Support

The fastest way to reach us is WhatsApp. Email is best if you need to attach a screenshot.

• WhatsApp: Chat on WhatsApp
• Email: support@familypocket.io

To help us answer quickly, please tell us the name of your child's school, the phone number or email you use to sign in, and what you were doing when the problem happened. Please do not send us your password.

Family Pocket accounts are issued by your child's school, not created by you. You cannot sign up on your own. If the school has registered you, your account already exists.

• If you have forgotten your password, use password reset.
• If reset does not work, or you have never signed in before, see trouble signing in.
• If you see “Invalid credentials” but you are certain the details are right, your account may never have been activated. Ask the school office for a setup code, then use account setup to set your password.

Your account is linked to your children by the school, using the national ID recorded against you. If a child is missing, duplicated, or does not belong to you, the link in the school's records needs correcting. Contact us with your child's name and admission number and we will trace it with the school.

Do not uninstall the app to fix this. The app stores your data on the device so it works without a signal, and reinstalling will not change what the school has recorded.

Family Pocket sends a notification when your child is scanned onto or off the bus, scanned at the school gate, and when the bus is approaching your stop.

• Check that notifications are enabled for Family Pocket in your phone settings.
• Check that your phone is not in a focus, silent or battery saver mode that holds back notifications.
• Notifications follow the school's scans. If the bus crew did not scan your child's wristband, no notification is sent. Tell us if you think a scan was missed.

School fees, club fees and transport payments are made through M-Pesa. If money left your account but the app still shows the balance as unpaid, send us the M-Pesa confirmation message and we will reconcile it. Please allow a few minutes first, as confirmations can lag at busy times.

Scanning happens on school devices, carried by the bus crew and gate staff. Your own phone does not scan anything. If your child's wristband is lost or damaged, tell the school, which will issue a replacement and link it to your child.

To understand what we collect and why, read our Privacy Policy. To request deletion of your account and personal data, see delete your account. Our Terms of Service cover use of the app.

If you are a school looking to use Family Pocket, or an existing school with an administrative question rather than an app problem, reach us on the same channels above and say which school you are writing about.