Help centre

MShopa Support

Keep your order number and account email ready so the correct transaction can be reviewed.

Effective 13 August 2026

Order support

For missing, delayed, damaged, incorrect, cancelled, or payment-pending orders, email support@mshopa.com from the address connected to your MShopa account.

Merchant support

Approved merchants should use the Merchant portal and include the product, order, campaign, or payment reference involved.

Protect your account

MShopa will never ask for your mobile-money PIN, password, or one-time code. Do not include those details in a support message.

Consumer complaints

MShopa will first review the transaction and give the relevant merchant an opportunity to respond. Keep proof of payment, order records, delivery evidence, and your communication history.