General transactions
What currencies can I use for transactions on Kixy?
Kixy supports multiple currencies. You can view the complete list of available currencies when you choose to convert your money. All currencies are also listed on our website here
How long does it take for a transaction to be completed?
Most transactions are processed instantly. However, in some cases, it might take up to 24-48 hours, depending on the recipient's bank or the payment provider.
Where can I see my transactions?
Head to your 'Transaction History' where you can see a list of historical transactions. Here you can also see the status of any transaction which has not been completed yet.
Are there any fees for sending money?
Kixy to Kixy payments are free of charge. For all other ways to send, the exact fee depends on the currency, amount, and the destination country. You can view the transaction fee before confirming the payment.
Dispute a transaction
What should I do if I want to dispute a transaction?
If you notice an unauthorised transaction from a merchant, goods/services have not been received, and incorrect amount has been charged or it is a duplicate charge, you can contact Kixy Customer Support through the in-app chat or by emailing Kixy at support@kixy.com and report the issue. Our team will investigate and guide you through the next steps.
How do I dispute a transaction?
To dispute a transaction:
Log in to your Kixy account
Go to the "Transaction History" section
Select the transaction in question and tap "support"
This will allow you to report your issue to the Customer Support team
🧠 Once we have been made aware of a dispute, our dispute team will investigate the matter and get back to you within 5-10 business days.
Security & privacy
How does Kixy protect my transactions and personal information?
Kixy employs advanced encryption and multi-factor authentication (MFA) to safeguard your transactions and personal data. We follow industry standards and regularly update our security measures to protect against unauthorised access.
What should I do if I suspect fraudulent activity on my account?
If you notice any suspicious or unauthorised transactions on your Kixy account, please act immediately:
Freeze or unfreeze your card: You can temporarily freeze your card within the app. You can also order a new card if you suspect your card details have been compromised.
Contact Customer Support: Reach out to our Customer Support team immediately through our in-app chat or via email at fraud@kixy.com and provide us details of the suspicious transaction(s).
Change your password: Update your account password, app passcode and enable two-factor authentication (2FA) if not already activated. You can find this information within Security & Privacy in your settings.
Secure device management: This allows you to remove devices that you don't recognise. It also tells you when the last device was online, what device it is, and its IP address. You can find this information within Security & Privacy in your settings. Please see our Fraud prevention and suspected fraud article for more information.
Contact & support
How can I contact Kixy Customer Support?
You can reach Kixy Customer Support through:
Live Chat: Via the Kixy app or website
Email: support@kixy.com
What information do I need to provide when raising a dispute or issue?
When contacting support, provide the following details:
Your Kixy account email
Transaction ID or reference number
Date and time of the transaction
Amount and currency
A brief description of the issue
Additional tips
Be sure you know exactly who you’re dealing with.
Kixy cannot reverse or refund money transfers once they’ve been completed. Scammers often create fake identities, pose as friends, family members, or businesses, and pressure you to send money urgently. Never send money to someone you don’t know or trust, even if they claim it’s an emergency.
Before you send money:
Verify the identity of the person or organisation.
Double-check the reason for the payment.
Pause if you feel rushed. Scammers often create a false sense of urgency to trick you into acting quickly.
Once the money is sent, it may be impossible to recover. Protect yourself by staying cautious and thinking twice before transferring funds.