Contact & support

For public· 2 min read

The fastest way to reach Keybaki is right inside the app — message Keybaki Support and get a ticket number. Email works too.

We're a small team based in Nairobi. We answer every message and we don't outsource support.

The fastest way: message us in the app

If you're signed in, support is a conversation, not an email thread:

Open Messages (the chat icon in the top bar) and tap Keybaki Support — the row with the Official badge, right alongside your school conversations.
If it's your first message (or your last ticket was closed), a quick 3-step helper asks what kind of help you need — pick a category, answer a question or two, describe the problem. That gets you to the right person faster and captures your device details automatically.
You get a ticket number like KB-7A3F91C2 on the conversation. Quote it if you ever follow up by email.
Replies land back in the same conversation — and as a notification on your device if you have push turned on, even with the app closed.

When your issue is resolved, the team closes the ticket and you're notified. Need help again later? Just message Keybaki Support again — a fresh ticket opens automatically.

By email

General questions — hello@keybaki.com. Typical response: within 1 business day.
Account help when you can't sign in — same address. Include your account phone number so we can find you.
Data protection / privacy — dpo@keybaki.com. Our Data Protection Officer responds within 14 days as required by Kenya's DPA 2019.
Schools & partnerships — hello@keybaki.com with the subject line Schools:. We'll route you to the right person.

What to include in a support request

The in-app helper collects most of this for you. Writing free-form (or emailing), include:

What you were trying to do — one sentence.
What happened instead — one sentence.
What you saw on screen — a screenshot is gold.
Which device — phone make / browser (in-app tickets capture this automatically).
Your account phone or email — only so we can find your account, and only needed over email; in-app we already know who you are. We never share this.

Office hours

We're available Monday–Friday, 09:00–17:00 EAT. Out-of-hours messages get a reply the next business morning. For account-compromise emergencies — suspected stolen phone, leaked PIN — open the app, head to Settings → Security → Sign out everywhere, then message or email us. The button works even out-of-hours.

Status page

If something looks broken to multiple users, check status.keybaki.com first. We post incidents there as soon as we know about them.