How can we help you?
How can I access device financing phone?
Dial *777# and select option 7 (Device financing), accept the terms and
conditions then you will receive an SMS with the details of the Safaricom shop to visit for further
assistance.
How will I know if I qualify for the device?
Dial *777# and select option 7 (Device financing), then select option 1 (check
eligibility) you will then receive an SMS with the details of the qualified phone.
What is an OTP?
It is a security feature that auto generates a one-time password that is used to
verify the user’s identity.
Can I use cash to pay for the deposit?
No, Mpesa is the only allowed method of transaction for Deposit.
How can I pay for the instalments on the USSD?
Dial *777*7#, go to option 1, (Pay for device), choose the instalment package,
confirm the amount you would like to pay, enter pin. You will receive an SMS with the transaction
details and the attached Gursha bundles.
How can I pay for the instalments on the Device Financing App?
Log in to the Device Financing App, select Pay Now, choose a payment plan
(Daily, Weekly, Monthly) or enter any amount, then enter your PIN. You will receive an SMS
confirmation and Gursha bundles.
How do I pay for other on the Device Financing App?
Log in to the Device Financing App, tap Pay Now, select Pay for Others, choose a
payment plan or enter an amount, and enter your PIN. The recipient will receive an SMS confirmation
and Gursha bundles.
What is Device Financing Loan Management App?
It is a mobile application that allows customers to manage their device
financing loans, make payments, pay for others, view payment statements, and track loan progress
easily.
Do I need to have Data/ WIFI to access the Device Financing Mobile App?
The Device Financing App is free of data cost. You will not be charged when you
use Device Financing App on my phone. To access the service, you need to TURN ON MOBILE DATA on your
phone with a Safaricom sim card inside, or connect to WIFI or hotspot.
I have forgotten my Device Financing App password, what should I do?
If you have forgotten your Device Financing app Password, go to the log in page
on the Device Financing app and click on Forgot PIN then reset your PIN.
What is Gursha bundles?
They are internet data & voice bundles awarded for any payment made towards
device financing.
Can I pay for another person if I don’t qualify?
Dial *777*7#, go to option 2 (pay for others), enter the recipient number,
choose the instalment package, confirm the amount you would like to pay, enter pin. He will receive
an SMS with the transaction details and the attached Gursha bundles.
How do I check my loan statement on the USSD?
Dial *777*7#, go to option 3 (Statement), you will receive an SMS notification
with the amount paid to date, outstanding amount and the due date for the next payment.
How do I check my loan statement on the Device Financing App?
Log in to the Device Financing App and select the Statement menu to view all
payments made and your outstanding balance.
What is a lock solution, and why is it installed on my device?
A lock solution is a security feature that prevents unauthorized access to your
device, often used to ensure that financed devices are paid off according to the terms.
How can I unlock my device?
To unlock your device, pay the due instalment amount on the USSD or Device
Financing Mobile App as per the loan term.
What is SMS unlocking?
SMS unlock is a backup unlock code sent from the Device Financing agent portal
if the device does not unlock automatically after payment. The customer can manually enter the code
into the ThinkAdam lock solution, turn on mobile data, and tap Sync button on the top right to
complete the process.
What happens if my device develops an issue?
Please visit the nearest Safaricom/dealer shop for further assistance.
Can I return or exchange a device?
Returns or exchanges are subject to the terms and conditions of your financing
agreement.
What happens if I return a financed device before completing the payment?
Returns or exchanges are subject to the terms and conditions of your financing
agreement. You will continue to pay for the device until the loan is cleared.
Can the total outstanding balance reduce if I change the loan tenure?
No, the device cost remains the same as per the contract.
What will happen if I pay more than monthly payment?
Any extra payment will reduce your loan tenure accordingly.
What should I do if my device develops a fault?
Visit the nearest Safaricom authorized shop for assistance.
Can I return or exchange my device?
Returns or exchanges are subject to the Terms and Conditions of your financing
agreement.