Kalshi Customer Service — Practical Guide for Traders and Account Holders

Overview and contact channels

Kalshi (kalshi.com) operates an online, U.S.-based event markets exchange with a customer support function focused on account access, funds flow, trade disputes and regulatory questions. The primary contact path is the in-platform Help Center and ticketing system accessible after login; accessible publicly at https://www.kalshi.com/help. For general inquiries many users report initiating contact through the in-app chat or the Help Center form rather than phone support.

Typical service-level expectations: live chat or in-app messages usually resolve basic issues (password resets, navigation, how orders work) within 0–30 minutes during business hours; email tickets are commonly answered within 24–72 hours depending on complexity. For time-sensitive trading problems (orders, fills, market outages) you should open a ticket immediately and preserve timestamps and screenshots — these materially speed investigation and resolution.

Account verification, deposits and withdrawals

Kalshi requires identity verification (KYC) for U.S. accounts to comply with financial regulations. Typical verification steps include uploading a government-issued photo ID, a selfie for liveness check, and a proof of address. Verification turnaround commonly ranges from same-day to 1–3 business days for straightforward submissions; if an ID is unclear or additional documentation is requested, expect an extra 3–7 business days.

• Documents to have ready: front and back of government ID (driver’s license or passport), a recent utility or bank statement showing name + address (dated within 90 days), the last 4 digits of SSN (for U.S. residents), and a clear selfie or live liveness video if prompted.
• Banking details for funding: account and routing numbers for ACH transfers; keep your bank’s transaction reference numbers (ACH trace or bank confirmation) to hand if a deposit does not appear.

Funds movement timelines are consistent with U.S. banking norms: ACH deposits typically clear in 1–5 business days (common result ~3 business days), while ACH withdrawals also take 1–5 business days to reach the linked bank. If you use a wire transfer (if supported), banks commonly post wires same-day to next-business-day but may charge sending/receiving fees—expect $10–$30 in bank fees depending on institutions. If a deposit is delayed more than 5 business days, open a support ticket and include your bank reference number and the deposit date.

Trading support, order problems and market incidents

Kalshi’s customer service handles trade-related inquiries such as order execution questions, incorrect fills, and market suspension incidents. When reporting a trading issue provide the market symbol, order ID, exact timestamps in UTC (or the exchange display time), and screenshots that show the order book and your account balance at the time. These data reduce back-and-forth and allow the operations team to pull matching engine logs quickly.

In the event of a market outage or suspension, Kalshi typically publishes status updates through the platform and the Help Center; keep a ticket open and reference the platform status message you saw. Disputes over fills or canceled trades can take 3–14 business days to resolve because they require matching engine record analysis and, sometimes, cross-checking with clearing/settlement partners. If you believe a trade was erroneous, request: (1) order audit trail; (2) time-and-sales printout for that market; and (3) the ticket number for follow-up escalation.

Escalation, compliance and regulatory inquiries

If your issue requires escalation beyond front-line support—examples include unresolved fund recovery, suspected fraud, or regulatory questions—ask for the ticket to be elevated to the operations or compliance team and request an estimated SLA in writing. For regulatory or legal matters, Kalshi’s support process entails routing to the compliance department; provide a short, factual summary, the ticket number, and copies of any supporting documents you submitted earlier to keep the record consistent.

Expect escalation timelines to be longer: compliance or legal reviews commonly take 7–30 days depending on complexity, external counterparty involvement and whether law enforcement or other regulators are engaged. For time-sensitive legal notices, use the company’s official channels listed on Kalshi’s website; submitting notices by the platform’s help portal ensures they are logged and assigned an internal reference number.

Best practices and troubleshooting checklist

• Before contacting support: note the exact date/time (with timezone), market symbol or contract name, order ID and screenshot(s) showing error or market screen. These cut investigation time by 50% or more.
• If funds are missing: include bank trace numbers, amount, date/time, and the last 4 digits of your bank account. For ACH, ask your bank for an ACH trace if Kalshi requests it.
• For KYC delays: resubmit high-resolution images, ensure document edges are visible, and that the document isn’t expired. If asked, provide secondary proof of address such as a mailed statement or government correspondence.
• Keep a running log: save every support ticket number, agent name, and timestamp of responses. That log is essential if you need to escalate to a supervisor or external regulator.

Finally, for tax and reporting: expect account statements and year-end forms to be available through your dashboard in January–February for the prior calendar year. If you have unusual reporting questions (e.g., large gains or cross-border tax issues), obtain the platform-generated statement and consult a licensed tax advisor because Kalshi will provide transactional data but not tax advice.

How do I contact Kalshi?

Reach out to us at [email protected] and we will get back to you as soon as possible. We have a small but mighty team ready to help you out with any issues or questions you might have. All of the Kalshi support team is US-based and human.

Who owns Kalshi?

Tarek Mansour
Tarek & Luana
Kalshi was founded in 2018 by Tarek Mansour and Luana Lopes Lara, who studied together at Massachusetts Institute of Technology. Tarek Mansour was born in California and spent his early years growing up in Lebanon.

Is Kalshi a trusted site?

Yes—Kalshi is legal and also federally regulated. It operates as a Designated Contract Market (DCM) under the oversight of the Commodity Futures Trading Commission (CFTC).

Is Kalshi legal in the US?

Kalshi is available to anyone over 18, and because it is regulated by the Commodity Futures Trading Commission, it can operate in all 50 states, including California and Texas, two states that have not legalized betting.

How do I get my money back from Kalshi?

Over. So for our example here today we’re going to do our $5. And we’re going to click on. Review. And from here it’s going to give us some detailed.

Is Kalshi 24 hours?

Kalshi is now open for trading 24/7 (with exceptions for maintenance). Scheduled maintenance windows will occur, and trading will not be available on Kalshi, during the following times: On a regular basis, from the hours of 3:00 AM ET to 5:00 AM ET on Thursdays.