Our dedicated support team operates around the clock, 24/7, to assist you with any queries you may have regarding your transactions or the functionalities of our platform.
Contacting our support team
You can contact our Support team by signing into the pawaPay Dashboard and selecting the “Payment Support” link from the “Help” menu in the top-right of the Dashboard.
Note: “Payment Support” is only available on Production, not the Sandbox.
What to include in the request?
To get your request resolved effectively, please provide as many details as possible.| Detail | Description |
|---|---|
| MMO 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. |