Welile Troubleshooting

Something not working? Find your problem below. Each one links to the guide that fixes it — the full instructions live there rather than being repeated here.

Money has not arrived

I paid but my balance has not changed. A payment has not arrived — delayed deposits, unmatched references and duplicate receipts.

My float has not gone up after a deposit. Same guide, plus depositing operational float for the purpose you should have chosen.

My total repayment is more than my rent. That is expected — it includes the request fee and the access fee. See how your rent repayment is calculated.

A commission or bonus is missing. A commission is missing — the six causes, including advance repayments and unconfirmed cash.

My withdrawal has not reached my phone. Check your statement first, then a payment has not arrived. A queued withdrawal is not yet money received.

A landlord says they were not paid. Pay a landlord — check whether the payout's confirmation was ever completed.

I am a tenant and something is wrong

My repayment has not shown on my plan. How to repay your rent plan, then a payment has not arrived.

I missed a day, paid part, or paid extra. Missed, partial and extra repayments each explain what happens next.

My rent request has not moved. Review and approval.

I cannot take my money out

The Withdraw button will not let me continue. What you need before you can withdraw — it lists every requirement, and the app names the one you have not met.

I am an agent with earnings but cannot withdraw. Usually today's collection requirement: the daily collection rule.

My balance is less than I expected. Understand your balances — float is not withdrawable, and an outstanding advance is not spending money.

A Rent Request has gone wrong

My request was rejected. When a Rent Request is rejected — the fix for each reason.

My request has not moved for days. Following a Rent Request — in most cases the tenant or the landlord is not answering their phone.

I cannot register a new tenant. The daily collection rule — collections, portfolio headroom and pending requests.

A check will not pass

The photo check will not let me continue. When the photo check fails.

My National ID is not accepted, or is already registered. National ID verification.

A sub-agent has no National ID card. Parent-agent ID linking.

Account and sign-in

I cannot sign in, my SMS code has not arrived, or the app is asking me to register again. What to do if you cannot sign in — password resets, codes, and why a second account makes it worse.

My phone number has changed, or I no longer have the registered line. What to do if you cannot sign in, then account and security.

My account is open on another phone, or I see a warning banner. Account and security, and contact support if you did not sign in elsewhere.

I want to complain

Something went wrong and I want it raised, not just fixed. How to make a complaint — where to send it, what to include, and what to do if nobody comes back to you.

Before you contact support

Have these ready. With them a problem can usually be traced in one message; without them it takes days.

• What you were doing, and what happened instead.
• The date and time.
• The amount, and the transaction reference if there is one.
• The tenant, landlord or property it concerns.
• A screenshot of the screen or the statement entry.

WhatsApp is usually the quickest way to send them, because you can forward a confirmation message instead of copying a reference by hand.

Still need help?

Contact Welile Support on WhatsApp at +256 777 607640, call +256 748 747134, or email info@welile.com.