Help Center

How can we help?

Most help is handled in the app, by ticket, live chat, WhatsApp, and email. Search a topic below, or open a ticket and we will check it with your transaction details.

Coinwaka staff will never ask for your PIN, OTP, password, or recovery phrase. Only use coinwaka.com and official channels.

Buy & sell with M-Pesa

Buy crypto with M-Pesa in KenyaPay with M-Pesa and receive crypto in your wallet.Buy USDT with M-PesaStep-by-step USDT purchase with mobile money.Buy Bitcoin with M-PesaHow to buy BTC with M-Pesa in Kenya.Sell crypto to M-PesaSell crypto and get paid out to M-Pesa.Why your M-Pesa name must match your KYC namePayout name-match keeps your funds going only to you.

Deposits & withdrawals

Deposit cryptoOn-chain deposit addresses, networks, and QR codes.Avoid wrong-network depositsSending on the wrong network can lose your funds.Withdraw crypto on-chainSend crypto to an external wallet safely.Withdrawal review and timingHow withdrawals are reviewed and how long they take.Your transaction historyTrack deposits, withdrawals, buys, sells, and transfers.

Payment pending or failed

Check your transaction statusSee the live status of any payment in your history.Platform and payment statusLive status for M-Pesa, cards, PayPal, and each network.Payment failed or stuck? Open a ticketWe will check it with your receipt and transaction ID.

P2P trading & disputes

Buy crypto on P2PBuy directly from verified users with escrow protection.Sell crypto on P2PSell to verified buyers, released from escrow on payment.Choose a trusted P2P traderReputation, completion rate, and red flags.Open or track a P2P disputeEvidence-based dispute resolution inside Coinwaka.

Account & security

Secure your accountPasskeys, 2FA, transaction PIN, and anti-phishing code.Enable two-factor authenticationAdd an authenticator app for stronger protection.Security settingsManage devices, sessions, and account protection.Avoid fake support agentsCoinwaka never asks for your PIN, OTP, or recovery phrase.Scam Alert CenterCommon scams and how to report a fake Coinwaka page.

KYC & verification

Complete your KYCVerify your identity to lift limits.Verification statusCheck and manage your verification level.Compliance statusWhat Coinwaka is and is not, in plain language.

Fees & limits

Fees and spreadsClear pricing, shown in full before you confirm.

Merchants & developers

Accept crypto paymentsCoinwaka Pay for your business.Verify a payment at your shopConfirm a customer paid before releasing goods.Use a Coinwaka Pay QR codeGet paid with a scannable QR.Developer docs and APIKeys, webhooks, sandbox, and the API reference.Manage API keysCreate and revoke your API keys.

Trust & complaints

Trust CenterWho operates Coinwaka and the controls that protect you.Proof of reservesReserve transparency and reconciliation.Official channelsConfirm you are dealing with the real Coinwaka.File a complaintOpen a formal complaint and track its outcome.

Still need help?

Open a ticket and we will reach you with your case reference. Sensitive issues (withdrawals, account recovery, KYC, security) are handled by trained staff, never outside the app.

Open a support ticket View my tickets WhatsApp +254 732 914 466

General support[email protected]Account and general questions Payments[email protected]M-Pesa, card, PayPal, deposits, withdrawals Disputes[email protected]P2P and merchant disputes Security[email protected]Hacked account, phishing, compromise Compliance[email protected]KYC, AML, regulator requests Merchants[email protected]Coinwaka Pay merchants