Help FAQ

Getting Started
Sending Money
Security and Compliance
Customer Support
Customer Transactions
Customer Rewards

Getting Started

What is Korrency?

Korrency is a digital remittance service enabling users to send money internationally with zero fees at the best exchange rates. Our service is designed for quick, secure transactions, helping you stay connected with loved ones.

How do I sign up for Korrency?

To sign up, download the Korrency app from the App Store or Google Play, or visit our website. You'll be prompted to enter some basic information such as your name, email address, and to upload a government-issued ID for verification.

Are there any requirements to use Korrency?

You must be at least 18 years old and possess a valid government-issued ID to use Korrency. Completing our quick verification process, which includes proof of address, is also required to comply with financial regulations.

Is Korrency available in my country?

Korrency is currently available in Canada, the UK, and select parts of Europe. We’re expanding to more regions soon. Visit our website for updates and subscribe to our newsletter to be the first to know when we launch in your country.

How do I verify my Korrency account?

Verification involves uploading a photo of your government-issued ID and a selfie. This step is crucial for ensuring the security of your transactions and compliance with regulatory standards.

What should I do if my account is locked?

Contact our customer support team for assistance if your account is locked. We will help you resolve the issue and regain access to your account.

How can I update my personal information?

To update your personal information after completing KYC, please reach out to our support team who will assist you with the necessary changes.

Can I have multiple accounts with Korrency?

No, each customer is allowed only one account registered to their name to ensure security and compliance with regulatory standards.

How do I close my Korrency account?

If you decide to close your Korrency account, you can do so directly from the app on your personal profile. Please reach out to our customer support for additional guidance on the process and any necessary final steps if needed.

How do I create a Korrency account?

To create an account, download the Korrency app, and follow the on-screen instructions to sign up using your email address and creating a password. Complete your profile by providing the required personal information and verifying your identity.

What should I do if I forget my password?

If you forget your password, you can reset it via the 'Forgot Password' link on the login page of the app. Follow the instructions to receive a password reset link to your registered email.

What are the benefits of verifying my Korrency account?

What happens if my account is temporarily suspended?
If your account is suspended, contact customer support for details regarding the suspension and instructions on how to restore account access.

How do I reactivate my inactive Korrency account?

To reactivate your inactive account, log into the app and follow the reactivation prompts, or contact customer support for assistance.

How often should I update my app to ensure optimal performance?

It is recommended to update your Korrency app whenever a new version is released to benefit from improved features and enhanced security measures.

Sending Money

How do I send money through Korrency?

To send money, log into your Korrency account, select 'Send Money', get the best competitive rates, enter the recipient's details and the amount you wish to send. Confirm the details and complete the transfer.

What countries can I send money to with Korrency?

Currently, you can send money from Canada to Nigeria, Ghana, and Kenya. We are continuously working to expand our services to more countries.

What are the fees for sending money?

Korrency offers zero fees on all money transfers, ensuring you can send more love to family for less.

How long does a transfer take?

Most transfers are completed instantly, but some can take up to 24 hours depending on the recipient’s bank and country.

Can I cancel a money transfer after it's sent?

Transfers can only be canceled if they have not been claimed or deposited into the recipient's account. Contact customer support immediately if you need to cancel a transfer.

How do I know if my money has been received?

You will receive a notification through the app and an email once your money has been deposited into the recipient's account or wallet.

What exchange rate will be applied to my transfer?

Korrency provides real-time, competitive exchange rates directly visible within the app before you complete your transaction.

How do I track my money transfer?

You can track your transfer status directly in the Korrency app under the 'Transactions' tab.

Security and Compliance

Is my money safe with Korrency?

Yes, your money is safe with us. Korrency uses advanced security measures and complies with all relevant financial regulations to protect your funds.

How does Korrency protect my personal information?

We use industry-standard security protocols including advanced encryption to safeguard your personal information and transaction details.

What should I do if I suspect fraudulent activity on my account?

If you suspect any fraudulent activity, immediately contact Korrency customer support for urgent assistance and to secure your account.

What are Korrency's compliance policies?

Korrency adheres to strict compliance policies under FINTRAC guidelines, including Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures.

How can I report a compliance issue?

You can report any compliance concerns directly to our compliance officer via email, which is listed on our website and app.

What measures does Korrency take to prevent money laundering?

Korrency implements comprehensive AML procedures including transaction monitoring, customer due diligence, and reporting suspicious activities to the relevant authorities.

What happens if I don't comply with verification requests?

Failure to comply with verification requests can lead to restrictions on your account including suspension or closure to maintain compliance and security standards.

Customer Support

How can I contact Korrency customer support?

You can reach our customer support via the contact form on our website, directly through the app, or by calling our dedicated support phone number listed on the site.

What hours is customer support available?

Korrency customer support is available 24/7 to assist you with any inquiries or issues you may encounter.

Does Korrency offer support in multiple languages?

Currently, support is provided in English. We plan to expand to include additional languages as we grow into new markets.

How long does it take to get a response from customer support?

We strive to respond to all inquiries within 24 hours. Response times may vary depending on the complexity of the issue and customer volume.

Can I request a call back from customer support?

Yes, you can request a call back by leaving your phone number and a brief description of your issue in the support request.

What should I do if I am not satisfied with the resolution provided by customer support?

If you are not satisfied with the response from customer support, you can escalate your concern by requesting to speak with a supervisor or manager.

Are there self-help resources available on the Korrency platform?

Yes, Korrency provides a comprehensive FAQ section and help articles on our website and app to help you resolve common issues independently.

How can I provide feedback on my experience with Korrency?

Feedback can be provided directly through the app or via the feedback form on our website. We value customer input and use it to improve our services.

What is the process for filing a complaint with Korrency?

To file a complaint, contact our customer support with a detailed description of your issue. We follow a structured process to ensure all complaints are thoroughly investigated and resolved.

Customer Transactions

What steps should I follow if my transaction is delayed?

If your transaction is delayed, please check your transaction status in the Korrency app under 'Transaction History'. If the status is not updated, contact our customer support for immediate assistance.

How do I increase my transaction limit on Korrency?

To increase your transaction limit, please submit a request through our app or website. You may need to provide additional documentation for verification purposes as part of our compliance requirements.

What security measures are in place to protect my transactions?

Korrency uses advanced encryption technologies, continuous monitoring, and follows stringent compliance protocols to ensure the security of your transactions.

How does Korrency handle transaction disputes?

If you have a dispute, please contact our customer support immediately. We will investigate the issue and work to resolve it promptly, ensuring compliance with regulatory standards.

What currencies can I send through Korrency?

Korrency supports multiple currencies for transactions. Please check our website or app for the latest list of supported currencies.

What information do I need from the recipient to send money?

You will need the recipient’s full name, their bank account information or mobile number, and the currency they wish to receive the money in.

What should I do if I suspect fraudulent activity in my transaction?

Immediately report any suspicious activity to Korrency's customer support. We take security seriously and will investigate and take necessary actions to protect your account.

Customer Rewards

How do I participate in the 'Invite Friends and Earn' rewards program?

To participate, simply share your unique referral code, available in your Korrency account, with friends and family. When they sign up and complete their first transaction of $150 or more, both of you will receive a $15 reward.

When will I receive my reward after a successful referral?

Rewards are typically credited to your account within 24 hours after the referred friend completes their qualifying transaction.

Is there a limit to how many friends I can invite to Korrency?

No, you can invite as many friends as you like! The more successful referrals you make, the more rewards you can earn.

Can I use my rewards immediately after receiving them?

Yes, your rewards can be used immediately for any transactions through Korrency or can be withdrawn to your bank account, depending on your preference.

How do I check my earned rewards from referrals?

You can view your earned rewards by accessing the 'View Your Referral History' section in your Korrency account.

What happens if a referred friend cancels their transaction?

If a referred transaction is cancelled, the referral reward associated with that transaction will also be withdrawn.

Can the reward amount change?

Reward amounts are subject to change based on promotional conditions. However, once a reward is earned, it will not be affected by subsequent changes.

Are there any conditions that could disqualify my referral from earning rewards?

Referrals are subject to verification and can be disqualified if they do not meet Korrency's terms and conditions, such as using incorrect or fraudulent information.

Can my referral rewards expire?

Referral rewards typically do not expire. However, we recommend using them as soon as possible to benefit from them.