Frequently asked questions

When public sign-up is open, register on the Create your account page and verify your email. At other times accounts are created by invitation — by the SMPLY PAY team or by a business you use that is integrated with SMPLY PAY. If you'd like an account, contact us.

Open the link in your invitation email and choose a password, then log in with your email address. The link works once and expires after a while; if it has expired, ask whoever invited you to send a new one.

After your password, we send a one-time code to confirm it's really you. A stolen password alone isn't enough to get into your account. Codes expire after a few minutes.

Check your spam or junk folder first, and make sure you're looking at the email address you signed up with. If a code has expired, start the login again to get a new one. If nothing arrives, contact us.

On the login page, choose "Forgot password?" and enter your email address. We'll email you a link to choose a new password; it works once and expires after 60 minutes. Resetting your password signs you out on every device. If the email doesn't arrive, check your spam folder.

Yes. Business accounts show your business name, and you can create several wallets and share them with colleagues at the access level each person needs.

Kenyan shillings (KES) and the stablecoins USDT and USDC on Ethereum, Polygon, Celo, Optimism and Solana. One wallet can hold all of them at once, each tracked separately.

Yes. Many people keep separate wallets for different purposes — for example operations, savings, or a project. Your Dashboard shows the totals across all of them.

Yes. Add another SMPLY PAY user by email at one of two levels. View lets them see balances and history and make deposits. Manage also lets them withdraw, convert, transfer and change the wallet's settings. They're notified when access is granted or removed.

Your Dashboard shows total balances, recent transactions and 30-day activity across your wallets. Each wallet's page has its full transaction history.

Two ways. STK Push: enter your M-Pesa number and the amount on the wallet page, then approve the prompt on your phone. Paybill: pay from your M-Pesa menu using SMPLY PAY's paybill number and your wallet's own account number, both shown on the wallet page.

Usually a few seconds after you approve the payment. If your M-Pesa message says the payment succeeded but your wallet hasn't updated after a few minutes, contact us with the M-Pesa confirmation code from that message.

Contact us with your M-Pesa confirmation code and the wallet it was meant for. Payments that can't be matched to a wallet are held, not lost, and can be assigned once we've confirmed the details.

Each wallet has its own address for each supported network, shown on the wallet page. Send USDT or USDC on that network to that address. The deposit is credited once the network has confirmed it, which can take from a few seconds to several minutes depending on the network.

Only USDT and USDC, on the network matching the address you're sending to. Other tokens, or a network's own coin (such as ETH or SOL), are not credited — always check the network before you send.

An M-Pesa phone number, a Paybill (business number and account) or a Buy Goods till. Withdrawals to crypto addresses aren't available yet.

After you enter the details we show the amount, the fee and what the recipient will receive, and send you a one-time code. The withdrawal only happens once you enter that code.

Holding a wallet, receiving deposits and moving money between SMPLY PAY wallets are free. Withdrawals to M-Pesa and currency conversions carry a fee, which is always shown before you confirm. See the Pricing page for details.

The fee comes out of the amount you withdraw, and M-Pesa only pays whole shillings. If the fee has cents, the amount is rounded down to the nearest whole-shilling payout and the leftover cents stay in your wallet. You see the final figures before you confirm.

M-Pesa does not process very small payouts. Withdraw at least 10 KES after fees.

The money is returned to your wallet automatically, including the fee, and you're notified. You can then check the details and try again.

Yes. Ask for a quote on the wallet page — the rate is locked for a short time so the amount you see is the amount you get when you confirm with your one-time code.

The buyer (depositor) funds an escrow naming the seller (receiver), and optionally a manager to oversee it. The funds are held until both sides confirm the deal is complete, then released to the receiver. If there's a disagreement, either side can raise a dispute; the escrow's manager resolves it, or SMPLY PAY does if there is no manager.

Yes. Before it's released, part of an escrow can be returned to the depositor — for example when only some of the goods are delivered. The rest stays in escrow until it's released.

Yes. Transfers between SMPLY PAY wallets are instant and free. You need Manage access on the wallet you're sending from.

Rules on a wallet that send a share of every deposit somewhere else automatically — for example 10% to a tax wallet, 20% to a supplier's Paybill and 30% to a partner's till, keeping the rest. Each rule has a title, a percentage and a destination.

Another SMPLY PAY wallet, an M-Pesa phone number, a Paybill or a Buy Goods till. Stablecoin deposits can be settled to another SMPLY PAY wallet.

Settlements to another SMPLY PAY wallet are free. Settlements to M-Pesa are paid out like a withdrawal, so the withdrawal fee comes out of that share. Every fee is shown in the settlement report.

Add a rule on the wallet page and confirm it with the one-time code we send you; it applies to deposits from then on. The wallet's owners are notified of each settlement, and the settlement report shows every one — with totals per rule and a CSV download.

Logins, withdrawals, conversions and new settlement rules all need a one-time code sent to you. Balances come from a permanent transaction record that can't be quietly edited, and escrows need both parties' confirmation before money moves.

Yes. The Activity page lists sign-ins, failed sign-in attempts on your email, and important actions on your account, with when and where each came from.

Contact us straight away so we can secure your account, and don't share any codes you receive.

No. We will never ask for your password or one-time codes by phone, email, SMS or chat. Anyone who asks is not from SMPLY PAY — don't share them.

Only to run your account and meet our legal obligations. See our Privacy Policy for the details.

Yes — a REST API for balances, M-Pesa deposits and payouts, transfers, escrow and crypto payment requests. Create API keys from the Developer page and see the API reference in our Docs.

Yes. Register a webhook and we'll send your system an event — for example when a deposit settles or a withdrawal completes. Each event is signed so you can verify it came from SMPLY PAY.

Yes, through our partner integration, which is available to approved businesses. Contact us to discuss your use case.