

The Sponsor Portal option is not showing in my sidebar.

It is available on the Excellence plan. Check Settings > Plan to confirm which plan your school is on.

AI Assistant

What can I ask it?

Anything about your own school's data - performance summaries, which sponsors have not renewed, package suggestions for a prospect, or a draft report for your governing body.

It says it is unavailable.

The AI service is temporarily unreachable. Everything else in Altivo works normally and your data is unaffected. Try again shortly.

Still need help?

Contact d6 support at support@altivo.tech, or use the Need help? link at the bottom of the sidebar. Include your school name and a description of the issue.