Support

I can’t log in to my account.

Make sure you’re using the phone number or email address you registered with. If you signed up with Google, use the ‘Continue with Google’ option instead of email and password. If you’re still stuck, email us and we’ll help you recover access.

I placed an order but the seller isn’t responding.

Check the order status in your Orders tab. If the seller has not updated the order within a reasonable time, you can open a dispute from the order detail screen. Our team reviews all disputes and will follow up with both parties.

I paid but the seller says they didn’t receive payment.

Upload your payment proof image directly in the order by tapping ‘I’ve Transferred Payment’ and attaching a screenshot or photo of your transfer. The seller will be prompted to confirm. If there’s still a disagreement, open a dispute and our team will review the proof from both sides.

How do I report a seller or a listing?

On any product listing or shop page, tap the report icon. Provide a brief description of the issue and submit. Our moderation team reviews all reports and will take action where appropriate.

I want to delete my account.

Visit our account deletion page for step-by-step instructions.

How do returns and refunds work?

Ngwaahia does not process payments directly, so refunds are arranged between buyer and seller. If you cannot reach an agreement, open a dispute from the order screen. Our team will review the case and can escalate to a resolution.

I’m a seller and a buyer opened a false dispute.

You can raise your own dispute from the order detail screen in your Shop tab. Upload any evidence, including payment proof images or communication screenshots, and our team will review both sides before making a decision.