KWIQ support: help with your account and transactions
Live chat in the KWIQ app is the fastest way to get help, any time of day. Below are answers to the most common questions, and a form to reach the support team by email.
My crypto deposit hasn’t arrived
A deposit shows in KWIQ once the blockchain has confirmed it, which can take longer when a network is busy (Bitcoin especially). Check the transaction hash in a block explorer: if it’s still pending, it needs more time.
Check that you sent the right coin, to the address in your KWIQ app, on the network shown next to it. If the transfer is confirmed but your balance hasn’t updated, send us the transaction hash with the form above or in live chat.
My withdrawal hasn’t reached my bank
Trades are fully automated, so most sales are done in minutes once your deposit is confirmed on the blockchain. Naira withdrawals are ordinary bank transfers, so check that the account number and bank are right in your transaction history. If the money hasn’t arrived, contact us with the withdrawal reference and we’ll trace it with you.
I sent crypto on the wrong network
Stop, don’t send more, and contact us with the transaction hash, coin, network, amount and both addresses. We’ll try to help, but recovery can’t be guaranteed. Read what to do if you sent crypto to the wrong network, and use the address checker next time.
Airtime, data or a bill payment
Check the phone or meter number in your transaction history, and your balance with *310# (airtime) or *323# (data): see all balance codes. If something still looks wrong, send us the reference. Buy airtime and data.
Signing in, verification and security
If you can’t sign in, contact us from the email address on your account. To meet the law, KWIQ and its licensed partners verify identities: make sure your details match your ID exactly. If you think someone else has accessed your account, tell us straight away.
Before you contact us
- The email or phone number on your KWIQ account
- The transaction reference or blockchain transaction hash
- The coin or service, amount and network
- Roughly when it happened, and a screenshot if you have one
Protect your account
- KWIQ will never ask for your password, PIN, one-time codes or wallet recovery phrase, by phone, email, chat or social media.
- Only use the contact details on this page. Fake “KWIQ support” accounts on social media are scammers.
- Never send crypto or money to anyone who contacts you claiming to be from KWIQ.
