Support
Need a hand with your group?
If you're a member of a group, your chairperson, secretary or treasurer can often help directly. Otherwise, reach us — real people, not a ticket queue.
Account & access
- I forgot my password.
- Contact support directly with your registered phone number so we can help you regain access — there is no self-serve password reset by email yet.
- I belong to more than one group. Do I need separate accounts?
- No. One login can belong to more than one group or organization; switch between them from inside the app once signed in.
- I'm a member, not an officer — what can I see?
- Members can see their own contribution, loan and welfare history. Editing group records is limited to the chairperson, treasurer and secretary roles.
Payments & M-Pesa
- A payment didn't reflect in my account.
- M-Pesa payments are matched automatically by account reference, but if a reference number is missing or mistyped it may need manual reconciliation. Reach out with the M-Pesa confirmation code (the one that starts with a letter, e.g. QDE456UVW) and we'll help trace it.
- How long does a contribution take to show up after paying?
- Usually within seconds — Safaricom's payment confirmation arrives, and Kitabu Yetu posts it to your group's ledger automatically. If it's been more than a few minutes, contact support with the confirmation code.
- Can members pay by something other than M-Pesa?
- A group can record cash, bank transfer or cheque contributions directly in the ledger as well — M-Pesa is the only channel that posts automatically.
Groups & data
- Can we bring in our existing records?
- Yes. Every plan supports bulk CSV import for members and historical contributions, so you are not starting from a blank book.
- Can another group see our group's records?
- No. Each group's records are isolated at the database level — this is enforced by the database itself, not just by the app's screens.
- Who can add or remove members?
- Group officials (chairperson, treasurer, secretary) can add, edit or deactivate member records from within the app.
Billing & plans
- Can we change plan later?
- Yes. Buy a different plan by M-Pesa at any time from your billing page and it activates immediately — there is no lock-in period.
- What happens if we run out of SMS credits?
- Sending never stops outright — once your included monthly allowance is used up, you top up credits from your billing page, and purchased credits are drawn on after the included allowance.
- Is there a free plan?
- No. Every plan is paid, and bought self-service by M-Pesa. See the full price list on the Pricing page.
Still stuck?
Email or call us directly — see above — or browse guides in Resources.