Support

Last updated: August 13, 2026

Something not working the way you expected? Write to us and we'll answer. Below are also the questions we get most often.

Direct contact

The fastest way is email: hola@kocollectibles.app. We aim to answer within 48 business hours.

If you are writing about a specific transaction, include the order ID — you will find it on the purchase screen inside the app — and we save a couple of back-and-forths.

For anything about your personal data, the mailbox is privacidad@kocollectibles.app.

Account and access

The verification email doesn't arrive

Check your spam folder and make sure the address has no spaces at the start or the end. Codes expire after 15 minutes: if yours no longer works, request a new one from the same screen.

I forgot my password

On the sign-in screen, tap “Forgot my password”. We will send a link to the email you signed up with.

I want to delete my account

You can do it yourself from Settings → Account → Delete account, without asking us. Keep in mind what we explain in the privacy policy: the record of past transactions is kept because the law requires it, even though your profile disappears.

Purchases and escrow

I paid and the seller isn't shipping

Your money is still held: the seller doesn't have it. If the shipping deadline passes, open a dispute from the transaction itself and we will resolve it.

I received something that isn't what was described

Don't confirm receipt. Open a dispute and attach photos of what you received: the team compares it against the listing's description and photos and decides whether the payment is refunded.

When does the seller get paid?

When the buyer confirms they have received the item, or when the confirmation deadline passes without a dispute being opened.

Selling

It asks me to verify my identity

To receive money you have to verify who you are. Stripe handles it: your document goes straight to them and we only learn whether the verification succeeded. It is a legal requirement for any platform that moves payments, not a whim of ours.

The verification was left half done

Open it again from the notice on the listing screen. If the notice doesn't go away after you finish, close and reopen the app; if it's still there, write to us.

About the beta

KO is in closed beta: access is by invitation while we finish polishing the app. If you want us to let you know when we open, send us an email at hola@kocollectibles.app and we'll add you to the list.

During the beta there may be bugs and outages. If you run into one, tell us what you were doing and, if you can, include a screenshot: it is the fastest way for us to fix it.