Msaada
Support
Pesa ikikwama.
When money gets stuck.
Pochi isiyo na njia ya wazi ya kupata msaada si pochi ya kuaminika. Ukurasa huu unakuonyesha namna ya kutufikia, kinachotokea baada ya hapo, na hatua za kuchukua kwa kila hali ambayo pesa yako inaweza kukwama.
A wallet with no visible way to get help is not a wallet to trust. This page tells you how to reach us, what happens next, and what to do in each situation where your money can get stuck.
Njia za kutufikiaHow to reach us
Dawati la msaada
Support desk
Halijachapishwa bado
Not published yet
Namba ya simu, WhatsApp na barua pepe hutoka kwenye usanidi wa mfumo huu, na bado hazijawekwa. Hatutaandika namba ambayo haitapokelewa: namba isiyojibu ni mbaya kuliko kutokuwa na namba, kwa sababu inamfanya mteja aamini ni ulaghai.
The phone number, WhatsApp and email come from this deployment's configuration, and none is set. We will not print a number that nobody answers: a line that rings nowhere is worse than no line, because it reads to a customer as a fraud.
Mfumo huu unakataa kabisa kuanza kwa wateja halisi mpaka namba hizo ziwekwe.
This system flatly refuses to boot for real customers until those are set.
Unaweza pia kufungua ombi la msaada moja kwa moja kutoka ndani ya pochi yako, kwenye app au kwenye wavuti. Ukifanya hivyo, muamala unaolalamikia unaambatishwa kwenye faili lako moja kwa moja, na hiyo ndiyo njia ya haraka zaidi kwa timu kuona kilichotokea.
You can also open a support request from inside your wallet, in the app or on the web. Doing it that way attaches the transaction you are complaining about to your case automatically, and that is the fastest way for the team to see what happened.
Kabla hujapiga simu: hali nne za kawaidaBefore you call: the four common situations
Nimeweka pesa, salio halijaongezeka
I paid in and my balance did not move
Kama uliomba pesa kutoka simu yako na hukuthibitisha ombi kwa wakati, ombi hilo linakufa lenyewe na hakuna chochote kilichokatwa. Angalia ujumbe wa mtoa huduma wako. Kama shilingi zilikatwa kwenye M-Pesa, Tigo Pesa au Airtel Money lakini salio halijabadilika, tuambie mara moja na uwe na ujumbe huo mkononi.
If you asked to top up and did not approve the prompt in time, that request dies by itself and nothing was taken. Check your provider's message. If shillings did leave M-Pesa, Tigo Pesa or Airtel Money and your balance has not changed, tell us at once and have that message to hand.
Nimetoa pesa, hazijafika kwenye simu
I cashed out and nothing reached my phone
Angalia hali ya muamala kwenye historia ya pochi yako. Ikiwa bado inaendelea, mfumo bado unaisubiri. Kama imeshindwa, kila senti imerudishwa kwenye salio lako kiotomatiki: hakuna hali ambayo pesa inabaki katikati. Ikionyesha imekamilika lakini hujapokea, hiyo ni ya kutuambia sasa hivi.
Check the state of the transaction in your wallet history. If it is still in flight, the system is still waiting on the provider. If it failed, every unit was returned to your balance automatically: there is no state where money stays in the middle. If it says it completed and you did not receive it, that is one to tell us about right now.
Inaonyesha inasubiri kwa muda mrefu
It has said pending for a long time
“Inasubiri” ina maana mfumo unamsubiri mtu wa nje: mtoa huduma wa pesa za simu, mtoa bili, au mnyororo. Muamala wa aina hiyo unaishia kwenye moja ya mambo mawili tu: umekamilika, au umerudishwa kikamilifu. Usiurudie muamala huo huo mara ya pili; badala yake tuambie namba ya kumbukumbu.
Pending means the system is waiting on somebody outside it: a mobile money provider, a biller, or the chain. Such a transaction ends in exactly one of two ways: it completes, or it is fully returned. Do not retry the same payment a second time; tell us the reference instead.
Nimetuma kwa namba isiyo sahihi
I sent to the wrong number
Tuambie mara moja. Sema ukweli mgumu: kutuma kwa pochi nyingine ya MojaWallet kunakamilika papo hapo, na hatuwezi kuirudisha kiotomatiki. Tunaweza kutambua akaunti iliyopokea na kumfikia mmiliki wake, lakini kurudisha pesa kunategemea yeye kukubali. Kwa hiyo angalia namba kabla ya kuweka PIN.
Tell us immediately. Here is the hard truth: a transfer to another MojaWallet wallet completes instantly, and we cannot automatically claw it back. We can identify the receiving account and approach its holder, but the money coming back depends on them agreeing. So check the number before you enter your PIN.
Utaratibu wa malalamiko na migogoroThe complaints and disputes procedure
Hatua ya 1: fungua faili
Stage 1: open a case
Kwa njia yoyote hapo juu. Faili linafunguliwa mara moja na kupewa namba ya kumbukumbu ya herufi sita inayoanza na MW-, kwa mfano MW-K7P2QN. Namba hiyo haina herufi I, O, sifuri wala moja, kwa sababu inasomwa kwa simu na mtu ambaye ndio kwanza amepoteza pesa, na kuandikwa upya na mtu mwenye haraka.
By any of the routes above. A case is opened at once and given a six-character reference beginning MW-, for example MW-K7P2QN. That reference contains no I, O, zero or one, because it is read down a phone line by somebody who has just lost money, and typed back by somebody in a hurry.
Tuambie haya, na tutakuwa haraka zaidi:
Give us these and we will be faster:
Namba ya simu ya akaunti yako.
The phone number of your account.
Tarehe na saa ya muamala, kwa ukaribu unaoweza.
The date and time of the transaction, as close as you can.
Kiasi, na kama ni shilingi au USDT.
The amount, and whether it is shillings or USDT.
Ujumbe wowote uliopokea kutoka kwa mtoa huduma wa pesa za simu.
Any message you received from the mobile money provider.
Hatua ya 2: uchunguzi
Stage 2: investigation
Faili lako linapita kwenye hali zinazoonekana: limefunguliwa, linashughulikiwa, linakusubiri wewe, na limekamilika. Unaweza kuona hali hiyo na maandishi yote tuliyokuandikia. Maandishi ya ndani ya timu ni tofauti na hayaonyeshwi kwako, na maandishi tunayokuandikia hayafichwi.
Your case moves through states you can see: open, in progress, waiting on you, and resolved. You can see that state and every note we wrote to you. Notes the team writes internally are separate and are not shown to you, and notes written to you are never hidden.
Kama tatizo linamhusu mtoa huduma wa nje, tunafuatilia naye kwa niaba yako na kukuambia tulichokipata. Muamala wowote wa fedha unaofanywa kwa niaba yako wakati wa uchunguzi unaandikwa na jina la aliyefanya, mahali alipotoka, na thamani kabla na baada.
If the problem sits with an outside provider, we chase them on your behalf and tell you what we find. Any money action taken on your behalf during the investigation is recorded with the name of who did it, where they did it from, and the value before and after.
Hatua ya 3: jibu na kukata rufaa
Stage 3: the answer, and appealing it
Unapewa jibu linaloeleza kilichotokea na uamuzi wetu. Usiporidhika, jibu kwenye faili hilo hilo ukisema kwa nini; linapitiwa upya na mtu ambaye hakuhusika na uamuzi wa kwanza. Ukurasa huu utaongezwa jina la chombo cha nje cha kushughulikia migogoro pale huduma hii itakapokuwa na msimamizi wa kisheria; kwa sasa hakuna, na hilo ni jambo la kulijua kabla ya kutumia huduma hii.
You get an answer explaining what happened and what we decided. If you are not satisfied, reply on the same case saying why; it is reviewed again by somebody who was not part of the first decision. This page will name an external dispute body when this service has a regulator; today there is none, and that is a thing to know before you use it.
Muda
Timeline
| HatuaStep | MudaTime | Nani anafanyaWho acts |
|---|---|---|
| Namba ya kumbukumbuA reference number | Mara mojaImmediately | MfumoThe system |
| Jibu la kwanza la mtuA first human reply | Ndani ya siku 1 ya kaziWithin 1 working day | Timu ya msaadaThe support team |
| Uamuzi kwa suala la pesa iliyokwamaA decision on stuck money | Ndani ya siku 7 za kaziWithin 7 working days | Timu ya msaadaThe support team |
| Uamuzi unaotegemea mtoa huduma wa njeA decision that depends on an outside provider | Ndani ya siku 21 za kazi, na taarifa kila wikiWithin 21 working days, with a weekly update | Timu ya msaadaThe support team |
| Kukata rufaaAn appeal | Ndani ya siku 14 za kaziWithin 14 working days | Mtu asiyehusika na uamuzi wa kwanzaSomebody outside the first decision |
Inasubiri uthibitisho wa mmilikiAwaiting the operator's confirmation
Kuhusu jedwali hili. Hatua na hali zilizotajwa hapo juu zimejengwa kwenye mfumo na zinafanya kazi. Muda ulioandikwa hapa ni ahadi ya huduma inayopendekezwa na inasubiri uthibitisho wa mmiliki wa huduma; mfumo unahifadhi faili lako na hali yake, lakini hauhesabu saa hizi wenyewe. Mmiliki anapaswa kuthibitisha au kubadilisha muda huu kabla ya kuanza kuhudumia wateja, na tarehe hiyo ndiyo itakayoufanya kuwa ahadi kamili.
About this table. The stages and states above are built into the system and work today. The times written here are a proposed service commitment awaiting the operator's confirmation; the system stores your case and its state, but it does not itself run these clocks. The operator should confirm or change these before serving customers, and that is the point at which they become a real promise.
Mambo ambayo hatutakuomba kamweThings we will never ask you for
PIN yako ya MojaWallet. Hakuna mfanyakazi anayeihitaji, kwa sababu yoyote, wakati wowote.
Your MojaWallet PIN. No member of staff needs it, for any reason, ever.
PIN yako ya M-Pesa, Tigo Pesa au Airtel Money.
Your M-Pesa, Tigo Pesa or Airtel Money PIN.
Namba ya uthibitisho tuliyokutumia kwa SMS.
A one-time code we sent you by SMS.
Kutuma pesa kwenye namba ya kibinafsi ya mfanyakazi ili “kufungulia” akaunti yako.
Money sent to a staff member's personal number to “unlock” your account.
Mtu yeyote anayekuomba mojawapo ya hivi si sisi, hata kama namba anayotumia inaonekana kama yetu. Kata simu na utufikie kwa njia zilizo kwenye ukurasa huu.
Anybody asking you for one of these is not us, even if the number they call from looks like ours. Hang up and reach us through the routes on this page.