We are here to help you with any questions about your transfers, account, or our services. Our support team is available across East Africa time zones to assist you promptly.
Phone Support
Mon-Fri, 8am-6pm EAT
KE: +254 712 345 678
UG: +256 712 345 678
TZ: +255 712 345 678
Support Hours
| Channel | Availability | Time Zone |
|---|---|---|
| Email Support | 24/7 | EAT (UTC+3) |
| Phone Support | Monday - Friday, 8:00 AM - 6:00 PM | EAT (UTC+3) |
| WhatsApp Chat | Monday - Saturday, 8:00 AM - 8:00 PM | EAT (UTC+3) |
| Emergency Support | 24/7 for critical issues | EAT (UTC+3) |
Our Offices
Nairobi, Kenya
Westlands Business Park
4th Floor, Chiromo Lane
Nairobi, Kenya
Mon-Fri: 8:00 AM - 5:00 PM EAT
Kampala, Uganda
Nakasero Business Center
2nd Floor, Plot 12
Kampala, Uganda
Mon-Fri: 8:00 AM - 5:00 PM EAT
Dar es Salaam, Tanzania
Masaki Trade Hub
3rd Floor, Toure Drive
Dar es Salaam, Tanzania
Mon-Fri: 8:00 AM - 5:00 PM EAT
Frequently Asked Questions
How long do transfers take?
Most transfers are completed within minutes. In rare cases, due to network issues or compliance checks, transfers may take up to 24 hours. You will receive notifications at each step of the process.
What are the transfer limits?
Basic accounts can send up to KES 100,000 per transaction with a daily limit of KES 300,000. Verified accounts have higher limits up to KES 500,000 per transaction. Contact support if you need higher limits for business purposes.
Can I cancel a transfer?
You can cancel transfers that are still pending. Once a transfer is processing or completed, cancellation may not be possible. Contact our emergency support line immediately if you need to stop a transfer.
Is my money safe with ISSA?
Yes. We use bank-grade 256-bit encryption, two-factor authentication, and fraud monitoring. Customer funds are held in segregated accounts with our banking partners and are never used for our operational expenses.
What payment methods do you accept?
We accept M-Pesa, Airtel Money, and major debit/credit cards (Visa and Mastercard). In Kenya, we also support bank transfers from select partner banks. All payment methods are processed securely.
What if my recipient does not receive the money?
First, verify that the phone number you entered is correct. If the number was correct and 24 hours have passed, contact our support team immediately. We will trace the transfer and either ensure delivery or process a full refund including fees.
Emergency Support
For urgent issues such as suspected fraud, incorrect transfers, or account security concerns, our emergency support team is available 24/7.
Feedback
Your feedback helps us improve. If you have suggestions, complaints, or compliments, please email us at feedback@issasend.com. We read every message and strive to respond within 48 hours.