Missing Payments frequently asked questions

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Missing Payments are transactions your customer has completed, but the funds have not reflected in your Kopo Kopo account. 

This can happen due to network delays or interruptions between the payment service provider and Kopo Kopo.

1. How do I report missing payments?

Click the links below for step-by-step guides:

✅ How to report missing payments on the web app

✅ How to report missing payments on the mobile app

3. How can I track the progress of outstanding missing payment requests?

On the web app: 

1. Sign in to your Kopo Kopo account.

2. Go to the Transactions tab.

3. Click on Missing Payment Requests.

4. You’ll see all the requests you have made.

On the mobile app:

1. Open the Kopo Kopo app and sign in.

2. Tap Transactions.

3. Click the 3 dots on the top-right and select Missing Payment Requests.

4. You will see all the requests you have made.

You will see all your reported requests

4 . What do the request statuses mean?

• Pending – We are checking your account to find the missing payment.

• Completed – We have checked and updated your account with the payment if found.

5. What if  i am not sure when the payment was made?

Ask your customer for the exact time and date. If they do not know, give the widest time range possible (e.g., 12:00 AM – 11:59 PM).

6. Can I track multiple missing payments at once?

Yes. You can send several requests, but each must have:

• The correct till number

• A different time range

7. Will I be notified when the payments have been updated?

Yes. You’ll receive both SMS and email notifications to your registered primary contact once the payment(s) have been updated. 

8. How long does it take to review my missing payment request?

We aim to review and respond within 2 hours after you submit your request.

9. What if I still don’t get the payment after 2 hours?

Check your account again.

If still missing, contact our support team with a screenshot of the transaction reference ID:

• Call: [phone]

• WhatsApp: [phone]

• Email: [e-mail]

We will then follow up and investigate further.

10. How can I confirm that the payment was completed by my customer?

• Ask the sender if they received a confirmation message after sending the payment.
• Confirm they used the correct till number.
• Sign in to your Kopo Kopo account and check under the Transactions tab, look for the payment under either Payments or B2B Transactions.
• If missing, report it as a missing payment as per the steps above