Frequently Asked Questions

If your KYC verification needs to be corrected, we will always inform you via email, stating the reason for rejection. Please carefully review the email and make the necessary corrections by uploading the appropriate documents in the same section of your Kanga account where you originally completed your KYC verification. You can find more details about our verification process and the documents we accept in our guide at: https://kanga.exchange/account-verification.

You can download your transaction history after logging into your account under the Wallet ➞ Transactions tab. The transaction history displays a maximum of 500 entries or data from the last 6 months. If you need a longer history, we recommend downloading it month by month. Please note that if you perform a high volume of transactions, older records may be overwritten by newer ones. In such cases, we suggest downloading your transaction history regularly.

The most common reason for transfer restrictions is a password change on your account. For security reasons, withdrawals and transactions are blocked for 48 hours after a password change. A notification about the restriction will always appear in the password change window

Such notification appears as a warning when attempting a withdrawal. It was introduced because many users mistakenly send funds to contract addresses, making fund recovery difficult, costly, and sometimes impossible. A contract address is a shared or intermediary address for a specific asset, meaning your funds are not being sent to your personal wallet but to a smart contract that we do not control.

You can check whether an address is a contract address by visiting https://etherscan.io and pasting the recipient address into the "Search block, transaction, hash" field. The system will then indicate whether it is a contract address or a regular address. If the recipient address is a contract address, the system will prevent you from making the transaction.

More details about supported networks, limits, and fees can be found at: https://trade.kanga.exchange/currencies.

The most common reasons for this issue include:

• The deposit amount was too small.

• You did not generate a deposit address for the specific asset on the selected network in your wallet, so our system could not associate the deposit with your account.

• The deposit was not made via a direct transfer.

• The transfer was sent through an unsupported or incorrect network.

If your deposit has not been credited to your wallet, please contact our Customer Support Team at [email protected] with a brief description of the issue and include the transaction hash (ID). Also, please remember that while blockchain transactions are generally fast, each network requires a specific number of confirmations before finalizing a transaction.

Each staking plan has different withdrawal conditions. Some staking programs release funds after one settlement period, while others may require multiple periods. You can check the details of each staking plan on our website trade.kanga.exchange under Staking → Available → Details.

If this happens, please contact our Customer Support Team at [email protected]. Our team will assist you in finding a solution.

Additional verification during the KYC process is an additional procedure via the so-called selfie picture, which presents the whole face of the user, as well as the identification document (ID or passport) they should present in the picture along with a code (we suggest writing it down on a small paper sheet) that is sent in the Additional verification request. If taking such a picture will turn out to be difficult to take, you can ask someone close to you to help you.