KOHO Adds Phone Support for Customers

KOHO has introduced phone support for members, marking a notable shift for one of Canada's largest fintech companies.

This new service gives KOHO's Essential, Extra, and Everything plan members access to live phone support seven days a week.

While chat remains available, adding phone support addresses one of the most common requests from customers. Many Canadians understandably prefer to speak directly with a person when dealing with their money.

KOHO members can now call for support

Why phone support still matters

For years, many digital banks have focused on online support through chat, email, and automated tools. While those channels work well for routine questions, they can feel limiting and stressful – especially when clients are dealing with account access issues, disputing transactions, or urgent financial concerns.

Many Canadians want the reassurance of speaking with a real person, particularly when money is involved. Phone support was once a major advantage traditional banks had over many digital-only competitors, which may explain why more fintech companies are investing in it as they grow.

KOHO joins competitors offering phone support

KOHO isn't the first Canadian digital bank to embrace phone-based customer service. Wealthsimple offers 24/7 phone support, while EQ Bank provides phone and chat support from 8 AM–midnight ET every day. Neo also offers phone support alongside live chat.

As competition among digital banking platforms continues to increase, phone support is something clients have started to expect from their financial institution.

Best KOHO credit cards in Canada

The launch of phone support brings KOHO up to par with its competition, making KOHO's credit card options more attractive than ever. KOHO offers a 3-tier lineup of pre-paid Mastercards: Essential, Extra, and Everything, each with different combinations of cash back, savings interest, and account perks. The KOHO Everything Mastercard is the standout option. It includes:

• A 1.1% earn rate
• Up to 2% cash back
• Up to 3.5% interest on account balances
• No foreign exchange fees
• Free credit reports

And now, it comes with phone support.

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FAQ

Who can access KOHO's new phone support?

Phone support is available to KOHO members on the Essential, Extra, and Everything plans. Customers can call 1-866-612-5646 7 days a week from 8 AM–8 PM ET to speak with a member of the support team.

Does KOHO still offer live chat support?

Yes. KOHO continues to offer live chat support and access to its virtual assistant through the app and Help Centre. Phone support has been added as another option for customers who prefer speaking directly with a human.

Why is KOHO adding phone support now?

KOHO's adding phone support in response to feedback they've received from clients. This change also comes in the context of a crowded market, where competing companies like Neo, Wealthsimple, Tangerine, Simplii Financial, and EQ Bank all provide live, phone-based customer support options to clients.

Does KOHO phone support cost extra?

No. KOHO phone support is included with KOHO's Essential, Extra, and Everything plans. Eligible members can call during support hours, giving you another way to get help beyond chat and self-service tools.

Is KOHO phone support available on weekends?

Yes. KOHO's phone support is available 7 days a week from 8 AM–8 PM ET. That gives members more flexibility to get help outside of a typical Monday-to-Friday schedule – which is especially important when dealing with time-sensitive account questions.