Frequently asked questions

What is the difference between thankU and a regular person to person payment app like Paypal, Venmo, Monzo, etc?


All those payment apps require you to ask, and type in, some kind of personal information about the recipient, such as their email address, username etc. With thankU, you don't need that information, the necessary information to identify them and enable you to tip them is embedded in their thankU tag, which might be displayed on a concierge desk, on the coat button of a porter's sleeve, or on the helmet of the courier delivering your food. It is the closest possible equivalent to the process of tipping with cash - but without the cash… Because your phone simply reads the chip in the thankU tag, the process is simply quicker and 'friction-free'..




How does thankU make money? What does it cost?


thankU adds 5% onto every tip payment which is how it makes money, so if you tip $5.00, then $0.25 is added to the amount, with your total charge being $5.25. thankU does NOT make money from recipients of tips however it deducts Stripe's charges from recipient's tips. Stripe Inc. processes payments for companies such as Amazon, OpenTable, Uber and UNICEF. Its current charges are : USA: 2.9% + 30c & 1% international payment fee & up to $2 per month active account fee & 25c per payout & 0.25% of payout volume See https://stripe.com/us/pricing & https://stripe.com/us/connect/pricing (custom accounts) for more details. UK:
1.4% + 20p on European cards - or - 2.9% + 20p on non-European cards & up to £2 per month account fee & 10p per payout & 0.25% of payout volume See https://stripe.com/gb/pricing & https://stripe.com/gb/connect/pricing (custom accounts) for more details.




is the thankU app only for tipping?


Yes and no. It is designed for tipping and all the display content in the app uses language relating to tipping. However, you could perfectly well use it for any person to person payment, such as paying a babysitter, however because of the 5% processing fee added to the charge of the person tipping, you will need to decide on a case by case basis if it is an attractive option for you given other options which may be available.




Does thankU have access to and/or store my Apple Pay or credit card details?


No - thankU uses the same payment processing components as any other apps who offer payments by these methods, and by design those components are offered by Apple and Stripe so that your personal payment information is neither accessible nor stored by the thankU app or other apps using these components. If you choose to pay directly by credit card, which is the super fast way to use thankU, you enter your credit card details once, they are not stored by thankU but instead converted into a secure digital token used by Stripe, our payment processor, to charge your card. Stripe Inc processes payments for companies such as Amazon, OpenTable, Uber, and UNICEF amongst many others.




What is the difference when I order thankU tags with a Display Name that is different from my username?


Ordering thankU tags with a different Display Name to your username gives you the ability to:

  • operate a thankU pool, where you, as poolmaster, obtain and distribute thankU tags to colleagues, and any thankU payments to those colleagues are paid to the poolmaster's account for you to onward distribute to your colleagues as you determine. An example would be a hotel concierge and his / her team
  • operate a multi-colleague thankU tag where the tip giver gets the chance to choose which colleague to tip. An example would be a hair salon requiring multiple hairdressers to be able to be tipped from one thankU tag displayed at the reception / payment desk.
For detailed information, please see ' All the things you can do if you order thankU tags with a display name different to your username... ' Please see our 'Set up a thankU tipping pool (e.g. hotel)' video ( iPhone vid / Android vid) and 'Multi-colleague tags: manage connected users, including adding and disconnecting' video ( iPhone vid / Android vid) video for more details.




Can I have thankU tags for more than one business / situation on one thankU account?


This depends on the scenario:

  • let's say you are a freelance hair stylist who is paid through their agency but you often get tips on set (although less and less now people carry less cash). Let's say you also do a few shifts at a high street hair salon and they have set their thankU tag(s) up to display a list colleagues to choose from for their clients wishing to tip using thankU. In that situation, you can continue to use your own thankU tag(s) for your freelance business and theirs for your salon business, and tips from both come to your account.
  • on the other hand, if you are hotel porter, the concierge desk runs a thankU pool which they give you a thankU tag for, but in your spare time you are part of a travelling / busking music group who also run a thankU pool for the proceeds of their performances, then you would need to set up a new thankU account (requiring a different email address and username) in order to be part of that group's pool
  • in variation of that scenario, if you were both a hotel porter, and a solo busker who had ordered your own thankU tags through our website, then you would need separate user accounts for each activity
Tip: for situations as above where you may need two or more thankU user accounts, and therefore more than one email address to register them to, if you are on Gmail you may wish to use the '+' convention to alias your existing email such as my.name+anything@gmail.com), which thankU will consider a different email address to your original email address. For further details see http://www.thewindowsclub.com/gmail-address-tricks




Does a tip come to me directly?


Yes and no, and with a short delay (please see 'When and how do I get paid?' below. Your tip will be paid directly in the sense it will be paid to the bank account you connect to your thankU account; for example it does not pass via your employer. Our payment processing platform is provided by Stripe Inc, a large San Francisco-headquartered payment processing platform who process payments for lots of large organisations, including Amazon, Uber, OpenTable, UNICEF and many others. Behind the scenes the thankU app automatically sets you up with your own Stripe 'custom' account which you never see, but which holds your funds in your name whilst you wait for the payment to be onward paid to your own bank account a few days later. The whole process is automatic, and the delay is simply Stripe's way of managing its own risk in terms of things which can go wrong with transactions. In the meantime, you are able to keep track of your payments receipts by accessing the Transaction History through your Account page in the app and on that screen you can also generate this report to be emailed to you in CVS format.




When and how do I get paid?


In order to receive tips with thankU, you need to go to your Account screen in the app and enter the details of the bank account you want the tips to be paid to. Your tips automatically clear into your bank account as follows: - USA bank accounts: 2 days - UK bank accounts: 7 days We will be bringing other countries online in the near future - for the time being thankU recipients require either a US or a UK bank account. You can also view all your tip receipts from your Account Screen and get them emailed to you in CSV format to open in Excel or other applications which can open CSV file format. Please see our 'View and email transaction history and details' video ( iPhone vid / Android vid) for more details.




An overview of thankU


For an overview of thankU, you can also see the intro animation on our home page. thankU is an app for giving and receiving cashless tips. It is designed to be as similar as possible to the physical act of handing someone a tip, as easily and quickly as possible, with the process taking seconds. The person or organisation receiving tips wears or displays a thankU contactless 'tag', instantly recognisable by the thankU logo (see right). Current thankU tag formats include domed stickers (which can also be attached to the back of a phone) silicone wristbands, cuff buttons and PVC cards (credit-card size) - even simple flat vinyl stickers (25mm and 38mm diameter). Please see our 'thankU tag media and where to place them' video ( iPhone vid / Android vid) for more details. People giving tips download the thankU app. When tipping someone with it, they simply hold the top of their iPhone next to a thankU tag (say on a porter's sleeve), or with an Android phone they hold the middle of the back of the phone against the thankU tag - the phone reads the thankU tag and the thankU app then shows who the tip is being given to and if applicable, the name of their business or organisation, and suggested amounts to tip and an 'other' button if the person tipping wants to give a different amount. Tapping on the chosen amount takes them to a payment screen, where they pay by Apple Pay, or credit card (fastest), only needing to enter their details once. Please see our 'Give a tip with thankU' video ( iPhone vid / Android vid) for more details. People receiving tips don't need their phone with them when receiving a tip, they just use the app for creating an account, ordering thankU tags, managing their thankU tags (only if they need to, e.g. hotel poolmaster), managing their bank account for receiving payments and viewing or getting emailed transaction reports of the tips they've received. If you are the manager of a tipping pool or of a multi-colleague thankU tag in a business or organisation, then you can also use the thankU app to manage your users and which tags they are connected to, rather than requesting us to manage this (which we can). Please see our 'Set up a thankU tipping pool (e.g. hotel)' video ( iPhone vid / Android vid) and 'Multi-colleague tags: manage connected users, including adding and disconnecting' video ( iPhone vid / Android vid) video for more details.




How to sign up for a thankU account


Simply:

  1. download the thankU app for iPhone or for Android
  2. tap 'Sign up' on the welcome screen and complete the simple sign up process, which just requires you to choose a username and password, and supply an email address
Tip: if you will be using thankU to receive tips, slide on the switch on the sign up screen, and the app will help you through the onboarding process. If you will only use thankU for giving tips, you're all done. The payment method defaults to Apple Pay or Google Pay depending on your type of phone so you can give tips straight away. By the way, you can give tips even faster if you tap in your credit card details once - they are converted to a secure token for future use. Go to your Account screen in the app to do this. If you will use thankU to receive tips, your next steps are:
  • If you don't already have a thankU contactless tag, order one or more through the Account screen in the app and we will send you them free
  • If you already have a thankU contactless tag you received from someone other than us, connect it to your thankU account - go to your Account screen in the app, Tap the RECEIVE tab then the 'Manage thankU tags' button
  • in both cases, you then connect your thankU account to your bank account where you want your tips paid (unless you joined a tipping pool where the tips get routed to the poolmastmaster)
Please see our selection of short How To videos which walk you through all the above in practice. Also, if you slide the switch on the sign up screen on to indicate you want to use thankU to receive tips, the app will help you automatically follow through the onboarding process. If you manage a team who you want to be able to use thankU, you might want to read this help page on deciding if you want to choose a business / organisation display name for your account which gives you much greater flexibility you may want if you are operating a tipping pool or need to have a number of your staff being able to receive their own thankU receipts from a single thankU tag for example at your reception / payment desk.




How to obtain thank your free thankU contactless tags


We are currently providing thankU contactless tags at no charge (** see below for more details). In order for us to send you thankU tags, you need to create a thankU user account (just choose a username and password and supply an email address) and then order your thankU tag(s) through the app itself. Simply go to your Account screen in the app, and tap the RECEIVE tab, then the 'Order thankU tags' button. Please see our 'Order thankU tags - individuals' video ( iPhone vid / Android vid) for a walkthrough of the order process; if you are a business manager / owner then may we suggest you check out the 'Order thankU tags – tipping pools & multi-colleague tags' ( iPhone vid / Android vid) as well. If you manage a team who you want to be able to use thankU, you might want to read this help page on deciding if you want to choose a business / organisation display name for your account which gives you much greater flexibility you may want if you are operating a tipping pool or need to have a number of your staff being able to receive their own thankU receipts from a single thankU tag, for example at your reception / payment desk. ** we currently limit the free thankU tags we will send you to 3 or 10 depending on the type of account you choose. If you represent a larger organisation which requires more, simply email us at hello@thanku.app to let us know your needs.




Can a thankU account be used to both give and receive tips?


Yes - when you sign up you are automatically ready to give tips; the default payment method is Apple Pay or Google Pay depending on your phone. To receive tips, you tap the RECEIVE tab in your Account screen on the app, and from there you can order free thankU tags, connect your thankU tags to your thankU account and connect your thankU account to your bank account, where your tips get sent.




How and when to choose thankU tag Display Names


When you order thankU tags with your username as the display name, any and all thankU tags you order will display your username as the recipient to anyone giving tips to those tags, and all payments received go to your account. However, your username could still be your business name for example if that suits you. If you choose a display name that is different from your username, you get the sort of flexibility which businesses and other organisation will often want. For detailed information, please see ' All the things you can do if you order thankU tags with a display name different to your username... ' Please also see our 'Set up a thankU tipping pool (e.g. hotel)' video ( iPhone vid / Android vid) and 'Multi-colleague tags: manage connected users, including adding and disconnecting' video ( iPhone vid / Android vid) video for more details.




Do I have to deduct VAT or my country's sales tax from the tips I receive through thankU ?


In the UK, in most cases, no, depending what the payments you receive through thankU are for. For other countries, please read below and then consult your national authority online in the first instance. In the UK:

  • if tips are given freely by customers, or are an optional service charge, then there is no VAT
  • if they represent a Compulsory Service Charge then they are subject to VAT
For further information, please see https://www.gov.uk/government/publications/e24-tips-gratuities-service-charges-and-troncs.




Do I have to pay tax on the money I receive through thankU?


This will depend on the laws of the country you are tax resident in, and the basis on which the money is paid to you through thankU. In the UK, all tips are taxable whether or not paid in cash, and if you don't declare them HMRC is likely to be making a tax deduction from you already based on their own estimate. So in the UK, yes, you are responsible for declaring the tips you receive through thankU as income and paying tax on those tips as you also are obliged to do on any other tips you receive by whatever means. With thankU, both on the app and through the website, you can view on screen or generate a CSV report to be emailed to you of all amounts you have received through thankU, and when you received them. This is an easy way of keeping a record should you ever need it, plus you can easily see who tipped what, who your most generous tippers are. For further information, please see https://www.gov.uk/tips-at-work/tips-and-tax.




Where should you display thankU tags?


You can display thankU tags wherever you feel they are most likely to be noticed by those wishing to tip. Current format include domed sticker, cuff button, silicone writband, PVC card. For more information on thankU tags, see our 'thankU tag media and where to place them' video (iPhone vid / Android vid) for more details. thankU tags can be diplayed:

  • on the counter top of a hotel concierge, car valet or hair salon reception or coat check desk, we have a dedicated thankU tag in a dsiplay unit and card holder (see below) or you might simply display a domed sticker thankU tag
    • When your clients ask what it is, you can say that a number of your clients have requested if there is a way they can tip now that they never carry cash, and so your establishment has signed up with the ThankU app which allows them to do just that if they have an iPhone 7 or above. You can hand them a ThankU info card for further information.
  • on the jacket sleeve, wrist or helmet of a food delivery rider
  • on the coat button of hotel porter
  • on the sleeve/wrist of a car valet
Dedicated thankU tag and customer card holder display unit You can even place a thankU tag on the back of your phone




What do I say to my client when they ask me what the thankU tag is?


It is likely your clients will ask you what the thankU tag you are wearing or displaying is. Our recommended response is to say a number of your clients have requested if there is a way they can tip now that they never carry cash, and so your company has signed up with the thankU app which allows them to do just that. You can let them know they can download the app from the App Store or Google Play. If you wish, you can also give them a thankU info card which we supply you with for the purpose. Please see below front and back of a thankU info card:




What is a thankU tag?


thankU tag is a called a 'tag' because it can be attached to pretty much anything, anywhere... A thankU tag always shows the thankU logo, so wherever you see the thankU logo in real life, it will almost always be a thankU tag, for example on the coat button of a porter's or car valet's sleeve, on a concierge desk, or on the helmet of the courier delivering your food. So to you the thankU tag just looks like the thankU logo wherever you see it, but in reality whether it's a sticker, a button, a silicone wristband or in whatever form, it contains a special computer chip which is how the thankU app identifies the person you want to tip. The only information on the chip is a unique ID which allows thankU to route the payment in the background to the person you want to tip. For more information on thankU tags, see our 'thankU tag media and where to place them' video (iPhone vid / Android vid) for more details. You can even place a thankU tag on the back of your phone thankU display unit used in salons and elsewhere...





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