Customer support and complaints: how to reach Kashf and get your issue solved
Do you have a question about the technician's appointment, a concern about work done at your home, a problem with a payment, or a warranty claim? The Kashf customer support and complaints page is a secure chat with the team. You sign in with your order number and mobile, and your conversation stays linked to your order.
In this guide you will learn how to sign in, choose the right topic and attach photos and video. You will also learn what each conversation status means, how to write a clear complaint that gets solved faster, and what to do if you have no order number. The chat is for Kashf customers, whose services are in Saudi Arabia.
What is Kashf customer support and complaints, and what does it offer?
It is a written chat between you and the Kashf customer support team, on the /support/ page and inside the Kashf app. Each conversation has a topic and a linked order. You can attach photos, PDF files and short videos, see when the team has read your message, and rate the service after a reply.
The chat is for customers with an order only, because you sign in with the order number and the mobile it was booked with. This protects your data and lets the agent see your order and its details before replying.
Who is this service for?
- Anyone who booked with Kashf through the website, app, WhatsApp or phone and has an order number starting with KS.
- Anyone who wants to follow up on, change or cancel an appointment.
- Anyone with a concern or complaint about the inspection, the repair or the team's conduct.
- Anyone with a question about an invoice or payment, or a warranty claim.
When should you use it?
Use it for anything non-urgent that needs a written, documented reply: a question, a follow-up, a complaint, or extra photos after booking. Its advantage is that everything stays in writing and linked to your order.
In an emergency, such as heavily flowing water or water near electricity, don't wait for a written reply. Close the main valve and call 0544027180 directly. If there is danger to life in Saudi Arabia, call 998 (civil defense).
Where do you find it?
- On the website: the customer support and complaints page.
- In the Kashf app: "My account", then customer support and complaints.
- From a link in Kashf's automatic messages. Some messages carry a link that opens the page with your order number already filled in.
If you don't have an order yet, contact Kashf on WhatsApp or by phone on 0544027180, or book an inspection.
What do you need before you start?
- The order number, such as KS261002A7QX. You find it on the booking success screen, in the confirmation message or on the report.
- The mobile you booked with, and to have it with you to receive a verification code if asked.
- To speed things up: photos or a short video of the problem, and the warranty certificate number or payment receipt if the issue relates to them.
How to use it correctly, step by step
Customer Support & Complaints Chat
The chat works in two stages: sign-in, then conversations.
Sign-in: you type the order number and mobile number. If messaging is switched on, you receive a 6-digit verification code by SMS or WhatsApp, valid for 10 minutes.
Conversations: once signed in, you see your partly masked number, a "new conversation" form, and a list of your conversations with each one's status and number of unread messages.
There are six topics: inquiry, complaint, order follow-up, payments and invoices, warranty and other. You also choose the linked order from the list of orders registered to your mobile.
Accepted attachments: JPG, PNG and WEBP photos, PDF files and MP4 video, up to the size shown on the page (10 MB by default). Location data is removed from photos.
According to the service page, messages are encrypted in transit and at rest, and only the relevant customer support team can read them. Messages are not saved on your device.
Steps for correct use
- Open the page and sign in
Open customer support and complaints. In the sign-in form, type the order number in Latin letters exactly as it is, and the mobile number in the format 05XXXXXXXX, then tap sign in. Tick "remember this device (30 days)" only on a personal phone.
- Enter the verification code if asked
If a verification code field appears with a note that a code was sent to •••123, type the six digits you received and tap sign in again. The code is valid for 10 minutes; don't share it with anyone, even someone claiming to be from Kashf.
- Start a new conversation
In "new conversation", choose the right topic: "complaint" for any concern about the work, "warranty" for a warranty claim, "payments and invoices" for payment problems. Then choose the linked order. Write your message in detail, up to 4,000 characters, and tap start conversation.
- Attach photos or video
Inside the conversation, tap 📎 and choose a photo, PDF or MP4 video. The file name and size appear under the text box; then tap send. If a message says the file is too large, shorten the video or send photos instead.
- Follow the reply
The conversation refreshes automatically every few seconds while it is open. When the team replies, you may get a notification in the app or a message with a link to the chat, without the message text itself. ✓ means your message was sent, and ✓✓ means the team has read it.
- Rate or delete
After the team replies, a five-star rating appears. You can also delete the conversation on your side with the 🗑️ delete on my side button; it cannot be restored after deletion.
How to read the result
The conversation status appears next to its title:
- Open: the conversation is active and the team has something to follow up.
- Awaiting customer: the team is waiting for information, a photo or a confirmation from you, so reply to make it active again.
- Closed: the team considers the matter finished. If you write in it again, it reopens automatically, so there's no need to open a duplicate.
Common sign-in messages:
- No order found with this number and mobile: check the mobile is the one you booked with, and the order number is complete, in Latin letters.
- Code expired, or code incorrect: request a new code by tapping sign in again. After several wrong attempts a new code is required.
- Couldn't send the verification code right now: call, or try again later.
- Chat temporarily paused: use the phone or WhatsApp.
How long conversations stay on your side: a conversation disappears from your side automatically a number of days after its last activity (3 days by default; the number is written on the page), unless you have a completed order. To have all your data and conversations deleted permanently from Kashf's servers, use the data deletion request link in the privacy section at the bottom of the page.
Tracking your order without the chat
You don't always need a conversation. Your order's status appears in order tracking: from the "Track order" button on the booking success screen, the link in the confirmation message, or the Kashf app. If you open it on another device, enter the order number and mobile.
The stages, in order:
- New: your order has arrived.
- Order accepted: the team has reviewed it.
- Contacted: the specialist has called you.
- Appointment scheduled: the visit has been agreed.
- In progress: the technician is on site or working.
- Completed. Or Cancelled.
Notes may appear under the stages, such as awaiting payment of the inspection fee, or inspection fee paid online. Open a conversation with the "order follow-up" topic only if a stage is delayed without explanation, or you need to change the appointment.
How to write a complaint that gets solved faster
- Choose the "complaint" topic and link it to the right order.
- Write the facts in time order: the inspection or repair date, what happened, and what you noticed afterwards, such as "damp came back on the bathroom ceiling 10 days after the repair".
- Attach evidence: a clear photo of the spot with something showing scale, and a short video of the leak sound, or of the meter moving with the taps closed.
- Give the relevant document number: the KSR-… report, the KSW-… warranty certificate, or the payment receipt.
- Say what you are asking for: an inspection visit, a repeat repair under warranty, an invoice correction, or a refund.
- Answer the team's questions in the same conversation, so it doesn't switch to "awaiting customer" and stall.
For a warranty claim, first check the certificate is active and the problem is in the work and locations written on it, as explained in the guide to verifying reports and warranties. For payment problems, see the online payment guide.
If your issue isn't solved
- Ask in the same conversation for the complaint to be escalated to a manager, and mention what has happened so far.
- Call 0544027180 with your order number, so the agent can see the written conversation.
- Keep copies of the documents, and screenshots of the conversation before deleting it on your side.
- As a consumer in Saudi Arabia, you have the right to go to the official consumer protection bodies, such as the Ministry of Commerce. This guide is general information, not legal advice.
Common mistakes that delay a solution
- Signing in with a different mobile from the one you booked with: sign-in needs the number and mobile to match.
- A vague message such as "the problem isn't fixed" with no date, location or photo.
- Opening several conversations for the same problem, or messaging on WhatsApp, the chat and the phone at once about the same thing.
- Sending card details or a verification code in the chat. Nobody from Kashf asks for them.
- Deleting the conversation on your side before saving what you need from it.
- Waiting for a written reply in an emergency.
Honest limits of the chat
- The chat is for customers with an order only. Questions before booking go through WhatsApp or the phone.
- Replies come from people, during the team's working hours, so it is not an emergency channel.
- The verification code depends on SMS or WhatsApp delivery, which can sometimes be delayed.
- Photos and video help the team, but they do not replace an on-site visit when one is needed.
- Messages are encrypted in transit and at rest, but not end-to-end, because the team reads them in order to reply.
When do you need a leak detection technician?
If damp comes back, you hear water, or the meter starts moving with the outlets closed after an earlier repair, ask in the chat for an inspection visit and attach photos. If it is a new problem somewhere else, book a new inspection.
Kashf technicians locate leaks with electronic equipment (acoustic, thermal, pressure and tracer gas) without random demolition, and issue a report with a verification code. Book an inspection; on-site service is available in Saudi Arabia only.
Frequently asked questions
How do I reach Kashf customer support and complaints?
If you have an order number, open the customer support and complaints page on the Kashf website, or go to My account in the Kashf app. Type the order number and the mobile you booked with, then choose a topic and write your message. If you have no order, or it is urgent, call or WhatsApp 0544027180.
I don't have my order number. How do I find it?
The order number starts with KS and appears on the booking success screen, in the order confirmation message if you received one, in the WhatsApp reply if you booked there, and on the inspection report. If you can't find it, call Kashf from the mobile you booked with and ask for your order number.
Why didn't I receive the verification code?
Check you entered the mobile you booked with, that the phone can receive messages, and wait a minute. The code arrives by SMS or WhatsApp and is valid for 10 minutes; requesting again too quickly may be refused for a while. If you see a message that the code could not be sent, call instead.
Is my conversation with customer support confidential?
According to the service page, messages and attachments are encrypted in transit and at rest, only the relevant customer support team can read them, and location data is removed from photos. Messages are not saved on your device. Even so, never send bank card details or passwords in the chat.
How long does a reply to a complaint take?
It depends on the team's working hours and the nature of the complaint; some need an inspection visit. You get a notification when they reply, and ✓✓ shows your message has been read. For emergencies, don't wait for a written reply; call directly.
How do I make a warranty claim after a leak repair?
First check the warranty certificate on the verification page, to make sure it is active and the problem is in the work and locations written on it. Then open a conversation with the warranty topic linked to the order, give the certificate number, and attach photos or video of the problem. The team will arrange an inspection under the warranty terms.
Can I send a video of the leak?
Yes. The chat accepts MP4 video along with photos and PDF files, up to the size shown on the page, 10 MB by default. A short video of the sound of water, or of a meter moving with the taps closed, is very helpful. If the file is too big, shorten it or send several photos.
Can I delete my conversation?
Yes. The delete on my side button removes the conversation from your side permanently. Conversations also disappear from your side automatically some days after the last activity, unless you have a completed order. To delete all your data and conversations from Kashf's servers permanently, use the data deletion request link; the page says it is done within 30 days at most.
My conversation was closed but the problem isn't solved. What should I do?
Write in the same closed conversation; it reopens automatically and the team sees the full context. Explain what has not been solved and attach any new evidence. If the problem continues, ask for it to be escalated to a manager, or call the published number with your order number.
Related services
On-site inspections are available in Saudi Arabia; the tools and guides work anywhere.
This guide is educational. It explains estimation tools that help you understand a situation and decide what to do next; confirming a leak and pinpointing it always requires an on-site inspection with instruments. Structural questions are for a licensed engineer to decide.