FAQs

  • Simply download the koto app from the AppStore or Google Play. You’ll need to have your ID (passport or driving license) ready to scan, then answer the questions in the application and you’re ready to go.

  • We are challenging traditional banking through the koto stress-free credit app. You can use it to load and manage your own money or you can apply for credit.

  • koto is a new way of looking at credit, giving you access, through the koto credit app, to two different forms of credit, koto Extra facility and koto Spread facility:

    • Koto Extra - credit when you need it
    • Koto Spread - spread larger purchases to manage your budget

    Subject to status, terms and conditions apply. Please go www.getkoto.com for further information.

  • iOS: 10;Android: 5.0 Using the application on a device with older versions isn’t possible.

  • Not at the moment, but you never know! Be sure to give us your feedback on the app though, as we’d love to know what you think.

  • It’s a MasterCard Debit card, so it’s accepted wherever you see the MasterCard sign.

  • Koto Card Limited is regulated by the Financial Conduct Authority (FCA) as a eMoney agent and Consumer Credit lender.

    We are not a bank yet as we are not authorised by the Prudential Regulatory Authority (PRA).

  • Yes. Your money is held in a safeguarding account, which means that it is separate and protected - only you can use it.

  • You need to be 18 or over and a UK resident.

  • The koto card gives you the ability to pay for purchases in store, online and over the phone. You can make Money Transfers and faster payment transfers, you can also set up direct debits and standing orders to make regular payments, as long as you keep your account topped up.

    You can load your own money or apply for credit within the app. Our credit product has two convenient options:

    Extra – if you go over the amount that you have in your account, you can use your Extra as a cushion so that you can complete the transaction. Simply top up your account to pay back money borrowed under your Extra credit. We can give you up to £400 Extra credit, dependant on your credit score.

    Spread Plan – allows you to spread payments over up to 24 instalments for larger purchases. Unlike a credit card, you will know exactly how much you need to pay each month and your Spread balance will reduce each month that you make a payment.

  • You can hit the chat icon in the app at any time, call us on 0800 917 6177 or 020 3901 3517, or email us support@getkoto.com and one of our team will be happy to help.

  • You can hit the chat icon in the app at any time, call us on 0800 917 6177 or 020 3901 3517, or email us support@getkoto.com and one of our team will be happy to help.

  • You’ll have a virtual MasterCard debit card which you can use with ApplePay or Google Pay. If you need a plastic card you can request one in the app.

  • Yes, your koto card supports Apple Pay, simply add your koto card to your wallet and you’re ready to go.

  • Adding your card to apple pay in the Koto application is super easy. Please log in to the Koto application, swipe left and click "Apple Pay settings" to add your card to Apple Pay. Or you can add a card via phone settings, "Wallet and Apple Pay".

  • Yes, your koto card supports Google Pay, simply add your koto card to your wallet and you’re ready to go.

  • We recommend you block the device and then unblock it within the application. This may happen if you exceed the amount of attempts to open the application using Touch ID (5 altogether).

  • There may be problems on some devices (for instance, Xiaomi with Android 6 OS or Samsung Note. Please try update your application or your phone operating system and retry.

  • Giving the koto application access to your contact list will make it more convenient and simpler to make money transfers to your contacts, as well as topping their mobiles up. After tapping on "Give access to contacts", you’ll be able to see how convenient it is to make these payments.

  • You can restrict the access to your contacts using system preferences.

  • Yes, you can do it in the application by switching the "Show in the contacts" tumbler in the "More" tab.

  • You can transfer funds into your koto card account from most types of account. The koto app is simple to use for topping up or transferring money.

  • We will send your statement to you every month. This will show you the date and the minimum amount that you need to pay.

    The amount will depend on whether you have a Spread Plan and an Extra balance, how long you have used the Extra credit and whether there are any fees to be paid

    You can pay more than the minimum each month, as long as you pay at least the minimum due.

  • You can make payments directly from within the app via the ‘give’ section. You can set up a new transfer using the ‘new transfer’ option, which is as simple as inputting the recipients name, sort code and account number.

    You can also make a payment quickly via the ‘popular’ section which shows accounts you have sent a payment to before.

    And if your payee has a koto card they may show under the ‘contact’ section within the app as long as you have their number saved within your phone and they have allowed their name to appear within this section.

  • We will send you reminders when your payment is due. If you miss a payment, we may charge you a late fee. You should remember that not making payments on time may also affect your credit history and make it more difficult for you to get credit in future.

    If you think you may have difficulty in making any of your payments on time, you should contact us straight away to discuss your options.

  • You can cancel this agreement and your card within 14 days after signing the agreement by giving written notice to us. You can do this by contacting our customer service team through the mobile app or email us support@getkoto.com

    We will tell you how much to repay and how to pay it. You will have 30 days to pay what you have borrowed, including any services fees.

  • We are here to help so you can hit the chat icon in the app at any time, call us on 0800 917 6177 or 020 3901 3517, or email us support@getkoto.com and one of our team will be happy to help.

    It’s always better to talk to us early if you think you may have difficulty making your payments.

    Or you can always speak to any of these independent organisations for free, confidential and impartial advice:

    If you are facing problems that are making life difficult such as divorce or bereavement, you can also contact the Samaritans for support:

    www.samaritans.org

    Calls to 0800 numbers are free from UK mobiles and landlines. Calls to an 02 number from UK landlines and mobiles are normally included in free plan minutes.

  • We are committed to giving you the best support that we can. So if you are having difficulty managing your account due to a disability or a medical condition you can hit the chat icon in the app at any time, call us on 0800 917 6177 or 020 3901 3517, or email us support@getkoto.com and one of our team will be happy to help.

    Or you can write to us at:
    Koto Card Limited, Nightingale House, 46-48 East Street, Epsom, Surrey, England KT17 1HQ.

    Calls to 0800 numbers are free from UK mobiles and landlines. Calls to an 02 number from UK landlines and mobiles are normally included in free plan minutes.

  • Please let us know straight away by calling us on 0800 917 6177 from within the UK and 020 3901 3517 if you are abroad.

    Calls to 0800 numbers are free from UK mobiles and landlines. Calls to an 02 number from UK landlines and mobiles are normally included in free plan minutes.

  • Please let us know straight away by calling us on 0800 917 6177 from within the UK and 020 3901 3517 if you are abroad.

    Calls to 0800 numbers are free from UK mobiles and landlines. Calls to an 02 number from UK landlines and mobiles are normally included in free plan minutes.

  • Koto is committed to doing our best to make sure our products and services meet your needs, but we sometimes appreciate things can go wrong. We want to hear from you so please contact us, so we can help put things right. You can hit the chat icon in the app at any time or call us on 0800 917 6177 and one of our team will be happy to help.

    If you are unhappy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service. You can do this within six months of the date when we provided you with our final response

    Website: https://www.financial-ombudsman.org.uk

    Email: complaint.info@financial-ombudsman.org.uk

    Telephone: 0800 023 4567

    Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR