Frequently Asked Questions

The platform provides analytics and reporting tools to track key metrics such as participation rates, types of recognition given, and overall impact on employee engagement.

Yes, we provide demos on our platforms to give you an idea of the platform’s features and usability before making a commitment.

Here are the steps to place an order.

• Sign into your account at https://app.sparkfolios.com
• Click on the image of a brown wallet with green cash in it, located top right of the homepage.
• Select “Place an Order” from the Drop Down List.
• Select the reward option that you want.
• Select the amount.
• Click on “‘Order”.
• Once you click on “Order” a “Confirmation code” will be sent to you via SMS and/or e-mail.
• Enter your “Confirmation code” to confirm and place your order.
• Click on ‘Confirm order” to place your order.

Your order will be confirmed via email within 72 hours unless specified otherwise.

• Step 1. Connect to Sparkfolios.
• Step 2. Click on “Vault” from the menu bar.
• Step 3. Select “Insights” from the drop-down menu.
• Step 4. Select “Give and Get” under the RECOGNITION BEHAVIOUR.
• Step 5. Enter the date range that you would like to generate the report for.
• Step 6. Click on “Create Excel Report”.
• Step 7. Click on “Download Excel Report”.

• Log into Sparkfolios.
• Tap on your name on the top right corner of your page.
• Tap on “Edit Profile”.
• Tap on “Account Information”.
• Add/edit the cell phone number and tap on “Update Your Profile”.
• Once updated, you will receive a confirmation code via email.
• Enter the code in the provided space and tap on update again.
• YOU HAVE TO SIGN OUT of Sparkfolios and sign back in for the system to update your profile.

• Step 1. Login to Sparkfolios.
• Step 2. Click on the “wallet” icon next to your name at the top right corner.
• Step 3. Select Add funds.
• Step 4. Click on “Request a new invoice” at the bottom right of the page.
• Step 5. Select “Personal” and the relevant information.
• Step 6. Don’t forget to include the invoice number & email proof of payment to support@sparkfolios.com

• Coupon Orders – If you order a digital coupon, you will receive the coupon code almost instantly via email and SMS.
• EFT orders into my bank account – If you place your order before 10:45 a.m., it will be processed as part of our daily payment run at 11 a.m. If you place your order after 10:45 a.m., it will be processed as part of the next day’s payment run. Thereafter, it can take up to 2 days for the transfer between our bank and your bank to clear the funds.
• E-Wallet orders on my cellphone number – If you place your order before 10:45 a.m. Monday through Friday, it will be processed as part of our daily payment run at 11 a.m.

There are many reasons why your payment could be delayed or not take place which include:

• Reason 1 – There is ONLY ONE E-Wallet payment batch paid each day. Orders placed BEFORE 10h45 will be processed and released the same day. Orders placed AFTER 10h45 will be processed the next working day’s payment run. We DO NOT process on weekends or South African public holidays.
• Reason 2 – If you order more than R3,000.00, payments are delayed due to bank processing procedures.
• Reason 3 –  If your E-Wallet balance exceeds R5,000.00 the transaction will be reversed.

• There is ONLY ONE EFT batch payment made each day. Orders placed BEFORE 10h45 will be processed and released the same day. 
• Payment clearance between banks can take between 24 and 72 hours.
• Orders placed AFTER 10h45 will be processed the next working day’s payment run. 
• We do NOT process on weekends or South African public holidays.

There are a few reasons why you might not receive your SMS, which include: 

• You don’t have a cellphone number loaded on your profile.
• You have an incorrect number on your profile.
• Your network might be marking your message as spam or a blocked number. You can check this under your cellphone’s SMS message setting.

If you don’t receive an SMS with your confirmation code, please wait 15 minutes before trying again; otherwise, your waiting period will double. If you retry and still don’t receive an SMS, please send an email requesting that your cellphone number be updated, including your Name, Email address, Staff code, and cellphone number.

Steps to update your banking details:

• Log into Sparkfolios.
• Tap on your name on the top right corner of your page.
• Tap on “Edit Profile”.
• Select and tap on “Banking”.
• Add all the required information and tap on “Update Your Profile”.
• Once updated, you will receive a security confirmation code via SMS and email.
• Enter the code in the provided space and tap on “Update” again.
• YOU HAVE TO SIGN OUT of Sparkfolios and sign back in for the system to update your profile.

• Your account is locked because you entered your username or password incorrectly three times in a row. It will unlock after 15 minutes.
• If you do not want to wait and it is during business hours, you can contact us to unlock your account before 15 minutes have lapsed via the online chat or call 0872351770.

To recover your username, please follow the steps below:

• Step 1: Go to https://app.sparkfolios.com (or your specific company domain for sparkfolios services which will have similar instructions, but just slightly different).
• Step 2: Tap on the GREY or DARK “Recover Username” button below the orange “Sign In” button. This will take you to a new screen. 
• Step 3: Enter your work email address. For security reasons, we only allow one email address, so if you have multiple work email addresses, including aliases, only ONE will be the activated email address.
• Step 4: Tap on the dark box “Recover Username”.
• Step 5: Check for a new email from noreply@sparkfolios.com with your username and follow the instructions. The email may land in your spam or junk email inbox, so if you haven’t received them check these. 
• Step 6: You can use your username to reset your password.

Essentially, the two rules to remember are to create password phrases that are secure and easy to remember. Here are general guidelines for creating passwords.

Standards for secure passwords state that all passwords must be more than 9 (nine) characters long and should use a combination of at least two of the following standards:

• Use Arabic numbers (i.e. 123 etc.).
• Use a combination of lowercase and UPPERCASE letters (e.g. AcviPLK).
• Use special character/s, such as: !, @, #, $, %, ^, &, *, ?, _, ~, -, (, ).
• Avoid excessive repetition (e.g. cARcAR1212!!).

Tip 1: Use multiple but meaningless words

To improve your password security, select words which will only mean something to you. Also, do not use words that are easy to guess (e.g. ‘ChildsName01’). Here are five examples of passwords that have been created using this method:

• Computer10Green!Pen
• BananaKeyBrown#5
• 1SugarCandyCake!
• CatPhoneShoe(9)
• Fuel@BucketSam

Try not to use the following:

• Family member names
• School
• The word password
• Birthday or month you were born in
• Shoe size
• Cell phone number
• Colour of your hair or eyes
• Home address
• Clothing brand
• Pet’s name

This is the method used to generate the initial password or reset the password. The words and characters are meaningless. You can always replace your system-generated password with an easy-to-remember password by tapping on your name in the top menu bar and selecting >Edit profile.

Tip 2: Use the first letters of long sentences

There are multiple ways to create first-letter long sentences. For example, a music lover might extract a password from the lyrics ‘I loved her with the deepest part of my soul!’ and come up with IlhwtDpoms!. Alternatively, somebody else may use a quote from their favourite TV series for example, ‘Karabo, how could you do this to me?’ and come up with Khcydt2m? 

Here are five examples of such passwords:

• • My husband’s name is Tommy – 6 years ago we met:  mhnit-6yawm
  • Winter, spring, summer or fall all you have to do is call!:  Wssofayhtdic!
  • My baby is 10 his name is John:  Mbi10&ahniJ
  • Generations is my #1 series on SABC_1:  Gim#1soS_1
  • My love for sweets has grown by 50% Yeah!:  Mlfshgb50%Y!