FAQ

KogoPay
    • Download application -> iOS and Android

      Start using KogoPAY now. Easily download at the Apple Store or via Google Play.

    • Verification

      As a KogoPAY member, you can verify yourself according to local regulatory requirements and then set up a wallet in your default national currency.

    • What is OTP used for?

      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.

    • Why is identity verification needed?

      To comply with the Financial Conduct Authority (the UK Regulator) and to build a strong and compliant KogoPAY network we ask all members to confirm their identity and confirm their email or phone number. We keep this safe according to the rules of GDPR and the UK Data Protection Act 2018.

    • How do I verify my identity?

      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.

    • I’m unable to verify my identity

      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.

    • What age do I have to be to use KogoPAY?

      Each country has different age requirements. Depending on your nationality, our age requirements will vary.

    • How many wallets can I have?

      KogoPAY provides options to have wallets in different currencies. We started with 3 currencies and will add more in the future.

    • Why can’t I create a new wallet with the same currency?

      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.

    • What currencies are supported?

      Currently with KogoPAY you can send and receive payments in Thai Baht, UK Pound Sterling (British Pound), Euro. We will add more currencies in the future.

    • Can I transfer funds from my bank account into KogoPAY?

      Yes, KogoPAY members can transfer money from their bank accounts to top up money into their wallets.

    • Why has my top up failed?

      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.

    • My balance hasn't updated

      Your balance will be updated once processing is complete.

    • How do I send money to another KogoPAY member?

      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.

    • How do I send money to a bank account?

      Specify the recipient's bank account details and then complete the payment screen to send money directly to their bank account.

    • Why hasn't my balance been updated?

      Either there was an error with your transaction or it is still being processed.

    • I'm trying to send money and it's not working

      The bank details could be out of date, or there could be insufficient funds in your wallet. Also, check your WiFi or mobile phone signal.

    • Why can’t I request funds from a member?

      The member could have disabled payment requests.

    • Why would I use QR code payment instead of the transaction function?

      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.

    • How can I send/receive money via a QR code?

      KogoPAY wallets have QR Codes. By scanning a member’s QR Code, you can send/receive payments.

    • How do I know if the transaction was successful?

      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.

    • Why was I charged for sending money?

      KogoPAY charges a small commission to manage the KogoPAY network, pay KogoPAY’s service providers, and manage the infrastructure.

    • Is this payment method safe?

      All KogoPAY methods follow the accepted levels of security including encryption. Hence your payments are safe and secure.

    • QR code isn’t working

      Your camera could be faulty. You could also try adjusting your position so that all the QR code is captured by your camera.

    • I need to edit my personal details

      This may be done in Edit Settings.

    • I forgot my PIN code

      The PIN may be reset by visiting Settings and requesting a new PIN.

    • I want to change my 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.

    • I have exceeded all my PIN tries

      You can request a new OTP.

    • My device has been lost or broken

      When you have a new phone, reset the PIN and link the new phone to your KogoPAY wallet.

    • I want to change my device

      For the new device, link the new phone to the KogoPAY Wallet and reset your PIN.

    • I want to terminate my KogoPAY account

      Please contact us at info@kogopay.com

    • How do I reactivate my account?

      Please contact us at info@kogopay.com

    • How do you confirm my email address?

      We confirm your email address by asking you to enter an OTP (one time password) which we email to you.

    • How do you confirm my mobile number?

      We confirm your phone number by asking you to enter an OTP (one time password) which we text to you.

    • Why do we need to answer some questions about PEPs (Politically exposed persons) and source of fund when we register on KogoPAY?

      We would like to build a strong and compliant KogoPAY network of members. We ask all members to confirm their source of fund and confirm that they are not politically exposed persons.