FAQ

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.

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. We started with 3 currencies and will add more in the future.

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.

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.

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

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.

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.

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

The bank details could be out of date, or there could be insufficient funds in your wallet.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.

The member could have disabled payment requests.

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.

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.

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

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.

You can 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 at info@kogopay.com

Please contact us at info@kogopay.com

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 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.