FAQ
Questions.
Where do my shillings go?
When you cash out, the merchant sends your shillings to the M-Pesa or bank account you choose for the order. They go account to account; Sargo never holds them. Check your balance, and confirm only when the money has arrived. Escrow then releases the crypto to the merchant.
Do I need a new wallet?
Not if you already have a self-hosted wallet: use that. If your crypto is on an exchange account, move it to a wallet you control first. Connecting a wallet does not give Sargo your private key. We never ask for your recovery phrase, private key, PIN or banking password. Start with the crypto you hold. If a conversion is needed, it happens before the lock, and you review the order before you confirm.
What will my conversion cost?
You pay the fee, and it is shown before you confirm. When you cash out, it is added to the crypto you send. When you cash in, it comes out of the crypto you receive. Merchants independently set their own rates. Sargo does not set the rate or take a spread. Payment-provider, network and conversion-route charges may also apply. See fees and payment instructions.
Can I buy crypto with KES too?
Yes. That is cash in. Say what you want to pay in shillings and pick a merchant’s offer. The merchant locks the crypto first. Then you pay their M-Pesa or bank account; they confirm, and it releases to you.
Can I use Sargo for my business?
Write to support@sargo.io about your business requirements. Identity verification applies to every account, and your order limits depend on your verification level.
Who sets the merchant’s rate?
Merchants independently set their own rates. Sargo does not set the rate or take a spread. Sargo does not promise order flow or merchant earnings.
What do I need to be a merchant?
Merchant onboarding requires identity verification, a supported settlement balance and a supported payment account in your own name. Read the merchant guide, then start in the app.
What if the customer never confirms?
Once the order’s deadline passes you can raise a dispute and prove your payment from your bank’s records, using Sargo Verifier. The crypto stays in escrow until it’s settled.
What if the merchant doesn’t pay?
Don’t confirm. Once the order’s deadline passes you can raise a dispute. The merchant must prove the payment with their bank’s records, and the crypto stays in escrow until then.
Who is Sargo?
Sargo Ltd, a company registered in England and Wales (no. 15206415).
What if a payment is disputed?
Disputes are settled by merchant proof. The merchant proves the payment from their own bank’s records, using Sargo Verifier, and the crypto stays in escrow until it’s settled. The proof is tied to the order. Keep your order details and payment records, and never confirm on the strength of a payment screenshot alone.
