Clear answers before you borrow, repay or share data.
Start here for the most common questions about Stelo. Account-specific eligibility, pricing and loan decisions remain available only inside the authenticated product.
Does creating a Stelo account guarantee a loan?
No. Registration creates an account and allows Stelo to build or update your profile. Eligibility and each loan decision remain subject to affordability, current exposure, verification and applicable risk controls.
What is the Stelo Credit Profile?
It is the financial assessment context Stelo uses to organise relevant signals such as income and cash-flow context, recurring obligations, liabilities, repayment behaviour, verification confidence and current exposure.
What does my credit limit mean?
Your effective credit limit is a hard ceiling on borrowing capacity at that point in time. It is not a recommendation to borrow the full amount and it can change after later reviews.
Why can I see a product that I cannot select?
The catalogue can show product tiers publicly while your account only unlocks options supported by your current eligibility and effective limit.
Does being referred, guaranteed or connected through a trust route guarantee approval?
No. Trust-based relationships can add relevant context, but they do not override your own profile, affordability, exposure or the final loan decision.
How are approved loans sent?
Stelo is designed to disburse approved loans through M-Pesa B2C. An approved state and a successful disbursement result are separate events.
How do repayments work?
Repayments use M-Pesa, including STK Push where available. A prompt being sent or a payment being initiated is not treated as successful until the authoritative payment result is confirmed.
Does Stelo upload my full M-Pesa SMS history?
For consent-led Android analysis, Stelo is designed to process relevant transaction messages locally and send derived financial aggregates for assessment rather than using raw message history as the credit-analysis payload.
Will repaying one loan automatically increase my limit?
No. Positive repayment history can contribute to later reviews, but future limits depend on the whole current profile and are not guaranteed to increase.
What information should I review before accepting credit?
Review the amount, term, applicable charges, total repayment obligation, due date, repayment method and any additional terms shown in the authenticated quote or credit agreement.
How do I ask for help or make a complaint?
Use the Help Center or email support@stelo.co.ke. For a complaint, include enough account and transaction context to investigate, but never send your password or one-time code.
How can I request account deletion?
Use an in-app deletion control where available, or follow the Account Deletion page to submit a verified request. Some financial, security and legal records may need to be retained even after account access is closed.
Use support for information that depends on your account.
Public FAQs cannot determine whether a particular customer qualifies, what their exact charges are or why a specific request changed state.
Contact Stelo