Frequently Asked Questions

Shika App is a mobile money lending app that enables you to get credit whenever you need it in less than 180 SECONDS! Once you register with us, you can request for a loan and it will be processed and sent straight to your M-PESA within a matter of seconds and can be repaid within a month.

Shika App was started in March 2016 and started Beta testing in October 2017.

You can send an email to care@shika-app.com or press the help button in your Shika-app and write to us directly.

Loans are available to individuals who live in Kenya and have a Kenyan Identification Card. They should also have an MPESA registered phone number.

A loan is approved or rejected based on the MPESA statement messages on your mobile device as well as the individual’s current credit listing status (rating and score) at the Credit Reference Bureau.

A minimum of 3 months MPESA statement messages on the user’s current mobile device is required.

The system makes a new assessment every time you request for a loan from Shika- app. It is important that you maintain a good credit history at all times.

Once you are registered with us follow the steps below to request for a loan:

1. Key in your phone number that was verified by the Shika followed by your PIN.
2. Once logged in select Request Loan.
3. Key in the loan amount you want as per your limit.
4. Key in your PIN number
5. Select confirm
6. You will receive an MPESA SMS with the amount requested for in less than 30 seconds.

You can only register or have an account on one device only.

Once you are a registered user you will receive a notification detailing your personal loan limit when you press the loan request button.

The current lowest loan amount limit issued by Shika once eligible is Kshs. 500.

 

 

When you press the loan request button a notification will appear showing you how much you qualify for or why you don’t currently qualify for a loan.

The facilitation fee is 15% of the amount borrowed. This fee caters for the MPESA transaction costs, handling costs, service charge as well as app maintenance. The fee is a flat rate and does not change.

The app will request you to confirm the loan request twice before it is processed. You can cancel at any of two stages you are asked to confirm the loan request.

This might be as a result of:

i) The Mpesa system being slow or is down. Once Mpesa services are back up, the amount borrowed will reflect in your account shortly. We will also notify you if there is an Mpesa breakdown.

ii) If your loan still has not reflected in your Mpesa account 30 minutes from the time you requested it, kindly contact the Shika customer care on: care@shika-app.com

iii) Your internet connection might have timed out when requesting for a loan. Kindly check that you are connected to the internet and retry.

A Shika loan is given for a period of 30 days.

Repayment is flexible within this period meaning you can pay the loan amount daily, weekly or at the end of the month.

Timely reminders will be sent to you as you get close to the repayment date just in case you forget.

Immediately contact the Shika-app customer care team at care@shika-app.com or through the HELP option in the app.

Click on the Repay Icon on the Shika App homepage to view your loan due date as well as you pending repayment amount.

Through the app:

i) Click on the Repay Icon on your Shika App Home page
ii) Click the COPY button which will copy the Shika Paybill and the app will prompt you to another screen. Click the REPAY button and it will redirect you to your SIM toolkit

 

Directly on MPESA:

iii)Go to Safaricom SIM Toolkit
iv) Select Lipa na M-pesa option
v) Select the Pay bill Option
vi) Enter the following Business number: 811655 or long press to paste it
vi) Enter the phone number you registered with as your account number
vii) Enter the amount owed
viii) Enter your M-pesa PIN
ix) Shortly after, you will receive a confirmation SMS stating that you have repaid your loan.

Contact customer care and attach the Mpesa message or a screenshot of the transaction through our email: care@shika-app.com or send us a message through the HELP option in the app.

We encourage early loan repayment as this can result in you attaining a higher loan limit faster.

Late payment will incur a roll over fee of 10% on top of the initial loan amount and facilitation fee due for repayment. Penalty charges start accruing the next day after your repayment due date, that is, on the 31st day from when your loan was issued.

If a loan is not repaid within 60 days from the day it was issued, the user will be listed at the Credit Reference Bureau therefore making the individual unable to access credit facilities from our platform or anywhere else.

This is a third part company that is contracted to recover funds that are past due or accounts that are in default on behalf of Shika App

We are unable to push repayments date. Our advice is that you try to make repayments as soon as possible to avoid penalties and also avoid the system from listing you as a defaulting client preventing you from future access to our services.

The Shika app is available for Android phones running KitKat (4.4) or higher.

Once an email address has been verified, it cannot be changed. This is so because of security purposes.

Exit the app, give it a few minutes and launch it again. If the app keeps crashing please contact us on care@shika-app.com or through the HELP option in the app

Contact our customer care team with a screenshot of the Mpesa transaction message on care@shika-app.com or through the HELP option in the app

As per now we do not have a deactivate option. However, we are currently developing a feature that will enable you to deactivate your account and delete account details. In the meantime we promise to uphold all customer protection laws and not distribute your data to any third party entity.

The app doesn’t verify a client’s number only if the number already exists in the system or there is a system error. In the case that there is a system error, give it a few minutes and try the process again. If it is still not verified kindly contact our customer care team for assistance on care@shika-app.com or through the HELP option in the app.

Email: care@shika-app.com

By messaging us through the HELP option in the app when you click on the PINK button

Inbox or Direct Message (DM) us your message through Facebook and Twitter respectively

For loan limit increase, the system continuously assesses your new credit limit every month depending on how many loans you’ve borrowed and how well you’ve repaid them.

This means that our loan account is low on money hence you as a client can’t be able to access any loans as we transfer funds to our loan account.

The app doesn’t verify a client’s number only if the number already exists in the system or there is a system error. In the case that there is a system error, give it a few minutes and try the process again. If it is still not verified kindly contact our customer care team for assistance on care@shika-app.com or through the HELP option in the app.

Once you enter the wrong one 3 times it will ask you if you have forgotten your password. Click Yes. It will request you to enter the email where the code will be sent (remember to use the one you put during registration). Then check your email account’s inbox, spam and junk mail folders for an email with the Temporary PIN and use it to log in and create a new password.

If you are already logged in and would like to change your PIN. Go to settings option in your Shika App and select change PIN.

Check that you are using the correct registered log in details and that you are connected to a stable internet network. If you still are unable to log in after checking the above, kindly send us the screenshot of the error message you are receiving to our customer care team for assistance on care@shika-app.com or through the HELP option in the app

Exit the app, give it a few minutes and launch it again. If the app keeps crashing please contact us on care@shika-app.com.

This might be as a result of:
i) The Mpesa system being slow or is down. Once MPESA services are back up, the amount borrowed will reflect in your account shortly. We will also notify you if there is an Mpesa breakdown
ii) If your loan still has not reflected in your Mpesa account 30 minutes from the time you requested it, kindly contact the Shika customer care on: care@shika-app.com
iii) Your internet connection might have timed out when requesting for a loan. Kindly check that you are connected to the internet and retry.

Kindly contact the Shika customer care on: Email: care@shika-app.com so that we can rectify the situation.

You can only change an email address that has not been verified with the following process;

Click on loan request icon and a pop message will appear asking you to verify your email address to proceed, then click on the field with the email address and change it but if the message on the screen states that that you enter the verification code yet you want to change your email, then click on RESEND and it will take you back to a screen where are able to change the email address. Remember to check that you have put in the right email.

Kindly please check that you have put in the right email and check both your inbox and spam folder of your email address for the verification code email. Open the email and scroll down to view your code.

If it’s the log in password, once you enter the wrong one 3 times it will ask you if you have forgotten your password. Click Yes. It will request you to enter the email where the code will be sent (remember to use the one you put during registration). Then check your email account’s inbox, spam and junk mail folders for an email with the Temporary PIN and use it to log in and create a new password.

To remove your account, kindly contact us on care@shika-app.com to assist.

Your loan request can be disapproved because you are negatively listed at the Credit Reference Bureau. This may be due to a previously defaulted loan that is not yet paid up for or has been fully paid for without obtaining clearance from the Credit Reference Bureau.

You can click on this link on your mobile phone (Google Chrome Browser recommended) to get a comprehensive report from Credit Info, which is one of the Credit Reference Bureaus. They charge Kshs. 50 for a report.

The Credit Reference Bureau contact details:

Credit Info Email: cikinfo@creditinfo.co.ke or consumercare@creditinfo.co.ke

Call: +254 20 375 7272

Website: http://creditinfo.co.ke/contact-us/

Physical Address: CreditInfo CRB Kenya Ltd, Park Suites, Office 12, Second Floor, Parklands Road, PO Box 38941-00623 Parklands, Nairobi, Kenya

If you have cleared with CRB we are working on a feature to allow clients who have cleared with CRB to borrow loans from us. We will personally notify you when this is available.

Your loan request can be disapproved because of insufficient records in your phone or low MPESA usage.

 

This may be because you changed to a new phone or you may have deleted your MPESA messages within the last three to four months. We require your phone to have at least 4 months MPESA messages.

We currently are not able to receive or manually input your Mpesa statements directly into the system for the app to assess and give you a loan limit. . If you are able to transfer your Mpesa messages from the old device to the new device, this may help resolve the issue

 

We recommend you kindly keep checking in with the app as it will continue to assess and notify you when you qualify for a loan as well.

Your loan request can be disapproved because your current credit score/rating at CRB could be below the limit the system requires to approve for a loan.

 

This is not necessarily because you have been blacklisted at CRB and thus it does not prevent you from ever receiving a loan from us completely just that it prevents you for getting one now.

 

We are unable to give an exact time as to when you will receive a loan given this reason. We recommend that you keep on checking in with the app as it does continue to assess your eligibility.

 

You can click on this link on your mobile phone (Google Chrome Browser recommended) to get a comprehensive report from Credit Info, which is one of the Credit Reference Bureaus. They charge Kshs. 50 for a report.

 

The Credit Reference Bureau contact details:

Credit Info Email: cikinfo@creditinfo.co.ke or consumercare@creditinfo.co.ke

Call: +254 20 375 7272

Website: http://creditinfo.co.ke/contact-us/

Physical Address: CreditInfo CRB Kenya Ltd, Park Suites, Office 12, Second Floor, Parklands Road, PO Box 38941-00623 Parklands, Nairobi, Kenya

Your phone may not be giving out some of the data needed even if you have already given the permissions to the app which means the system is unable to assess your eligibility and give you a loan limit. This is in no way your fault or even your phone’s fault.

 

We recommend that you uninstall and reinstall the app in order to refresh it on your device.

 

Also contact us on care@shika-app.com for us to look further into this and we will keep you updated on the situation as we try to resolve it.

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