Frequently asked questions
Short answers to the things people ask most.
For customers
Does it cost anything to make a request?
No. Making a request is free for customers, always.
How do I make a request?
Create a free account with your phone number and an SMS code, choose a service, answer a few short questions and send. It takes about two minutes.
Who will contact me?
One verified business. The first qualified business to take your request is the only business that gets your details. They contact you by phone call, SMS or WhatsApp, the way you chose.
Why can I not put my phone number in the form?
Your number is shared only with the business that takes your request. Keeping contact details out of the form protects you from spam and scams.
What if nobody contacts me?
After 24 hours, open the request and tap "Not contacted". Our team reviews it and, if needed, puts your request back in front of other businesses.
Can I change or cancel a request?
Yes, until a business takes it. Open the request and choose Edit or Cancel. Requests that nobody takes expire after 14 days, and you can send them again for free.
Why was my request blocked?
To stop spam, you can send one request per category every 7 days, and have up to 5 open requests at a time. Cancel an earlier request if you need to send another.
Points and your trust score
How do I earn points?
When the business that took your request finishes with it, it rates the request from 1 to 10. You earn that many points. Clear, genuine requests earn more.
What are points worth?
1 point is KSh 1. You can redeem to M-Pesa from 100 points, up to 1,000 points at a time.
How do I get paid?
Choose Redeem on the Points page. Our team approves it, and the money is sent to your verified M-Pesa number. You receive the full amount, with no deduction.
What is the trust score?
It compares the points you were given with the most you could have been given (10 per rated request). It shows after 3 rated requests. Businesses see it as Low, Medium or High, so clear and genuine requests help you.
For businesses
How much does it cost?
Registration is free. You pay KSh 25 for each request you take. You top up with M-Pesa (KSh 500, 1,500, 2,500, 5,000 or 10,000).
How are businesses verified?
We check your registration certificate and ID by hand. Loan providers must also give a valid CBK licence number and be approved before they see loan requests.
What if the customer cannot be reached?
Mark the request as unreachable. If our team confirms it, your KSh 25 is returned as credit.
What if I do not contact the customer?
If a customer reports that nobody contacted them and we confirm it, the request goes back to the market and your fee is not refunded.
Why must I rate requests?
You can hold at most 5 unrated requests. Your 1 to 10 rating decides the customer's points, which keeps customers sending genuine requests.
For agents
How much do agents earn?
Up to KSh 5 for each genuine customer request, once the business that took it has rated it. The better the lead is rated, the more you earn (KSh 5 x the rating out of 10).
How do I withdraw?
From KSh 100. Withholding tax of 10% is deducted, and our team approves each withdrawal before it is sent to M-Pesa.
Can I refer businesses?
No. Agents refer customers only.
Safety and privacy
Is ZangCash a lender?
No. We connect you with independent businesses. For loans, only lenders approved by us can contact you, but we do not lend and cannot promise approval. Always check the full cost before you accept a loan.
Will you ever ask for my PIN or money?
Never. We do not ask for your M-Pesa PIN, your password or any payment to make a request. Never share your SMS code with anyone.
How is my data protected?
We keep your details to what is needed, share your number only with the business that takes your request, and follow the Data Protection Act, 2019. You can download or delete your data in your account. See our Privacy Policy.