Use this page when you need help with account access, payments, transfers, cards, shops, paylinks, or the Merchant API.
Have these details ready:
- The email address on your Sarafa account.
- The transaction reference, payment link, shop order, or API request reference.
- The amount, currency, and date of the action.
- A short description of what you expected and what happened.
Do not send passwords, full card details, or secret API keys.
Common issues
I cannot sign in
Use the reset password flow from the sign-in page. If your email or phone number changed, contact support from the email address attached to your account.
A transaction is pending
Some payments and transfers need extra processing time. Open Transactions, find the reference, and check the current status before retrying.
I sent money to the wrong recipient
Contact support immediately with the transaction reference. Transfers may not be reversible after they are completed.
My API request failed
Check that your request includes x-api-key, the correct environment, a unique reference, and the required request body fields. Last modified on July 7, 2026
