Top-ups
Payment or balance delay
Share your top-up reference, M-Pesa number, KES amount, and time sent.
Withdrawals
Withdrawal status
Share the withdrawal reference, destination number, amount, and status.
Matches
Locked match or pick
Share the match name, kickoff time, pick, and what you expected to happen.
Open matchesRefunds
Voided match
Share the match name, pick details, and wallet refund reference so support can check the exact trail.
Contact
Send one clear support request
Include your account email, the affected match or wallet reference, and the exact issue. This helps support check wallet history without guessing.
Email: support@kayapool.co.ke
Before you send
What support needs
Wallet issue
Top-up or withdrawal reference, amount, M-Pesa number, and time.
Match issue
Match name, kickoff time, pick made, and match status shown.
Refund issue
Voided match, amount used, and whether the pick shows refunded.
Account issue
Your account email and the page where the problem appears.
Self-check
Most issues can be checked from your wallet history, pick history, or match result page.