A support ticket is a conversation with the Rentor team that both sides can see, with a reference number on it. Unlike an email, it does not get lost, and unlike a phone call, there is a record of what was said.

Raising one

Open the ? button on any dashboard page and choose Still stuck? Contact support — or go straight to Help & support in your dashboard sidebar (More → Help & support in the app).

You will be asked for four things:

1. What it is about. The category list is tailored to your role. Pick the closest one; an agent can move it if you pick wrong, and picking wrong does not cost you anything.
2. A subject. One line. If you arrived from a search, this is filled in with what you searched for.
3. What happened. The single most useful thing you can include is what you expected alongside what you saw. "The receipt shows KES 15,000 but I paid 18,000" is worth ten paragraphs.
4. Anything that shows it. Up to five screenshots or PDFs, 10 MB each. An M-Pesa confirmation message, the page that looks wrong, the letter you were sent.

Attachments are encrypted, kept only as long as the ticket needs them, and are visible only to you and the staff working your case.

What happens next

The moment you submit, you get a reference number like RTR-000123. Quote it if you ever call or message us about the same thing.

Your ticket then moves through a few states, and the one on screen always tells you whose turn it is:

You will be told by notification and email when anything changes. You do not need to keep the page open.

How long it takes

Response times depend on what the ticket is about, and are measured in working hours — Monday to Friday 8am–6pm and Saturday morning, East Africa Time. A ticket raised on Friday evening is not late on Saturday.

Anything about money that has moved, an account nobody can get into, or your personal data starts at High automatically. You do not have to ask for it.

While a ticket is Waiting for your reply, the clock stops. That is not a technicality — it means a ticket you have not answered is not counted against us, and it is why we will nudge you after three days rather than let it sit.

Replying, reopening and closing

• Replying to a ticket keeps it moving. Everything you wrote stays in one thread.
• If a ticket is Resolved and it turns out not to be, just reply — it reopens automatically. You do not need to raise a second ticket for the same problem, and please do not: a second ticket loses the history of the first.
• After 14 days with no reply, a Resolved ticket closes itself. You can always raise a fresh one.
• You can close a ticket yourself at any time if you sorted it out.

Rating the answer

When a ticket is resolved you will be asked to rate it out of five. It takes one tap, it is not published anywhere, and it goes to the person who handled your case and their manager. If something was handled badly, this is the fastest way to say so.

What to expect from us

• We will never ask for your password, M-Pesa PIN or an OTP. Not ever, by any channel.
• Replies come from a no-reply address. Replying to the email will not reach us — the email has a button that opens the ticket, and that is where to answer.
• An agent can see your account, your role, your plan and your payment history, because that is usually what the question is about. They cannot see your password, and everything they do look at is logged.

If you cannot sign in

You can still raise a ticket if your account is suspended or restricted — being locked out is exactly when you need to reach somebody, so support stays open to you.

If you cannot sign in at all, use the contact form, which needs no account. Tell us the phone number or email on the account, and staff can turn that message into a proper ticket.