Guides · Help · Updated
Locked out? Recover your account and know who you are talking to
A forgotten password is fixed in two minutes with an SMS code on all three sites. This page walks through it, explains the two messages that catch people out, and lists the only places our support actually lives, so nobody can pretend to be us.
By the Kina Gaming team · 3 min read
Reset your password
- On the login screen tap Forgot password.
- Enter the mobile number you registered with, complete the captcha and tap Request OTP. The number must be the one on the account; a different number is not recognised.
- Type the code from the SMS. It is valid for five minutes.
- Choose a new password and log in.
Codes are rate-limited to protect you: one request every fifteen minutes and a handful per day. If the SMS has not arrived in a minute, check signal and the correct number before requesting again. Changed your number? Open live chat (the CHAT button on the site, open 24 hours); staff verify you and update it.
Two messages that are not problems
- Signed out suddenly. If the account is opened on a second phone, the first one is signed out. Log in again; if it keeps happening and it is not you, change your password now.
- "Phone number not found." The number you typed is not the one on the account. Try the number you used at sign-up, or ask live chat.
Where real support is
Support is reached in exactly these places. Anything else carrying our name is not us.
- Live chat inside the site: the CHAT button, 24 hours, real people.
- Telegram t.me/kinagamingpng and Facebook facebook.com/kinagamingpng, the Kina Gaming channels linked from every page of this site and from the brand sites.
- WhatsApp only through the button on the brand site itself, never from a number that messages you first.
How to spot someone pretending to be us
- They ask for your password, SMS code or CellMoni PIN. Our staff never need any of them.
- They ask for a fee to release a withdrawal, unlock a bonus or "verify" you. There are no fees.
- They ask you to pay a personal account, or a number they send you. Deposits go only to the account shown on the deposit page.
- They send an APK file in a chat. Install the app only from the site's own download button.
- They message you first on WhatsApp or Facebook offering a special bonus. Promotions live on the promotions page, nowhere else.
If you already paid or shared a code: change your password, call your bank or CellMoni at once, then tell live chat on the real site with screenshots. Staff can secure the account in minutes. See also how to get a problem fixed.
Frequently asked questions
The SMS code has not arrived. What do I do?
Check you entered the registered number and have signal, wait a minute, then request again. Codes are limited to one every fifteen minutes. If the number has changed, live chat verifies you and updates it.
Will support ever ask for my password?
No. Not live chat, not Telegram, not Facebook, not WhatsApp. A request for your password, SMS code or CellMoni PIN is the surest sign of a fake.
Is there an official WhatsApp number?
Yes, reached through the WhatsApp button on the brand site. Use that button rather than a number that contacts you first.
