Trying to resolve a question about KogoPAY? We have lots of answers to commonly asked questions here. If you still need further support, please contact us.
Start using KogoPAY now. Easily download at the Apple Store or via Google Play.
As a KogoPAY member, you can verify yourself according to local regulatory requirements and then set up a wallet in your default national currency.
An OTP (One Time Password) is sent in an email/text for PIN resets. The OTP allows one-time access so that you can change your PIN.
To build a strong and compliant KogoPAY network of members we ask all members to confirm their identity and confirm their email or phone number. We keep this safe according to the rules of the Financial Conduct Authority (the UK Regulator).
State documents such as a passport or citizen ID may be used to confirm your identity, and by responding to an email or SMS we can confirm your email/phone.
If the images of state documents are too low quality, please take new images and reupload them. Check your email spam folder, and confirm that your SMS is working.
Each country has different age requirements. Depending on your nationality, our age requirements will vary.
KogoPAY provides options to have wallets in different currencies. You may have up to five KogoPAY wallets.
Each member has only one wallet per currency. This is because payments are made to members and not wallets so only one wallet is needed.
We can convert currencies too, but multiple wallets for different currencies eliminates currency conversion fees which is better for you.
With KogoPAY you can send and receive payments in Thai Baht, UK Pound Sterling (British Pound), Euro, Danish Krone, Swedish Krona, Norwegian Krone, Swiss Franc, US Dollars, Hong Kong Dollar, Singapore Dollar, Canadian Dollar, Indian Rupee, and Australian Dollar and others (see the list).
You can set a limit on spending and cash withdrawls in Settings.
At KogoPAY, you can fund your wallet from credit cards and debit cards.
Yes, we also offer a bank account top up service with the KogoPAY app.
A bank account or credit/debit card provides a funding source and a confirmed verification of your identity.
Check the details that you have entered into the KogoPAY app. If any of the details are incorrect, or your card has expired, then a top up could fail. Also ensure that you are in a reliable area for WiFi or a mobile phone signal.
Your balance will be updated once processing is complete.
Fees are charged to ensure we can securely maintain your balance using regulated services.
A wallet is kept for account history transactions but we may archive it.
We need a wallet to be empty before we can archive it. To stop using a wallet, transfer the money so that we can archive it.
To send money to a KogoPAY member, find them using the Search option and their email address. Then select the currency you want to send them on the payment screen. You can also add KogoPAY members to your friends list.
Specify the recipient's bank account details and then complete the payment screen to send money directly to their bank account.
If you exchange money digitally and then transfer it, there could be two fees, one for conversion and one for transfer.
Sending money from one of your wallets to the recipient in the same currency avoids conversion fees. KogoPAY allows multi-currency wallets.
Your transaction may have failed if your debit or credit card has expired. Transaction failure can also occur if an account or wallet changed during the transaction. Also check the quality of your WiFi or mobile signal.
You are only debited when the recipient has received your payment. If they did not receive it, check the credit/debit/bank account you used and your KogoPAY member details.
To adjust the limits, open Settings and enter the new limit.
Either there was an error with your transaction or it is still being processed.
The amount is shown in the amount sent, minus fees.
Your card or bank details could be out of date, or there could be insufficient funds in your wallet. Also, check your WiFi or mobile phone signal.
The member could have disabled payment requests.
KogoPAY charges for sending money and performing currency exchanges. These cover operating costs and the fees are shown in the transaction detail.
All pending requests are shown in the Request screen and they may be cancelled from that screen.
Search the user name, and then select 'block'.
The exchange rate is determined by the wholesale currency markets and shown to you before you confirm the transaction. We have full transparency on all fees and conversion rates.
Yes, KogoPAY charges for converting currencies.
Money may be sent direct to a bank account, or you may open a new wallet in your selected currency.
QR Code scans are a visual scan and all payment identifiers are detected in one scan. If someone has a QR Code on printed material or a website, we can identify the receiver without any more details.
KogoPAY wallets have QR Codes. By scanning a member’s QR Code, you can send/receive payments.
KogoPAY is a global money transfer network allowing payments to anyone globally.
Your KogoPAY wallet has a full reporting system showing the success of the transaction and all the transaction details, including sender, receiver, reference number, date, and amount.
KogoPAY charges a small commission to manage the KogoPAY network, pay KogoPAY’s service providers, and manage the infrastructure.
The only limit is the funds available in your wallet.
All KogoPAY methods follow the accepted levels of security including encryption. Hence your payments are safe and secure.
Currently you can collect your money at airports and shopping malls/centres with our partner – Superrich Thailand. We'll update our website as other partners come on board.
You are limited to your available balance.
We don't provide this service yet.
Your camera could be faulty. You could also try adjusting your position so that all the QR code is captured by your camera.
This may be done in Edit Settings.
The PIN may be reset by visiting Settings and requesting a new PIN.
Normally, a PIN would not be changed. If KogoPAY wallet access is compromised by a third party, then a PIN change might be needed. This can be done using Settings in your KogoPAY app and requesting a new PIN.
Request a new OTP.
When you have a new phone, reset the PIN and link the new phone to your KogoPAY wallet.
For the new device, link the new phone to the KogoPAY Wallet and reset your PIN.
Please contact us.
Please contact us.
KogoPoints are a type of reward, used with participating merchants.
You can earn KogoPoints by using KogoPAY.
We confirm your email address by asking you to enter an OTP (one time password) which we email to you.
We confirm your phone number by asking you to enter an OTP (one time password) which we text to you.
We confirm your ID by asking that you upload this into KogoPAY using your phone’s camera.