Are you having trouble accessing your KAST account? Whether you've forgotten your credentials, can't access your email, or previously deleted it, this guide explains your recovery options.
Before You Start The Recovery Process
To make the process as smooth as possible, please have the following ready:
- Access to the email address you registered with your account.
- The phone number linked to your account.
- A valid, government-issued photo ID (e.g., passport, driver's license).
How Can I Recover My Account If I Forgot My PIN?
If you can't log in due to a forgotten pin, please follow these steps.
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| 2. We'll ask you to sign out of your account. This will allow you to log back in with your email, phone, or Google account and reset your pin. |
For security purposes, you'll need to create a new PIN each time you completely sign out.
What If I Can't Access My Registered Email or Phone?
If you no longer have access to the email or phone number linked to your account:
- Please contact our Concierge team directly for assistance.
- Be prepared to provide as much information as possible to verify you are the account owner, such as:
- Full name and date of birth
- The last email or phone number you remember using
- Details about a recent transaction
How Can I Recover a Deleted or Suspended Account?
- Permanently Deleted Accounts: Once an account is permanently deleted, it cannot be recovered.
- Suspended Accounts: If your account was suspended, please contact our Concierge team directly. You will need to provide identity verification to begin the review process.
How Do I Verify My Identity to Recover My Account?
To protect your account, we must verify your identity before assisting with recovery. This is a mandatory security step. You may be required to provide:
- A high-quality photo of your valid, government-issued ID.
- A clear selfie of you holding your ID.
- A handwritten note that says: "KAST account recovery" and includes the current date.
Need More Help?
If you are unsure about your account status or the steps above do not solve your issue, please contact our Concierge team through the app for personalised help.
Frequently Asked Questions
What if I don't have access to my email anymore?
Please contact our Concierge team directly. You will be asked to complete the identity verification process to prove you are the account owner.
How long does the recovery process take?
Once you submit all required documents, our team will review the information and contact you via email with an update, typically the same day.
Why was my ID verification rejected?
Common reasons include blurry photos, an expired ID, or information that doesn't match the account records. Please ensure your photos are clear and the ID is valid.
How can I prevent losing access to my account again?
We strongly recommend enabling two-factor authentication (2FA) and keeping your registered email and phone number up to date in your profile settings.
What happens to my information if my account can't be recovered?
To protect your privacy, when an account is permanently deleted, all of your information - including cards, personal details, and transaction history - is permanently erased from our system.
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