Member Support Portal

How can we assist you?

Deposits & Ledger
Loan Processing
Guarantor Liability
Account & Exit

1 Ledger & Deposit Issues

"I made my deposit, but it's not reflecting and tomorrow is the 5th."

Don't panic. System ledger reconciliations happen in batches. If you face this issue on the deadline day, follow these steps:

  1. Take a screenshot of your bank/mobile money transfer receipt showing the **Transaction Code** and **Timestamp**.
  2. Navigate to Support > Submit Ticket in the app and upload the receipt.
  3. Resolution: Per our policy, the system honors the timestamp of the actual transfer. If the transfer occurred before 11:59 PM on the 5th, any automated late fines generated by the app will be reversed by the Treasurer upon verification.
"I was charged a late fee, but I didn't have the funds until the 6th."

Article III of the Constitution dictates that the 5th-Day Rule is absolute and non-negotiable. Emotional variables and personal emergencies are not factored into the automated ledger.

Resolution: You must pay the accrued late penalty alongside your minimum deposit to restore your account to "Good Standing." Refusal to pay the fine will result in compounded interest and account restriction.

2 Loan Processing & Rejections

"My loan request was rejected, but I requested exactly 2x my savings."

There are three common reasons a loan within your 2x limit (Article IV) is rejected by the system or the Executive Committee:

  • Missing Guarantors: Your loan might have required additional guarantors approval but none were provided.
  • Group Liquidity: The total treasury liquidity has dipped below the mandatory reserve threshold. (Check the notifications on your home screen for more information).
  • Policy Violation: If you have any outstanding obligations or violations, or if you are currently in default, the system or the Executive Committee will reject new loan requests until those obligations are resolved.
  • System Glitch: Although rare, technical issues can occur. If you believe this is the case, please submit a support ticket with screenshots of your loan request and the error message.

3 Guarantor Liability

"The person I guaranteed defaulted. Why is my balance frozen?"

By digitally signing as a guarantor in the app, you accepted joint liability for the borrower's debt.

Per Article V, Section 3 of the Constitution: If a default persists beyond 30 days, the liability transfers to the Guarantor.

System Action: The app will automatically deduct the outstanding principal and compounded interest from your personal savings ledger. If your balance is insufficient, your account will also be placed in arrears. You must pursue the primary borrower privately to recover your funds.

4 Membership Exit Procedures

"I want to leave the group and withdraw my accumulated savings."

Voluntary exit is permitted under Article II, Section 3, subject to the following strict timeline to protect group liquidity:

  1. Submit a formal exit request via the "Account Management" tab in the app.
  2. Clearance Phase: You must have zero active loans, and you cannot be actively acting as a Guarantor for another member. If you are a guarantor, the borrower must find a replacement before your exit is approved.
  3. 14-Day Notice: A mandatory 14-day holding period begins upon clearance. This allows the treasury to recalibrate liquidity.
  4. Disbursement: Your total savings, minus the standard administrative exit deduction, will be disbursed to your registered bank account on day 15.

Does your issue require Executive Intervention?

If the automated system has made an error not covered above, or if you require an emergency administrative override, you may contact the Executive Committee directly.

Contact Management