Frequently Asked Questions

Need help? Lets see if you can find your answers here first.

Simply go to this link and reset your password. A new password is sent to your email

Tumapay does not hold any customer balances. However, if youwould like to withdraw from your e-wallets e.g Payapal, you can click this link and access your funds within seconds

The Mpesa settlement is instant, if it takes more than 2mins please contact support for assistance.

Your details are perfectly safe with us, we do not store your card details anywhere, and we only use the top-tier trusted payment gateways to transact on your account.

Payments are sent to Mpesa mobile wallets. It applies with Kenyan mobile numbers only.

Login to your account to access your payments history.

Your Mpesa settlement may delay for one of the following reasons:
1. recipient has transacted over the Mpesa limit
2. network downtime,
3. Insufficient float in our account.
In the last 2 cases we will attempt to resolve within a 24-48hr window. In the first case, we will schedule the transaction to be done 2 minutes after midnight.

When you initiate a transaction, there are several states you need to be aware as follows
  1. Draft: you have not submitted this transaction, will be deleted after 7 days if not completed
  2. Pending remittance: you have submitted the transaction and provided the funds. At this stage we send the money to the Mpesa of the recipient. Usually transactions will be in this state for a maximum of 2 mins, if longer please contact support.
  3. Completed: funds sent to recipient. Everything is done, good job.
  4. Network error: for some technical reason we could not complete the transaction. Our team is working on this, max time 24-48hrs.
  5. Rejected: Recipient cannot receive, e.g has exceeded Mpesa limits or provided number is invalid. Funds in this instance will be rolled back to your account.

Tumapay is managed by Cloudbase Data Limited, an analytics company based in Africa.

Bye...just kidding. Its easy, we do not keep your card details. You can stop using our service without any lingering concerns.
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