Get support

Support is inside the app, where your receipts are, because almost every real question is about a specific order.

Step by step

1. Open Help. Common questions sit at the top: why a gift card was declined, when an eSIM starts counting down, whether a BVN is needed, and what happens if you sign out and cannot get back in.
2. Read the answer to your question first. They are written to actually answer, not to deflect.
3. Talk to a person if it is about money in flight. Anything involving a payment, or anything needing a written record, goes to a person by email through the same screen.
4. Give it a short title and say what happened. Include the receipt reference. It is the single most useful thing you can supply.

What to expect

Email is contact@kpali.app. WhatsApp support is currently the FirstFlip channel — the Kpali handle needs updating and this page will say so until it is.

Kpali will never ask you for a gift-card code, a PIN, or a wallet phrase on any channel. Anyone who does is not Kpali, no matter what the profile says.

What goes wrong

• Sending a screenshot without the reference.
• Retrying a payment while asking about it.
• Trusting a handle that claims to be Kpali. Verify it on the app's own Is this really us screen.

Why this matters

Support sits inside the app because that is where the receipts are, and almost every real question turns out to be about a specific order.

The common questions are answered in full rather than deflected — why a gift card was declined, when an eSIM starts counting down, whether a BVN is needed, and what happens to your balance if you sign out and cannot get back in. Each of those has a real answer, and the app gives it rather than routing you to a form.

For anything involving money in flight, use the path to a person. Include the receipt reference: it is the single piece of information that turns a description into something that can be looked up and acted on.

One safety rule covers every channel. Kpali will never ask you for a gift-card code, a PIN, or a wallet recovery phrase. The app carries a screen for checking whether a handle claiming to be Kpali really is, because impersonation is the most common way people lose money on any payment product.

What you will see

What follows are photographs of the app itself, so the layout you read here is the layout you will meet. These are the screens this page refers to when it says get support. Both the light and the dark theme appear, because the app follows your phone.

• Kpali support with common questions and a way to talk to a person (dark theme)
• Kpali help answering whether your balance is safe after signing out (light theme)
• Kpali help explaining why a gift card was declined and what happens next (light theme)
• Kpali help explaining when an eSIM starts counting down (light theme)

Questions

How do I request a refund?

Open Help, choose to talk to a person, and include the receipt reference. Anything involving money in flight goes to a person with a written record.

What if my Quick OTP code never arrived?

You are charged for a code you receive. If none arrived, that is the refund path, and the receipt is what makes it provable.

Why was my gift card declined?

Sometimes there is no live offer for that brand and band, and sometimes the card was already redeemed before it reached you. Support checks which rather than guessing.

How do I know a message is really from Kpali?

The app has a screen for exactly that. Kpali never asks for a code, a PIN or a wallet phrase on any channel.

Which WhatsApp is the real one?

Support currently runs on the FirstFlip channel; the Kpali handle needs updating and this site says so rather than pretending otherwise.

Read next

• Read a receipt — the three states, and why one of them means do nothing
• PIN, biometrics and staying safe — device risk, chain risk, and the impersonation that costs most people money
• Buy a gift card — a code on the receipt, and the country that governs it
• Reuse an OTP number — the window, what it is worth, and when it closes

All of this happens on a handset. This website explains it, and on its store-credit page alone takes a bank transfer for credit.

This guide describes the app. The one page here that takes payment is store credit by bank transfer; no page asks for a card.