Help & frequently asked questions
Answers for everyday water tasks
The same guidance across the resident, operator and website experiences.
Browse the Kenyan provider directory →11 answers
Did this demo charge my M-Pesa account?
No. The local checkout simulates a phone prompt and payment result. No money moves and no real token is issued. Never enter an M-Pesa PIN into WaterPesa; a production PIN prompt belongs on the trusted M-Pesa channel.
What happens if a payment is pending, cancelled or times out?
In the demo, pending attempts are checked automatically while you use the app. Only a matched receipt changes the demo balance. Cancelled, failed and expired attempts do not. In a live service, confirm the transaction with the provider before paying again.
Can I make a partial payment or download receipts?
Yes. Pay & receipts accepts a whole-shilling amount up to the remaining demo bill balance. Search receipts, download a receipt or export demo bill payments for the operator reconciliation lab. Prepaid credit is tracked separately.
Does WaterPesa work with every Kenyan water company?
You can record any provider name for local planning. The directory is a WASREB register snapshot, not evidence of a partnership or live integration. Production service needs utility onboarding, the approved tariff, account mapping and payment configuration.
Which types of water meter can I record?
The local journal accepts cumulative volume readings in m³ or litres with a meter identifier. Mechanical, ultrasonic and electromagnetic are measurement technologies; connectivity and prepaid billing are separate profile choices. Recording a profile does not establish hardware compatibility.
Can a smart or prepaid meter connect automatically?
Automatic readings and prepaid commands are not connected in this demo. Integration requires the exact manufacturer, model, firmware, protocol, credentials and testing. A network label such as LoRaWAN alone does not prove compatibility. Prepaid token and CIU support must be checked separately.
How do I handle a replacement meter or a register reset?
Use a new meter identifier, even if the physical serial is unchanged after a reset (for example serial-reset-2). The first reading starts a new baseline. The journal never calculates consumption across different meter identifiers.
Why is a report different from my sample bill or usage chart?
Reports use your locally recorded readings, simulated receipts and support cases. The overview charts and bills remain illustrative sample data. A reading interval is counted only when both readings fall inside your selected Kenya-time reporting dates; it is not prorated.
Are these reports official utility or regulatory submissions?
No. CSV exports are local working records with source labels, not verified meter evidence, tax receipts or regulatory submissions. Your utility’s approved billing and reporting process remains authoritative.
Where are my changes saved, and can I use them offline?
Changes are saved in this browser when storage is available. They do not sync to another device or reach your utility. Export reports before clearing browser data or resetting the demo. The payment simulator requires the local server; this is not a fully offline app.
How do I dispute a bill or report a leak?
Get support and Disputes create local demo cases with notes and close/reopen controls. They are not sent to a utility. For an actual incident, contact your provider through its official channels and keep your account, meter and receipt references.