Payment & account help
A few checks can help you understand a payment, a top-up, or an account issue.
Contact supportConfirm camera access is allowed and the connection is working. Use good lighting, keep your face visible, and follow the on-screen prompts. Use the retry option if a scan fails.
Use the setup reminder or Account settings to enroll your face, then continue straight to payment PIN setup. Back and Finish later let you leave the scan and resume later. Current face-payment settlement is restricted to demo accounts.
Review face-payment setupOpen Account settings and turn on Accept payments. Terminal is shown for accounts with vendor mode enabled.
For customer approval, set up a payment PIN and check the wallet balance for the charge currency. Regular mobile money checkout is a separate payment flow.
See the vendor guideCheck History in KAB PAY and the account you paid from. Keep the transaction reference and allow the provider to return a final result.
If you closed checkout after approving a charge, check your activity before making the same payment again.
Open your historyCheck that checkout completed and confirm the currency of the wallet you’re viewing. Your balance updates after the payment is verified.
Keep both the checkout reference and the provider’s confirmation. A top-up is separate from a payment to another person.
Open your walletCheck the email or account identifier you used to register. If you’re using a passkey, use the device or password manager where it was saved.
For a registration verification email, check your inbox and spam folder. Keep your password and one-time codes private.
Return to sign inConfirm the request amount, currency, and recipient before paying. Ask the person who shared it if any details look unfamiliar.
Creating or sharing a request does not mean it has been paid. Check the result in the app.
Read the request FAQWhen following up on a payment, have its reference, amount, currency, date, and status ready. Never share a password, one-time code, or mobile money PIN.
