Frequently Asked Questions

Find answers to the most common questions about using KachiPlug Exchange for your digital currency transactions.

How do I contact KachiPlug support from the app?

Tap More → Help and Support. You can start a live chat, raise a ticket, or email [email protected] directly from the app. Support responds within 1 business hour on weekdays. Urgent card and account issues get priority.

Does the app support Face ID, fingerprint, and 2FA?

Yes to all three. Enable Face ID or Touch ID on iOS, fingerprint on Android, via Profile → Security. Two-factor authentication via email OTP is also available for sensitive actions. We strongly recommend enabling both.

How secure is the KachiPlug app?

Bank-grade security: AES-256 encryption, TLS 1.3, biometric login (Face ID, Touch ID, fingerprint), transaction PIN, real-time fraud monitoring, and optional two-factor authentication. We're BVN-verified, CBN-aware, and NDPR-compliant. Your card details and BVN are tokenized — never stored in plain text.

Can I send money to other KachiPlug users or to a Nigerian bank?

Yes. Tap Send on the Wallet tab. Send to any KachiPlug user by username, email, or phone — instant and free. Or send to any Nigerian bank account via Withdraw — arrives in minutes.

Can I pay airtime, data, cable TV, and electricity in the app?

Yes. The Bills tab handles Airtime top-up (MTN, Airtel, Glo, 9mobile), Data bundles, Cable TV (DStv, GOtv, StarTimes, Showmax), and Electricity tokens from every major distribution company in Nigeria — Ikeja, Eko, Abuja, PHED, Kano, Kaduna, Enugu, Ibadan, Jos, Benin. Payments are instant. Electricity tokens arrive in the app and on your registered phone.

Is Swap in the app the same as Exchange on the website?

Yes. Swap in the app is the mobile version of our Exchange service — same rates, same wallets, same conversion engine. We just use a shorter name on mobile for easier navigation.

How does Swap work in the app?

Swap converts between your fiat wallets at live market rates. Supported: PayPal, Skrill, Neteller, CashApp, Payeer (all USD), and Naira. Open the Swap tab, pick your source wallet and destination wallet, enter an amount, confirm. Conversion is instant.

Can I add my KachiPlug Elite card to Apple Pay or Google Pay?

Yes. Only the Elite card is tokenized, so only it works in mobile wallets. From the Cards tab, open your Elite card and tap "Apple Pay / Google Pay setup." The app walks you through adding it to your device wallet. Once added, you can tap-to-pay anywhere contactless is accepted.

What's the difference between a Standard card and an Elite card?

Standard card: a virtual Visa or Mastercard for online use. Elite card: a premium tokenized Visa Platinum that works both online AND in Apple Pay / Google Pay for tap-to-pay in physical stores, with instant push notifications for every transaction and 3D Secure support. You can own one of each.

What is a KachiPlug virtual USD card and who is it for?

A virtual USD card is an on-demand prepaid Visa or Mastercard you create in the app, perfect for paying for things in dollars from Nigeria or anywhere else. Freelancers use them for ad platforms and SaaS subscriptions. Students use them for application fees. Travelers use them as a backup. Anyone can use them for Netflix, Spotify, Amazon, and any online dollar charge.

What is Pay4Me and when would I use it?

Pay4Me is our concierge service for paying international bills directly in Naira. Use it for Netflix, Spotify, Shein, Zara, WES and IELTS fees, iCloud/Google storage, flight tickets, and any special request. Pick the category in the app, submit your details, and we handle the payment abroad. You get the confirmation in-app.

Which Nigerian banks can I fund from?

Any Nigerian bank works — GTBank, Access, Zenith, UBA, First Bank, Kuda, Opay, Palmpay, Wema, Fidelity, Sterling, and all others. Transfers to your KachiPlug virtual account are credited instantly.

How do I fund my KachiPlug wallet?

Tap the orange "+ Fund Wallet" button on the NGN Wallet balance card. You'll see your virtual account numbers. Transfer from any Nigerian bank to either account. Funds land in your wallet instantly.

How do I verify my BVN on the app?

Go to the Wallet tab, tap the orange "Verify Your Identity" banner, and enter your 11-digit BVN plus date of birth. Verification takes about 30 seconds. Once verified, you get access to virtual accounts, USD cards, transfers, and Pay4Me.

Can freelancers use KachiPlug to withdraw PayPal, Skrill, Neteller, and other online earnings to Naira?

Yes — this is one of the core reasons people use KachiPlug. The in-app Swap feature lets you convert USD balances from PayPal, Skrill, Neteller, CashApp, and Payeer to Naira at live rates, then withdraw to any Nigerian bank account. Most conversions settle in minutes.

How do I sign up on the KachiPlug app?

Open the app and tap "Create an account." You can sign up with email and password, Sign in with Apple (iOS), or Continue with Google (iOS + Android). After signup, verify your BVN to unlock virtual accounts, USD cards, transfers, and Pay4Me.

Is the KachiPlug app free?

Yes, free to download and free to create an account. You only pay for specific services you use — virtual card issuance, bill payments, international conversions, card funding. Every fee is shown clearly before you confirm. No hidden charges.

Which devices and versions does the app support?

iOS 15.1 and above (iPhone and iPad). Android 7.0 Nougat and above (phones and tablets). The app works in both portrait and landscape on tablets, and supports Face ID, Touch ID, and fingerprint authentication where your device allows.

Is there a KachiPlug mobile app?

Yes. KachiPlug is live on iOS and Android. Whether you're a freelancer getting paid in PayPal, a student paying tuition abroad, a parent sending money home, or anyone who just wants a real USD virtual card from Nigeria — the app gives you full access to your money in one place.

How can I stay updated on the latest news and updates from KachiPlug?

To stay informed about the latest news and updates, you can visit our blog section on the website, where we regularly post announcements and articles about the cryptocurrency market.

Do you have a referral program for users to earn rewards?

Yes, we have a referral program that allows users to earn rewards by referring friends and family to join our platform. You can find details on how to participate on the "Referral Program" page.

What security measures are in place to protect my account from unauthorized access?

We employ multiple security measures, including two-factor authentication (2FA), to protect your account from unauthorized access. You can enable 2FA in your account settings for added security.

How long does it take for a withdrawal to be processed?

Our withdrawal process is typically almost immediate. However, in certain cases such as NIBSS downtime or if there is an error in the user-provided account number, there may be some delays.

Do we offer a mobile app for trading on the go?

Yes! KachiPlug is now available on iOS and Android. Our mobile app lets you manage your wallet, trade, pay bills, get virtual USD cards, swap between currencies, use Pay4Me for global purchases, and transfer money instantly.

What digital asset can I trade on KachiPlug Exchange?

KachiPlug Exchange offers a wide range of digital assets for trading. You can check the list of available digital assets under trading currency.

How can I contact customer support?

You can reach our customer support team through our "Contact Us" page, where you can submit your inquiries or issues, and we'll respond as soon as possible.

Is your platform safe and secure?

Yes, our platform uses the latest security measures to ensure the safety and security of our users' personal and financial information. We also comply with all relevant laws and regulations.

Are there any fees associated with using your platform?

Yes, there are fees associated with using our platform, but they are generally lower than the fees charged by banks and traditional financial institutions. The fee will depend on the type of transaction and the amount.

I can't remember my password, how can i recover it?

It's simple. Use the recover password option and a link to reset your password will be sent to your Email.

How do I place an order for my Asset?

To place order is simple. click on trade now, select the Asset that you want to trade and follow the instructions.

Are all transactions secure on kachiPlug Exchange?

Yes, all transactions are protected and not accessible by any third party. Kachiplug Exchange platform ensures that your data is protected. We have impenetrable firewalls that make your transactions secure, and we use 256bits SSL security encryption that prevent fraudsters from interfering with transactions.

How Can i withdraw?

To withdraw Funds: Choose Naira as Method to withdraw, Put in Amount, Put Bank Details, Click Withdrawal.

Is Two-Factor Authentication (2FA) mandatory?

All the clients who have signed up to on the site, are required to perform additional authorization at the following stages online: - Login - Adding or managing beneficiaries - Instructing a payment or booking a site

How To Create a KachiPlug account?

If you want to open an account for personal use you can do it over the phone or online. Opening an account online should only take a few minutes. You need to register to the site and just login to the site using the user id and password.

How Will I Know If My Transaction Has Been processed?

For every transaction, Our Platform will send you email notifications on your sell order. Always check your email for order updates. Should in case we have urgent information, we will use your phone number to call you. do not forget to click on the setting to update your valid phone number.

What days of the week does KachiPlug exchange operate?

At kachiplug Exchange, we work 24/7 and this is why people refer to us as a customer-centric brand. At any time of the day or week, we are always available.