How to Get Help Fast From KWIQ Support

It's 11:40pm. You sent USDT to your KWIQ wallet an hour ago, the exchange says the withdrawal is complete, and your balance hasn't moved. You open live chat and type: "Hello, my money never enter."

Someone will help you. But that message starts a back-and-forth: which coin, which network, how much, when, sent from where? Each answer costs another round of waiting. Send the same details up front and support can usually start tracing the problem straight away.

Here's how to reach KWIQ, what to send, and how to make sure the person you're talking to actually works for KWIQ.

Where to reach KWIQ support

Support is available 24/7, through four channels:

• Live chat in the app. The natural place to start for most problems, and the conversation stays in writing.
• Live chat on kwiq.app. Useful if you can't get into the app, or you're working on a laptop.
• Email: admin@kwiq.app. Good for longer explanations or several screenshots.
• Phone: +2348098460000. For when you'd rather talk it through.

They're all on our support page too. Save the email and number in your contacts now, under a name you'll recognise, so you never have to search for "KWIQ support" in a panic. Search results and social media comments are exactly where fake agents wait.

The one-message checklist

Before you hit send, check that your message includes:

1. The email address or phone number on your KWIQ account, so support can find you.
2. What happened, in one sentence. "I sent USDT and it hasn't shown up" or "I sold BTC and the naira hasn't reached my bank".
3. The coin you sent or sold.
4. The network you sent on, for example TRC20, BEP20 or ERC20 for USDT.
5. The amount, exactly as the sending wallet shows it.
6. The transaction hash (TXID), copied in full, never retyped.
7. The date and time you sent it.
8. A screenshot of the transaction details from the wallet or exchange you sent from.

Here's what a good first message looks like. The details are invented:

Hi, my deposit hasn't arrived. Account email: tunde@example.com. Coin: USDT. Network: TRC20. Amount: 150 USDT. TXID: (full hash pasted here). Sent from my exchange at 10:35pm today. Screenshot attached.

It takes a minute to write, and it answers every question support would otherwise have to ask one at a time.

What to send for common problems

Problem	What to include	Worth checking first
Deposit not showing	Coin, network, amount, TXID, time, screenshot	Is the transaction confirmed on a block explorer?
Sent on the wrong network	Coin, the network you used, the network KWIQ showed, TXID	Don't send anything else until support replies
Naira not in your bank	Amount, bank name, time of the withdrawal, screenshot of the KWIQ transaction	Pull down to refresh your bank app and check the account number you chose
Gift card trade	Card type, value, time of the trade, screenshot	The card type and rate the app showed
Airtime, data or bill payment	Network or biller, phone or meter number, amount, time	That the number or meter you typed was correct
Can't sign in	The email or phone on your account and the error you see	Never pass on a code someone sends you

For deposits, our guide to what happens after you send crypto to KWIQ explains the normal stages, so you can tell "slow" from "stuck". For withdrawals, see naira withdrawal delayed.

Finding your TXID

The TXID (also called the transaction hash or transaction ID) is a long string of letters and numbers that identifies your transfer on the blockchain. You'll find it in the withdrawal or transaction history of the exchange or wallet you sent from. Tap the transaction and look for "TXID", "Hash" or "Transaction ID", then use the copy button.

Paste it into a block explorer for that network and you can see for yourself whether the transfer is confirmed, pending or failed. Our guide on tracking a transaction with a blockchain explorer shows how. A TXID that shows a confirmed transfer to the right address is the most useful thing you can hand support.

One more tip: if a deposit is late, don't send the crypto again to "push" it. A second transfer won't hurry the first, and if the first one went wrong, you'll have two problems instead of one.

What KWIQ support will never ask for

KWIQ will never ask for your password, PIN or one-time codes (OTPs), by chat, phone, email or social media. Not to "verify" you, not to "fix" a deposit, not for any reason.

Fake agents usually have a second move ready, so treat any of these requests as a scam, whoever makes them:

• your seed phrase or private key for any wallet;
• installing a screen-sharing or remote-access app so "an engineer" can look at your phone;
• sending crypto or naira to an address or account to "activate", "validate" or "release" your funds;
• clicking a link to a page that asks you to log in.

How to spot fake KWIQ support

Fake support usually finds you, not the other way round. Post "KWIQ, my deposit hasn't arrived" on X or in a Facebook group, and within minutes someone called "KWIQ Support" or "KWIQ Help Desk" may appear in your DMs.

Signs you're dealing with an impostor:

• They contacted you first, often right after you complained in public.
• They want to move the chat to WhatsApp or Telegram.
• They ask for a code, your PIN or a payment.
• They rush you: "your account will be suspended in 30 minutes".
• The handle is slightly off: an extra letter, an underscore, a string of numbers, or a brand-new account with hardly any posts.

What to do: stop replying, don't click anything, and start a fresh conversation yourself through the app, kwiq.app, admin@kwiq.app or +2348098460000. KWIQ's real social media accounts are linked at the bottom of kwiq.app, so you can always check you've found the right one. Our article on fake crypto support scams has more examples of how these chats go.

If you've already shared a code or password, move fast: change your password from a device you trust, contact KWIQ through the official channels, and follow our first-hour plan for a hacked account.

Keep these details within reach

Add admin@kwiq.app and +2348098460000 to your contacts today, while nothing is wrong. If you're not on KWIQ yet, download the KWIQ app and you'll find live chat inside, whatever the hour. If your phone is full, you can create a free account on the web instead.