I was charged twice for one trip · Ryde Help

What happened?

Double charges can happen when an STK push is retried during a busy period. If it does, the most important thing is simple:

Do not pay again while waiting. Paying a second time creates a third charge that takes longer to sort out.

How to get it reversed

Coming soon. A self-service "Payment issue" option on each trip is part of the Ryde app build. For now, reach our team and we will sort out the reversal for you.

Send us the M-Pesa SMS confirmation code (format AB1234X5Y6) for the duplicate payment, via in-app chat, [email protected], or WhatsApp. We match the code to your trip and reverse the duplicate. No screenshots needed.

If you do not have the SMS, dial *334# and choose My account > Mini statement to find the transaction reference, and send us that.

Why does this happen?

Safaricom STK push can time out during a busy period. If the Ryde app does not receive a payment confirmation within the timeout window, the request can be retried, which occasionally results in a duplicate charge.