Customer Support Kenya
Need help? Maybets Kenya support team handles account issues, payment questions, technical problems. Phone line +254 701 001000 works 24/7. Live chat responds within 2 minutes typically. Email gets replies in 4 hours average. We're based in Nairobi—understand M-PESA, Safaricom networks, local betting needs.
Contact Methods
Phone Support: +254 701 001000 available 24 hours daily. Kenyan staff answer in English. Call about deposits, withdrawals, account verification, technical issues. Average wait time under 3 minutes during off-peak hours; up to 8 minutes during KPL match days when call volume spikes.
Live Chat: Access through website or mobile app. Click green chat icon bottom-right corner. Support agents online continuously—no offline hours. Fastest method for quick questions about bonuses, bet settlement, game rules. Attach screenshots directly in chat for technical problems.
Email Support: Send detailed inquiries to support address listed in your account dashboard. Include account number, screenshot of issue, transaction reference if payment-related. Responses arrive within 4 hours generally, sometimes faster during morning hours Nairobi time.
Office Address: Sparksmatrix Limited, Ring Road Kilimani, Nairobi, Kenya. Physical visits by appointment only—call ahead to schedule. Bring government ID and account details if visiting for verification issues.
Common Support Issues
M-PESA Deposits Not Showing: Check you used correct paybill 498098 with your phone number as account reference. Deposits normally arrive within 10 seconds; delays beyond 5 minutes indicate wrong account number entered. Contact support with M-PESA confirmation SMS—they'll trace and credit manually.
Withdrawal Delays: First withdrawal requires account verification—upload ID and proof of address via account settings. Subsequent withdrawals process within 24 hours to M-PESA. Weekend withdrawals may take until Monday due to banking hours; crypto withdrawals process daily regardless.
Account Locked: Usually triggered by failed login attempts or security flags. Call phone support immediately with government ID ready for verbal verification. Most locks resolve within 30 minutes once identity confirmed. Don't create duplicate accounts—that permanently bans both.
Bet Settlement Disputes: Check bet history for official match result used. If you believe settlement incorrect, contact support within 24 hours with bet reference number. They review with odds provider—corrections processed within 48 hours if error confirmed.
Technical Support
App Installation Problems: Android users enable Unknown Sources in phone settings before installing APK. If app crashes on launch, clear cache or reinstall fresh copy. Tecno and Infinix phones sometimes need manual permission grants—check Settings > Apps > Maybets > Permissions.
Login Failures: Reset password via "Forgot Password" link on login screen. Confirmation SMS arrives within 2 minutes. If SMS doesn't arrive, verify your registered phone number correct in account settings. Support can reset password manually after identity verification via phone call.
Slow Loading Issues: App optimized for 3G but requires stable connection. If pages load slowly, switch between WiFi and mobile data to test. Clear app cache monthly—Settings > Apps > Maybets > Storage > Clear Cache. Reinstalling app fixes most persistent loading issues.
Operating Hours & Response Times
Phone support operates continuously—24 hours, 7 days weekly including public holidays. Live chat staffed identically with no downtime. Email support handles inquiries around the clock but response times vary: submitted 8AM-6PM Nairobi time typically get replies within 2 hours; overnight emails answered by 10AM next morning.
Peak support volume occurs Friday evenings through Sunday nights during KPL match days and major EPL fixtures. Expect slightly longer wait times those periods—but rarely exceeding 10 minutes even during busiest windows. For urgent payment issues, phone support fastest route regardless of time.
