Login, PIN and account security

Logging in

Login uses your phone number + password, then an OTP code received by SMS or WhatsApp. On a phone you already use, you can enable fingerprint / Face ID to reopen the app faster. Every money operation then asks for your operational PIN.

When you log in from the website, the mobile app receives an approval notification: tap "Approve" on your phone to finish the login.

OTP code not received

• Check that the number shown is yours and that the phone has signal.
• Wait for the countdown before tapping Resend code: the resend goes through another channel (WhatsApp or SMS).
• Codes expire after a few minutes; request a new one rather than retrying an old one.

PIN locked

After several wrong PINs, money operations are temporarily locked, and the lock gets longer with each new series of errors. Wait for the time shown in the app, or use Forgot PIN to set a new one (verified by password and OTP). After a reset, outgoing transfers are paused for a short security period.

Forgot password

On the login screen tap Forgot password, enter your number, type the code received, then choose a new password. All other sessions are signed out.

Lost or stolen phone

1. From another device, reset your password: this signs the old phone out.
2. Contact support to suspend the account if needed.
3. Your PIN protects the money even if the app stays open on the old phone.

Kasapay support never asks for your password, PIN or an OTP code. If someone does, it is a scam.