Payments and KYC

How money moves in and out of your Triply wallet.

This guide covers how you get paid on Triply, how your wallet holds those earnings, and how to withdraw them.

How do customers pay me through Triply?

Customers can pay through a payment link, a checkout link, or directly against an invoice you've raised for their trip. Depending on what you've enabled, they can pay by card, M-Pesa, or bank transfer. Once the payment is confirmed, the funds are credited to your business wallet.

What is a wallet, and where does the money go after a customer pays?

Every business on Triply has a wallet that holds your earnings from completed bookings. When a customer's payment is confirmed, the amount lands in your wallet as available balance, ready to withdraw whenever you choose.

What currencies can my wallet hold?

Your wallet can hold balances in KES, USD, EUR, and GBP at the same time. Each currency is tracked separately, so a booking paid in USD adds to your USD balance rather than being automatically converted.

Can a customer pay an invoice in instalments?

Yes. An invoice tracks the total due and the balance remaining, so a customer can make one or more partial payments against it. Your dashboard shows the percentage paid and the outstanding balance at any point in the trip.

How do I withdraw money from my wallet?

From your dashboard, choose to withdraw to either a bank account or M-Pesa (phone number, paybill, or till). Enter the amount and confirm — the funds are debited from your wallet immediately and sent to the destination you selected.

Are there fees on withdrawals?

Yes. A processing fee applies to bank and M-Pesa withdrawals, and an additional conversion fee applies if you're paying out to a currency or country different from your wallet balance. The fee is always shown before you confirm, so there are no surprises.

My withdrawal failed and said "insufficient balance" — but I have money in my wallet. What happened?

That message can come from two different places. If it appears before you confirm the withdrawal, your wallet balance is genuinely too low for the amount requested. If it appears after you've confirmed and the transaction later shows as failed, it usually means the payment provider's own account was low on funds, not yours — your money is automatically returned to your wallet, and our finance team is alerted to top it up. You can retry once you're notified it's resolved.

Why can't I withdraw right now?

A withdrawal can be held if your business account isn't active, your wallet has been temporarily locked for a security review, or you have a pending settlement that needs to clear first. Check the notice on your withdrawal screen, or contact support if the reason isn't clear.

How long does a payout take to complete?

M-Pesa withdrawals are usually near-instant. Bank withdrawals — especially to international accounts — can take longer while they move through our banking partners; the transaction stays marked "processing" until the funds land.

What happens to a payment if the customer's trip is cancelled?

Close any open payment link or checkout link tied to that trip so no further payments can be taken against it. If the customer already paid, raise a refund against the invoice for that trip rather than reversing the transaction manually — this keeps your records accurate for reconciliation.

Can I send a payout to an account in a different country or currency?

Yes. International payouts are supported through our banking partners and typically take a little longer than a local payout, since the funds are converted and routed through a cross-border transfer. You'll see the applicable exchange rate before you confirm.

Get verified so you can receive and withdraw money.

Verification confirms that you and your business are genuine before Triply moves money on your behalf. This guide explains what's required and how the process works.

What is KYC, and why do I need to complete it?

KYC ("Know Your Customer") is how we verify that you and your business are who you say you are. It's a regulatory requirement for any platform that moves money on your behalf, and it protects your wallet from fraud and unauthorised withdrawals.

What's the difference between my personal verification and my business verification?

Your personal verification confirms your own identity — that you're a real person who matches your ID. Your business verification reviews whether your business is legitimately registered and who owns and controls it. You'll typically need to complete both before your account is fully active.

What do I need to submit to verify my own identity?

A clear photo of a valid national ID or passport, plus a selfie (or short selfie video) so we can match your face to the document. This runs through a short guided flow in the app — most people complete it in a couple of minutes.

What documents does my business need to provide?

It depends on how your business is structured. A sole proprietor typically submits a business certificate and KRA PIN certificate; a registered company submits its certificate of incorporation, CR12, memorandum of association, and KRA PIN certificate; other structures have their own equivalent set. Your onboarding screen lists exactly which documents apply to you.

My business has more than one director or shareholder — do they need to submit anything?

Yes. Add each director or shareholder from the onboarding screen along with their own identity documents. We review the full ownership structure of your business, not just the person who submits the application.

What are the possible statuses for my verification?

Your submission starts as Pending while it's under review, then moves to Verified once approved, or is sent back with a reason if something needs fixing. Individual identity checks can also show as Waiting while automated checks run, or Declined if they don't pass.

My documents were declined or sent back — what do I do?

Open your onboarding record and use the reupload option against the specific document that was flagged. You don't need to resubmit your entire application — just the item in question, along with the reason we've given you.

Can I use my account before KYC is fully approved?

You can explore the dashboard and set things up, but anything involving money — receiving payments, withdrawing funds, or accepting certain bookings — is held until your verification is complete. This protects both your funds and your customers.

Why was I asked for extra documents partway through onboarding?

Every business goes through a requirements assessment based on factors like your business type and the markets you operate in. If that assessment flags something — for example, an international payout corridor — we'll ask for supporting documents specific to that before approving you.

Does KYC ever apply to my customers, not just me?

Occasionally, yes. For certain transactions — usually larger refunds or unusual payment patterns — we may need to verify the paying customer's identity before it can complete. If this applies, it will be flagged clearly on the transaction, and we'll let you know what's needed.

Still stuck? Reach out to your Triply account manager or support with the business name and, where relevant, the transaction — it helps us find the record fast.