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.

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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.
Then select the type of question you have.

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What to include in the request?

To get your request resolved effectively, please provide as many details as possible.
DetailDescription
MMO transaction IDThis 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 timeThe date and time the problem occurred.
Particularly important for reconciling payments that do not appear in our dashboard.
Transaction IDThe 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.