Check these 4 things first
In 80% of cases, the problem comes from one of these 4 things:
1. A typo in the phone number.
Re-type your number slowly. Check every digit. And above all: check the country code. It's the most frequent mistake. If you signed up with +237 (Cameroon) and you're now trying with +33 (France), it won't match.
2. A typo in the password.
Turn on "Show password" (the eye icon) to check what you're typing. Watch out for uppercase/lowercase: your password is case-sensitive. "Password123" is different from "password123".
3. The keyboard suggests a wrong password (autofill).
If you use your phone's or browser's password manager, it may suggest a password from another site. Turn off autofill or clear the suggestion, and type it manually.
4. An internet connection issue.
Check that you have a working 4G/WiFi connection. Open another app (WhatsApp, for example) to confirm. If your internet is slow, the 2FA SMS code may not arrive in time.
If you've checked these 4 points and it still doesn't work, use the "Forgot password" procedure. I forgot my password.
The temporarily blocked account case
If you see this message: "Too many attempts. Try again in 15 minutes", it's a temporary security block.
Our system automatically blocks repeated attempts to prevent brute force (a bot trying thousands of passwords). If you (or someone) typed a wrong password 5 times in 30 minutes, the block kicks in.
Solutions:
- Wait 15 minutes and try again. If you know your password, it should work.
- Use "Forgot password" in parallel. That procedure isn't blocked by the anti-brute-force system.
- Check your login history: if you see attempts that aren't yours, someone has been trying to get into your account. How to respond to an intrusion.
The account locked for fraud case
If you see: "Your account is temporarily locked. Contact support.", it's a more serious case.
Our system detected suspicious activity on your account (for example: login attempts from 5 different countries within 1 hour, or an unusual deposit amount). To protect your money, we locked access pending verification.
What to do:
- Contact support immediately: support@ktkarena.com.
- Include: your user handle, a description of what you were trying to do when the lock occurred, and any info that can help us (for example, if you've traveled recently and are logging in from abroad).
- Wait for our reply: we treat this type of case as a priority (response within 4 hours on business days). If you've committed no fraud (which is almost always the case), we reactivate your access within 24h after verification.
Important. Whatever you do, don't create a second account to get around the lock. It makes things worse and can lead to the permanent closure of both accounts.
When to contact support
Contact support if:
- You tried "Forgot password" and the procedure doesn't work (SMS that never arrives, code rejected even when freshly received, etc.).
- You see a fraud lock message.
- You no longer have access to the phone number linked to the account.
- You see "This number doesn't exist" even though you're certain you have an account with that number.
How to reach us:
- Email: support@ktkarena.com with your phone number and a description of the problem.
- Via the website: on the login page, "Need help?" link at the bottom.
- Response time: 4-12h on business days, 24h max.