Support Centre
Find answers to common questions below. Can't find what you're looking for? Send us a message.
Frequently Asked Questions
How do I start my free trial?
Go to the sign-up page and create your organisation account. No credit card is required. Your 14-day free trial starts immediately with full access to all features.
What happens after my trial ends?
After your 14-day trial, your account will require a paid subscription at KES 2,700/month per branch to continue. You will receive an email reminder before your trial expires.
How do I add more branches?
Additional branches can be added from the Settings page inside your account. Each additional branch is billed at the same monthly rate as your first branch.
How does the KYC compliance feature work?
FX Nairobi automatically flags transactions that exceed the CBK KYC threshold. Staff are prompted to capture the customer's ID type, ID number, and other required information before the transaction can be completed.
Can I export my data?
Yes. Transaction reports, P&L summaries, and CBK compliance exports are available as PDF downloads from the Reports section. You can also request a full data export by contacting support.
Does FX Nairobi work on mobile?
Yes. FX Nairobi is a Progressive Web App (PWA) and can be installed on any smartphone or tablet. It is optimised for counter staff using mobile devices and works even with intermittent internet connectivity.
How do I reset a staff member's password?
As an Org Admin, you can reset staff passwords from the Settings → Staff Management section. Staff can also use the "Forgot Password" link on the login page.
Is my data safe?
Yes. All data is encrypted at rest and in transit using industry-standard TLS/SSL. We apply strict access controls and do not share your data with third parties. See our Privacy Policy for full details.
How do I cancel my subscription?
You can cancel by contacting us at support@fxnairobi.com. Your account will remain active until the end of the current billing period. Transaction data is retained for 7 years as required by CBK regulations.
What currencies are supported?
FX Nairobi supports USD, EUR, GBP, and ETB traded against KES, as well as common cross-currency pairs. If you need a currency pair not currently listed, contact us.