Support
Support policy
The same rules our own dashboard holds us to. A person (not a bot) is at the end of every path, and every request closes with a stated cause.
When we reply
| What you asked about | A first reply |
|---|---|
| Money or a document is stuck | within one working hour; after hours, first thing the next working morning |
| A question | the same working day (Monday to Friday, 9:00 am to 5:00 pm East Africa Time); after hours, the next working morning |
Working hours are Monday to Friday, 9:00 am to 5:00 pm East Africa Time, Kenyan public holidays excluded. When you send a request, the page tells you the time and the channel for your reply.
How we reply
On WhatsApp if you left a number, by email if you left an address, and to the email on your account if you were signed in. Or talk to a person now.
What we record
The page, what you wrote, whether money or a document is stuck, and a reference number. The number or email you leave is kept apart from your message, used only to reply, and deleted a short time after your request is closed. Your message may not hold a phone number, an email or an ID number: the form refuses them. When a request closes, we record why it happened and whether the fix is to the product, to the written guidance, or to how we explained something. Three of the same cause and we redesign rather than patch.