Frequently asked questions.

Every customer must have their own individual Kyshi account

The name on your Kyshi account must be your full legal name as it appears on your government-issued ID

 

If you made a mistake when registering (e.g. your name is misspelt), please reach out to us via support@kyshi.co. We are always happy to help!

 

The date of birth on your Kyshi account must be your real date of birth as it appears on your government-issued ID

 

If you made a mistake when registering (e.g. you mistyped your date of birth), please reach out to us via support@kyshi.co. We are always happy to help!

 

The address on your Kyshi account must be your full residential address 

 

To change your phone number or home address, log in on our app and go to My account details

 

If you no longer have access to the phone number on your records, please reach out to us via support@kyshi.co. We are always happy to help!

 

Your country of residence on your Kyshi account must be the country you currently live in. You cannot change this unless you have permanently moved to a different country

 

If you have moved to a new country or made a mistake when registering (e.g. you chose the wrong country) please reach out to us via support@kyshi.co. We are always happy to help!

 

To change the email address on your account, log in to our app and visit My details

 

If you have any trouble doing this, please reach out to us via support@kyshi.co. We are always happy to help!

 

If you cannot remember your account password for the website:

1.    Go to Login on the Kyshi App

2.    Click on ‘Forgotten password?

3.    You will be redirected to a page for you to enter your email address

4.    Once you fill in your email address, you will receive an email containing a password reset link

5.    Click on the link and reset your password.

 

When you first use the Kyshi app on Android or iOS, you will be asked to set up a PIN to secure your account If you have forgotten the PIN:

1.    Open the app

2.    Go to Settings 

3.    Click Reset Pin 

4.    You will be prompted to select a new PIN

 

We only permit one account per customer for now

We do not permit joint accounts or multiple account holders, for now, Each customer must create their own individual account

 

We need to be able to check the identity of every individual who uses Kyshi

 

To disable your Kyshi account, contact us 

If you change your mind, you can also reactivate your account by contacting us

 

Kyshi are legally required to keep full records of our customers’ transaction histories This means we cannot remove or delete transaction history entries

 

If you are not happy with the service you have received from Kyshi, please contact us in the first instance We will get back to you as soon as possible - please wait for our response

 

We hope we can rectify the situation, but if you want to escalate your complaint after you’ve received our written response or offer, then please refer to the ‘Complaints’ section of your terms and conditions This will describe the complaints process in the jurisdiction where you live

 

If you live in the UK and are not satisfied with our final response to your complaint, you can refer your complaint to the Financial Ombudsman Service (FOS)

 

If you live in Nigeria and are not satisfied with our final response to your complaint, you can refer your complaint to support@kyshi.co and 

 

You may be asked for a reference number or for details of your correspondence with Kyshi You can use admin@kyshi.co as our email address