How can we help?
Quick answers for customers and service providers. You can also use the Mtaani Assistant at the bottom-right of the page.
Can I be both a customer and a provider?
Yes. MtaaniPro uses one account with multiple roles. A provider account also has Customer access, and an existing customer can add Provider access without creating a second account.
How many services can a provider offer?
One active primary service category at a time. If you change your primary service, the provider profile may need to be reviewed again.
Do I need documents before I can receive bookings?
No. A provider profile becomes bookable as soon as registration is complete. Providers may later upload up to three private verification documents to work toward a visible verified badge; customers never see those files.
Can customers see provider work samples?
Yes. Providers can publish up to two work-sample images. These are separate from private verification documents and appear on the public provider profile.
What happens after the provider free trial?
The free trial lasts 30 days from provider registration. After that, provider marketplace access can be renewed for KSh 50.00 for 30 days, based on the current platform settings.
What happens if provider access expires?
The account remains usable as a customer, but provider discovery and provider job actions are paused until access is renewed.
How do I reset my password?
Use Forgot password on the login page. A valid reset link expires after a limited time and can only be used once.
How are M-Pesa payments confirmed?
MtaaniPro waits for payment confirmation and records payment status and receipt information for reconciliation. Never share your M-Pesa PIN with a provider, support agent or the AI assistant.
Can the AI assistant see my private documents or password?
No. The support chat is designed for general guidance and does not automatically receive your private verification documents, password or M-Pesa PIN. Do not type sensitive credentials into the chat.
What if the AI assistant cannot solve my issue?
Choose “Talk to a human” in the chat window or use the support form.
Still need help?
Send the MtaaniPro team the details of your issue. For payment questions, include the M-Pesa receipt/reference but never your PIN.