For nearly a month, many users of Payless Africa have found themselves unable to access their own money, creating a wave of concern among individuals who depend on the platform for everyday transactions.
What started as a few complaints has now become a widespread issue, as customers continue to report that their funds remain stuck in their digital wallets with no clear explanation from the company.
Users say they can still send money into the app, but once the money reflects in their balances, it becomes impossible to withdraw or use for payments.
Several customers explain that the problem first appeared as occasional withdrawal errors but later grew into a consistent failure that affects all types of transactions. They say the platform repeatedly shows messages suggesting an M-Pesa-related issue, yet the same M-Pesa channel accepts deposits without any delay.
This mismatch has left many wondering what the real cause of the disruption might be.
Efforts to reach Payless Africa for assistance have been described as slow and unhelpful. Many users report that the in-app support feature keeps them waiting for long periods before offering automated replies that do not provide any real solution. Even after raising tickets or sending follow-up messages, customers say there is no agent response that clarifies what is happening or when the problem will be fixed.
Attempts to contact the company through WhatsApp, social media, or alternative numbers have also failed to yield meaningful feedback.
Some users say they have received short messages from Payless Africa indicating that the company is transitioning to a new payment service provider. These messages suggest that services will resume once the transition is complete.
However, customers say the promised timelines have passed and the situation remains unchanged.
What has intensified the frustration is the absence of an official public announcement explaining the reason for the disruption, the expected recovery time, or how customer funds are being safeguarded.
This has especially affected users who relied on the platform for larger transactions. Before the disruption, the Bank-to-Payless feature allowed deposits of up to Ksh 250,000 per transaction and up to Ksh 500,000 in a single day.
People who used this option for business operations or personal financial planning now say they have no way of accessing their money.
Many explain that the uncertainty has left them unable to meet essential needs or fulfill financial obligations.
Customers continue to express their concerns openly, hoping that the company will eventually give a clear statement. They want to know whether their money is safe, why the problem has lasted this long, and when normal services will return.
One affected user shared a detailed account of the ongoing struggle. The user described several failed withdrawal attempts, repeated system errors, and ongoing worry about the silence from Payless Africa.
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