Frequently Asked Questions


You can sign up using your phone number. Upon verifying your phone number, you can set up your profile to ensure others can identify you and you’re all set.

Wakapay is currently available in 2 countries, namely; Kenya and Tanzania and we are still expanding.

Opening an account with Wakapay is free. We charge transaction fees and currency conversion fees which will be made known to you when you initiate a payment transaction.

We are here to help. Please feel free to contact us via email or telephone via our Wakapay app or the contact section

Account & Security

Log into our app and click ‘Forgotten password?’. Enter your e-mail address and click ‘Send’. We will send an email with a link that will take you through the process of setting up a new password.

You can update them on our app or website by visiting your profile. If you have any trouble doing this, please contact us.

We prioritize the security of your transactions. With end-to-end encryption, we ensure that your payments are safeguarded throughout the entire process using secure payment gateway, two-factor authentication, secure communication channels and transaction verification (may need a privacy policy as well)

Yes, you can link up to 2 bank accounts and 1 mobile wallet provided you have access to the phone number being used i.e. it is registered and active with a service provider.

If you have received an email that there has been activity on your account that you did not perform, you must take urgent action to secure your account e.g. changing your password and two-factor authentication. After you secure your account, please check for any unauthorized activity and send us a report immediately.

Payments and Cancellations

You will need to download our app and complete your profile. Upon completing and confirming with your mobile service provider, you and your loved ones are free to transact. Please note that you must be 18 years old and above to join Waka Payments.

Waka Payments charges fees for its services, including but not limited to transaction fees and currency conversion fees. These fees will be clearly disclosed to you before you initiate a payment transaction.

The maximum amount of money you can send depends on where you live. Different countries have different rules for money transfers.

When you send money cross-border, it will be paid in local currency. The exact amount will be calculated on the app, based on the exchange rate applicable at the time of the transaction. You will be able to confirm or change the amount that will be received prior to completing the transaction

In most cases, it will arrive within minutes, after we have received authorization from your mobile services provider. 

Log in to your account via the app, go to your transfer activity, select the transaction and press ‘Request cancellation’.

After you request a cancellation, we will send an email to inform you if the request was successful. Unfortunately, we may not be able to refund a transfer after it has been paid out.

It usually takes up to 7 working days for a refund to be credited back to you after we’ve canceled the transaction.

Euros, Dollars, Tanzanian and Kenyan shillings

Help & Support

Log into your app and press the chatbot option to contact our Customer support agents. You can also reach us via phone, email us or submit a complaint using this form

Our app is easy to use. Should you need any more guides check out our YouTube channel and other social media pages for other helpful information

We’ll send an email in the Wakapay app as well as a text confirmation to let you know as soon as your transfer has been completed. You can also check the status of transfers in your account.

We welcome any suggestions you have to improve your experience using Wakapay. Please contact us via our website or app and we’ll get back to you as soon as possible.

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