• Customer FAQ
  • 1. About JumiaPay
  • 1.1. What is JumiaPay?

    JumiaPay is a new and free online payment service that enables you to send payments online securely, instantly, and cost-effectively. It is legally established as Ecart Services Kenya Limited a Limited liability Company incorporated under the laws of Kenya and of P.O Box 26106-00100 Nairobi Kenya

  • 1.2. Why should I use JumiaPay?

    Using JumiaPay is simply the safest and easiest way to pay on Jumia. It is faster than any other payment method: you can use JumiaPay without entering your payment details each time. It’s hassle-free: you don’t need to go to the bank or ATM to withdraw cash and take any risk for your security, or have your token with you to process a payment. You don’t need to save your money until order arrives: pay now, and all you have to do is relax until someone knocks at your door!

    You will never need to enter your payment details online again: JumiaPay works hard to keep your data safe with a security system that adheres to the highest safety and security standards.

  • 1.3. What happens if anything goes wrong with my delivery?

    If anything goes wrong, if what is delivered is not what you expected (wrong size, color,…) or if you just change your mind at the moment you receive your delivery, you’ll get reimbursed in the shortest delays. Even better, our customer protection offers you faster refund if you return products to Jumia within the 7-day return period.

  • 1.4. How secure are JumiaPay transactions?

    JumiaPay is committed to use the best commercially available technology and procedures to protect the security of your online transactions. To secure your transaction, you control 2 times: with you Jumia password and on your phone. Please feel free to contact JumiaPay’s customer care , if you have further questions.

  • 1.5. How private are JumiaPay transactions?

    Protecting the privacy of our users is of the highest priority for JumiaPay. Merchants will never see your financial information, such as your credit card or bank account numbers. When you send money using JumiaPay, the only information we share is to help you completing your customer journey. Please review our Privacy Policy for further information.

  • 1.6. Where can I shop with JumiaPay?

    JumiaPay is currently available for purchases on Jumia. We will be adding more merchants regularly, and invite you to check back soon on our homepage.

  • 1.7. How to contact us?

    For any enquiry, please contact Jumia Customer Service. They will answer your question or redirect your to our JumiaPay customer care platform. https://www.jumia.co.ke/contact/ or 0711 011 011

  • 2. Register
  • 2.1. How do I sign-up for JumiaPay?

    Registering with JumiaPay could not be easier - pay online on Jumia once and your account will be created.

    Make your purchase on Jumia and enter your personal details at checkout,

    Choose JumiaPay, select Mobile money,

    Confirm Payment directly on your phone.

  • 2.2. My Account doesn't work.

    The first time you pay with Jumiapay, we save your e-mail address on your Jumia account, and ask you to save a password. This password can be different from Jumia’s. Making a first payment with JumiaPay will allow account creation.

  • 2.3. I've forgotten my password.

    • Go to Login page to access login page.

    • Click on ‘Forgot your password?’ button as demonstrated in screenshot above.

    • Enter your email address.

    • An email will be sent to you with a link to reset your password.

  • 3. Payment Verification
  • 3.1. An error message appears after I click “Pay Now”

    In the case something went wrong and we cannot operate the transaction. Please choose a different payment method to confirm the order, or contact us through our Contact Us page so that our dedicated staff can take the right action to help you.

  • 3.2. My order is still loading, do I need to refresh?

    Please do not refresh the page. If something goes wrong you will receive appropriate error message on your screen.

  • 3.3. When is my order confirmed?

    Order is confirmed after you enter the one-time password in the system. Jumiapay sends confirmation e-mails for each purchase. Please verify your mailbox. If you didn’t receive an email, check your spam box. Our customer service will investigate and get back to you if you still notice anything wrong.

    Customer service from Jumia will call you anyway to make sure your order is confirmed, and cancel it if you made any mistake.

  • 3.4. I don’t have a JumiaPay account, but I have a transaction on my Mobile Money account statement from JumiaPay that I don’t recognize

    If you suspect that an unauthorized transaction has been made from your account, you should always contact your Mobile money provider or credit card company to block the account number against further potential unauthorized charges. Please also contact us through our Contact Us page so that our dedicated staff can take the right action to help you.

  • 3.5. Can I use other promotions with JumiaPay?

    Most promotions and vouchers can perfectly be paired with JumiaPay. Nevertheless JumiaPay cannot be paired with specific promotions offered by other payment methods on Jumia or other shops. However, we are constantly working to give you the best promotions and deals with JumiaPay. Check our homepage for current campaigns.

  • 4. Customer Protection
  • 4.1. What is customer protection?

    If anything goes wrong, your order didn’t arrive, is damaged or if products don’t match the website description, you will get reimbursed in the next 48 hours after Jumia Customer Care approval. Eligible purchases only.

  • 4.2. When is customer protection available?

    Customer protection is always available on delivery if you paid via JumiaPay. If you accepted the order, you’re still protected during 7 days as long as your product: is not among the ineligible list, doesn’t match the description or is a fake, doesn’t work properly.

  • 4.3. What is the ineligible list?

    Products not purchased with JumiaPay.

    Products not matching the Jumia refund policy.

  • 4.4. How long will it take me to get refunded?

    If you return your products instantly after delivery, you will be refunded instantly. Please note that refunds can take up to 48 hours before appearing on your account.

    If you return your products after accepting the delivery, refunds will happen in less than 48 hours after Jumia Customer Care approval.

  • 4.5. How much is my refund going to be?

    100% with no money transfer fee.

  • 4.6. Where will I receive my refund?

    Refunds will be automatically sent back to your mobile money account.

  • 4.7. Who should I contact in order to get a refund?

    To get a refund, you should contact the Shop you purchased the good first. Once the Shop processes your request, you will get a confirmation message from JumiaPay. Please note that it may take some time for your refund to appear on your account.

    In case of disagreements between you and Jumia (e.g. the refund amount is not high enough or Jumia refuses to refund your items), please contact us on https://www.jumia.co.ke/contact/ and we will investigate the issue.

  • 4.8. Why is my order cancelled?

    There are many reasons for why this happened: Is your shipping address correct? Have you received any messages from us regarding your account? Did you verify your payment? Have you reached your transaction limit?

    Please contact the merchant for further details if you have entered your details correctly and you have not received any e-mails or calls from JumiaPay. Merchant is also able to cancel your order if, for example, the items ordered are no longer in stock.

    If your shipping address is not correct, please contact the seller as soon as possible and notify us at https://www.jumia.co.ke/contact/. If your order has already been cancelled, you will need to place it again.

    If you have already been contacted by our team, you may already know the reason. Perhaps the order was suspicious or the amount was too big to be approved without verification?

    Another reason could be that you have reached your monthly transaction limit. You can upgrade to Premium to get a bigger allowance. Please help us by responding to our emails and calls. This helps us to provide better service and avoid order cancellations. If the order was cancelled, you will receive a refund on your account.

    If you cannot find the reason, contact our team at https://www.jumia.co.ke/contact/ and we will do our best to help you.

  • 5. My JumiaPay Account
  • 5.1. Can I access my transactions history?

    Please connect to your JumiaPay account here with your phone and e-mail address you used on Jumia.

  • 5.2. How do I edit my profile?

    Edit profile steps need to be changed:

    • Log in with your username and password

    • Go to "Profile" and click on "EDIT ACCOUNT"

    • Enter your new information, then click "SEND" to save any changes you have made.

  • 5.3. Can I use an email address registered with another JumiaPay account?

    Your email address can only be registered with one JumiaPay account and you cannot add additional email addresses to your JumiaPay account.

  • 5.4. Why is JumiaPay sending me emails/calling me?

    To provide the best service, we have to collect some information about you and your order. This is why we find it necessary to contact you when information is missing (e.g. when your address cannot be found) or if we find suspicious behavior on your account. All of this is done to make sure that your account is safe and you do not experience any problems while shopping with us. If you do not respond to our emails or calls, your order may be cancelled.

  • 5.6. How can I close my JumiaPay account?

    If you would like to close your JumiaPay account, please write to us at https://www.jumia.co.ke/contact/ or our Contact Us page and a member of our customer service team will assist you.

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