What should I do first?
Open the existing order and report the problem promptly through its dispute process. Do not confirm money you have not received, pay a second time or cancel because the other person asks.
Report missing, late, duplicate or incorrect payments, changed account details, suspected reversals or stablecoin that has not arrived as expected. If you sent the wrong amount or used the wrong account, token or network, say exactly what happened. A second transfer does not undo the first.
If the page or connection fails, reopen the same order and check your bank or wallet before trying again. The payment may have succeeded even if the page did not update. Refreshing does not restart the deadline.
If the payment arrives while a dispute is open, check the amount, payer and reference in your account, then update the same dispute. Follow the order’s resolution instructions; do not cancel the order or send a refund just to close the complaint. Report an incorrect amount or unexpected payer instead of treating the problem as resolved.
What information should I keep?
- The order ID and whether you were receiving KES or buying stablecoin.
- The expected amount, what was actually sent, the recipient and the genuine payment or blockchain reference.
- The payment time, the time it was marked as made, the current order status and the deadline. Include the displayed time zone.
- Relevant messages and errors, plus a short explanation of the problem and the outcome you want.
Use the verified dispute or support channel. Do not post account records in a public group or send passwords, PINs, one-time codes, recovery phrases or private keys.
How much time do I have?
The proposed Kenya service has three separate deadlines. Follow the recorded deadline for your order, including any disclosed variation approved by the regulator.
- Send KES and mark it as paid: 30 minutes for M-Pesa or 60 minutes for bank transfer. This starts when the stablecoin is locked and the order is ready for KES payment. Sending the money and recording that you have paid are both required.
- Check receipt: 3 hours. This starts when payment is validly marked as made. The recipient must check their actual account and confirm receipt or raise a dispute.
- Provide payment proof: 12 hours. This starts when the order enters the proof stage and the merchant is notified, or the request is available in the agreed order interface. Complete the required submission within this window.
For example, an M-Pesa order ready for payment at 10:00 has a standard payment deadline of 10:30. If the payer marks it as paid at 10:20, the confirmation deadline is 13:20. The proof deadline starts separately when proof is requested.
These are not a promised total completion time. A chat message or support request does not itself extend a deadline. See the full timing rules.
What if a deadline is missed?
- No payment marked before expiry: the proposed rules return the stablecoin to whoever put it into escrow. If you sent KES but forgot to mark it, report that immediately. Nobody is entitled to keep both the KES and the returned stablecoin.
- Payment marked, receipt unconfirmed: follow the order’s dispute or proof process. You cannot assume that waiting will produce a refund or that either person can simply cancel.
- The merchant misses required proof: on an order using the proposed proof rules, a consumer buying stablecoin can receive it; a consumer converting to KES can have their stablecoin returned. The outage exception below still applies. This outcome alone does not establish that anyone lied.
What if proof fails or looks wrong?
The merchant provides the required bank evidence. If the proof service or bank fails, save the error and time and report it promptly. A genuine attempt made in time but blocked by an outage covered by the Terms must use the disclosed outage or alternative-evidence process.
That protection is not an automatic extension for starting late, being offline or losing access to your own account. Start early, follow the response and resume promptly when the service is available.
If the evidence looks wrong, identify the problem: amount, recipient, date, payment direction, repeated reference, missing records or a later reversal. A search that finds no payment is not proof that payment never happened. Read how payment proofs work and their limits.
How do I contact support or complain?
For an existing order, account or funds while the platform is paused, email support@sargo.io. Include the order ID, facts and requested outcome. Also contact your bank or wallet provider through its official channel if its help is needed.
Support can investigate and pursue available remedies. It cannot promise to undo a completed blockchain transfer or release escrow outside the order’s rules.
For formal complaints, the Terms set a target of acknowledgement within two working days and a reasoned response usually within 30 calendar days. For licensed Kenya Service complaints, a progress update is due within 21 calendar days, then at intervals of no more than 21 days while unresolved. These complaint times do not replace order deadlines or shorter legal requirements.
Read the complaint and external escalation options. A completed blockchain transaction does not remove your right to challenge an error.