How To Identify and Resolve Member Errors on The Connect APP

Created by Nicola Njagi, Modified on Thu, 13 Jun at 11:38 AM by Nicola Njagi

It is pivotal for members to successfully sign up for their Connect accounts via the USSD (*341#) or via the Kwara Connect App to access various mobile banking services. However, at times, members encounter various challenges that are an impediment to them successfully signing up to their accounts. This article will guide you on how you can identify the cause of the problem and how you can resolve it on your end.

Problem 1: Blocked PIN

Cause: This problem is caused when a member attempts to key in the wrong PIN multiple times, after the third attempt, their account is blocked.

The SACCO admin can Unblock the member on Core, after which the member will receive an OTP that they will use to reset their password. An article on how to unblock a member can be found here. How to unblock a member on Core

Problem 2: Error 404

Cause: The problem is caused when the DOCUMENT Type is not correctly populated on Mambu.For example, the admin has typed it as ID, nationally, copy e.t.c

Solution:  For National IDs, the document type should be NATIONAL whereas if the document provided is the Passport, the type should be PASSPORT.Kindly note that the document type is case sensitive and should always be in CAPS.

Problem 3: User cannot be found in the SACCO files

Cause: This error is caused when the member's details (KYC) information is not populated correctly or is missing. This relates to the phone number and Identification details (ID number and passport number)

Solution: Confirm that the member's details are added correctly, the phone number should be in the +254 format. That is the member's phone number should be added as +254711223344 and not 0711223344. 

For the identification details, ensure the document type is populated correctly, either as NATIONAL or PASSPORT.The ID number should also be correct.


If a member encounters an issue that does not fall in the above categories, write to us via and we will gladly help you.

You can also skim through the various helpdesk articles here to read more on various member management functions.

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select at least one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article