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The Shelta Asset support team is here to help — whether you have a question about your investment, need help with a payment, or want to follow up on your KYC application. This page explains how to reach the team, which channel works best for different situations, and what information to have ready before you get in touch.
Exact contact details — phone number, email address, and WhatsApp number — are shown inside the app under the Support section of your dashboard. Log in to find your personalised contact information.

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Contact channels

WhatsApp

Best for: Quick questions, status updates, general queries.WhatsApp is the fastest way to get a short answer. Use it if you want to check on your KYC status, ask a quick question about your dashboard, or confirm a payment reference. Responses are typically within a few hours during business hours.

Email

Best for: Formal requests, document submission, detailed complaints, or anything that needs a written record.Email is ideal when your query involves documents, contract questions, a formal dispute, or something that requires a detailed written response from the team. You can expect a reply within 1–2 business days.

Phone

Best for: Urgent matters that need immediate attention.If something is time-sensitive — such as a payment that has not been confirmed, or a maintenance emergency at your rental property — calling the support line is the quickest way to speak to someone directly. Phone support is available during business hours (Monday to Friday, 9am–5pm WAT).

In-app Support section

Best for: Finding contact details, reading FAQs, checking your account codes.The Support section of your dashboard is the central hub for help. It shows the current support phone number, email, and WhatsApp contact — along with frequently asked questions.

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Before you reach out

Having the right information ready will help the support team resolve your issue as quickly as possible.
1

Find your account code

Your Landlord Code (if you are an landlord) or Tenant Code (if you are a tenant) is displayed at the top of your dashboard overview. Share this with the support team at the start of your message so they can locate your account immediately.
2

Note the Asset Code (if relevant)

If your query is about a specific property — an ownership, a rental, a maintenance request — have the Asset Code ready. It looks like SRA-001 and is shown on all property-related pages in your dashboard.
3

Note your payment reference (if relevant)

If you are following up on a payment, find the Paystack reference number in your payment history. It starts with SRA-INV- for equity purchases or SRA-TEN- for tenant payments. This allows the team to trace the transaction immediately.
4

Describe the issue clearly

A clear, specific description gets you a faster, more accurate response. Include: what you were trying to do, what happened, any error messages you saw, and when it occurred.

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Response time expectations

ChannelTypical Response Time
WhatsAppA few hours during business hours
Email1–2 business days
PhoneImmediate during business hours
For the fastest resolution, start with WhatsApp for simple queries or phone for urgent issues. Reserve email for anything that requires documentation or a formal written response.
If you are following up on a KYC application, the team reviews submissions within 2–3 business days. You will receive an email notification once a decision has been made. If you have not heard back after 3 business days, reach out via WhatsApp or email with your full name and the email address registered to your account.
The Shelta Asset team will never ask for your account password or your full card number over any support channel. If you receive a message claiming to be from Shelta Asset and asking for this information, do not respond — contact the official support number shown in your app immediately.