Frequently Asked Questions

Choose Brand if you have a product or service that you would like people to know about, choose this! As a Brand you will have access to our Creator list and make offers to them.

Choose Creator if you enjoy uploading content to Instagram and have built a strong following, consider yourself a Creator. Get started and begin receiving offers from Brands to promote their products and earn money doing what you love.

Agent accounts are by invitation only. If you manage a portfolio of Brands or Creators and would like to earn a commission every time your referred users make or receive an offer through Koalab, send us a message from here.

If you are certain your email and password are correct, but you cannot login, it is possible you created another account with the same email and verified that instead. If this is not the case, your account may have been flagged or restricted. Contact us at help@koalab.app to review your situation.

There is no Koalab app. The koalab.app website works well on desktops and mobile. This allows us to update Koalab without asking you to constantly update your app. An easy way to access Koalab is by going to koalab.app in a browser and adding it to your home screen. This will create a tile on your home screen which will allow you access Koalab like an app.

iPhone / iPad

1. Open Safari on your iPhone and navigate to koalab.app
2. Tap on the "Share" icon at the bottom. This looks like a square with an arrow pointing upwards.
3. Select the "Add to Home Screen" icon.

Android

1. Open Google Chrome and navigate to koalab.app
2. Tap on the "Options" icon. It may look like three vertical dots at the top.
3. Click "Add to Home Screen".

Some Creators may have a ‘Top Creator’ badge on their profile. This is an informational tool for other users, and indicates the Creator has an exceptional performance against other Creators over a period of time. This badge is updated daily and automatically and cannot be manually requested or assigned.

Some Creators and Brands will have a ‘verified’ badge on their profile. This is an informational tool for users that have high chances of being a target of identity theft or are public figures or of public interest.

Verified users are guaranteed to be the owners of the account they represent. Having a verified badge does not affect or interfere with the way Brands see or find Creators.

The Combined Offer Value represents the overall value of your offer. This includes the retail value of any products or services that you will physically or digitally send the Creator plus the cash payment you can optionally add.

Creators will specify a minimum Combined Offer Value on their profiles, and you won't be able to make them offers below this value. You can search for Creators using this parameter as a filter, to make it easier to stay on budget.

Creators using Koalab will connect their Instagram account to their profile, so all the stats you see on their profile are provided directly by Instagram. Creators cannot manually edit this information, so you can be sure that the numbers you see are real.

When you find a suitable Creator using the Find Creators tool, you can access their full profile to see their current stats, such as demographics, audience reach and minimum Combined Offer Value. You will also see a button at the top of their profile marked as ‘Make Offer’, which will take you to the Offer builder.

In the Offer builder, you will be able to add a description of your offer. Include details about your Brand, as well as the product or service you wish for them to promote. Include as much information as possible, and make sure you mention what your overall goals are.

In the deliverables section, you can optionally add information about any products or services that you need to send the Creator, physically or digitally for them to properly promote and showcase your Brand. If you do add deliverables, you must also include the retail value of this items, unless you require the Creator to return them back.

Finally, you have the option to include a cash payment to make your offer more attractive and stand out to the Creator.

Once you finish drafting your offer and are ready to send it, submit the payment for the amount calculated for your offer and wait for the Creator to accept it! Creator’s will have 7 days to accept your Offer before it expires.

If your Offer does not include a cash payment, you will be charged a fixed fee to submit your Offer. This fee will be charged in your own account’s currency.

If your Offer does include a cash payment, you will be charged a variable fee based on the cash payment’s amount. This fee will be charged in the Creator account’s currency.

Check our Pricing page to see our fee plans.

You can use any credit or debit card to pay for your Offers.

VAT is applied to any payment made by a user in a country which charges VAT.

Cash payments for an Offer are optional but adding one will make your Offer much more attractive for the Creator. Remember it is the Creator’s decision to accept or reject your offer, so you must try to make it as appealing as possible.

If the Creator rejects your Offer, or if they do not respond before the 7 days elapse and your Offer expires, do not worry! First of all, your original payment for the Offer will be canceled completely, and you will be able to make them a new Offer.

If the Creator rejected the Offer, you will be notified what rejection reason they provided, to give you some feedback to improve your next Offer.

Paying for the value of your Offer upfront is a strong sign of commitment and seriousness on your part. It informs us as the platform as well as the Creator that you intend to follow through with your Offer and it also helps to reduce potential spam or unrealistic Offers.

When you do submit payment, the charge is only authorized on your card, which means that if your Offer is rejected or expires, the charge will simply be dropped, and it won't even appear on your credit card statement.

Congratulations on your first Koalaboration! Once the Creator accepts your Offer, you will have access to an in-app chat room specific for your Offer. Here, you will be able to directly communicate with the Creator, and send them files needed for the promotion, such as images, videos, etc. Coordinate with them on scheduling and anything you need to make your campaign effective.

After the promotion campaign is finished by the Creator, they will mark the Offer as fulfilled. You will receive an alert and you will be able to confirm or reject their fulfillment. Revise your associated social media platforms to verify the Creator has indeed finished and confirm their fulfillment. At this point the Offer is finished and you will be able to rate and review the Creator for this Offer.

If you encounter an issue with an ongoing Offer, use the ‘Report Problem’ button within the Offer details. Provide as much information on your report and we will review the case.

Payments are final and non-refundable. If you submit payment for an Offer you are agreeing to go through with the entire process.

If you submit a chargeback or dispute with your bank, access to your account may be limited while the bank reviews your case. The associated Creator with your charge will also be notified and it will be their sole discretion to pause their campaign with you.

If the bank rules the dispute in your favor, the associated Creator will be notified, and the Offer will be immediately closed.

The Combined Offer Value represents the overall value of an offer. This includes the retail value of any products or services that the Brand will physically or digitally send the Creator plus the cash payment the Brand can optionally add.

As a Creator, you will specify a minimum Combined Offer Value on their profiles, and Brands won't be able to make you offers below this value.

Required legal documentation varies depending on your account’s country, but typically you will need to provide your full legal name, a photo or scan of a personal identity document and a Tax number identification.

To receive payouts, you must add a bank account number that supports your account’s currency.

When you first receive an Offer, you will be able to accept or reject the offer based on its details, including the Combined Offer Value. If you accept the Offer and it includes a cash payment, this amount will be added to your ‘pending balance’. It will remain as pending until you fulfill the Offer, and the Brand confirms the fulfillment. At this point, the Offer will be closed, and the cash payment amount will change from pending to available balance.

The ‘available balance’ will represent the sum of all closed Offers’ cash payment amounts not yet paid out to you.

The ‘next payout’ amount represents the amount you will be paid on the next payout cycle. This may be a portion or the whole amount from your ‘available balance’ depending on when the balance became available. Your available balance can take up to 7 days to become ready for payout.

If you accept an Offer that does not include a cash payment, this Offer will not affect your balances. In this case you are being paid through the deliverable items described within the Offer.

Payouts are scheduled to be sent weekly on Fridays. You can see your next payout amount from the Balance section.

The minimum payout amount depends on your account’s currency, but typically will be the equivalent of $50 USD.

If you accept an Offer that does not include a cash payment, you will not be charged any fee.

If you accept an Offer that does include a cash payment, you will be charged a variable fee based on the cash payment’s amount.

Check our Pricing page to see our fee plans.

Income taxes may be withheld from payouts made to a user in a country which has this requirement.

Congratulations on your first Koalaboration! Now that you accepted the Offer, you will have access to an in-app chat room specific for your Offer. Here, you will be able to directly communicate with the Brand, and receive any files needed for the promotion, such as images, videos, etc. Coordinate with them on scheduling and anything you need to make their campaign effective.

After the promotion campaign is finished, you will mark the Offer as fulfilled. The Brand will then be able to confirm or reject your fulfillment. If they confirm your fulfillment, the Offer is finished, and you will be able to rate and review the Brand for this Offer.

If the Offer included a cash payment, the amount will be added to your ‘available balance’.

If you encounter an issue with an ongoing Offer, use the ‘Report Problem’ button within the Offer details. Provide as much information on your report and we will review the case.

If the Brand sends a dispute to their bank for the payment associated to your Offer, you will immediately receive an alert via email. You will have the sole discretion to continue or pause the campaign.

Should they win the dispute, the Offer will be immediately closed, and any cash payment associated to the Offer will be canceled.

Agent accounts are by invitation only. You can submit a request to be invited via our website. Please include information about your Brand or Creator portfolio to be considered for our Agent program.

Agents will receive 5% of all the fees paid by Brands and Creators who signed up using their referral code.

There are no limitations on the number of Referred Users or your total Referral Earnings.

If someone signed up but did not use your referral code, we are unable to link that account to your referral. It is automated and cannot be changed.

Your referral earnings are processed monthly on the 1st day of the month and is paid out to your registered bank account within 7 business days.

There is a minimum payout amount determined by your account’s currency, and if your earnings do not meet the minimum payout amount, they will roll over to the next month.

If you have privacy concerns or questions, you can contact our Data Protection Officers via email at privacy@koalab.app