Support
Most questions have a short answer below. If yours is not here, or something has gone wrong, tell us and we will come back to you.
Common questions
Why have I been invited to Kapitable?
You are taking part in a transaction on a company's share capital — a subscription, a transfer of shares, or coming into the capital as part of an investment.
The team running that transaction invited you: the company itself, its advisers, or the investor working with it. Kapitable is the platform they use to run it, not the party making the request. If you want to be sure, confirm it with the person who contacted you.
I never received the invitation email.
Check your spam folder first. An unfamiliar sender asking for identity documents is exactly what filters catch.
If it is not there, ask the team running the transaction to send it again — they can do that from their dashboard, and they can also check the email address they hold for you.
My invitation ID is not accepted.
The simplest fix is to open the link in your invitation email again — it fills in both your email address and your invitation ID for you. If you are entering them by hand, copy and paste rather than typing: a single extra character is the most common cause.
The address you enter must be the one the invitation was sent to. If you already have an account, sign in instead of signing up.
How do I know an email is genuinely from Kapitable?
Set an anti-phishing phrase in your profile. Once set, it appears in every genuine email the platform sends you.
The rule is then simple: your phrase is there, the email is genuine. Your phrase is missing, treat the email as suspicious however convincing it looks — do not click any link, sign in to the platform directly, and check whether the task it describes actually exists.
What do I need for my KYC check?
Two documents: a valid passport or identity card, and a proof of address less than three months old — a utility bill, bank statement or tax document showing your name and address.
It takes about five minutes and works on a phone. Identity checks are a regulatory requirement before a transaction on share capital can complete, not a formality specific to Kapitable.
My identity document was rejected.
Glare is the usual cause. Lay the document flat without flash, keep all four corners in frame, and check it has not expired.
For an identity card, the front and the back are requested separately. If the check comes back marked incomplete, you only need to redo the step concerned — the rest is kept.
I did not receive the verification code when signing.
The code is sent to the phone number recorded for you as a signer. If that number is wrong, the team running the transaction can correct it and send the request again.
The code comes from DocuSign, which collects the signature itself. Being handed over to DocuSign partway through is expected, not a sign anything has gone wrong.
Will Kapitable take money from my account?
No. Kapitable never debits your account and will never ask you for card details.
If a payment is due, the platform gives you the exact amount and the beneficiary's bank details, and you make the transfer yourself from your own bank. You then upload proof of the transfer so the team can reconcile it.
I have paid but nothing has moved.
Payments are matched by their reference, and the amount has to be exact — a missing reference or a different amount cannot be reconciled.
Allow one to three business days for the transfer itself, and upload your proof of payment so the team can trace it. Keep the transfer reference.
I have signed but I cannot find my documents.
Documents appear once every party has signed, not immediately after you sign. Until then the transaction is still open.
You will also receive an email with a copy of all the signed documents when the process completes, and they stay available in the Documents section of your space afterwards.
Something gone wrong?
If your question is not above — or something has gone wrong, a task you cannot complete, an error you do not understand, or a request you were not expecting — tell us and we will look into it.
