CIP Help Center / Payments & Instalments

What to Do If a Customer Says They Paid

Payment Resolution steps when the app has not updated.

If a customer says they paid but the BA app does not show payment, do not issue promises or accept another private payment.

First confirm whether STK Push, Paybill, or Till was used. Personal or staff numbers are not approved channels and cannot be reconciled by the system.

Collect the M-Pesa confirmation message, transaction amount and time, phone number used, reference code, customer name, and vehicle registration.

Check the app status and confirm the correct channel. Do not issue cover until payment is officially confirmed in-app.