Support Center
Questions about a ticket, a payment, or an event?
Our team replies to every message.
Can't find your ticket, QR code won't scan, or your order looks wrong.
Email us → 02An event was cancelled or postponed, or you'd like to ask about a refund.
Email us → 03Card declined, M-Pesa payment stuck, or you were charged twice.
Email us → 04Trouble logging in, updating your details, or deleting your account.
Email us → 05Lineup, venue, or time changed and you want to know what it means for you.
Email us → 06Payout questions, event management, KYC verification, or analytics help.
Email us →How does Escrow protection work?
Your payment is held securely until the event takes place. If the organiser cancels, you're entitled to a full refund automatically — no need to ask.
What if the event is cancelled or postponed?
If an organiser cancels, you're refunded in full automatically. If it's postponed, you can keep your ticket for the new date or request a refund before the deadline we communicate.
I didn't receive my ticket after paying. What now?
Check "My Tickets" in the app — it's usually there within a minute of payment. If it's been longer, email us at contact@twendetuu.app with your order details and we'll sort it out.
What payment methods do you accept?
M-Pesa in Kenya, and Visa or Mastercard in France, along with any other method shown in the app at checkout.
Can I transfer my ticket to someone else?
Tickets are personal and non-transferable. This keeps entry safe and fraud-free for everyone. Transfers are not currently supported.
When do organizers receive their payouts?
Payouts are processed automatically after the event ends. Funds are sent to your registered M-Pesa or bank account within 3–5 business days.
What is KYC verification?
KYC (Know Your Customer) is required for organizers before receiving payouts. Go to Profile › KYC Verification and upload your ID and a selfie.
How long does it take to hear back?
Every message is acknowledged within 24 hours. Most requests are fully resolved well before that.
Still need help?
Open the TwendeTuu app and use TwendeBot — our AI assistant — to describe your issue. We'll get back to you fast.