Get ready-to-go answers to your most common questions here. Browse this section for clear, detailed responses that help you understand exactly how everything works.
I have lost access to my account, so I am unable to sign in to my app or portal
I have forgotten my password
I have lost the phone number I used to sign up
I have forgotten my username that I use to sign up to the account
Who is eligible to apply for a Hela Pesa loan?
How long does loan approval take?
What documents do I need to upload before applying?
How are repayments made?
I applied for a loan, but I received a Top-Up instead. Why was that?
Does Hela Pesa offer buy-off for loans from other institutions?
What should I do if I don't receive my statement within 3 working hours?
How does the Hela Referral Program work?
How long does it take to receive my refund?
What if I do not see the “Refund” button?
How will I know if my refund has been processed?
Can I cancel a refund request after activation?
How do I initiate a loan refund on the Hela Pesa App?
How do I get a clearance letter?
How long does it take to get a clearance letter?
Will I be charged for the clearance letter?
How will I receive my clearance letter?
If I choose to repay my loan before the scheduled deduction date, will I still be charged interest?
Where can I get my loan statement?
