Help
Need help with facinated?
Most questions are answered below. If not, message us and we'll get back to you.
Getting a fast, useful reply
- Say what you expected to happen, and what happened instead.
- If it's about an order, include the tracking link.
- A screenshot saves a lot of back-and-forth — attach one if you can.
- Let us know what device/browser you were using, if it seems relevant.
Frequently asked
Where's my order?
Every order gets a tracking link when it's placed — check your email or texts for it. It shows the current status and updates automatically as the vendor moves it along.
How do I pay for my order?
Once a vendor confirms your order, your tracking link unlocks a payment page showing their accepted Mobile Money and bank options — no separate app or account needed.
Can I change or cancel an order?
Message the vendor directly — most stores show a WhatsApp or contact option on their storefront. If they've already confirmed changes, you'll see them reflected on your tracking link.
I'm a vendor and something's broken in my dashboard.
Tell us exactly what you were doing when it happened, and include a screenshot if you can — that's the single most useful thing you can send us.
Is my payment information safe?
Not yet — Selltns doesn't process or store payment details today. You pay vendors directly via their own Mobile Money or bank details, shown on their payment page. Only send money if you're confident you know who you're dealing with, and always confirm the recipient name matches the store first — look for a Verified badge as an extra signal of trust.
Still stuck?
Message us on WhatsApp.
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