How can we help?

Most questions here are about money that looks wrong. Start with the common questions — they answer four out of five.

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Common questionsPayments, arrears, your stand, leaving the scheme, privacy.8 articles → Report a problemA payment that has not appeared, an amount that looks wrong, a balance you do not recognise.Start → My reportsAnything you have already raised, and where it has got to.View →

Talk to your cooperative

the cooperative

Anything about your stand, your contract, or a payment you made at the office is theirs to answer. They hold your money; the platform holds the record.

WhatsApp: +263 77 234 5678
Office hours: Mon–Fri, 08:00–16:30

Talk to Mabwe

The platform

For anything that looks like the software is wrong rather than the cooperative — a receipt that never arrived, a screen that will not load, an account you cannot get into.

Reply on WhatsApp: HELP
Typical reply: Within one working day

Without opening this at all

Reply BALANCE, STATEMENT or HELP on WhatsApp. Every one of these screens has an equivalent for a member who will never open a browser.

Common questions

Written to be read by someone who has never used software to hold their savings.

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Still not right?

If your money does not match what you expected, report it rather than living with it. Disagreements that stay unspoken are exactly what destroyed trust in the receipt book.

What is wrong?

Pick the closest one. You will get a chance to explain in your own words.

A payment is not showingYou paid and your balance has not moved. The amount recorded is wrongThe payment is there but it is not what you handed over. My balance looks wrongThe individual payments look right but the total does not. Something elseYour stand, your documents, a milestone, or anything not listed.

Before you report this

Four things explain most missing payments. Have a look — it may save you a trip to the office.

A bank deposit takes up to two working days. It reaches the cooperative before it reaches your balance. If you paid by deposit in the last two days, it is probably still in transit.
Cash paid at the office appears once an officer records it. Usually the same day, but if you paid late in the afternoon it may be the next morning.
Check the receipt number. Compare the number on your paper receipt against your statement. A mismatch usually means the payment went against a different member.
Levies are billed separately. A payment towards ZESA electrification will not reduce your contract balance, because it is not part of your contract. Your statement lists both.

Your last payment

Balance now: —
Payments recorded: 0
Next due: —

Why we ask first

Not to put you off. A report goes into a queue and takes days; the four checks above take a minute and resolve most cases immediately. If none of them fits, please do report it.

Tell us what happened

In your own words. The more specific, the faster the cooperative can find it.

What happened Include the date, the amount, and the receipt number if you have one.

When did it happen?

Amount involved

US$

Add a photo of your receiptOptional, but it usually settles the matter in one step

What happens next

Your cooperative sees this in their queue with your statement attached. They can see every entry against your contract and who made it. You will get a WhatsApp message when they respond.

My reports

Everything you have raised and where it has got to. Nothing is closed without a reason.

You have not reported anything. That is a good sign.

Reference	What	Raised	Status

DSP-0041

Raised 5 August 2027

Open

✓

You reported it5 Aug 2027 · with your statement attached

2

With the cooperativeThey can see every entry against your contract and who made it

3

ResponseYou get a WhatsApp message either way

4

Corrected, or explainedA correction is a new ledger entry — the original is never edited

Resolved

The cooperative found the payment against the wrong member and moved it. A correcting entry is on your statement with the officer's name and the reason on it.