Help Centre & FAQ

Email us at admin@sella.co.ke — please include screenshots and details (the ad link, your registered number, payment/M-Pesa reference, or the seller/scam details) so we can help quickly. You can also message a seller directly from any listing using in-app chat. We don't offer phone support, because email and chat let us keep a clear record of your issue.

Tap + Post Ad, sign in (or create a free account), pick the right category, add clear photos, a specific title, an honest description and a fair price, verify your phone, then submit. Your ad is reviewed and goes live once approved. Posting is free.

Promotions are optional paid tools that give your ads more visibility so you sell faster: Boost Plans (boost every ad on your account), Sponsored (Trending placement for one ad), Featured/Boost (top of search), PPP TV (national TV exposure) and Event boost. See the full Promotions & Boost Plans guide.

Search for the item (use the category and county filters), open the listing, then contact the seller by in-app chat or by tapping Show number. Inspect the item, agree on a safe payment or delivery method, and leave the seller feedback afterwards.

Open the listing and use Report, choose a reason and add a detailed comment, then submit. Our team reviews every report and can remove ads and block scam sellers. You can also email admin@sella.co.ke.

Sella is Kenya's everyday online marketplace — a place where people buy and sell vehicles, property, phones, electronics, fashion, services, event tickets and much more. Items are posted by independent sellers; Sella connects buyers and sellers but is not a party to your transaction, so always deal carefully.

New ads go through a quick review before appearing publicly. An ad might also be declined, moved to a more suitable category, paused, expired, or flagged as a duplicate. Open My adverts to see the current status and fix anything highlighted.

Use clear, original photos; a specific title; a realistic market price; and an honest, detailed description. Reply to buyers quickly, keep your phone reachable, refresh old listings, avoid posting duplicates, and use a Boost Plan or Sponsored promotion when you want more visibility.

Post only legal items and services, choose the correct category, use an accurate title and real photos, state the true price, and write a clear description. Don't post duplicates, contact details inside photos/titles, misleading offers, prohibited goods, or abusive content.

Anything illegal, unsafe, stolen, counterfeit, restricted or misleading — for example weapons, drugs, fake documents, fraud offers, adult/explicit content, and anything that breaks Kenyan law or Sella's rules. Repeatedly posting prohibited items can get your account restricted.

Ads stay active for a set period depending on the category. You can renew, edit or promote them anytime from My adverts. Expired or paused ads stop showing to buyers until you update them.

The ads limit is the number of free listings available within a particular category. If you reach it, you can manage existing ads or use promotion tools to get more from the ads you have.

Ads are declined when they break the posting rules. The most common reasons are below — fix the issue shown on your ad and resubmit:

• Title: remove repeated/stuffed words; say clearly what you offer once; no phone numbers, links or prices in the title.
• Category: move the ad to the recommended category so buyers can find it.
• Price: set a realistic price in the market range; enter it in the price field (not on the photo).
• Description: describe the actual item — condition, features, location and terms; remove unrelated text.
• Photos: use your own original, sharp photos of the exact item. No screenshots, stock/internet images, watermarks, logos, text overlays, contact details, prices, multiple unrelated items, or explicit content.
• Vehicles: enter the true mileage (km) and the correct colour.
• Duplicate: keep only one listing per item — edit the existing ad instead of reposting.
• Prohibited: the item isn't allowed on Sella — don't repost it.

Promotion works best on a high-quality ad. If the title, photos, price, category or description are weak — or the ad duplicates another — it may get lower priority even when boosted. Improve the listing first, then promote it.

• Boost Plans (Basic → Diamond): a subscription that automatically boosts every ad on your account — including new ones — and, on higher tiers, places you in Trending and at the top of categories.
• Sponsored: puts one ad in the Trending strip for a number of days.
• Featured / Boost: pushes one ad to the top of search and category results.
• PPP TV: features your ad on national TV and across Sella.
• Event boost: promotes a specific event to the top of the Events page, search and homepage.

Open the ad, event or the Boost Plans page, choose what you want, and pay with M-Pesa — you'll get an STK prompt on your phone. The moment payment is confirmed, the promotion activates automatically and you get an SMS + email receipt. No waiting for manual approval.

Yes. While your plan is active, every existing ad and every new ad you post is boosted automatically at your tier. When the plan period ends, the boost simply stops — nothing to cancel.

Use a clear main photo, a specific title, a realistic price, the right category and an honest description, and reply fast. Misleading titles or poor photos reduce clicks no matter how much you spend.

If you have several ads, a Boost Plan is usually better value because it covers them all at once. If you just want to push one specific ad or event, use Sponsored, Featured or Event boost.

It's a trust badge shown on all your listings and search cards. Verified sellers look more trustworthy, get more enquiries, and stand out from unverified sellers. Apply on the Get verified page.

Open Get verified, pay the one-off fee with M-Pesa, and our team reviews and activates your badge after payment. Use accurate account details to avoid delays.

Paid features (promotions, verification, event tickets, top-ups) are paid by M-Pesa. You receive an STK prompt, enter your PIN, and the service activates automatically once Safaricom confirms. Every payment sends an SMS and email receipt and appears in Wallet & Payments.

Your Sella Wallet holds Credits (1 Credit = KSh 1) that you top up via M-Pesa and use to pay for promotions without entering M-Pesa each time. Top-ups are credited automatically once M-Pesa confirms.

Open Revenue, enter an amount (min KSh 100) and request a withdrawal to your registered M-Pesa number or bank. For your security you confirm with a code sent to your registered number, then our team processes the payout within 1–2 business days.

Everything is in Wallet & Payments — promotions, verifications, top-ups and their status — and a receipt is emailed after each successful payment.

Avoid full advance payments to sellers you don't know. Inspect the item first, meet in a safe public place where possible, and pay only when you're satisfied. Never pay a "deposit" just to hold an item.

Deal locally when you can, inspect before paying, be wary of prices that seem too good, never share OTPs or passwords, don't let anyone rush you off-platform, verify the seller's details, and report anything suspicious with Report. See category-specific tips on the Safety tips page.

Check the seller's profile, badge and feedback, ask for recent photos or a short video, confirm the exact specifications, and inspect the item before paying in full. Use in-app chat so there's a record of what was agreed.

Sella connects buyers and sellers — for most listings, the buyer and seller arrange delivery or meet-up directly. Sella doesn't hold your money or act as a courier for ordinary ads, so always agree the details and inspect before paying.

Before any payment, agree on the location, who delivers, the delivery fee, the timing, and how the item will be inspected on handover. For higher-value items, prefer to meet in a safe public place and inspect first. Keep the conversation in in-app chat for a record.

Cash or M-Pesa on collection — paying once you have inspected the item — is generally safer than paying fully in advance to an unknown seller. Be cautious of anyone who refuses inspection or insists on full payment before you see the item.

Open the event from Events & tickets, choose your ticket type and quantity, enter your details and pay with M-Pesa. Your ticket codes are emailed and shown on your ticket page once payment confirms.

Where the organiser allows it, you can reserve tickets with a deposit and pay the balance over time. The tickets are issued once the plan is fully paid.

Go to My events → Create an event, add the details, banner and ticket types. From there you can view sales stats, check guests in at the gate, and boost the event to feature it on the Events page, search and homepage.

Open a listing and tap Show number (you'll need a free account) or start an in-app chat. You can also request a call-back or make an offer where the seller has enabled it.

All your chats are in Messages. Keeping the conversation on Sella gives you a record of what was agreed — useful if there's ever a dispute.

Feedback is a buyer's public review (rating + comment) of a seller after dealing with them. It helps other buyers judge a seller's reliability and encourages good service across Sella.

Open the seller's store/listing page and leave a star rating and an honest comment based on your real experience. Reviews may be moderated before showing.

Yes — we may remove abuse, fake reviews, personal data, threats or spam. Honest, relevant feedback stays visible.

First respond professionally and try to resolve it with the buyer. If the review is fake, abusive or breaks the rules, report it to admin@sella.co.ke with details and we'll review it.

Open the Jobs category, filter by role, location or type, read the details carefully and apply through the listed method. Never pay a "registration", "training" or "placement" fee — genuine employers don't charge to hire you.

Post a clear job ad with the title, location, responsibilities, requirements, salary range and how to apply. Respond quickly, shortlist qualified applicants, and verify documents before hiring.

Go to Settings. Your full name is editable directly. Changing your display name, email, phone or password needs a quick confirmation code (by email or SMS) for your security — your phone and email are always shown masked.

Use the Unsubscribe link at the bottom of any newsletter email, or adjust your preferences in Settings.

Email admin@sella.co.ke from your registered address, or see our data deletion page. Removing your account also removes your active listings.