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 or WhatsApp.
- 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?
- 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?
- Pay Later → Approve now, repay later under Sevi credit terms.
- Pay Directly → Instant payment via M-Pesa.
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).