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Kolo Verification — How It Works

To keep your account secure and comply with financial regulations, Kolo requires verification before you can access custodial features.

Updated over a week ago

To start using your account, you must complete the required onboarding steps, which may include:

  1. email verification

  2. phone verification

  3. identity verification

  4. a short questionnaire

In certain cases, Kolo may ask for additional information later, such as:

  • residential address details

  • Source of Funds (SOF) documents to increase spending limits

  • a new verification attempt or additional review

Some features are available after you complete the required steps, while others may require additional verification depending on your activity and the features you want to use.

What Verification Steps Are Be Required?

For access to Kolo’s custodial features, the required verification steps must be completed during onboarding. If one of the required steps is not completed successfully, access to the account may be restricted until verification is finished.

1. Verify Your Email ✅

This is the first basic step.

Go to Profile → Personal Information and confirm your email address using the verification code sent to your inbox.

Once confirmed, your email becomes part of your verified account information.

2. Verify Your Phone Number ✅

Phone verification is also required during onboarding.

During this step:

  • you enter your phone number

  • Kolo may detect or suggest the country code automatically, but you should always check it before submitting your phone number.

  • you can also select the country manually from the supported list

  • you receive a 6-digit verification code by SMS

  • if the code expires or is incorrect, you can request a new one

After successful verification, your phone number is marked as confirmed in your profile.

Common phone verification issues

If you see an error while verifying your phone number, it may mean:

  • the number was entered incorrectly

  • the country code does not match the number

  • the number is already linked to another Kolo account

  • SMS verification is temporarily unavailable

  • the phone number country is not supported for verification or KYC

Please double-check your phone number and country code first. If the issue continues, contact support and attach a screenshot of the error message.

Example 1 — SMS verification is temporarily unavailable. Example 2 — This phone number is already linked to another account or cannot be used

Example 1 — SMS verification is temporarily unavailable

Example 2 — This phone number is already linked to another account or cannot be used

3. Complete Identity Verification ✅

Identity verification is a required step for access to Kolo’s custodial services.

You can usually start it from Profile → Verification. Sometimes, Kolo may also ask you to complete it before using a feature that requires a verified identity.

During identity verification, you will be asked to:

  • upload a valid government-issued ID

  • complete a selfie or liveness check

  • confirm your personal details

Please make sure:

  • your document is valid and not expired

  • you upload a photo of the original document, not a scan or copy

  • all edges of the document are visible

  • the text and details are easy to read

  • the image is clear, in color, and without glare

  • your selfie or liveness check is completed clearly, in good lighting

Once submitted, verification is usually processed automatically, but additional review may be required in certain situations.

4. Complete the Questionnaire ✅

As part of onboarding, Kolo may also ask you to complete a short questionnaire.

This helps Kolo apply the correct compliance requirements and determine which services may be available for your account.

Please make sure the information you provide is accurate and up to date.

Additional Verification That May Be Requested Later

In some situations, Kolo may request additional information after onboarding.

This can happen, for example, if:

  • you want to access certain products or features

  • you request higher limits

  • your activity requires additional review

  • Kolo needs extra information to meet regulatory requirements

Source of Funds Review

In certain situations, Kolo may ask you to provide Source of Funds (SOF) documents.

This may happen if:

  • you request a limit increase

  • your transaction volume exceeds standard limits

  • your activity requires additional compliance review

  • you make large deposits or withdrawals

SOF documents help confirm where your funds come from. If SOF is required, the support team will guide you through the next steps.

FAQ

Can I retry verification?

In some situations, yes - if your verification was not approved. A repeat verification is not always available immediately. If the previous result was final, you cannot restart the process yourself from the app. In certain cases, after review by the compliance team, Kolo may allow you to try again.

If you need to complete verification again but do not see the option in your account, please contact support.

What Happens If Verification Is Rejected?

If identity verification is not approved:

  • you can still log in to your account

  • your account remains on the basic verification level

  • some products, features, or limits may stay restricted
    This means you can continue using only the functionality available for your current verification level.

Do I need to complete all verification steps at once?

Not always. The required steps depend on your activity in Kolo.

Can I use Kolo without identity verification?

Yes, but only with the features and limits available at your current verification level.

Why am I being asked to verify my identity during an order?

Some operations require a higher verification level. In that case, Kolo may ask you to complete identity verification before the operation can continue.

Why was my verification not approved?

This can happen for different reasons, such as unclear images, expired documents, mismatched information, or compliance restrictions

What if my verification code does not work?

If the code is incorrect or expired, request a new one and try again.

How can I check my verification status?

You can check it anytime in Profile → Personal Information.

Why does Kolo say my phone number is incorrect?

This can happen if the number was entered in the wrong format, the country code is incorrect, or the number is not supported for verification. Please double-check the number and try again.

Why can’t I use this phone number?

A phone number can only be linked to one Kolo account. If your number is already connected to another account, you won’t be able to use it for a new profile.

What if SMS verification is temporarily unavailable?

If you see a temporary error during phone verification, please try again later. If the problem continues, contact support and attach a screenshot of the error.

What if my country or phone number is not supported?

Some countries or phone number ranges may not be supported for KYC or phone verification in Kolo. If you are unsure whether your number should be supported, contact support and share a screenshot of the error.

Need help?

If you are unsure what verification step is required or why verification is needed, contact our support team.

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