Welile Tenant Questions and Answers

Short answers, with links to the full guide for each.

About rent plans

What is a Welile rent plan? An arrangement where Welile pays your landlord the rent you owe, and you repay Welile in small amounts over an agreed period. See how rent plans work.

Does Welile give me money? No. The rent goes to your landlord, not to you.

Why do I repay more than my rent? Because a plan includes a one-off request fee and an access fee for spreading the payments over time. Both are shown before you agree. See how your rent repayment is calculated.

Registering and applying

How do I register? Yourself at welileapp.com/tenants-onboarding, or with a Welile agent. See register yourself.

Can an agent register me? Yes, in person — your photo is taken during the form. See register through an agent.

What do I need? Your National ID, an active phone number, your rent amount, your landlord's phone number and your LC1 chairperson's details. See what you need.

Is there a fee to apply? No. Nobody should ask you for cash to submit or speed up an application.

Approval

How long does approval take? It varies. Some requests are approved within a few days; others wait weeks. Welile does not promise a date, so do not commit to your landlord until the rent is actually paid. See review and approval.

How will I know? You get an SMS the moment your landlord is paid, telling you the rent was paid, when your repayment starts and what your instalment is. Your landlord and your agent are texted on the same event. See after your rent is approved.

Why was my request declined? Usually something practical — an unreachable landlord, a rent figure that did not match, or a photo that could not be read. Fix it and apply again.

Repaying

When do repayments start? The day after your landlord is paid.

How do I repay? Through your agent, or directly with the MTN or Airtel merchant code. See how to repay.

Can I pay through a bank? Not as your normal repayment. A bank transfer is not matched to your plan automatically, so your balance may not update when you expect.

How do I know Welile received my money? You get a message showing what was received and your new balance. Keep it.

What if my payment does not show? Check your Mobile Money confirmation, then contact support with the reference. Do not pay twice. See a payment has not arrived.

When a payment is not the full amount

What if I miss a payment? It carries forward and stays due. Missing a day does not add a charge by itself, but reaching your plan's end date with a balance outstanding can. See missed repayments.

What if I pay only part? Your money counts and your balance drops. The rest carries forward. See partial repayments.

What if I pay more than required? The extra covers your coming days in order. See paying more than expected.

Can I pay several days in advance? Yes. It is a good idea on a strong day.

Where does extra money go? Onto your next days, oldest first. It is never lost, and you cannot pay more than your balance.

Finishing

How do I know how much remains? Your plan shows your balance, and every payment message states it. See understanding your balance.

What happens when I complete my plan? The balance reaches zero and the plan closes. See completing your plan.

Can I renew? Yes, through an agent, once the current plan is complete. It is a new plan and it is reviewed again. See renewing your plan.

Account

What if I change my phone number? Your number is your Welile account and where your messages go. Tell your agent or contact support — do not open a second account.

Who do I contact? Your agent for anything about your plan on the ground; Welile support for your account, your money or a payment that has not appeared.

Still need help?

Contact Welile Support on WhatsApp, call +256 748 747134, or email info@welile.com.