Submit a complaint
Email the support address published on this website with your name, contact details, transaction reference where relevant, a clear description, the outcome you seek and supporting documents. Do not send passwords, PINs, one-time codes or full payment credentials.
Acknowledgement and investigation
SM SARL will acknowledge and investigate a complaint using the information available from you and relevant providers. Target acknowledgement: within five (5) business days. Target reasoned response: within thirty (30) calendar days, extendable when partner investigation or file complexity requires it, with notice to you.
Escalation and accessibility
If you disagree with the response, ask for escalation and explain why. You may then pursue mediation or the competent courts of Douala, Cameroon, and, for personal-data matters, the Personal Data Protection Authority under Law No. 2024/017 once operational. Tell support if you need an accessible communication format.