My payment did not go through

First, do not pay again. Check your payments screen: if the money left your M-Pesa account, the payment is usually there, and paying twice creates a second order somebody then has to unpick.

1. Open your payments screen and look for the order.
2. If it says awaiting payment and the money did leave your account, contact us with the M-Pesa message you received. It carries a reference we can match.
3. If it says failed and no money left your account, you can simply try again.

Payments that arrive at our end but do not match an order are flagged for an administrator rather than being ignored, so a payment is never quietly lost.