Customer Support
Need assistance with your KanaCash account, transactions, or any of our services? Our dedicated support team is ready to provide the help you need.
Effective Date: [5th August 2026]
KanaCash Customer Support Policy
KanaCash is committed to providing timely, reliable, and professional customer support for all users of our website and mobile application.
This Support Policy explains how users can obtain assistance, report issues, and request account-related services.
Contacting KanaCash Support
KanaCash provides customer support through the following official channels:
In-App Support
Users can submit a support request directly within the KanaCash mobile application.
To raise a ticket:
- Log in to the KanaCash App.
- Open the sidebar menu.
- Select Support.
- Tap Raise a Ticket.
- Complete the support form and submit your request.
Email Support
Users may also contact us by email.
Email: support@kanacash.com
Support Availability
Our customer support team aims to respond to all enquiries within 24 hours, excluding weekends, public holidays, or circumstances beyond our reasonable control.
Account Assistance
KanaCash Support can assist with:
- Account Registration
- Login Issues
- Forgot PIN
- Change PIN
- Identity Verification (KYC)
- Phone Number Update
- Profile Assistance
Forgot PIN
To change your PIN:
- On the login screen, select Change PIN.
- Follow the on-screen instructions.
- Complete verification where required.
Identity Verification
Identity verification begins during registration.
Users may continue using KanaCash while verification is pending. However, some services or transaction limits may remain unavailable until verification has been successfully completed.
If additional information is required, KanaCash will notify you through the application.
Phone Number Update
For security reasons, phone number changes require verification.
Please contact KanaCash Support and provide the required identity information before the update can be processed.
Transaction Support
KanaCash Support can assist with:
- Failed Transactions
- Delayed Transfers
- Wallet Funding Issues
- Payment Issues
- Incorrect Transaction Status
- General Transaction Enquiries
When raising a support request, please include:
- Registered Phone Number
- Transaction ID (if applicable)
- Date and Time
- Description of the issue
Providing complete information helps us investigate and resolve your request more efficiently.
Security Support
If you suspect unauthorized access or fraudulent activity:
- Change your PIN immediately using the Change PIN option on the login screen.
- Contact KanaCash Support immediately.
- Do not share your PIN, OTP, or verification codes with anyone.
KanaCash may temporarily restrict account access while investigating suspected security incidents.
Account Closure
Users may request to close their KanaCash account at any time.
To request account closure:
- Log in to the KanaCash App.
- Open the sidebar menu.
- Select Close Account.
- Submit your account closure request.
Before an account can be permanently closed:
- Any remaining wallet balance must be withdrawn or transferred.
- Pending transactions must be completed.
- KanaCash may retain certain records where required by applicable laws and regulatory obligations.
Account closure requests are typically processed within 7 business days.
Support Response Times
Request Type | Typical Response Time |
General Enquiries | Within 24 hours |
Login Assistance | Within 24 hours |
PIN Assistance | Within 24 hours |
Identity Verification | Within 24 hours |
Transaction Issues | Within 24 hours |
Technical Support | Within 24 hours |
Account Closure | Up to 7 business days |
User Responsibilities
To help keep your KanaCash account secure, you should:
- Keep your PIN confidential.
- Never share OTPs or verification codes.
- Use accurate and up-to-date account information.
- Report unauthorized activity immediately.
- Keep your registered phone number active.
- Notify KanaCash if your mobile device is lost or stolen.
Policy Updates
KanaCash may update this Support Policy from time to time to improve our services or comply with legal and regulatory requirements.
Any updates will be published on our website and mobile application with a revised Effective Date.
Contact Us
For assistance, users may contact KanaCash through either of the following channels:
In-App Support
- Open the KanaCash App.
- Navigate to Support.
- Select Raise a Ticket.
- Submit your request.
Email Support
KanaCash Support
Email: support@kanacash.com
Typical Response Time: Within 24 hours.
Get Support!
Whether you have a question, need technical assistance, or require help with your account or transfers, we’re here to assist. Reach out using the details below or send us a message, and we’ll get back to you as soon as possible.
