Help & support
How can we help?
Answers to the common questions, and how to reach a person when you need one.
Talk to the 2Safiri team
Email us any time. Include your SACCO name, the vehicle's number plate and any M-Pesa code, and we can usually answer in one reply.
Passengers
I paid, but my booking still says unpaid
M-Pesa confirmations usually arrive within a minute. Pull down to refresh the booking.
If it still shows unpaid after a few minutes, email support@2safiri.comwith the M-Pesa confirmation code, the amount, the time you paid and the vehicle's number plate.
Why can't I find my matatu in the app?
You can only book a vehicle whose crew has gone live on your route. A matatu waiting in line at the stage isn't bookable yet. You can still board it at the stage and pay by M-Pesa or by scanning the QR code inside.
I paid but the vehicle didn't pick me up
When the crew ends a trip without boarding you, your fare comes back to you as points you can spend on a later ride. If you don't see them, email support@2safiri.com with the booking details.
How do I delete my account?
Follow the steps in our Privacy Policy. Some records are kept where the law requires.
Drivers & conductors
I can't sign in to the driver app
Ask your SACCO office to check you've been added to the SACCO and assigned to today's vehicle. The plate you sign in with is assigned by the office each morning, and that is the usual cause.
What's the difference between Join Queue and Go live?
Join Queuetakes your place in line at a stage. It doesn't make the vehicle bookable.
Go live puts the vehicle on a route, and only then can passengers book it in the app.
A passenger paid but it isn't showing on my vehicle
Ask for the M-Pesa confirmation code and give it to your SACCO office with the plate and the time. They can check whether the payment reached the vehicle's till.
SACCO staff
A fare didn't reconcile, or the totals look wrong
Email support@2safiri.comwith your SACCO name, the vehicle's plate, the date and, if you have it, the M-Pesa code. The Transactions and Summaries pages can be exported to CSV if it helps to attach them.
How do we start collecting fares on a new vehicle's till?
- Save your SACCO's Daraja credentials under M-Pesa → M-Pesa connection.
- Add the vehicle with its till number and merchant short code.
- On the M-Pesa page, press Register till on that vehicle.
- Make a KES 10 test payment and check it shows on that vehicle.
How do I give a colleague access?
A SACCO administrator adds them under Members and assigns a role. What they can see and change comes from that role.
Why was I signed out?
For security, the dashboard signs you out after 15 minutes without activity, with a one-minute warning first. Sign in again and you'll return to the page you were on.
Banks
Which vehicles can Co-op Bank staff see?
Bank users see only the vehicles their bank finances, with those vehicles' collections and statements. If a vehicle is missing, the SACCO may not have recorded the bank against it yet. Email support@2safiri.com with the plate.