How to Raise a Dispute or Contact Support

What to do if a payment fails, a deposit does not reflect, or you have an issue with your account.

If something goes wrong with a payment or deposit, KivoraPay has a structured process for resolving it. Here is what to do.

If a bill payment failed but your balance was deducted

In most cases, your balance is automatically refunded within seconds if a payment fails. If your balance has not been restored after a few minutes, go to the Disputes section and submit a report. Select "Bill payment failed but balance was deducted" as the subject and include your transaction reference.

If a deposit has not reflected

Wait five minutes for Solana deposits and thirty minutes for Bitcoin deposits before taking action. If your balance still has not updated, go to the Deposits section and submit a manual claim with your transaction hash. Our team will verify and credit your balance within two hours.

Raising a dispute

1. 1

   Go to the Disputes page from your dashboard.

2. 2

   Select the subject that best matches your issue.

3. 3

   Enter a description of what happened (minimum 20 characters).

4. 4

   Include your transaction reference ID if you have it.

5. 5

   Submit. You will receive a confirmation and our team will respond within 2 business hours.

Available dispute subjects

1. 1

   Crypto payment not credited to my balance

2. 2

   Wrong amount credited

3. 3

   Bill payment failed but balance was deducted

4. 4

   Other issue