KOHO is a Canada-based financial technology company that offers Canadians a prepaid Mastercard, a mobile spending and savings account, credit-building tools, and borrowing options including a line of credit and cash advances.
KOHO Responsiveness rating
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What you need to know about KOHO
KOHO customer service is inconsistent in terms of response times and resolution.
- KOHO’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with KOHO with our insider guide or through our executive contacts.
- Here are our frequently asked questions about KOHO.
Company customer service response times
| Phone support | Response times: Usually 1 to 30 minutes Availability: KOHO’s website states 7-day availability; specific hours were not confirmed at time of research. Call (855) 564-6999. |
| Email support | Response times: 1 to 5 business days. Email support@koho.ca. |
| Live chat support | Response times: Paid plan members receive a first response in approximately 2 to 4 minutes; free plan users in approximately 4 to 7 minutes. Availability: 7 days a week, 24 hours a day. |
| Social Media | KOHO is active on social media platforms such as X (Twitter), Facebook, Instagram, LinkedIn, YouTube, and Pinterest. Response times can range from a few hours to several days depending on the platform and the inquiry’s complexity. Here’s how to contact KOHO via social media. |
| Help center/FAQ | KOHO’s help center/FAQ provides quick answers to common questions regarding account setup, card management, transactions, credit building, savings, and borrowing features. |
How to resolve a problem with KOHO
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
KOHO mailing address
67 Mowat Avenue
Suite 200
Toronto, Ontario M6K 3E3 Canada
KOHO executive customer service contacts
Primary Contact
Jack K. Chung
Chief Product Officer
67 Mowat Avenue
Suite 200
Toronto, Ontario M6K 3E3 Canada
jack.chung@koho.ca
Secondary Contact
Jonathan Klein
Chief Operational Officer
67 Mowat Avenue
Suite 200
Toronto, Ontario M6K 3E3 Canada
jonathan@koho.ca
Chief Executive
Daniel Eberhard
Chief Executive Officer
33 Bloor Street East,
Suite 200
Toronto, Ontario M6K 3E3 Canada
daniel@koho.ca
How can I contact KOHO customer service?
Email KOHO customer service at support@koho.ca or call (855) 564-6999.
When can I contact KOHO customer service?
KOHO’s live chat is available 7 days a week, 24 hours a day. Phone support is available 7 days a week; specific hours were not confirmed at time of research. Email response times are 1 to 5 business days.
What should I do if I have a complaint with KOHO?
Email KOHO customer service at support@koho.ca.
My KOHO account was frozen or closed without warning. What are my options?
KOHO may freeze or close an account under its fair use policy, often triggered by unusual account activity. If your account is frozen, KOHO typically requests identity verification documents via the in-app chat or at support@koho.ca. If your account has been permanently closed, KOHO states that any funds on hold will be released after 45 days; contact support@koho.ca to request your funds after that period. If you believe the closure was in error, you can file a complaint through KOHO’s formal complaints process at koho.ca/legal/.
My physical KOHO card never arrived. What should I do?
Contact KOHO through the in-app chat or at support@koho.ca to request a replacement card. Ask for express shipping and confirm that KOHO has your correct mailing address on file. You can also request a tracking number once the card has been shipped. If multiple delivery attempts have failed, ask KOHO to investigate with Canada Post. A virtual KOHO card is available for use through the app or with mobile wallets while you wait for a physical replacement.
KOHO denied my transaction dispute. Can I escalate?
KOHO’s cardholder agreement states that the dispute team’s decision is final. However, if you believe the process was not followed correctly, you can submit a formal complaint through KOHO’s Customer Complaints Policy at koho.ca/legal/. If the complaint is unresolved, you may escalate to the Ombudsman for Banking Services and Investments (OBSI), which handles complaints against Canadian financial services firms.
I was charged for KOHO's Credit Building feature but don't remember signing up. What can I do?
KOHO’s Credit Building feature charges a monthly fee (currently $10/month) and requires an explicit opt-in. If you see an unexpected charge, check your KOHO app under My Plan or Features. Contact KOHO at support@koho.ca or via in-app chat to request a review and, if applicable, a refund of the fees. KOHO has issued goodwill credits in similar cases.
Is my money protected if KOHO fails?
KOHO is not itself a member of the Canada Deposit Insurance Corporation (CDIC). However, if you have opted in to KOHO’s Earn Interest feature, your balance is held in trust with one or more CDIC-member institutions, providing deposit protection up to $100,000 per beneficiary per institution. KOHO accounts that are not earning interest are not eligible for CDIC protection. Koho is also a registered Payment Service Provider with the Bank of Canada under the Retail Payment Activities Act.
Will KOHO become a full bank? What does that mean for me?
The more accurate characterisation is simply that KOHO is actively pursuing a Schedule 1 banking licence and, as of May 2026, considers approval imminent.
How to get professional help with your KOHO problem
If you need help with KOHO, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.