This article answers the most common questions and resolves the most frequent issues encountered by Altivo users. It covers general questions, account and login, sponsors, assets, sponsorships, allocations, the dashboard, and the Sponsor Portal.

Troubleshooting and FAQs

General questions

Is Altivo free?

Altivo is provided as part of the d6 Education platform. Contact your d6 account manager for pricing details.

Can multiple people at our school use Altivo?

Yes. Altivo supports multiple users per school with different roles (Admin, Manager, Viewer). The first user who signs up becomes the School Admin.

Is our data safe?

Yes. Each school's data is completely isolated - no other school can see your information. All data is encrypted in transit and at rest.

Can we export our data?

CSV and PDF export functionality is available for sponsors, assets, sponsorships, and allocations.

Account and login

I forgot my password

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

I am getting an error when I try to log in

Common causes: wrong email or password, account not found, or a network error. If the problem persists, the service may be temporarily unavailable.

The page is loading slowly after login

The first login after a period of inactivity may take a few seconds while the backend starts. Subsequent page loads should be fast (under 5 seconds).

Sponsors

What is the difference between Prospect, Active, Lapsed, and Declined?

Prospect - potential sponsor in discussions. Active - confirmed sponsor. Lapsed - previously active, no recent activity. Declined - decided not to sponsor. These are set manually.

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

Check the status filter. If filtered to Active but the new sponsor is Prospect, they will be hidden. Clear all filters to see every sponsor.

Assets

What is the difference between unpriced and free?

Unpriced (price blank) - value negotiated per deal, no pro-rata calculation. Free (price = R0) - explicitly offered at no cost, pro-rata value is always R0.

Why is my asset not showing on the Sponsor Portal?

Three conditions must be met: (1) List on Sponsor Portal is toggled on, (2) price is greater than R0, (3) at least one unit is available.

Sponsorships

Can a sponsorship include both cash and goods?

Yes. Add one contribution for cash and another for goods within the same sponsorship record.

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

Two conditions are required: (1) the school has a PBO number set in School Profile, and (2) the sponsorship includes at least one Cash contribution.

Allocations

I am getting a conflict error when creating an allocation

There are not enough available units for the selected date range. Options: reduce units, adjust dates, or cancel/complete an existing allocation to free up units.

The suggested value seems wrong

The calculation uses exact calendar days, not whole months. Check the asset's price and duration type. See "Understanding Pro-Rata Value Calculations" for the exact formulas.

Dashboard

Why does the dashboard show all zeros?

You need sponsorships with contribution values and allocations with agreed values. If you only have sponsors and assets with no financial transactions, KPIs will show R0.

Sponsor Portal

How do I share my school's portal link?

The URL format is: altivo-frontend.vercel.app/sponsor-portal?school={school_id}. Contact d6 support for your direct link.

Still need help?

Contact d6 support at support@d6.co.za. Please include your school name and a description of the issue.