Frequently Asked Questions

KayzConnect is a mobile platform that lets you make private, secure voice and video calls to students, professionals, and celebrities. Every account is identity-verified before it can call or be called — you'll always know who you're connecting with.

Signing up as a Simple User is free. Calls to Professionals and Celebrities are paid — prices are set individually by each Professional/Celebrity based on call duration (5 min, 10 min, 30 min, or 1 hour). Receiving calls is always free for Professionals and Celebrities.

KayzConnect is available on iOS (iPhone) and Android devices. Download the app from the App Store or Google Play Store.

You must be at least 18 years old to use KayzConnect. We require a government-issued ID for age verification for Professional and Celebrity accounts. Simple User accounts also undergo age verification as part of our compliance process.

Email: admin@kayzconnect.com  ·  WhatsApp: +44 7936 345689  ·  Tel: +44 2045 380066

There are three user roles:

Simple User — Quick signup, can make free verified calls to Professionals and Celebrities once approved.
Professional — Verified service providers (doctors, lawyers, consultants, etc.) who set their rates and earn from calls. Requires KYC and license verification.
Celebrity — Public figures who connect with fans at premium rates. Requires identity verification and social media verification.

Currently, your role is selected during registration and cannot be changed after account creation. If you need to switch roles, please contact support at admin@kayzconnect.com.

You can delete your account from the app's Settings page. Account deletion is permanent. Any pending earnings subject to the 7-day hold period will be forfeited. Call records may be retained for legal and accounting purposes.

Tap "Forgot Password?" on the login screen and enter your registered email address. You'll receive a password reset link. If you don't see the email, check your spam/junk folder.

Professional and Celebrity accounts require manual admin review after submitting your verification documents. This typically takes 1–3 business days. Make sure you have completed all required uploads (ID card, license for Professionals). You will be notified by email once your account is approved or if additional information is needed.

Yes. Your real name and personal details are never shared with the person you're calling. Only your chosen display name is shown. Calls are peer-to-peer and we do not record call audio or video.

If the recipient does not answer within 45 seconds, the call is automatically cancelled. Any payment authorization hold placed on your card is released — you are not charged. The hold should disappear from your bank statement within 1–7 business days depending on your bank.

A user can only be in one call at a time. If you try to call someone who is already on another call, you will see a "User is busy" message. No charge is applied. You can try again later or browse other available users.

A green dot next to a user's profile indicates they are currently online and available. Users can toggle their availability on or off at any time using the Available/Unavailable switch on their home screen.

No. KayzConnect does not record, store, or have access to your call audio or video content. Calls are peer-to-peer using the Agora real-time communication network. We only store call metadata (duration, timestamps, status) for billing and dispute resolution purposes.

Your card is authorized (held) when you initiate a call. The actual charge is only captured when the recipient accepts the call. If the call is not answered, rejected, or if the recipient is busy, the hold is released and you are not charged.

We accept all major credit and debit cards (Visa, Mastercard, American Express) through our payment processor Stripe. Apple Pay and Google Pay may also be available depending on your device and region.

Yes. All payment processing is handled by Stripe, a PCI-DSS Level 1 certified payment processor. Your full card number never passes through or is stored on KayzConnect's servers. We only store a reference token provided by Stripe.

If you believe you were incorrectly charged for a call that did not connect, please contact our support team at admin@kayzconnect.com with your call ID and the approximate time. We will investigate and process a refund if applicable.

No hidden fees. The price displayed before you initiate a call is the total amount you will be charged (if the call connects). Currency conversion fees may apply if your card is in a different currency to the call price.

When a caller pays for a call with you, 80% of the call amount is credited to your KayzConnect earnings balance. KayzConnect retains a 20% platform commission. Your balance becomes available for withdrawal after a 7-day holding period.

The 7-day hold exists to protect against payment disputes and chargebacks. This is a standard practice for marketplace platforms. After 7 days, your earnings are moved to your "Available Balance" and can be withdrawn.

Go to your Earnings dashboard, tap "Request Payout," and enter the amount you wish to withdraw. Payouts can be sent to your bank account (via bank transfer) or to your PayPal email. Add your payout details in Account → Bank Details before requesting a withdrawal.

Payout requests are reviewed by our admin team, typically within 2–5 business days. Once approved, bank transfers may take an additional 1–5 business days to appear in your account depending on your bank. PayPal payouts are usually faster.

Yes. Professionals and Celebrities must connect a Stripe Express account to receive paid calls. This is required for Stripe to route payments to your account. The onboarding process takes about 5–10 minutes and requires basic identity and bank information.

All users: Government-issued ID (passport, national ID, or driver's license) — front image required.
Professionals: Also requires a professional license or credential document.
Celebrities: Government-issued ID plus social media account links for cross-verification.

Your ID documents are stored securely on our servers with restricted access. Only authorized KayzConnect admin staff can view them for verification purposes. Documents are deleted within 90 days of account closure. We never share your ID documents with other users.

Social media verification is an additional layer of identity confirmation for Celebrity accounts. You add a unique verification code to your social media bio, and our admin team checks it to confirm your social media account genuinely belongs to you. Once verified, your profile shows a "Social Verified" badge.

If your verification was rejected, you will receive a notification with the reason. Common reasons include blurry images, incomplete documents, or mismatched information. You can re-submit your documents from the app. If you need assistance, contact admin@kayzconnect.com.

When you call someone, only your chosen display name is shown — never your real name, email, phone number, or location. The recipient cannot identify you from the information shown in the app. However, anonymity does not exempt you from our Terms of Service — abusive behavior will result in account termination.

You can block a user directly from your recent calls list. To report abuse, email us at admin@kayzconnect.com with the user's display name and a description of the incident. We take all reports seriously and will investigate.

Other users can see your display name, role, language, country, gender, and online status. Your email address, date of birth, phone number, ID documents, bank details, and real name are never visible to other users.

Check the following:

• Ensure notifications are enabled for KayzConnect in your device Settings.
• On iOS, check that VoIP push notifications are enabled.
• Make sure you are logged in and your availability is set to "Available."
• Try logging out and back in to refresh your device token.

If the issue persists, contact support.

Call quality is primarily determined by the internet connection of both parties. For the best experience, use a stable WiFi or 4G/5G connection. Avoid using KayzConnect on very slow or congested networks. Both participants should be in an area with good signal.

Try the following steps: (1) Force-close the app and reopen it. (2) Ensure your app is updated to the latest version from the App Store or Google Play. (3) Restart your device. If the crash continues, email us at admin@kayzconnect.com with your device model and OS version.