For partner shops and Majibu agents
A sale is stuck or says Needs help
Support checks and decides
Quick answer
Tap Refresh sale or Refresh status once. If nothing changes, or the app says Needs help, STOP or ask a manager: do not repeat steps and do not take money again. Message support with the sale reference, IMEI and a screenshot, and keep the customer with you.
What to do
- Tap Refresh sale or Refresh status once.
- Still stuck, or the app says Needs help, STOP or "ask a manager"? Do not repeat steps and do not take money again.
- Message support with the details below.
- If the customer has not left, keep them with you while support checks.
- When support has fixed it, tap Refresh status and continue, for example with Finish handover.
Good to know
- A new sale or another IMEI for the same phone makes it harder to fix. One phone, one sale.
- A phone switched on before the app allowed it needs support before anything else.
Contact support if
- Refresh does not move the sale
- the app says Needs help, STOP or ask a manager
Have this ready
- your shop name
- the sale reference
- the phone's IMEI
- a screenshot of the step where it stopped
- what you already tried
Never send your Mobile Money PIN. Majibu staff never ask for it.
Thank you.
Sorry this did not help. Tell support what is still wrong.
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