Get help and stay safe

Last updated 12 August 2026

Before you pay or visit

• Never pay a deposit before viewing the home and confirming who controls it.
• Check the rent, deposit, utilities, and any agent fee in writing.
• Do not share OTPs, M-Pesa PINs, passwords, or identity-document copies in messages.
• Meet during daylight where possible and tell someone where you are going.

Payments

An STK prompt should show the expected amount and recipient context. Cancel an unexpected prompt. Contact access is released only after NyumbaPap receives a verified M-Pesa callback. If your phone shows a charge but the application remains pending, keep the M-Pesa receipt and do not pay twice.

Report a listing

Signed-in home seekers can report fraud, safety concerns, misleading details, duplicates, or properties that are no longer available from the listing workflow. Reports are reviewed; confirmed issues may result in immediate takedown.

Landlord availability confirmations

For each active unit type, NyumbaPap emails the landlord every 21 days to ask whether it is still available. The response window is 10 days, with one reminder after 5 days. A “No” response—or no response by the deadline—removes one from the available-unit count. If it is the last available unit, the listing is unlisted. Every automatic change is recorded in the landlord dashboard and can be raised with support or corrected by relisting.

Account or privacy help

Use your signed-in dashboard support flow for account access, payment reconciliation, privacy requests, or complaints. Production launch must publish monitored emergency escalation and Data Protection Officer contact details here.

Emergencies

NyumbaPap is not an emergency service. If someone is in immediate danger, contact the appropriate local emergency or law-enforcement service.