Never Pay Outside Sokomoja
Never pay outside Sokomoja.
If it did not go through checkout, we cannot protect it, refund it, or trace it.
How a real Sokomoja payment works
You pay at checkout. An M-Pesa prompt comes to your phone from the Sokomoja paybill. You enter your PIN. That is the only way to pay for an order.
We will never:
- Send you a personal M-Pesa number to pay into
- Ask for your M-Pesa PIN, on the phone, by SMS or in a chat
- Ask you to pay a clearance fee, delivery top-up or release fee after you have already paid
- Ask you to pay again because the first payment failed, without you seeing it fail at checkout
The four scams to know
The off-platform switch. A seller messages you: the order is not going through, just send to this number and I will ship today. The moment you do, you are outside the marketplace. There is no order, no record, no hold on the money and no way for us to help. Refuse and report the seller.
The fake courier call. Someone calls saying they are the rider and need a small amount for fuel or clearance before delivering. No genuine Sokomoja delivery ever requires a payment at the door. Hang up and call us.
The PIN request. Nobody from Sokomoja, M-Pesa or any bank will ever ask for your PIN. Not for verification, not for a refund, not for anything. Anyone who asks is stealing from you.
The refund reversal trick. We over-refunded you, please send back the difference. Refunds are automatic and go back to the number you paid from. We will never ask you to send money back.
If you have already paid outside the platform
Tell us anyway, at support@sokomoja.co.ke, with screenshots and the seller name. We cannot refund you, and we will not pretend otherwise, but we can remove that seller so it does not happen to the next person. Report it to your mobile money provider and, where the amount justifies it, to the police.