Support

• WhatsApp or call: 0796 002 630. WhatsApp is the fastest way to get a person during working hours.
• Email: [email protected] for account, billing and app questions, or [email protected] for anything else.
• Office: IPS Building, 6th Floor, Kimathi Street, Nairobi. Visits by appointment.

Hours are Monday to Friday, 8:00 to 18:00 and Saturday, 9:00 to 13:00, East Africa Time. Outside those hours, messages keep sending; our monitoring alerts an engineer if delivery stops, and we answer WhatsApp and email first thing the next working day.

The quicker we can see what you see, the quicker it is fixed. Where you can, include:

• The email address or company name on the account.
• What you were trying to do, and what happened instead.
• For a message that did not arrive: the recipient number, the sender name and the time.
• For the apps: your phone model and the app version (Settings, About).
• For the API: the endpoint, the response you received and the time of the call. Never send your API token.

The Android and iPhone apps sign in with the same account as the portal and use the same balance. Anything you can do in the app you can also do at account.mobilesasa.com, so if the app ever misbehaves the portal is the fallback.

• Cannot sign in: use Forgot password on the sign-in screen. If the email never arrives, check spam, then contact us with the email address on the account.
• Code not arriving: login codes go to your email and, when we have your number, by SMS. Both can take up to a minute.
• Deleting your account: see the Account Deletion Policy. You can do it yourself from Settings, or email us and we will.
• Updates: keep the app on the latest version from the store. Old versions may stop working when we change the service.

• My message says sent but did not arrive. Delivery reports come from the networks and can lag a few minutes. If a message shows as failed, the report says why; the most common reasons are a wrong number, a phone switched off for a long time, or the number having opted out. Tell us the number and time and we trace it.
• My sender ID is still pending. New sender names are registered with each network; Safaricom usually takes two to three working days, the others a little longer. We email you when it is live.
• I paid but the units are not there. M-Pesa payments credit within a minute once Safaricom confirms them. If an hour passes, send us the M-Pesa code and we match it by hand.
• I want an invoice or a receipt. Every payment has a receipt under Billing in the portal. For a VAT invoice, email the amount and your KRA PIN.
• Something in the API changed? No. The v1 and v2 endpoints are frozen. The reference is at docs.mobilesasa.com.

How we handle your data is in the Privacy Policy; the service itself is governed by the Terms of Service. To exercise a data right (access, correction, erasure) write to [email protected] from the email on your account.