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Buyer FAQs

Here are some common questions buyers ask while using Sevi:

1. I didn’t receive the verification SMS (OTP). What should I do?​

  • Check if you entered your phone number correctly.
  • Tap Resend OTP — you can choose SMS, WhatsApp or Phone Call.
  • Ensure you haven’t blocked SMS from Sevi or its provider (AfricasTalking).
  • If still not working, contact Sevi Support.

2. I forgot my PIN. How can I reset it?​

  • Try Tapping on your app on login "I have lost my pin", Enter your registered ID Number and New Pin then tap "Reset Security Pin".
  • Contact Sevi Support to restore your PIN.
  • For your safety, never share your PIN with anyone.

3. My device is not supported. Can I still use Sevi?​

  • The Sevi app works on Android 5.0 and above.
  • iPhone support will be available soon.
  • If you don’t have a smartphone, your agent can help you create and manage payment requests on your behalf.

4. I don’t see any payment plan options when approving a payment request. Why?​

Possible reasons:

  • Your supplier reached their maximum outstanding credit.
  • You already have another active loan.
  • Your credit score is low or negative.
  • Some of your account details are missing.

👉 Best next step: contact Sevi Support.

5. When should I confirm & pay a payment request?​

  • Only confirm & pay after your goods have been delivered to your shop.
  • Depending on your supplier, some requests may require confirmation before delivery.

6. What payment options are available?​

  • Lipa na Sevi → Pay with your sevi credit limit, if limits sustains the full order amount.
  • Split Pay → Pay a bit now and the rest pay later, if order exceeds the available credit limit.
  • Pay Directly → Instant payment via M-Pesa or your Wallet balance.

7. What happens if I can’t repay on time?​

  • You have a 7-day grace period per instalment.
  • During these 7 days, you’ll receive reminders.
  • After 7 days, a late fee is applied and your supplier is notified.
  • After 90 days, your account is in default → handed to debt collection and may be reported to the CRB.

8. Can someone else repay on my behalf?​

Yes. Family, friends, or savings group members can top up your Sevi wallet using the same details as in the Top-up guide.

9. How do I qualify for instalment payments?​

Suppliers decide eligibility. They may consider:

  • Your Trust Score.
  • Your CRB rating (no negative listings).

10. How can I increase my credit limit?​

  • Upload your latest 6-month Full M-Pesa statement.
  • Provide merchant till statements (if using one).
  • Repay loans on time.
  • Approve at least 12 consecutive payment requests above 10% of your current limit.

11. Can I withdraw my Sevi wallet balance?​

Yes. Set up a Settlement Account under Growth → Personal Info.
Options include:

  • Bank account
  • M-Pesa phone number
  • M-Pesa Till

12. What if my supplier is not on Sevi?​

Invite them to join Sevi through the app or via their agent.

13. What if my delivery fails?​

  • All payments made through Sevi are covered by the Delivery Warranty.
  • First, try resolving with your supplier.
  • If unresolved, contact Sevi Support.

14. What is the Prepaid Plan (Subscription)?​

It’s a monthly subscription that lets you borrow multiple times within your credit limit without paying transaction fees per loan.
👉 Learn more here.

Need More Help?​

If your question isn’t answered here, please contact:
📧 support@sevi.io
📞 Sevi Call Center 0709 924 424 (available during business hours).