Help centre
Frequently asked questions
Ordering
What can I buy on LEYBASE?
Safaricom and Airtel airtime (Telkom where our supplier supports it), and digital gift cards such as Google Play, Apple, Netflix, PlayStation and Xbox. We only list products our connected suppliers can currently deliver.
Can I buy airtime for someone else?
Yes. Enter the recipient's Kenyan mobile number when ordering. Please double-check it — airtime sent to a wrong but valid number generally cannot be reversed.
Can I order on WhatsApp?
Yes. Message us on WhatsApp to browse, order and pay with M-Pesa. WhatsApp orders use the same prices and order system as the website.
Payments
How do I pay?
With M-Pesa. At checkout, enter your M-Pesa number and we send a payment prompt (STK Push) to your phone. Enter your M-Pesa PIN on your phone to approve. LEYBASE never asks for or stores your M-Pesa PIN.
I approved the payment but my order still shows pending. What now?
Payment confirmation from Safaricom usually arrives within seconds but can occasionally take longer. Do not pay again — check Track Order first. If money left your account and the order isn't updated within 30 minutes, contact support with your order reference and M-Pesa confirmation code.
Will I be charged twice if I retry?
Each order has a unique reference and can only be paid once. Duplicate payment notifications are detected automatically, and any accidental duplicate payment is refunded.
Delivery
How fast is delivery?
Most orders are delivered within minutes of payment confirmation. Occasionally a supplier takes longer; we keep checking automatically and you'll be notified as soon as it's delivered.
Gift cards
Will a gift card work in Kenya?
Gift cards are region-specific. Each product shows the country where it can be redeemed — your store account (e.g. Google, Apple, PlayStation) must be set to that country. We never describe a card as globally redeemable unless the supplier confirms it.
Where do I find my gift-card code?
Log in and open the order in My Account. For your security, codes are never sent in plain SMS or in links that work without logging in.
Refunds
What if my order fails?
If we can't deliver after your payment is confirmed, you'll get a replacement or a full refund to your M-Pesa number. See our Refund Policy for timelines.
Account
Do I need an account?
Airtime can be ordered quickly with your phone number. Gift cards require an account so your codes are kept safe and only visible to you.