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AbePayABEPAY

Complaints

If something went wrong, we want to know and we want to fix it. Here is how it works.

Last updated: 25 September 2026

How to reach us

What to include

Your registered email or phone number, the date and amount of the transaction, the M-Pesa or mobile money reference if you have it, and a short description of what happened. Never send your PIN, password or one-time codes. We will never ask for them.

What happens next

  • We acknowledge your complaint within 2 business days and give you a reference number.
  • We investigate and aim to give you a full answer within 14 days. If it needs longer, we tell you why and when to expect it.
  • If you are not happy with the outcome, reply and ask for a review by a senior member of the team.

Raising a complaint does not affect any legal rights you have.