9Ubet Kenya customer support

Reset password using "Forgot Password" link on login page. Code sends to your registered phone number within 60 seconds. Still locked out? Account might be suspended for verification—contact live chat with your ID number for immediate resolution.

Contact support via live chat or phone with your current number, new number, and National ID photo. Verification takes 15-30 minutes. Cannot change phone yourself for security—prevents account hijacking. New number must be registered in your name.

Usually due to pending KYC verification or suspicious activity flagged by system. Upload clear National ID photo through account settings. Most suspensions lift within 4-6 hours after verification. Serious violations (bonus abuse, multiple accounts) may result permanent ban.

Check M-Pesa confirmation message—note transaction ID. Most deposits appear within 90 seconds. Still missing after 5 minutes? Contact live chat with M-Pesa code. They'll trace payment and manually credit your account, usually within 10 minutes of reporting.

M-Pesa withdrawals process 2-6 hours weekdays. Tuesday-Wednesday afternoons fastest (2-3 hours). Weekend requests take up to 8 hours. Over 24 hours and nothing? Contact support with withdrawal request ID—they'll expedite or investigate if payment got stuck.

KES 200 minimum for M-Pesa withdrawals. Balance below that? Keep betting until you hit KES 200 or deposit more. No maximum per transaction (platform cap is KES 500,000), but M-Pesa has daily limits—KES 150,000 for regular accounts, KES 500,000 for business till.

Check official match result first—sometimes score aggregates differ from what you remember. Still think it's wrong? Screenshot bet slip and result, send to support with bet ID. They'll review within 30 minutes. Genuine errors get corrected and winnings credited immediately.

Cash-out temporarily unavailable during goals, penalties, red cards, or final minutes when odds swing wildly. Wait 30-60 seconds and try again. Some markets don't offer cash-out at all—check bet slip before placing. Once match ends, cash-out closes permanently.

Match postponed, cancelled, or suspended bets void automatically and stakes refund. Check bet history under "My Bets" section—status shows as "Void" with refund timestamp. Funds return to balance instantly when bet voids, available for new wagers immediately.

Clear browser cache and cookies. Still broken? Try different browser or switch from WiFi to mobile data. Works on data but not WiFi? Your router might be blocking gambling sites—common with Safaricom Home Fiber. Use mobile app or VPN as workaround.

Update to latest version from App Store/Google Play. Still crashing? Clear app cache in phone settings, restart device. Persistent issues? Uninstall and reinstall app—your bets and balance stay safe on servers. Contact support if crashes continue after fresh install.

Check internet connection—slots and live dealer need stable connection. Close other apps eating bandwidth. Game loads but screen blank? Try different game from same provider to test if it's game-specific or provider-wide issue. Report persistent problems to live chat.