The majority of your ongoing support will come from Kiva's Partner Support Team (partnersupport@kiva.org), which is based in our headquarters in San Francisco. Kiva’s Partner Support team members are experts on how Kiva and Kiva's systems work, while the Portfolio Manager is more knowledgeable about the specifics of your individual organization. Partner Support is in close contact with Portfolio Managers and will escalate anything to them if needed. Before you email Partner Support or your Portfolio Manager, please be sure to check for the answer in the PA2 Help Center.

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If you cannot find your answer there, general questions about Kiva's policies and systems should go directly to Partner Support:

• Using PA2

  • I do not understand the Supply and Demand box on the Home page. Can you explain how I can best use it?

  • Is information about the amount I raised available in PA2?

• Clarifying Kiva Policies​

  • Why can’t I have the borrower’s last name in the loan profile?

  • How many days does a loan have to fundraise on Kiva.org?

• Repayment Reporting

  • What do the error messages I receive when uploading repayments mean?

  • I am having trouble uploading my CSV. Can you please help me format it correctly?

• Issue Loans​

  • I reviewed the issue that was reported in this loan, and the information is accurate. Can you please approve this loan?

  • Can you help me understand what is wrong with this loan? I don’t understand the note.

• Defaults​

  • I have many loans that should be defaulted because of the same reason. Can you process a mass default for me?

  • What happens after I submit a “do not default” request for a loan at risk of default?

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Questions specific to your Kiva partnership should go to your Portfolio Manager:

• Billing

  • We raised $3,500 last month. Why did Kiva not send it to us?

• Credit Limt

  • ​Can you please increase our Education loan theme’s credit limit?

• Loan Themes​

  •  We are making changes to our Youth loan product and would like to change the maximum age from 18 to 21. Do you allow this?

• Borrower Verification Results​

  • ​What specifics steps should I be taking to make sure we pass our next Borrower Verification?