How can we help?
Most things are answered below. If not, we are one message away.
Orders and delivery
Where is my order?
Open Your orders, or use Track an order with the code from your confirmation text. The code looks like LS-8FK3QP and works even if you are not signed in, so you can send it to whoever is waiting at home.
Why did my order come in two parcels?
Because it came from two shops. Each seller packs and sends their own, so they arrive separately and are priced separately.
It says delivered but I have nothing
Do not confirm receipt. Open the order and choose “Something is wrong”. Your money is still held by us and stays held until it is sorted out.
What if I miss the rider?
They call the number on the order before arriving and will normally try again the same day. After that it goes to a pickup point and we text you where.
Do I have to confirm delivery?
If you do not, the order confirms itself 72 hours after it is marked delivered. Confirming early just pays an honest seller sooner.
Paying
No M-Pesa prompt appeared
Check the number you entered, make sure the line is active, and dial *334# to confirm your balance. You can retry from the order — nothing is charged for a failed attempt.
Money left my account but the order says unpaid
Give it two minutes and refresh. If it is still wrong, contact us with your M-Pesa receipt number and the order code and we will reconcile it by hand.
Can somebody else pay for my order?
Yes. The paying number does not have to be the delivery number — enter theirs at the payment step and the prompt goes to their phone.
Is it safe to pay before I have the item?
The seller does not receive it when you pay. We hold it until you confirm the parcel arrived. How that works
Accounts
I never got my sign-in code
Wait a minute and ask for another — codes can be slow at peak times. Check the number is right and that your phone has signal. If it keeps failing, tell us.
Why is there no password?
Deliberately. A texted code every time means nothing to leak in a breach, nothing to reuse from another site, and nothing to forget.
I changed my number
Change it under Sign in & security. We text the new number a code first — the old one keeps working until it is confirmed.
Can I shop without an account?
You can browse, watch streams and fill a basket with no account at all. Signing in is only needed to check out, because an order needs somebody to hold the money for and someone to text.
Streams
How do I know when a seller goes live?
Follow the shop. We text you when they go on air, and you can turn that off per shop under Shops you follow.
I missed the stream
Every stream leaves a replay with the products still attached and still buyable. Look for the REPLAY badge on Live.
A seller asked me to pay them directly
Do not. Money sent outside the checkout has no protection and we cannot recover it. Report them — we act on this quickly.