FAQ

MASOKO FAQ

What is Masoko?

Masoko is an online marketplace that gives you a wide variety of phones and accessories which can be shopped from the comfort of your house, office or even on transit. Items bought are delivered at your doorstep or picked up at any designated pick up point countrywide.

How do I register on Masoko?

To register as a user, please visit www.masoko.com (Use Google Chrome and Mozilla Firefox browsers for the best experience)
Click on “Register” on the top right corner of Masoko website.
Provide your phone number (email is optional), create a password and confirm, an OTP will be sent to you via text for account registration confirmation.
Create a strong password (mix up letters, numbers and special characters).
You can also log into Masoko using other Social media platforms i.e. Twitter, Facebook and Google.

Do I have to create a new account if I already have an existing account?

No, you don’t. You can however edit your account information such as your ‘Shipping’ and ‘Billing’ addresses, update your email address and password by following the steps below:

Log in to your account
Click ‘My Account’ and then select ‘Account Information’

What do I do in case I have forgotten my password?

Please visit the login page and click on the link next to ‘Forgot your password?’; enter the details of the phone number that you used when you first registered your account.

We will send you an SMS with an OTP which you will enter on the field provided. Once entered you will be provided with a field to create a new password enter the new password and confirm your new password then log in.

If you are still unsuccessful in resetting your password, you may contact the Masoko Customer Support Team through email on masokohelp@safaricom.co.ke, Twitter, Facebook or chat.

Can I change my account information?

Yes, you can edit your shipping, billing, phone number and email addresses. Simply log in to your account, click ‘My Account’ and then select ‘Account Information’.

When can I place my order?

You can place your order at any time. Deliveries however will be done as per the timelines noted on the check-out page.

How do I place an order on Masoko?

Once you log on to www.masoko.com, you can search for items by;

Searching for the products by keying the product on the ‘Search’ bar.
Browsing the ‘Category menu’
Contacting Masoko Support Agents through the chat and request for the product(s) if you have a challenge in navigation.
Once you find the item (select color if it applies) click the “Add to Cart” button. After adding the item to the cart, a popup on the right side will appear, giving you the options to either continue shopping or to check out. You can also click on ‘My Cart’ to check out.
If you have an account and have not logged on, you will be prompted to ‘Sign In’ to your account or if you do not have an account, you will be required to ‘Register’ and create a new account if this is your first order.
Enter a ‘Shipping Address, choose a shipping method, and enter your payment information.
Review your order details. Be sure you've applied any Gift Cards or promotional codes you would like to use on your order if you have any.
Click ‘Place your order’.
Once payment has gone through you will then receive an email with the order details, and a text that the order has been confirmed.

What options do I have to make a Payment?

Our current modes of payment are M-PESA, Card payments and Bonga points payment.

How secure is our payment platform?

We take with utmost caution to satisfy our customers trust in their information and money. Our payment service provider is PCI DSS level 1 compliant, and our payment pages use Extended Validation SSL with 256-bit encryption.

How soon from the time of ordering will my item be delivered?

Your package will be available within 24 hours after placing your order. Orders made after 3.00PM will be delivered the next day. The transit time-period is calculated strictly using business days, which excludes Sunday and Public holidays (Visit Shipping and Delivery Policy for more details).

Can I choose to collect the items ordered instead?

Yes, this can be done at our selected pick up stations as shown on site. This will be available as a delivery option on check out. A customer may pick up at any designated pick up point countrywide.

What forms of identification do I need to collect the items?

You can present your National ID.

Can I send someone to collect the items on my behalf?

Yes, you can. Please ensure that you notify us on email or chat with the name and ID of the person collecting so that we can facilitate this. The person also needs to confirm the integrity of the delivery and confirm whether the condition of the products is good.

Can I cancel my delivery after I place the order?

We allow for cancellation of the order at any point before it is shipped. Once it is shipped, you can reject it (without opening the package) once delivered, to go back with the rider. Please note that the refund will be exclusive of shipping fees.

What happens if a product I ordered is out of stock?

Being a market place, sometimes, our sellers sell out very quickly on their stock. We put in our best effort to ensure that this does not happen. We commit to notifying you as soon as it happens and offer store credits or refunds in case there are no alternatives.

If I’m not at home can the delivery be left with a neighbor or with the security office/guard?

Yes, you can. Please ensure that you notify us on email or chat with the name and ID of the person collecting. Please advise the designated person to review the condition of the products order. Kindly review the terms and conditions of returns to get further information.

Can I do a Pre-order?

Yes, we do. The product will be tagged on the website. Look out for all our amazing deals and offers.

Can I pay on delivery?

We currently don’t offer this mode of payment. We will update you once it is available.

Can I pay using my Bonga Points?

Yes, you can. The rate of exchange to Kenyan Shillings will reflect at checkout.

Flash Sales Terms & Conditions

1. A flash sale is a short-term discount or promotion on products which lasts for a very limited period.

2. Products on Flash Sales are heavily discounted and run out of stock very quickly.

3.The number of products is of a limited quantity.

4.Flash sales go live at a specified time.

5.As selected products are popular and of limited quantity, you can expect them to sell out very quickly.

6.Flash sales typically sell out in seconds.

7.Bear in mind that tens of thousands of people are on the same page trying to buy the same product.

8.Make sure to check out as soon as you put the item in your cart.

9.When an item on Flash Sale runs out of stock, it wouldn't be sold again at the flash sale discounted price.

10.Masoko reserves the right to cancel orders it deems as fraudulent.

Flash Sales Eligibility Criteria

1.Flash sales are limited to one item per customer.

2. A customer can not participate again in the same flash sale competiton after winning.

2.You need to be super quick with your laptop/phone and on a fast and stable internet connection to buy a flash sale.

3.Finding an item and adding it to your cart is no guaranty that you will be able to checkout with it before others.

4.All Safaricom staff, family of staff, partners and agents are not eligible.

ETR requests

ETRs will be available to customers on request.

ETR should be requested within 7 days of order placement.

Timeline is 14 days after request has been made.

What is the cost of delivery?

Our delivery services are based on three key factors; service type, weight, and destination. The cost will however be displayed when placing the order.

Do we offer after sale services for items purchased on Masoko?

Items purchased through Masoko will come with a warranty cover (terms and conditions apply). In case you will need assistance and the item is within warranty you can contact Masoko team via chat for further assistance

What is Masoko’s Return and Refund policy?

Please find all the details on the return and refunds policies here. You can contact us on our various channels listed in the segment below should you need any clarification.

How can I contact Masoko in case I have any issues?

You can contact us on;

Chat Widget: By logging on to the website and clicking on the chat icon
Email: masokohelp@safaricom.co.ke
Twitter: @MasokoKe
Facebook: Masoko Africa
Can I get a weekly/ monthly subscription and auto delivery for specific products?

At the moment this is not possible. You can however use the re-order option in your account by following the steps below:

Log in to your account
Click ‘My Account’ and then select ‘My Orders’
Look for the order you’d like to replicate
On the right-hand side, select the option ‘Reorder’

Vendor Service/repair Centers

BRAND	SERVICE CENTER NAME	PHYSICAL ADDRESS
NEON RAY PRO, NEON RAY 2, NEON RAY, STORM, NOVA, PLUS, LITE, STONE, SPOT	Mifone technology limited, Hurlingham NAIROBI	Hurlingham Park, 2nd floor C5 -Argwings kodhek road


	Mifone technology limited- Luthuli street Nairobi	Nairobi Matt, 3rd floor. Office F1- Luthuli Avenue/Munyu Road Intersection

TECNO, INFINIX & ITEL	Carlcare-Nairobi	Carlcare service center Prabhaki , beside Dawanol. Baba dogo.
SIMI Mobile Tablets	iPhix Gtech- Nairobi	Sagret Hotel Building,Ground Floor,Along River Rd
NOKIA and TCL Tablets	Fonexpress Service Centre- Nairobi	4^th Floor, Amee Arcade, Westlands, Nairobi, Kenya
Vivo	Vivo service center- Nairobi	Cardinal Otunga Annex, 3rd floor along kaunda street-Nairobi
SAMSUNG	Galaxy Mobile Accessories Limited - Nairobi	Westminster house, Ground Floor- Kenyatta Avenue, Nairobi
LENOVO	TeleBell Ltd	2nd Floor NHC BULIDING-AGA KHAN WALK Nairobi Kenya
OPPO and REALME	Oppo service centre	emperor plaza, koinage street, CBD, Nairobi
APPLE	Ensure Technical Services Kenya Ltd	School Lane Road, Near Sun Africa Hotel , West Lands, Nairobi, Kenya


WIKO MOBILE & TESLA	Bluelinx Kenya- NAIROBI	Skymall Building, 3rd Floor, Luthuli Avenue at the Shop branded Samsung customer care centre.
BIG BOX	Aqua Tronics Ltd	Scalater house- Parkland Road-Nairobi
Acefit Smart watches	Sidai	Old Mutual Building , kimathi street, 1st floor. 0723921446
Anker	Elite Computers	3D Peponi Plaza, Peponi Road.
JBL, Skross powerbanks, Hama	Anisuma	Anisuma Service Center, B21, Kenafric Business Park, Baba Dogo.

FAQs - Self Service 4G/5G Router Activation

Here are some simple hacks to make your 4G/5G Wi-Fi router activation seamless.

1. What is 4G/5G Self Service Router Activation?
4G/5G self service router activation is a three-step process to enjoy Safaricom Home Wi-Fi
service on 4G or 5G router. To enjoy the service, you will be required to
i. Buy 4G/5G router and set it up.
ii. Register SIM card and activate account.
iii. Purchase bundles/package to enjoy Wi-Fi service.
There are two journeys that support router activation-:

o DIY(Do-It-Yourself)
o MySafaricom Partner App

2. Where can I purchase a router?
You can visit any Safaricom retail shop, authorised Safaricom dealer, Masoko.com or select
retailers to purchase a router.

3. How much does it cost?
The 4G and 5G routers available subject to stock availability are:

4. How do I activate my account?
▪ Once you buy the router, the SIM card will be attached on the side of the router
box.
▪ Detach the SIM pouch and Scan the QR code on the back of the pouch.
▪ Follow the instructions to register the new line.
▪ You will receive a One Time Password (OTP) on your Safaricom number. Enter the
OTP and accept terms and conditions to proceed with account activation. You
can resend the OTP three times if the time expires before you input it. After
three tries, you will need to wait for 10 minutes before you try again.
▪ Once account is activated, you will receive a notification on your mobile number
that activation is successful.

5. How to scan QR code
i. Open your camera app: Most modern smartphones have built-in QR code scanners.
Simply open your camera app.
ii. Point your camera at the QR code: Make sure the QR code is clearly visible and
centred in the camera's viewfinder.
iii. Wait for the scanner to recognize the code: Your phone's camera app should
automatically detect the QR code and display a notification or prompt.
Description Model Number Cost Ksh
4G Router Huawei LTE Indoor CPE B320-923 2,999
5G Router Huawei H155-382 Indoor 5G CPE 10,999
5G Router Nokia Gateway 2 5G19-01W-A 11,999
iv. Tap the notification or prompt: This will usually open the link or content associated
with the QR code.
v. If your phone doesn't have a built-in QR code scanner, you can download a dedicated
QR code reader app from your app store.

6. Can I scan QR code on behalf of a customer?
Yes, you can scan QR code on behalf of a customer. Just input the correct customer details on
the ‘complete connection’ screen user validation. The OTP will be sent to the customer’s
primary line. Input the OTP to complete router activation.

7. How long does the activation process take?
The activation process typically takes just a few minutes. Just follow the prompts on the
guided process and the activation should complete. Should this not happen please contact us
for assistance at the nearest Safaricom Retail Outlet or Safaricom Dealer shop or call 100,
200 or 400.

8. What if I encounter an error during line registration and account activation through the DIY
Journey?
If you encounter an error, make a note of the error message and restart the activation
process. If the problem continues, consult the troubleshooting section in the user manual or
visit the nearest Safaricom or Safaricom Dealer shop or contact us on 100, 200 or 400 for
assistance.

9. How do I set up my router?
To activate your router, you will need to disable the SIM card pin on a different phone using
the instructions below.
i. Remove the SIM from the pouch and insert into a phone.
ii. Access settings: Open your phone's settings app
iii. Find security lock or lock screen: Look for a section named "Security," "Lock
Screen," or something similar.
iv. Locate SIM card options: Within the security settings, you should find
options related to SIM cards.
v. Disable SIM card lock: Look for a setting called "SIM card lock," "SIM PIN," or
something similar. Toggle this setting to "Off" or disable it.
vi. Enter PIN (if required): You might need to enter your current SIM card PIN to
confirm the change.
Once done insert the SIM card into the designated slot on your router.
i. Locate the SIM card slot on your router. It's usually on the side or bottom.
ii. Carefully insert your SIM card into the slot, ensuring it's properly aligned.
Connect the router to a power source and follow the user manual provided in the box.
i. Plug the power adapter into the router and then into a power outlet.
ii. The router's power light should illuminate.
Connect to the Wi-Fi using the username and password provided at the bottom of your
router. Once you’re connected to the router’s Wi-Fi network, you can enjoy the service.

10. What if my SIM card is not recognised?
If your SIM card isn’t recognized, try removing and reinserting it. Ensure it’s properly seated
in the slot. If the issue persists, contact customer support on 400.

11. What if I can’t connect to the Wi-Fi network after activation?
Check if you have disabled the SIM card PIN, ensure your device is connected to the correct
Wi-Fi network and that you’ve entered the correct password. If you still can’t connect, restart
the router and your device, and try again. If issues persist, contact us on 400.

12. Can I activate my router without an internet connection?
Yes, the activation process can typically be completed without an existing internet
connection, as the router uses the SIM card to connect to the network. Follow the prompts
as guided once you successfully scan the QR code.

13. Can I use any SIM card with my router?
This router is designed to work with specific SIM cards from our network. Using a different
provider's SIM card will not work.

14. Does the router come with any free resources?
Yes, you will receive free 30GB upon successful account activation for your 4G router.

15. What are the available packages?
Purchase 4G Wi-Fi bundles on mySafaricom app or dial *400*3# and select Buy plan
Price Ksh Bundle volume Validity
499 7.5GB 7 Days
999 25GB 30 Days
1,999 60GB 30 Days
2,999 140GB 30 Days
4,100 180GB 30 Days
6,299 250GB 30 Days
12,499 500GB 30 Days
Purchase 5G Wi-Fi bundles on mySafaricom app or dial *400*4# and select Buy plan
Price Ksh Bundle volume Validity
3499 400GB 30 days
5999 25GB 30 Days
9999 1500GB 30 Days

16. Can I use my 4G/5G bundles anywhere?
4G Wi-Fi bundles will only be usable in places where there is good 4G coverage and will work
only on the 4G Router.
5G Wi-Fi bundles will only be usable in places where there is good 5G/4G coverage and will
work only on the 5G Router.

17. What is my account number?
Your account number is the mobile number of the SIM in the router. The mobile number will
be printed on the back of the SIM pouch.

18. How do I check if my account is active?
For 4G router:
Simply dial *400*3# and select Check Account Status
For 5G router:
Simply dial *400*4*2 and select Check Account Status

19. How do I renew my 4G Wi-Fi Bundle?
To renew the 4G Wi-Fi Internet package, you can Visit MySafaricom App and select 4G Wi-Fi
or follow the instructions below:
Dial *400# and select "4G Wi-Fi"
Select "Buy 4G Plans"
Select the "Account number"
Select 4G plan to renew
Select your preferred mode of payment i.e. M-PESA or Postpay/Credit Limit
If you select M-PESA, you will be prompted to enter your 4-digit M-PESA PIN.
Upon successful purchase, you will receive a flash notification of successful payment and a
confirmation SMS will be sent to your Mobile number.
Alternatively, you can load airtime directly to the SIM number, Dial *141* recharge
code*Router SIM card number#
You can buy a new 4G Wi-Fi bundle once you exhaust your current allocation.

20. How do I renew my 5G Wi-Fi Bundle?
To renew the 4G Wi-Fi Internet package, you can Visit MySafaricom App and select 4G Wi-Fi
or follow the instructions below:
Dial *400# and select "5G Wi-Fi"
Select "Buy 5G Plans"
Select the "Account number"
Select 5G plan to renew
Select your preferred mode of payment i.e. M-PESA or Postpay/Credit Limit
If you select M-PESA, you will be prompted to enter your 4-digit M-PESA PIN.
Upon successful purchase, you will receive a flash notification of successful payment and a
confirmation SMS will be sent to your Mobile number
Alternatively, you can load airtime directly to the SIM number, Dial *141* recharge
code*Router SIM card number#
You can buy a new 5G Wi-Fi bundle once you exhaust your current allocation.

21. Can I use the SIM card in the router on my phone?
No, the router SIM will only work on your designated router.

22. Does the 4G/5G Home Wi-Fi require a password?
Yes, username and password (WI-FI KEY) is printed on the back/bottom of the Router.

23. How to I change my username and password?
To change password:
• Make sure your machine is connected to the 4G/5G Router Wi-Fi
• Log into this portal on your web browser, type 192.168.8.1
• Enter User: admin or username indicated on the router
• Enter password: admin or password indicated on the router
• Input your preferred Username
• Input your preferred password
• Login to your devices with the new Wi-Fi Username and password

24. How do I reset my router?
Locate the reset button on the router (usually a small pinhole) and press it for about 10
seconds using a paperclip or similar object. This will reset the router to factory settings. After
resetting, try the activation process again.

25. Will I lose my settings if I reset my router?
Yes, resetting the router will erase all customized settings, including Wi-Fi names and
passwords. You will need to reconfigure the router after the reset.

26. What should I do if I lose my SIM card?
If you lose your SIM card, contact customer support immediately to report it. They will help
you deactivate the lost SIM. You can then get a replacement of the SIM card at the nearest
Safaricom or Safaricom Dealer Shop.

27. In case I need more information or assistance, which channels can I use?
For assistance, please call 400 from the number that you used to pay for the service.
Alternatively, you can send an email to safaricomhome@safaricom.co.ke.
You can also reach us on social media:
1. Twitter: @Safaricom_Care
2. Facebook: Safaricom PLC