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Frequently Asked Questions

Help & support

What is digiduka?

Any individual who has attained the minimum age of 18 years and has a valid government issued ID.

  • Load money to your digiduka wallet through any integrated payment service provider (PSP) e.g. M-Pesa or bank.
  • Send money from your digiduka wallet to any other user for free.
  • Withdraw money to any authorized mobile money wallet or bank account.
  • Top-up airtime for another customer’s active number on the following networks: Telkom, Airtel, Safaricom.
  • Pay utility bills for another customer’s active account on the following services: utilities, pay TV, internet, tickets.
  • Accept payments for goods and services using digiduka’s M-Pesa Till number.

Who is eligible to hold a digiduka account?

Any individual who has attained the minimum age of 18 years and has a valid government issued ID.

What documents are required during registration?

To perform particular transactions on digiduka, you will be required to present one of the following original identification documents:
1. National ID
2. Valid Passport
3. Alien ID

What is the digiduka sign-up process?

Account Activation Steps:
1. Download digiduka.
2. Enter your personal details.
3. Confirm the details and submit the details to be processed.
4. Enter the one-time-PIN (OTP) received from digiduka.
5. You will receive a welcome message to start using the service.

Can I have more than one digiduka account?

Yes.You can have a maximum of 10 digiduka accounts.

What do I do if I forget my PIN?

Send us a mail at hello@digiduka.co or Call digiduka customer care by dialling +254 20 7857372 or +254 779 334518 . The customer care agent will take you through security questions to confirm your identity. Upon positive confirmation of your identity, customer care will send you a new PIN.

Payment & incidents

Do I need to pay any service charges to sign-up for digiduka?

No, it’s FREE to sign-up for digiduka. You will only be charged for transaction fees only.

How do I withdraw my money from my digiduka wallet?

You can withdraw money to your registered payment service provider (PSP) wallet e.g. M-Pesa for a fee. Follow the steps below:
1. Open your digiduka wallet and navigate to the ‘Withdraw to M-Pesa’ option.
2. Confirm your M-Pesa registered MSISDN or mobile number that is attached to your digiduka wallet.
3. Enter amount to send and confirm (the applicable transaction charges are displayed in-flight.
4. You will receive a message from digiduka and a notification from M-Pesa confirming receipt of money from your digiduka wallet.

Am I required to maintain a minimum balance for my digiduka Account?

No, you do not have to maintain any minimum balance.

What happens if I fail to get an SMS after transacting on digiduka?

This scenario could be due to the following reasons:

  • Your SMS inbox may be full
  • Check to see if you blocked SMS’s from digiduka
  • The digiduka platform could be having some delays
  • You received a push notification.

Can I send money to unregistered customers or customers of other networks using digiduka?

Yes, you can send money to subscribers of other networks or unregistered customers for a fee. Follow the steps below:
1. Open your digiduka wallet and navigate to the ‘Send to Other Network’ option.
2. You will need to specify which payment service provider (PSP) the recipient is using e.g. Pesalink, M-Pesa or Airtel Money.
3. Enter the recipients MSISDN or mobile number that is registered with their respective PSP.
4. Enter amount to send and confirm ok (the applicable transaction charges are displayed in-flight).
5. The recipient will receive a message from digiduka and a notification from their PSP confirming receipt of money from the digiduka wallet.

What do I do if I send money erroneously to a wrong number?

Digiduka offers you the convenience of confirming payment recipient details before sending money. Before you input your PIN to send money, digiduka will prompt you to confirm the payment recipient details.
However, in the event you send money to the wrong number you need to take the following steps immediately:

  • Call the digiduka customer care by dialling +254 20 7857372 or +254 779 334518.
  • You can also send us a mail at hello@digiduka.co
  • Our customer care agents will verify and log in your claim.
  • The reversal will take a maximum of 1 working day.

Hardware

How can I get a printer?

Can I use any printer?

Other questions

What channels can i use to access digiduka?

These are the channels to access the digiduka menu:

  • Android app
  • USSD (coming soon)
  • KaiOS app (coming soon)

Can I buy airtime for a prepaid account of any other network in Kenya?

Yes, you can buy airtime for a Safaricom, Airtel or Telkom Kenya mobile number.

What are the roles for a digiduka Agent?

A digiduka Agent is a person or business that has officially been appointed by Duka Technologies to help with the following:

  • Educate customers about the digiduka service and compliance.
  • Facilitate bill payments for digiduka your customers.
  • Process cash withdrawals for both digiduka registered and non-registered customers.
  • Sell airtime, vouchers, tokens and tickets.
  • Act as the first point of contact for digiduka customers.
  • Accept digital payments for goods and services sold.