Parent & Participant Help Guide

I forgot my password. What should I do?

Click “Forgot Password” on the login page. Enter your email to receive a reset link, then follow the instructions to set a new password.

I don't remember which email I used.

Contact support with your child's name and phone number. We'll verify your details and help you log in.

I didn't receive the OTP (verification code).

Work through these steps:

1. 1Wait 2–5 minutes.
2. 2Make sure your phone has signal and connection.
3. 3If nothing happens, click “Resend OTP”.
4. 4If it still doesn't arrive, contact our support and the team will assist you.

My OTP expired before I entered it.

Request a new OTP using the “Resend OTP” button.

My account is locked after too many attempts.

Wait 3 hours and try again, or reset your password. If this fails, call our support team.

I can't finish registering my child.

Make sure all required fields are filled. Mandatory fields are marked with a red asterisk (*).

My photo or video won't upload.

Check the following:

1. 1Ensure the file size is within limits — max 5 MB for images, and under 1 minute at 50 MB for videos (a slideshow works well for this).
2. 2Use a supported format (JPEG, PNG, MP4).
3. 3Try a stable Wi-Fi connection.
4. 4If it still fails, contact support.

I uploaded the wrong photo/video by mistake.

You can edit or replace your entry before voting starts. Three images may be used per month throughout the quarter, but each removal subtracts from the three allowed times even if it was an error. Contact support if you need extra help.

My entry was rejected.

Check that your submission follows the rules: no nudity, inappropriate content or copyrighted material. Adjust and resubmit.

My child's age category is wrong.

Contact support with your child's birth date, full names and their Cutty Kiddies unique code to correct the category.

The registration form freezes or crashes.

Try refreshing the page or use a different browser. Progress is saved automatically.

I can't vote — the button doesn't work.

Try these steps:

1. 1Refresh the page.
2. 2Clear your browser cache.
3. 3Disable ad blockers.
4. 4Try a different browser.

My votes aren't counting.

Votes cast on the website update in real time, but other voting methods are populated and updated every day at midnight (00:00). If you suspect a problem, refresh the page or contact support.

Duplicate votes are blocked. Why?

To ensure fairness, the system only counts one vote per person per entry.

I see suspicious votes on other entries.

We monitor and remove fake votes automatically. All valid votes are counted fairly.

The voting page is slow or not loading.

Check your internet connection or try voting during off-peak hours.

My OTP didn't arrive by SMS.

Try these steps:

1. 1Wait a few minutes.
2. 2Check your phone's signal.
3. 3Click “Resend OTP”.
4. 4If it still doesn't arrive, try using your email instead.

My phone number changed.

Contact support with your ID and new number to update your account.

I entered the wrong number by mistake.

Correct it before verifying your account. If already submitted, contact support.

The website is loading slowly.

Refresh your browser, clear the cache, or try another device. On mobile, make sure you have a strong connection.

Pages are broken or not displaying correctly.

Update your browser to the latest version or try a different browser.

The competition timer is wrong.

The timer is based on South African time (SAST). Check your device's clock.

The page freezes during submission.

Refresh, and your progress should auto-save. Contact support if it doesn't.

Payment failed. What do I do?

Retry the payment, use another card, or try EFT/online payment methods. Contact support if issues persist.

I was charged twice.

Contact support. We will refund the extra payment immediately.

I paid but votes were not added.

Contact support with your transaction ID. Your votes will be credited manually.

My photo/video is too large.

Compress the file or reduce the video length. Guidelines are provided during upload.

I used music or copyrighted content.

Only original content is allowed. Remove copyrighted material and re-upload.

My photo/video contains other children.

Make sure you have permission from their parents, or blur their faces.

My video is blurry or low quality.

Follow the guidelines for clear, well-lit submissions. Low-quality submissions are automatically rejected to keep the standard of the show and ensure quality in our competition.

How are winners selected?

Winners are determined by votes and the adjudicators' final vote counts. We have 10 adjudicators who each count the votes from all voting platforms and means. These counts are compared against each other, and the president checks the final votes for miscalculations or errors. The children with the most votes are then crowned winners in all categories. In the event of close calls and ties, a recount is called; if the votes are the same on the second run, the adjudicators and the president have the discretion to decide the winner using accurate time stamps in our systems that show who reached the score first.

There's a tie in votes.

Tie-breakers are applied fairly according to competition rules.

I think the results are unfair.

We audit votes and scoring. Only verified votes are counted. Contact support for clarification.

What if I withdraw my child after submission?

Notify support immediately. The prize will be awarded to the next eligible participant.

How will prizes be delivered?

Winners will be contacted via email or phone. Prizes are sent via tracked courier.

You can't reach the winner.

We will try for 7 days. If the winner is still unreachable, the prize goes to the runner-up.

The prize is delayed.

You will receive tracking information. Contact support for updates.

How can I contact support?

Use the support form on the website, email us at support@cuttykiddies.co.za, or reach us on WhatsApp.

I sent a message but haven't received a reply.

Our team responds within 48 hours. Please check your spam/junk folder.

I have questions about the rules.

All rules are on the website. If anything is unclear, contact support for a simplified explanation.

Is my child's data safe?

Yes. Cutty Kiddies follows South African privacy laws (POPIA). Only essential information is collected.

Can I delete my child's data?

Yes. Contact support to request deletion.

My child's photo/video will be used publicly.

Only approved submissions may be used for promotion, as stipulated in our terms and conditions and within the contract every parent/guardian agrees to when registering their child. We follow safe protocols: when used, your child's data is locked and cannot be reused or stolen. We also have the right as a company to take legal action against any infringement involving our contestants, including on concerns brought forward by parents and guardians.

How do I report inappropriate behaviour or scams?

Email scams@cuttykiddies.co.za on our emergency contacts, or contact support immediately.