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Welile Account and Security

Your Welile account holds money and a record of your rent. These pages apply whether you are an agent, a tenant, a landlord or a partner.

What Welile will never ask you for​

  • Your Mobile Money PIN. Welile never needs it. It authorises money leaving your telecom wallet, and no Welile process requires it.
  • Your Welile password. Nobody but you needs it, including support.
  • A payment to release money. No approval, withdrawal or commission is unlocked by paying somebody.
  • A code to "release" or "unlock" funds. That is not how any Welile code works.

If a caller, a message or a person in front of you asks for any of these, they are not from Welile. Stop, and contact support on the numbers below.

Welile's chat assistant​

Welile has an assistant you can chat to on this Help Center and on the main platform. It answers general questions about how Welile works and points you to the right page or registration form.

It is worth knowing what it does and does not do, because scams imitate support channels.

  • It will never ask for your Mobile Money PIN, your Welile password, a one-time code, your bank details or your National ID number. Nothing it legitimately does needs any of them. The same rule as above applies: anything asking for these is not Welile.
  • It cannot see your account. It does not know your balance, your repayments or the stage of your rent request, and it cannot change anything on your account.
  • Money questions go to a person. Payments, withdrawals, a transaction that did not go through, a commission you are owed, or any complaint is passed to Welile's human support team rather than answered by the assistant. See how to make a complaint.
  • It may ask for your name and phone number so the team can follow you up. You can say no and still get help with your question.

If you would rather deal with a person from the start, use the support contacts at the bottom of any page.

Which codes are private and which are not​

Welile uses several short codes, and they are not the same thing. Mixing them up is what scams rely on.

  • A code sent to your own phone confirms that the phone is yours — signing in, verifying a payout number, or consenting to a National ID link. It is yours alone.
  • A payment code confirms a payment. A tenant gives one to their agent; a landlord reads one out after being paid.

Which is which, and what each one confirms, is in payment codes explained.

One account per person​

One National ID belongs to one Welile account, and one person should hold one account.

A second account does not solve a problem — it puts both accounts under review and can hold up withdrawals on each. If you are locked out, contact support instead of registering again.

See National ID verification, and, for sub-agents without a card of their own, parent-agent ID linking.

If your account is open somewhere else​

Agents see a warning when their account is signed in on another phone. If you did not sign in elsewhere, treat it seriously: contact support straight away rather than waiting to see what happens.

Keeping your details right​

The phone number on your account is how Welile reaches you, and where your codes go. Keep it current, and keep the line itself — a number you have stopped using is a number somebody else will eventually be given.

For withdrawals, the payout number has to be registered in your own legal name. See withdraw your money.

More account guidance is coming

Sign-in problems are covered in if you cannot sign in. Detailed phone-change and PIN procedures are not published here yet — for anything specific to your own account, contact support rather than following guidance written for a different platform.

Still need help?​

Contact Welile Support on WhatsApp at +256 777 607640, call +256 748 747134, or email info@welile.com.

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