Troubleshooting

Here are answers to the most common problems customers run into. If your issue is not covered, contact support with your account and order details.

Common issues

I did not receive my verification code

• Check that you entered the correct email address or phone number.
• Check your spam or junk folder for email codes.
• Make sure your phone has network coverage to receive SMS.
• If the code expired, request a new one from the sign-up page.
• You can also sign up using Google, which skips the verification step.

My account is locked or I forgot my password

• Use the Forgot password option on the sign-in page to reset your password.
• If your account is locked, wait a few minutes before trying again, or contact support.

My email or phone number is "already registered"

You will see "The email address is already registered" or "The phone number is already registered" when the email or phone you entered is already linked to another Safaribid account.

• Every account is linked to a unique email and a unique phone number - they cannot be shared between accounts.
• If you signed up with an email address, you were required to enter your phone number in the profile section. Once your account was complete, that phone number became permanently linked to it and cannot be used to create another account. The same applies to email.
• If the email or phone already belongs to you, log in with that existing account instead of creating a new one.
• If you need a new account, use an email address and phone number that have not been used for Safaribid before.

I was signed out during checkout

If you were not logged in when you reached checkout, Safaribid redirects you to sign in. Complete the sign-in (or sign-up) process and you will be returned to the checkout page to finish your order.

My payment was declined or failed

• Confirm your payment method has enough funds and is active.
• Check that the mobile money number or card details you entered are correct.
• If the money was deducted but the order did not go through, contact support with the payment details.

My cash on delivery was rejected

Cash on Delivery is capped at a set limit. If your order is above the limit, choose a different payment method such as mobile money or card.

Where is my delivery?

Use the live tracking on your order to see where your delivery is. You also receive notifications at every stage of the journey. If your order seems stuck, contact support with your order number.

I received the wrong item or a damaged order

Contact support as soon as possible with your order number and a description of the problem so it can be resolved.

Still need help?

Reach out to Safaribid support and include:

• Your account details (phone number or email).
• Your order number if the issue is about an order.
• A short description of the problem.