FAQ
How do I get started?
To be able to use the KTNEX app both riders and drivers need a smartphone, an email address, and a registered phone number.
Both apps available from your Play store or App store.
We proudly offer 4 services in one App!
Riders or Couriers, download the KTNEX Drivers app.
Users or Riders down KTNEX app.
Signup using your personal details.
You will receive a one-off confirmation code via SMS.
Enter the code to activate your account.
That’s it for users. Drivers or Couriers will need to upload a few documents. We check your documents against the records on the NTSA portal. If all documents are in order, we approve and activate your account within 24 hours.
How do I book my ride?
Open the service app on your Smartphone.
Enable your location. To do that go to your phone settings.
Once your location is on, you are automatically located via GPS. The ‘App Radar’ function shows you all available drivers nearby.
You confirm your location with your first click.
To make a booking you need to pick your ride; small and cheaper car (KTNEX EC), Elegant (larger and slightly more expensive) or Boda (Kenya only). The cost of your ride will automatically show just under the image.
In ‘Booking Overview’, you can change your pick-up address manually and, if required, enter a destination. You can also specify your individual booking options here.
Confirm your address selection and your options, and you book your ride.
Your driver is displayed with photograph, name, rating, estimated time of arrival and remaining distance.
How do I order my a meal or groceries?
Open the service app on your Smartphone.
Enable your location. To do that go to your phone settings.
Once your location is on, you are automatically located via GPS. The ‘App Radar’ function shows you all available restaurants, shops, or supermarkets nearby. Pick the available services as you wish.
You need to confirm your location and destination address.
You can also specify your individual booking and delivery options here.
Confirm your address selection and your options, and make your order.
The restaurant or supermarket will automatically receive and confirm your order together with the estimated delivery time.
Next, the KTNEX courier will deliver your order timely.
Do I lose my booking request if I close the app?
No, the booking or food order continues even if you close the app. A push message is sent just before the driver arrives. If you leave the app open, you can track the driver’s arrival live on the map.
How do I pay for my food or grocery order?
Paying for your order is easy.
1. Pay using a credit or debit card. Simply save the payment method of your choice for future orders. Or go cashless by adding money to your unique wallet on the app. The cashless or cardless payment method is by far the most popular method.
2. Pay using your mobile money. This service is enabled in countries that support mobile money.
After successful verification, you receive a message informing you of the successful transaction.
Your payment receipt is then emailed to you.
You can view all your past orders on your dashboard.
How do I pay for my ride?
Paying for your ride is easy. There are 3 payment options available:
1. Pay using a credit or debit card. Simply save the payment method of your choice for future rides. Or go cashless by adding money to your unique wallet on the app. The cashless or cardless payment method is by far the most popular.
2. Pay using your mobile money. This service is enabled in countries that support mobile money such as Kenya.
3. Pay cash directly to the driver.
After the trip, a screen with a payment amount is shown. You then verify your payment details and decide whether you wish to add a tip. You can also enter a voucher code.
If you have money in your wallet, tap on the wallet from your dashboard, then transfer and pick driver option. Ask and enter the driver phone number and verify driver details before making payment.
After successful verification, you receive a message informing you of the successful transaction. Your payment receipt is then emailed to you. You can view all your past rides on your dashboard.
Do I need to give the driver a tip after a ride?
Giving the driver a tip at the end of your trip is entirely optional.
A tip is an appreciation of the driver service and the amount you give is up to you.
Our drivers are professional. A tip will greatly supplement their earnings and we highly appreciate your support.
Before you give a tip here are some considerations to make:
Was the driver friendly or courteous?
Was the driver driving safely?
Was the car clean and tidy?
Was the car comfortable ( was AC temperature ideal for the weather?)
Would you book this driver again?
These are important issues to consider.
I am a driver how do I pay KTNEX driver commission?
Drivers including Boda Bodas, offering ride services should pay the KTNEX commission every Monday. KTNEX commission is 7% per completed trip. There are no hidden charges. You make payment by transferring money into your wallet. We advise that you do this to avoid disruption of your services.
I want to be a Courier how do I make money?
Great question.
Bottom line, any one can make money as a courier.
You can courier using your car, a bike, motor cycle, a van or if you have none of these, you deliver on foot. Delivery on foot is limited to 2km radius from pick up point. Most young people prefer foot or bicycle delivery.
However, you need to be 18 years or older to start the courier service.
To start download the KTNEX Drivers App. Upload the required documents.
For Foot and Pushbike couriers, you need to pick Foot or Pushbike delivery as you wish in the “Vehicle type’ and “vehicle mode”. You will be required to upload your ID document again. This part can be confusing. We are happy to do the rest for you. Contact us by email.
We approve your account within 24 hours.
The shipping or delivery fees KTNEX charges to buyers or users is for the Courier. We take 30% of that fee and pay the 70% to the Courier. Here is an example. Say the user orders fast food and the delivery fee is $3.50 (if using USD), the KTNEX commission is $1.05 and the Courier is automatically paid $2.45. Your money is moved to your KTNEX app wallet. You can transfer it to your bank account when ever you want.
So how much money you earn depends on the availability of delivery jobs in your locality and how hard you want to work.
Admin, October 2022.
D&H Media Services Pty Ltd T/A KTNEX (Registered in Kenya, Australia) and in association with Focus Media Services Pty Ltd (Zimbabwe).