Finding Properties
Search, filter, and save listings
Booking Viewings
Schedule and manage appointments
Payments & Tokens
Payment methods and refunds
Account Settings
Profile, security, notifications
For Agents
Listing and verification help
Safety & Security
Stay safe while house hunting
Frequently Asked Questions
How much does it cost to book a viewing?
Each property viewing costs KES 1,500. This fee covers the agent's time and our platform service. You can save money by purchasing token packages in bulk.
What is the OTP verification system?
When you book a viewing, you receive a unique OTP (One-Time Password). After the viewing, you share this code with the agent to confirm the viewing happened. The agent only receives payment once you enter this code. This protects you from no-shows and scams.
Can I get a refund if the agent doesn't show up?
Yes! If the agent fails to show up for a confirmed viewing, you receive a full refund plus a compensation credit. Report no-shows through the app within 24 hours of the scheduled time.
How do I cancel a booking?
You can cancel a booking through the app. Cancellations made 24+ hours before the viewing get a full refund. Cancellations within 24 hours are not refundable to ensure agents aren't left waiting.
How do I know if an agent is verified?
Verified agents display a blue checkmark badge on their profile. They have submitted government ID, passed our verification process, and maintain good ratings from clients.
What payment methods are accepted?
We accept M-Pesa, debit/credit cards (Visa, Mastercard), and bank transfers through our secure Paystack integration. All payments are encrypted and secure.
How do I become a property agent on MyQeja?
Download the app, create an account, and select "Become an Agent." You'll need to provide your National ID or passport, take a selfie for verification, and complete your profile. Verification typically takes 1-2 business days.
What if the property looks different from the photos?
Report misleading listings through the app. We take accuracy seriously - agents who post misleading photos face warnings, suspension, or removal from the platform. Your report helps protect other users.
Do tokens expire?
No, tokens never expire! Purchase them when convenient and use them whenever you're ready to book viewings.
How do I contact support?
You can reach us via: In-app chat (fastest), Email at ombenifaraja@gmail.com, WhatsApp at +254 729 054 607, or Phone during business hours. We respond to all inquiries within 24 hours.