What to Expect When You Contact Us
Our support is deliberately small — one analyst and a small support team handling WhatsApp, email, and SMS. There's no call centre, no ticketing system, and no scripted responses. When you message us, you're talking to a real person who can actually help.
How to get the fastest response
WhatsApp is the fastest channel — usually under 2 hours during support hours. To help us respond quickly, please include:
- Your M-Pesa transaction code (if your question is about a payment). The code starts with a letter and is 10 characters long, e.g. "SLK4XYZ12A".
- Your phone number — the one you used for the payment.
- The time of your payment — approximate is fine, e.g. "around 3 PM".
- A screenshot if your issue is visual (e.g. an error message).
What we can help with
- Payment issues. M-Pesa failed, wrong amount, or confirmation problems.
- Missing slip. Payment went through but no SMS arrived within 10 minutes.
- Duplicate charges. You paid twice for the same slip.
- Refund requests. For service failures or billing errors.
- General questions. About our methodology, coverage, or the site.
- Feedback. Anything you want to tell us about the service.
What we can't help with
- Predicting specific future outcomes. We can explain our reasoning, but we can't guarantee results.
- Analysing matches outside the SportPesa jackpots. We only cover the Mega (17 games) and BBC Midweek (13 games).
- Managing your betting account. We're independent — we don't have access to your SportPesa account.
- Refunding based on prediction outcomes. You pay for the analysis, not the result. See Terms of Service.
Response time expectations
We aim for under 2 hours on WhatsApp during support hours (8 AM – 10 PM EAT). Response times can be longer:
- During peak hours — right before major jackpot kickoffs, when volume spikes.
- Outside support hours — messages received after 10 PM are answered the next morning.
- For complex issues — if your case needs investigation, we may take longer to reply with a full resolution.
What we don't do
To be clear about what's outside our support scope:
- We don't chase predictions. If a slip performs badly, we don't offer re-does or "next week free" promises. Every slip is KSh 99.
- We don't guarantee outcomes. If you're looking for a support channel that promises wins, we're not that.
- We don't handle abusive contacts. If a message is threatening or abusive, we'll stop responding and may block the number.
Still not sure?
If your question isn't covered here, just message us. We'd rather answer a question than have you stay uncertain. WhatsApp +254 718 981 122 — usually under 2 hours during support hours.