Frequently asked questions

Open the WYHOP app or passenger site, search by origin, destination, and travel date, then pick a SACCO trip.

1. Open the seat map and select an available seat.
2. Enter passenger details (name + phone as shown on your ID).
3. Pay with M-Pesa STK Push, card (Paystack), or wallet where enabled.
4. Keep the SMS/email confirmation — that is your digital ticket.

Arrive at the boarding point at least 30 minutes before departure with your ticket and ID.

WYHOP uses phone-based one-time passwords for passengers.

1. Enter your Kenyan mobile number.
2. Request OTP and wait for the SMS.
3. Enter the code before it expires.

If SMS is delayed, wait ~60 seconds before resending. Still stuck? Confirm the number format and contact support@wyhop.com. Never share OTP codes with anyone claiming to be support.

Email partners@wyhop.com with your SACCO name, NTSA/route profile, and a primary ops contact.

We then:

1. Create a tenant workspace and invite admins.
2. Complete KYC / compliance checks.
3. Configure fleet, fares, M-Pesa/Paystack credentials, and subscription plan.
4. Run a sandbox booking dry-run before go-live.

Typical onboarding is 5–10 business days once documents are complete.

Refund eligibility follows the SACCO’s cancellation policy for that trip.

• M-Pesa: usually 1–5 business days after approval (Safaricom settlement cycles).
• Card (Paystack): typically 3–10 business days depending on your bank.
• Wallet: often same day once ops approve.

You will see status under My Trips → booking → payments. Disputes: support@wyhop.com with booking ref + payment proof.

Report at the SACCO boarding or arrival desk immediately — they control luggage holds.

Have ready:

• Booking reference and travel date
• Bag description / tag number
• Your ID and contact phone

Platform support can help escalate after you file with the SACCO: support@wyhop.com or +254 711 000 111 (Mon–Sat 08:00–18:00 EAT). For safety incidents in transit, contact SACCO ops and emergency services first.

Most trips accept:

• M-Pesa via Safaricom Daraja STK Push
• Cards (Visa/Mastercard) via Paystack
• Passenger wallet balance where the SACCO enables it
• Airtel Money on selected tenants

Available methods appear at checkout for that SACCO and route. Platform and SACCO settlement fees may apply and are shown before you confirm.

Yes — if the SACCO allows it for that trip.

Go to My Trips → open the booking → choose Cancel or Reschedule.

• Cut-off times and fees are set by the operating SACCO, not a single platform rule.
• Some promotional or near-departure tickets are non-refundable.
• If the buttons are disabled, the window has closed or the trip has departed.

Need a manual review? Email support@wyhop.com with your booking reference before departure.

After you confirm booking:

1. Enter the Safaricom number that will pay (usually 07… / 2547…).
2. An STK Push prompt appears on that phone.
3. Enter your M-Pesa PIN to authorize.
4. Wait for the green confirmation — the seat is then confirmed.

Do not close the app until status updates. If the prompt never arrives, check network, try again, or use another method. Hours for payment help: Mon–Sat 08:00–18:00 EAT, +254 711 000 111.

Some SACCOs let you keep a prepaid balance for faster checkout.

• Top up with M-Pesa where wallet top-up is enabled.
• Use wallet balance at checkout when offered.
• Wallet refunds (if allowed) return to wallet or original method per SACCO rules.

Wallet is per passenger account, not transferable between people. For ledger issues, include your phone and approximate top-up time when you write support.

Fare classes are configured by each SACCO. Where available, you will see options such as Child, Student, or Elderly on the passenger details step.

You may be asked to show supporting ID at boarding. Misuse can lead to fare adjustment or denied boarding. If a fare type is missing for your route, that SACCO has not enabled it.

Email support@wyhop.com from the phone/email on the account with subject Account deletion request.

We will:

1. Confirm identity via OTP or registered phone.
2. Cancel or complete open bookings per policy.
3. Delete or anonymize personal data per our Privacy Policy (legal retention may apply to payments/audit logs).

Active fraud or settlement cases may delay deletion until resolved.

This usually means the STK succeeded but the booking confirmation lagged, or the seat hold expired.

1. Check My Trips and your SMS for a booking reference.
2. Keep the M-Pesa SMS (Confirmed. Ksh…) — note the transaction code.
3. Email support@wyhop.com with phone, amount, time (EAT), and M-Pesa code.

We reconcile with Daraja callbacks. Successful unmatched payments are ticketed or refunded after review (typically within 1–3 business days).

Open My Trips → select the booking → Receipt / Download. Confirmation SMS also includes the reference.

For company reimbursement, request a PDF receipt from the booking detail. SACCO operators can export settlement invoices from the SACCO portal under Finance / Settlements.

Missing receipt after a successful pay? Email support@wyhop.com with the M-Pesa or card reference.

Trip operations belong to the SACCO. Check in-app trip status and any push/SMS updates first.

• Ask the SACCO desk for the revised departure or alternative vehicle.
• If you must leave, ask about reschedule or refund under their delay policy.
• Keep photos of boarding notices and your ticket if you escalate.

Platform mediation: support@wyhop.com with booking ref, route, and scheduled vs actual departure time (EAT).