ZIVO Wallet Support

For sign-in, wallet, payment, payout, or account-status help, email support@hizivo.com.

Choose the right help topic

• Wallet Help — Wallet status, top-ups, sends, receives, and freezes.
• Payment Issue — a payment, top-up, transfer, or Wallet record looks incorrect.
• Withdrawal Issue — a payout request is pending, held, or has an unexpected status.
• Refund Request — request review of a completed Wallet record.
• Payout Policy and Payment Policy — current beta workflow information.
• Policies and Safety — beta terms, risks, acceptable use, privacy, and escalation routes.
• Privacy and Security — safe account and reporting practices.

Include

Your account email, what you were trying to do, the approximate time, and any visible error message. For payment questions, include the transaction reference shown in the transaction detail.

Never send your password, full card number, security code, or private keys. We will never ask for them.

Top-up still pending?

Your top-up is awaiting confirmation from the payment provider. Confirmation may take several minutes. Do not submit another top-up until its status is updated. Check the Top-up status page for the latest status — a pending top-up may not appear in Activity until it is confirmed — or contact support with the transaction reference from that page.

Waiting on a payout?

Merchant and driver payout requests may require manual review before completion. A request status is not an external payment confirmation. Any estimated arrival can change because of review, provider capability, or a hold, and provider fees may apply where disclosed. See Withdrawal Issue for the safe reporting steps.

Refunds

Refund requests are reviewed by the support team during the beta. Approval, amount, and estimated arrival may change. To request review, open the transaction in Activity, copy its reference, and follow Refund Request.

Payment policies and issue reporting

Read the Beta Payment Policy, Beta Refund Policy, and Beta Payout Policy. To report a payment, payout, or wallet-record problem safely, follow Report a payment issue.

Frozen wallet

If your wallet is frozen, money movement is paused for review. Contact support for the reason and next steps. A pause is a safety measure, not a final legal or financial decision; see Beta Acceptable Use for the interim beta review process.

Complaint or escalation

Use Beta Complaints and Escalation to choose the right safe reporting path. Do not create duplicate payment, refund, or payout requests while an earlier report is pending.

Privacy and account requests

For privacy questions or account-closure requests, email support@hizivo.com from your account email. Retention and deletion rules are being finalized before public launch — see the Beta Privacy Notice and Privacy and Security.