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# Not Sure Who Handles KOHO Cashback, Rent Reporting,  Banking Questions, or Login Issues?

If you’re a **KOHO customer** and you’re reaching out about **logging in, banking, cashback, or rent reporting**, you’re not in the wrong place — but **Walnut does not manage KOHO banking accounts or app access**.
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👉 **Important to know:**

Walnut **does not have visibility into KOHO customer accounts**, cannot look up account details, and **does not have KOHO phone numbers** to share. All KOHO account access and support is handled directly by KOHO.

Walnut supports **insurance products only** (such as tenant insurance and travel insurance).

All **banking and account-related issues** are handled directly by KOHO.

Use the guide below to get to the right team faster 👇
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🔐 **KOHO Login & Account Access Issues**

If you’re having trouble:

* Logging into the KOHO app
* Resetting your password
* Verifying your account
* Accessing your KOHO profile

👉 Walnut cannot access KOHO login or banking systems.

Please contact KOHO directly:

📧 **General login & verification issues:**
[**userverification@koho.ca**]
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🏦 **Banking, Charges, Payments & Cashback**

For questions about:

* Banking transactions
* Unrecognized charges or disputes
* Payment failures
* Cashback or account perks
* Subscriptions or rewards

👉 These are **KOHO banking features** and must be handled by KOHO.

**Step 1: Contact KOHO support through the KOHO app**

This is the fastest and preferred way for KOHO to review your account and transaction details.

**Step 2: If the issue remains unresolved**, you can escalate by email:

📧 **KOHO Tier 2 / Escalations:**
[**escalations@koho.ca**]
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 🏠 **Rent Reporting**

Questions about:

* How rent reporting works
* Eligibility
* Payments being reported incorrectly
* Credit bureau updates

👉 Rent reporting is a **KOHO-managed feature**, not an insurance product.

**Start by contacting KOHO through the app.**

If needed, unresolved issues can be escalated to:

📧 **KOHO Support / Escalations:**
[**escalations@koho.ca**]
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✈️ **When Walnut *Can* Help**

You should contact **Walnut** if your question is about **insurance**, including:
* 🏠 **Tenant insurance**
** **Coverage questions
                Claims
                Policy details or documents

✈️ **Travel insurance**

** ** Coverage and eligibility
              Medical or trip coverage questions
              Policy wording or documentation

If your question is insurance-related, you’re in the right place — and we’re happy to help 😊

🤔 **Why You Might Be Seeing Walnut Support**

KOHO’s in-app support may automatically route messages based on keywords.
If your message includes words like **“insurance”** or **“claim”**, it may be redirected to Walnut even if the issue is actually banking-related.
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**🚨 Still Need Help With a KOHO Issue?**

If you’ve **already contacted KOHO through the app** and your issue is **still unresolved**, you can escalate directly to their Tier 2 support team.

👉 **Please note:** Walnut still won’t be able to view your KOHO account or provide phone contact details, even at this stage.

📧 **Escalated or unresolved login and banking issues:**

[**escalations@koho.ca**]
This is the best next step for faster resolution.