App connection issues

Step 1 - Check your internet connection

The most frequent cause: your internet isn't working (or is working badly).

Quick test:

1. Open another app: WhatsApp, Instagram, or your browser.
2. Try loading a web page (google.com, for example).
3. If that doesn't work either, your connection is the problem, not Ktkarena.

Solutions:

• Unstable WiFi: disconnect and reconnect to WiFi. Or switch to 4G temporarily.
• Weak 4G: move to an area with better coverage, or switch to WiFi.
• Mobile data used up: check your data plan - if you've gone over your data allowance, your connection is throttled or cut off.

If your connection works for other apps but not for Ktkarena specifically, move on to step 2.

Step 2 - Check for network blocks

Some networks block Ktkarena specifically:

Corporate or school WiFi: network administrators often block betting apps by default. There's nothing you can do (except asking the network admin - unlikely they'll agree). Solution: use mobile data instead of that WiFi.

Public WiFi (café, airport): some public networks filter financial or non-essential apps. Same solution: switch to 4G.

Home WiFi with parental controls: if your parents have enabled parental controls, Ktkarena may be blocked (seen as the "gambling" category). Ask them to unblock it (or use your mobile data).

Country restrictions: in some countries, Ktkarena may be restricted at the internet service provider level. Our official coverage: Cameroon, Senegal, Côte d'Ivoire, Gabon, DRC, Benin, France, Belgium. Outside those, it may not work.

Step 3 - Disable your VPN

If you use a VPN (free or paid), it can interfere with Ktkarena:

Why:

• Our security system sometimes detects VPNs as a "suspicious connection" and blocks temporarily.
• Some VPN servers are already banned (used by fraudsters before you).
• The VPN slows down your connection, which can make the app crash.

Solution:

1. Disable your VPN temporarily.
2. Relaunch Ktkarena.
3. If it works, the VPN was indeed the cause.

If you have to use a VPN (for security, for example):

• Try different VPN servers. Some work, others don't.
• Prefer paid VPNs (NordVPN, ExpressVPN) - their IPs are less often banned than free VPNs.
• Contact our support to report your legitimate VPN usage. We can allowlist your account on a case-by-case basis.

Step 4 - Check our servers

Very rarely (~once a year on average), our servers have a technical incident.

To check: go to status.ktkarena.com in your browser. You see the real-time status of each component:

• 🟢 Operational: everything is fine.
• 🟡 Degraded performance: it works but slowly.
• 🔴 Outage: component down, we're fixing it.

If you see red or yellow, it's our fault, not yours. You can follow updates on the status page, which is refreshed by our technical team during the incident.

Resolution estimate: our incidents are typically resolved in 15-90 minutes. Outages longer than 2 hours are exceptional.

What we guarantee:

• Your ongoing bets are never affected by a technical incident. They continue and resolve normally.
• Your balance is safe.
• Your disputes remain valid - if a deadline falls during an incident, we extend it automatically.

If you can't load status.ktkarena.com either, it's probably your connection. Go back to step 1.