To start using your account, you must complete the required onboarding steps, which may include:
email verification
phone verification
identity verification
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.
How verification status affects feature access
Your verification status determines whether certain custodial features are available in your account.
In general:
If all required onboarding steps are completed, you can access custodial features (such as wallets and cards).
If a required step is missing, pending, or rejected, access to custodial features may be restricted until verification is completed.
Non-custodial features (where applicable) may still be available even if identity verification is not completed.
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
the document you selected is not accepted for verification in your country
Please double-check your phone number and country code first. If the issue continues, contact support and attach a screenshot of the error message.
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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 supported identity document (accepted documents depend on your country)
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
What should I do if a feature is locked or unavailable?
What should I do if a feature is locked or unavailable?
Check which step is incomplete
Go to Profile → Personal Information to confirm your email and phone status.
Go to Profile → Verification to see your identity verification status.
Complete prerequisites first
If your phone number is not verified, complete phone verification first (identity verification will not start without it).
Update the app and retry
Install the latest version of the Kolo app and try again.
If your verification was rejected
Open the verification screen and review the reason (if available), then follow the instructions and submit a new attempt if the option is available in your account.
Contact Support if you’re stuck
Share: your verification status, the step you’re blocked on, and a screenshot of the error or restriction message.
How long does identity verification take?
How long does identity verification take?
Automated verification usually completes within a few minutes. If your submission requires manual review, it can take up to 1 hour. You will receive a notification when your verification status changes. If you have been waiting longer than 1 hour, please contact our support team.
Can I retry verification?
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.
My documents are showing as linked to another profile. What should I do?
My documents are showing as linked to another profile. What should I do?
If your ID documents are already registered to a different Kolo account, our support team will need to investigate. Please contact support with your full name and the email address associated with your current account so we can resolve this.
What Happens If Verification Is Rejected?
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.
Why was my ID rejected during verification?
Why was my ID rejected during verification?
Common reasons for ID rejection include: glare or flash, shadows, cropped edges, an expired document, screenshots instead of the original document photo, or a mismatch between your ID details and Kolo profile information. Please retake the photo in good lighting, make sure all corners are visible, and upload a photo of the original document — not a screenshot or digital copy.
Do I need to complete all verification steps at once?
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?
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?
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?
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?
What if my verification code does not work?
If the code is incorrect or expired, request a new one and try again.
Why does Kolo say my phone number is incorrect?
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?
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?
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. some regions have limited SMS delivery.
What if my country or phone number is not supported?
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.