Contact and Support

This is the support desk for Hookups For Kenyans. One small team answers everything here: questions about listings and introductions, help with the app, pricing queries, corrections, complaints, and anything you are unsure about. If you are not certain whether something is worth asking, ask.

Start here, most questions have a faster answer

Several things are quicker to settle yourself than to wait on a reply, so it is worth checking before you write.

Something unsafe or dishonest

Use the report form instead of writing to us. It reaches the same people with the page, the reason and the details already attached, which makes it considerably faster to act on.

Prices and payment methods

Everything current is on the pricing pagewhich is the only place we publish prices. Any figure or payment instruction you have been given elsewhere should be checked against it before you act on it.

How introductions work

How it works explains the process end to end, including the parts we do not do.

General questions

The frequently asked questions page answers most of what reaches the desk, including the awkward ones.

You cannot find a listing again

Try the search tips. Listings are also withdrawn when they stop being accurate, so a listing that has gone may have gone deliberately.

Taking down your own comment

Ask us here and we will remove it without asking why. Tell us which page it is on and roughly what it said.

How to reach the desk

Messages go to Mary G and the support team. All four routes reach the same desk, so use whichever suits you, there is no faster queue.

• WhatsApp
• Telegram
• +254 739 154 302
• Safety report form

Signal is also answered, on the username gsconnectmary.254.

Getting a useful answer first time

1. Say what you want to happen. “Please remove my comment”, “is this listing still current”, “which package covers this”, a clear request is answered in one reply instead of three.
2. Include the link. The page or listing address saves us guessing between similar listings.
3. Keep it short. A few sentences is plenty. Long histories slow the queue down for everybody, including you.
4. Send it once. The same message on three channels arrives three times at the same desk and is answered no sooner.

What never to send us

We will never ask you for any of the following, and you should treat any request for them as an impersonation attempt regardless of which number it comes from.

• Your banking password, PIN or any one-time code.
• A photograph of your identity document, passport or bank card.
• Your full card number.
• Intimate photographs, for any reason at all.

For a safety report, a transaction code and the number involved are enough. Keep the full records for your mobile money provider and the police.

What we can and cannot do

Where something belongs with the police, your mobile money provider or the Office of the Data Protection Commissioner, we will say so plainly rather than leave you waiting on a reply that cannot help.

Complaints

If we have got something wrong, say so on any of the channels above and mark it as a complaint. It goes to the same desk, and we would rather hear it from you than read it somewhere else. Tell us what happened and what you want done about it; if we were wrong, we will say so and fix it.

• FAQs
• How it works
• Trust and safety
• Pricing