Help & FAQ
Answers to the questions buyers and sellers ask most often.
How do I buy something?
Browse, open a listing, and tap Buy now. Pay with mobile money. The courier picks up the item from the seller and delivers it to you. Confirm delivery in TENA to release the payment.
How do I sell something?
Verify your identity (KYC), then tap Sell. Take photos with the TENA camera, set a price, and submit. When a buyer pays, the courier collects the item from you.
What is KYC and why do I need it?
KYC means identity verification. We need a photo of your National ID and a live selfie before you can sell. This keeps the marketplace safe and is required by Rwandan law.
How does payment work?
When you buy, your money is held safely by TENA. The seller only receives it after you confirm the item arrived. If something goes wrong, contact us before confirming.
How does delivery work?
A trusted courier collects the item from the seller and brings it to your address. You will get an SMS and an in-app notification at each step.
Can I message the seller?
For some categories like cars and large furniture, yes. The in-app chat blocks phone numbers and links so the deal stays on TENA where you are protected.
What if something goes wrong?
Do not confirm delivery if the item is missing, broken, or different from the listing. Use Report on the listing or reach us through the contact form below.
Still need help?
Email support@tena.rw and we will get back to you within one business day.