• 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 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).

  • 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. You may have up to five KogoPAY wallets.

  • 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.

  • Why do I have to hold wallets with different currencies?

    We can convert currencies too, but multiple wallets for different currencies eliminates currency conversion fees which is better for you.

  • What currencies are supported?

    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).

  • How can I set a spending limit?

    You can set a limit on spending and cash withdrawls in Settings.

  • Can I top up my KogoPAY balance from my credit card?

    At KogoPAY, you can fund your wallet from credit cards and debit cards.

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

    Yes, we also offer a bank account top up service with the KogoPAY app.

  • Why do I have to link a bank account or credit card to top up a wallet?

    A bank account or credit/debit card provides a funding source and a confirmed verification of your identity.

  • 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.

  • Why was I charged a fee for my top-up?

    Fees are charged to ensure we can securely maintain your balance using regulated services.

  • Why I can’t delete my wallet?

    A wallet is kept for account history transactions but we may archive it.

  • Why do I have to transfer money to another wallet before you can archive a wallet?

    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.

  • 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 I have been charged more than once for the same transaction?

    If you exchange money digitally and then transfer it, there could be two fees, one for conversion and one for transfer.

  • How can I avoid currency conversion when sending money?

    Sending money from one of your wallets to the recipient in the same currency avoids conversion fees. KogoPAY allows multi-currency wallets.

  • Why did my transaction fail?

    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.

  • My recipient hasn’t received their money

    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.

  • How can I increase my spending limit?

    To adjust the limits, open Settings and enter the new limit.

  • Why hasn't my balance been updated?

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

  • I haven’t received the correct amount

    The amount is shown in the amount sent, minus fees.

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

    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.

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

    The member could have disabled payment requests.

  • Why was I charged for sending money?

    KogoPAY charges for sending money and performing currency exchanges. These cover operating costs and the fees are shown in the transaction detail.

  • How can I cancel my request for payment?

    All pending requests are shown in the Request screen and they may be cancelled from that screen.

  • How can I block a user from requesting money?

    Search the user name, and then select 'block'.

  • What foreign exchange rate will I get?

    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.

  • Will I be charged for exchanging foreign currencies?

    Yes, KogoPAY charges for converting currencies.

  • What if I don’t have those currency wallets?

    Money may be sent direct to a bank account, or you may open a new wallet in your selected currency.

  • 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.

  • Do I need to be near the receiver/sender to complete the transaction?

    KogoPAY is a global money transfer network allowing payments to anyone globally.

  • 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 I was charged for sending money?

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

  • Is there a minimum or maximum amount when making QR code payment?

    The only limit is the funds available in your wallet.

  • Is this payment method safe?

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

  • Where can I collect money?

    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.

  • Is there a minimum or maximum amount for withdrawing cash?

    You are limited to your available balance.

  • Can I withdraw cash over the counter at a local or overseas bank?

    We don't provide this service yet.

  • 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

    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.

  • How do I reactivate my account?

    Please contact us.

  • What are KogoPoints used for?

    KogoPoints are a type of reward, used with participating merchants.

  • How can I earn KogoPoints?

    You can earn KogoPoints by using KogoPAY.

  • Do KogoPoints expire?

    No.

  • 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.

  • How do you confirm ID cards (Thailand/EU citizen)?

    We confirm your ID by asking that you upload this into KogoPAY using your phone’s camera.