Support
Support and Complaints Policy
This policy explains how users can contact Akara for help, complaints, disputes, and safety concerns.
EFFECTIVE: JULY 5, 2026
Akara does not hold, receive, escrow, custody, remit, convert, or move user funds. Users send money directly to each other through their own bank or mobile money accounts. Users must confirm payout details before sending money. KYC data, receipts, and WhatsApp chat records may be used for fraud prevention and dispute review. Akara may pause trades, restrict accounts, suspend listings, require admin review, or block users where needed for safety.
Key reminders
- Akara does not hold or move funds
- Confirm payout details before sending
- KYC data, receipts, and chat records may be used for fraud prevention and dispute review
- Akara may pause trades or restrict accounts for safety
Support Channels
Users can reach Akara through the official WhatsApp Business number, support@tryakara.com, and channels listed on https://tryakara.com. If the domain email is not active, tryakara@gmail.com may be used temporarily.
Complaints Email
Formal complaints can be sent to complaints@tryakara.com.
Support Hours
Monday to Saturday, 9:00 AM to 6:00 PM WAT/CAT.
Response Time
Akara aims to respond within 24 to 72 hours. Complex reviews may take longer.
What Support Can Help With
- Account access
- Verification
- Payout details
- Listings
- Trade status
- Receipt upload
- Disputes
- Complaints
- Safety concerns
- Platform guidance
What to Include
- Your registered WhatsApp number
- Trade reference code
- Currency pair
- Amount
- Receipt or screenshot if relevant
- A clear description of the issue
Complaints and Escalation
Akara may review complaints, request more information, and check KYC records, receipts, payout details, trade history, and chat records. Serious cases may be escalated to an admin or compliance reviewer.