Support

Before contacting support

To help us resolve your issue quickly, please include:

• Full name used during checkout
• Email address used during checkout
• Your KitaMatch support reference (shown on the checkout page and in your confirmation email as KM-...)
• A short description of the problem
• A screenshot when helpful, excluding sensitive banking information

Security reminder

KitaMatch PH will never ask for your password, MPIN, one-time password, complete bank credentials, or e-wallet login details. Do not send this information by email.

Common support topics

QR did not generate

• Confirm that the required checkout fields were completed.
• Refresh the page only if it appears stuck.
• Avoid repeatedly creating multiple QR codes for the same purchase.
• Contact support if the problem continues.

QR expired

You can generate a new QR using the expiration action on the payment page.

Payment completed but access did not unlock

• Keep the checkout page open for a few minutes when possible — access unlocks automatically once payment is confirmed.
• Confirm that the PayMongo/QRPh payment was actually completed on your end.
• Contact support with your KitaMatch support reference if access still isn't available.
• Never send an OTP, MPIN, password, or banking login information — support will never ask for these.

Incorrect name or email

Before paying, use “Change name or email” on the checkout page to correct your details. If payment has already been completed using incorrect information, contact support with your KitaMatch support reference.

Cannot sign in

Sign-in uses a one-time code sent to your email. Request a new code from the login page, check your spam folder, and make sure you're using the same email address you purchased with. If a code doesn't arrive or repeatedly fails, contact support.

Cannot access a Guide or Starter Kit

• Sign in with the email address used during checkout, or connected to your access.
• Confirm that payment was completed, if this is a Starter Kit.
• Contact support if access still isn't available.

Duplicate payment

Contact support with the KitaMatch support references for both transactions.

Technical issue inside a Guide or Starter Kit

Please include:

• The Guide or Starter Kit page or stage name
• Device/browser information, when relevant
• A description of the issue
• A screenshot without sensitive information

Response time

We'll get back to you within 1–2 business days.

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