Your direct deposit may not have arrived for several reasons. Here's what might be happening and what you can do next:
Usual timing for deposits
With KOHO, you get paid faster*. We process payments as soon as we receive them, usually the night before pay day. If anything comes up during the process, we’ll contact you directly with the next steps.
Heads up: we don’t process direct deposits on Sundays or holidays.
*While Direct Deposits are typically received and processed the evening before your scheduled payday, the actual timing may vary depending on when the payment is issued. Please allow up to 2 business days for complete processing.
Reasons your deposit might be delayed
A few common issues can hold things up:
Name Mismatch: If the name on your deposit doesn’t closely match the name on your KOHO account, it might cause a delay. If that happens, we’ll reach out with the next steps.
For example, if your KOHO account is under the name "Jacob Yixin Chen," a deposit from "Jacob Chen" or “Yixin Chen" would generally be accepted, but names that are significantly different may be rejected.
International Wire Transfer: The payment was an international wire transfer, which KOHO can't accept (we don’t use SWIFT or IBAN codes)
Delay from the Sender: Sometimes, the issue is on the sender’s side. Employers, the CRA, or their payment processors may run into issues that hold up direct deposits. These delays are outside of KOHO’s control.
Still waiting on the payment to be sent?
If the deposit hasn't arrived and it's been more than 2 business days:
For payroll: Ask your employer’s payroll team to confirm the payment was sent and the deposit info was correct.
For government benefits: Contact the CRA to make sure the payment was issued and there were no errors.
For other deposits: Contact the sender to confirm the payment was sent to the correct direct deposit details.
KOHO can only load deposits after we receive them, so confirming the sender actually sent it is an important first step.
Can KOHO support see my upcoming direct deposits?
We can’t view pending deposits before they arrive. But don’t worry, you’ll get a notification in the app the moment your deposit hits your account.
When should I contact KOHO about a missing direct deposit?
If it’s the day you expected your deposit and nothing’s come through, we can help look into it. Just keep in mind that if the payment was sent later in the day, it might arrive the next business day.
What information do I need before contacting KOHO support?
Before reaching out to us, please gather the following details:
Deposit issue date
Amount
22-digit trace number (you can get this from the sender)
Once you have this information, start a chat with us in-app and we'll help investigate your missing deposit.