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SUPPORT · A HUMAN WITHIN FOUR HOURS

Something not right? We will sort it out.

Open a ticket from here or from inside the app. Every ticket lands with our team within seconds, tagged by urgency, and you get a reply within four hours — sooner if money is in flight.

4 hexpected reply
WhatsAppor email, your choice
24/7for transfers in flight
TRANSFERS
Where is my money?

Open the receipt and tap the live status. If it has been more than 10 minutes, we are already looking — but tell us anyway.

ROUNDS & HARAMBEE
A member, a payout, a link.

Missed contributions, a payout that needs releasing, a campaign to close — we can act with the organiser.

ACCOUNT
Sign-in, verification, limits.

Lost a device, need a limit raised, or a name to correct after verification.

TRACK A TRANSFER

Every transfer will have a status, not a shrug.

At launch you will paste a reference or a receipt hash and see exactly which stage a transfer is at, what is holding it, and when it is expected to land — the same view the support agent sees, with no waiting on hold to hear it.

A recipient will be able to check with the reference alone; they will not need a Coynitt account to know the money is coming.

4 minquote lock to M-Pesa payout
No accountneeded to track by reference

An example, not a live transfer. Tracking goes live with the first corridors.

18:40:19Quote locked. CYN-4T8K-2209 · CAD 300 → 26,700 KES.
18:40:23Routed.
18:41:07Settled on Base L2.
18:44:31Paid out · M-Pesa. Landed.
receipt0x8c41…f0a2 · verifiable on Base.

What we can fix, and how fast.

ISSUEWHAT WE DOTYPICAL TIMECHANNEL
Transfer delayedTrace on-chain, chase the payout partner< 1 hourWhatsApp
Wrong recipient detailsAttempt recall before payoutMinutesWhatsApp
Verification stuckManual review with Sumsub< 4 hoursEmail
Round disputePause the cycle, mediate with the creator1 dayEmail
Limit increaseTier 3 review · proof of income1 dayIn-app

Times are targets, not promises. Transfers in flight are prioritised around the clock.

HELP CENTRE

Most answers are one tap away.

Corridor guides, payout methods by country, fees explained, and what every status on a receipt means.

GuidesKenya · Ghana
StatusesSigning → settled → paying out → delivered
FeesWorked examples per corridor
Contactsupport@coynitt.ca

Before you open a ticket.

My transfer says delivered but she has not got it.

Ask her to check the exact wallet or account on the receipt. If it still is not there after 30 minutes, open a ticket with the receipt number — we trace it on-chain.

I sent to the wrong person.

Tell us immediately. If the payout has not gone out we can recall it; once it has, transfers are final.

My verification failed.

Usually a blurry ID or a name mismatch. Retry with good light, or open a ticket for a manual review.

Can I talk to a person?

Yes. Every ticket is handled by a person, and WhatsApp replies come from the same team.

OPEN A TICKET

Tell us what happened.

Include the receipt number if you have one.

Expected reply within 4 hours. Transfers in flight are prioritised.