Contacting our support team

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You can contact our support team by Signing into the portal and pressing the "Support" button on the bottom left corner of the page.

Choose the type of question you have.

What to include in the request?

To get your request resolved effectively, please provide as many details as possible.

Detail	Description
Financial transaction ID	This is the ID that the customer would see for this transaction. Particularly important for reconciling payments that do not appear in our dashboard or are not in a final state. Read more about Transaction statuses.
Phone number (MSISDN)	The phone number of the customer. For mobile money, this is the equivalent of a bank account or card number.
Date and time	The date and time the problem occurred. Particularly important for reconciling payments that do not appear in our dashboard.
Transaction ID	The ID of the deposit, payout or refund as seen in our dashboard.

Having as much information as possible allows us to identify, investigate and resolve the issue quickly and effectively.

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