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Support details

We can help with assessment access, payment confirmation, report recovery, technical problems, privacy requests, and refund questions.

Contact

Support contact: +2540180189739

Standard support hours are Monday to Friday, 9:00 a.m. to 5:00 p.m. East Africa Time, excluding Kenyan public holidays. We aim to acknowledge ordinary requests within two business days. Security or privacy incidents are prioritised.

What to include

Tell us what you were trying to do, what happened, the device and browser you used, and any error message you saw. Include an assessment reference or payment reference if you have one. A screenshot can help if it does not expose private information.

Keep private information safe

Never send a payment PIN, one-time password, full payment credentials, a child's full legal name, or the child's individual assessment answers. ElimuKids support will not ask for these details.

Report recovery

Use the report recovery page when you still have the guardian mobile number and payment reference. If automated recovery does not work, contact support and we will verify the request before restoring access.

Urgent security concerns

If you believe someone else can access a child's report or that personal information has been exposed, contact support immediately. Include the word "Privacy" in the subject or first line and do not forward the exposed information.