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How to Contact Customer Support

Contacting the Karakana Team (Support)​

If you have any question or challenge, you can submit a support request (ticket) and start a direct conversation (live chat) with our team.

Step 1: Opening the Support Page​

  1. Click the Account (Akaunti) button located at the bottom right of the app.
    Account page showing the Help (Msaada) link
  2. Scroll down to the Help (Customer Service) (Msaada (Huduma kwa wateja)) section and click it.

Step 2: Creating a New Ticket​

  1. On the Support Tickets (Tiketi za Msaada) page, click the floating + Unda tiketi (Create ticket) button.
    Support Tickets list page with floating Create Ticket button
  2. This will open the Create New Ticket (Unda Tiketi Mpya) dialog.
    Create New Ticket modal showing the form fields
    Dropdown showing problem categories

Step 3: Filling the Ticket Form​

On the form, fill in the details of your problem:

  1. Type of Problem (Aina ya Tatizo): Tap the Chagua aina ya tatizo (Choose type of problem) section and select the category related to your challenge (E.g.: Akaunti yangu (My Account), Kozi (Courses), Miamala na malipo (Transactions and Payments), etc.).
  2. Ticket Subject (Mada ya Tiketi): Write a short, clear title about your problem (E.g.: Confirming payment, Changing password, etc.).
  3. Click the button: Tuma Tiketi (Submit Ticket)

Step 4: Initiating the Conversation (Chat)​

Immediately after submitting the ticket, you will be directed to the conversation page:

  1. Your ticket will now serve as a communication channel with the Karakana team.
    Active chat thread for a submitted ticket
  2. Write your message in the Andika ujumbe... (Write message...) field and press the send button.
  3. Our team will respond in the same conversation thread to assist you.