Contacting our support

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.

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.

Then select the type of query you have.

Payments

From the Payments form, select an option from the Category dropdown — these include:

Category	Description
Missing deposit enquiry	To enquire about deposits which do not reflect in the PawaPay system, but are deemed as successful by the MMO. For example, you have a MMO financial ID of a successful deposit transaction that you are unable to locate in the PawaPay Dashboard.
Deposit status enquiry	To enquire about deposits which reflect in the PawaPay system, but you are seeking for further clarification.
Payout status enquiry	To enquire about payouts which reflect in the PawaPay system, but you are seeking for further clarification.
Other	In case you have any other questions about transactions on your PawaPay wallets.

What to include in a Payments request?

To help us resolve your request quickly and effectively, please include as many relevant details as possible. This will allow us to identify, investigate, and address the issue more efficiently.

Detail	Description
Amount	The amount in country specific currency.
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.
Additional details & attachments	Any additional details about your request, plus any relevant attachments (optional).

Wallet to bank settlement

Use this in order to request for a settlement of funds from your PawaPay wallet to your bank account.

Bank to wallet top up

Use this in order to request to top up your PawaPay wallet.

Other enquiries

From here you can enquire about:

Category	Description
Financial statement enquiry	Use this if you have any questions about the data displayed on your financial statements.
General Finance & Treasury enquiry	In case you have any other questions related to Treasury or Finance.
Raise a complaint	Please use this form to submit a formal complaint regarding our service, product or an issue at hand that requires further investigation. We take all feedback seriously and aim to resolve issues promptly.
Other	In case you have any other general questions.

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Overview

Finances

Transactions

User management

Everything else

Payments

What to include in a Payments request?

Wallet to bank settlement

Bank to wallet top up

Other enquiries

​Payments

What to include in a Payments request?

​Wallet to bank settlement

​Bank to wallet top up

​Other enquiries

Payments

Wallet to bank settlement

Bank to wallet top up

Other enquiries