HELP CENTRE
Support for your payments and account
Use this page to report payment status problems, payout delays, account access issues, verification questions, suspected unauthorised activity or API integration errors.
Email support
Include enough detail to locate the issue, but never include your password, M-Pesa PIN, one-time code, API key or webhook signing secret.
Integration help
Check the API documentation first. For a technical issue, include the endpoint, time, HTTP status, error code and a redacted request/response.
Report a payment problem
Please provide as many of these details as you can safely share:
- Registered account email or account identifier.
- Transaction ID and your unique external reference, if available.
- Amount, currency and approximate date/time, including time zone.
- Current status shown in the dashboard or API.
- What you expected to happen and what actually happened.
- Relevant error code or a screenshot with phone numbers and personal details masked where possible.
Payment is pending or the result is unknown
A timeout does not prove that a payment failed. Check the original transaction in the dashboard or query its status using the documented API before creating another request. Repeated requests can create duplicate prompts or complicate reconciliation. Do not deliver an order based only on a request-accepted response; wait for a confirmed successful status.
Requesting a reversal or reporting a duplicate
Contact Support with the transaction reference, amount, time and reason for the request. We will review the available transaction and provider information and explain the next steps. A reversal is not guaranteed; it depends on the transaction route, status, provider capability, available funds and applicable rules. Do not send a customer's PIN or ask the customer to disclose it.
Suspected account compromise or unauthorised activity
Contact Support promptly from your registered email if possible. If an API key or webhook secret may have leaked, revoke or rotate it in the dashboard where that option is available, stop using the exposed credential and review recent activity. Do not post credentials in a ticket or email.
What Support will never ask you for
- Your M-Pesa PIN or one-time passcode.
- Your account password.
- Your complete live API key or webhook signing secret.
- Remote access to your device as a condition for investigating a payment.
Related information
Read the Terms of Service, Privacy Notice and API documentation.