Q: I am receiving an MPESA PIN request when I start the Taxify app to request a new ride. Why?

A: This is as a result of your account having a pending MPESA payment for a previous ride. Kindly go ahead and input your MPESA PIN to complete the payment. If you had settled your bill in cash directly to the driver yet had selected MPESA on your Taxify app payment options, please contact Taxify support.

Q: The MPESA PIN window is not showing, what do I do?

A: Kindly wait for a moment. This means that Safaricom is experiencing downtime on their MPESA services. Please wait or try again later.

Q: The 3 minutes waiting screen is too long when attempting to add my Taxify app MPESA payment option! Can I close it?

A: Yes, you can close the dialog. Three minutes is the maximum amount of time you would wait. In the event where no MPESA PIN prompt comes on your screen within three minutes, your transaction would be considered as “failed”. 99% of the time, however, the MPESA PIN prompt window will appear within a few seconds.

Q: When adding the MPESA payment option in my Taxify app, I received the following prompt: “Your payment method is pending addition. It should become available within a few minutes.” What should I do?

A: If no MPESA PIN prompt came, please try again after 3 minutes. If you entered a PIN and got a “success” sms, please go back to the “payments” tab in your Taxify app menu where your M-Pesa option should now reflect.

Q: I got charged 1 KES when adding M-Pesa payment option to my Taxify account. Why is this?

A: Yes, this is one time non-refundable transaction which is used as a test to make sure you will be able to use M-Pesa for paying for your rides without technical errors in the system.

Q: I got a request/prompt for an MPESA PIN TWICE (or more times) upon turning on the Taxify app to request for a ride. Why?

A: This is because you had two or more failed ride payments. Each MPESA PIN resolution banner has a ride date and an amount stated on it for your reference to identify the specific trip for which there is a pending payment.

Q: I got an SMS from MPESA confirming payment to a phone number after paying with M-Pesa for the ride taken, but I keep getting the MPESA PIN prompt when opening the Taxify app to order for a ride. Why?

A: This means that you paid the driver directly by mpesa to his personal number as opposed to using the Taxify's in-app MPESA payment option. This is a Rider-to-Driver direct payment which is equivalent to a CASH payment. Kindly call or email Taxify support for assistance when this occurs. A Taxify in-app MPESA payment confirmation SMS looks like the sample below: 

~ LJP5UTOPL1 Confirmed. Ksh220.00 sent to TAXIFY KENYA LIMITED  for account AddMethod on 25/10/17 at 1:04 PM New M-PESA balance is Ksh90.00. Transaction cost, Ksh0.00. ~

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