Customer Fix
Already paid?
Reconnect to WiFi, tap Already paid, and enter the M-Pesa phone or username used for the active package.
Pawa Self-Service
Fix common WiFi and setup questions without waiting on WhatsApp.
Use this page when a customer has paid but cannot browse, when a device needs reconnecting, or when a new operator wants to understand MikroTik, pricing, packages, and M-Pesa collection.
Operator Setup
MikroTik required
Pawa automates Hotspot and PPPoE access through MikroTik RouterOS. Ordinary home routers cannot run the full billing flow alone.
Payment
Keep the code
For refunds or missing access, send the M-Pesa code, amount, phone used, and network name. Do not pay again while it is being checked.
Device
TV and MAC help
Use the self-care link after payment to save a TV, phone, laptop, or replacement device MAC address.
Customer Help
Most customer issues should end here.
I already paid but I am not browsing
Reconnect to the WiFi, open the login page, tap Already paid, then enter the M-Pesa phone or username. If it still fails, send the M-Pesa code, phone used, and network name.
The payment keeps checking
Wait one minute, refresh the WiFi login page, then use Already paid. If M-Pesa confirmed the payment but Pawa did not connect you, report the code from self-care or WhatsApp.
I need a refund or reversal
Do not pay again. Keep the M-Pesa confirmation code and amount. Pawa or the operator will verify whether the payment bought access, is pending, or needs refund handling.
TV or device does not reconnect
Open the self-care link sent after payment and use Device Management. Save the TV or phone MAC address, then reconnect that device to the WiFi.
Pricing Questions
Setup cost, monthly fee, commission, full project cost, and demo access.
Setup cost
The KES 1,500 setup invoice becomes due immediately after WiFi setup is complete.
Monthly fee
The monthly subscription is always charged: Starter is KES 1,500/month and Silver is KES 3,500/month. Pawa collection adds 5% of net WiFi sales only when customer payments use the Pawa gateway. Own PayBill/Till has no 5% collection fee.
Full project cost
Router, cabling, installation labour, access points, power backup, and internet are separate from the Pawa software/setup pricing.
Demo access
Create a free workspace for live trial access, or submit a pricing request when you need a guided demo.
Onboarding Data
Stop repeating the same setup questions on WhatsApp.
Location
Town, estate, building, or branch where the WiFi will run.
Router model
MikroTik model or the router you plan to buy.
Expected users
Estimated customers now and expected growth.
Packages and prices
Durations, speeds, and customer prices.
Till or PayBill
Pawa collection, own shortcode, or not sure yet.
Internet status
Whether internet already exists and who provides it.
Start Business Questions
MikroTik, normal routers, PPPoE, Hotspot, and multiple locations are answered in one guide.
Use this before WhatsApp when someone asks whether Pawa needs MikroTik, whether a home router can work, what equipment is needed, or which access mode to choose.
Pricing Rules
Clear answers for setup and billing.
- The KES 1,500 setup invoice becomes due immediately after WiFi setup is complete.
- Starter is KES 1,500/month and Silver is KES 3,500/month; the monthly subscription is always charged.
- Pawa collection adds 5% of net hotspot sales on top of the monthly subscription.
- Own PayBill/Till operators pay the monthly subscription only and do not pay the 5% collection fee.
Check the router
Pawa needs a MikroTik router for automatic Hotspot or PPPoE access control. A normal home router can share internet, but it cannot run the full billing automation by itself.
Choose the access type
Hotspot is best for public WiFi packages. PPPoE is best for fixed broadband users. Some operators use both in one workspace.
Prepare M-Pesa collection
Start with Pawa collection for a faster launch, or connect your own PayBill/Till when you have Daraja credentials ready.
Create packages
Common starter packages are hourly, daily, weekly, and monthly. Prices can be changed from the dashboard after testing.
When To Escalate
Send WhatsApp only when the self-service path cannot verify the issue.
Escalate with the M-Pesa code, phone used, network name, and a screenshot if the payment or router status still does not match.