Contact TillSync
Get help with your Till phone, your team, or your account.
Write to hello@tillsync.co.ke. Include your app version, phone model, and a brief description of the issue. Share a business name or account ID only if it helps us find the right account.
If something looks off
It says “Till not reporting”
The Till phone has not reported for a few minutes. Check that it is switched on and online, that SMS access is allowed, and that battery is set to Unrestricted. Opening the app on the Till phone once brings it back.
It says “Till needs SMS access”
Open TillSync on the Till phone and tap Allow next to SMS access.
A payment did not appear
TillSync records standard M-Pesa “money received” messages. If a message does not clearly show an amount it is not recorded. Check the Till phone’s Waiting to send count, and confirm large payments on your M-Pesa statement.
For setup instructions, see How it works. More answers are in the FAQ.
Privacy and deletion
Visit Delete your account and data to send a deletion request, including if you have already uninstalled TillSync. You can also ask to delete specific personal data without closing an account.
For access, correction, consent, or other privacy questions, email hello@tillsync.co.ke. Read our Privacy Policy and Terms of Service.
Report a security concern
Email hello@tillsync.co.ke with the subject “TillSync security concern”. Describe what happened and when. If an account is compromised, secure the email or Google account used to sign in and review team access.
Do not send passwords, M-Pesa PINs, one-time codes, full receipt messages, or unredacted financial statements. Remove customer names, phone numbers, transaction codes, and balances from screenshots unless we arrange a secure way to share the minimum information needed.
TillSync cannot reverse an M-Pesa transaction. For a disputed or reversed payment, use Safaricom’s official support channels and your M-Pesa statement.