How to reach support
Your platform settings page shows the live contact details for the Shelta Asset support team. Log in to app.sheltaasset.com, go to Settings, and you will see the current phone number, email address, and WhatsApp number under the support section.Phone
Call the Shelta Asset support line directly for urgent questions or issues that need immediate attention.
Send a detailed message to the support email address. Include your landlord account details and any relevant transaction references so the team can help you faster.
Message the support WhatsApp number for a quick back-and-forth. This is a good channel for follow-ups on existing issues.
In-app FAQs
The Settings section of your dashboard also contains a curated set of FAQs tailored to investors. Check there first — your question may already be answered.
Support contact details (phone, email, and WhatsApp) are shown in your dashboard under Settings. They are personalised to your region and may be updated from time to time, so always check the dashboard for the latest information rather than relying on a saved contact.
What the support team can help with
KYC verification issues
KYC verification issues
If your KYC submission is taking longer than expected, was rejected, or you need to correct information you submitted, contact support. The team can:
- Confirm the current status of your KYC review
- Explain the reason for a rejection and guide you through resubmission
- Help you upload or update identity documents
- Escalate your review if it has been pending for more than 3 business days
Payment problems
Payment problems
If you experience any of the following, contact support and include your Paystack reference (found in your Payments history):
- A payment is stuck on
PENDINGfor more than a few minutes - Your bank account was debited but the payment shows as
FAILED - A
SUCCESSpayment has not resulted in an equity position appearing in your portfolio - You were charged multiple times for a single investment attempt
Disbursement queries
Disbursement queries
If you have questions about a rental income disbursement — such as why an amount is lower than expected, when a pending disbursement will be paid, or how the management fee was applied — contact support.When reaching out, include:
- The name or asset code of the property
- The disbursement period in question (e.g. March 2025)
- Your Shelta Asset investor (landlord) code, visible in your dashboard
Equity and portfolio questions
Equity and portfolio questions
The support team can help you understand your equity position, including:
- How your equity stake percentage is calculated
- What the lock period means and when yours ends
- How to list your equity for sale on the secondary market after the lock period
- Why a property shows a different equity availability than expected
Account and profile updates
Account and profile updates
For changes to your personal details, payout schedule, or account settings, contact support. Some updates — such as changes to your registered name or bank details — may require additional verification for security purposes.
Before you contact support
Check the FAQs in your dashboard
Go to Settings in your investor dashboard. The FAQ section there is grouped by topic and covers the most common investor questions. Your answer may already be there.
Gather the relevant details
Before reaching out, have the following ready:
- Your registered email address
- Your landlord code (shown on your dashboard overview)
- The asset name or asset code if your question relates to a specific property
- Your Paystack reference if your question is about a payment
Frequently asked questions
The FAQs below represent common topics. Your dashboard’s Settings > FAQ section may contain additional questions and answers specific to your investor profile.How long does KYC review take?
How long does KYC review take?
KYC submissions are reviewed within 2–3 business days. You will receive an email once a decision has been made. If you have not heard back after 3 business days, contact support and quote your registered email address.
When are disbursements paid?
When are disbursements paid?
Disbursements are scheduled based on your payout schedule (monthly, quarterly, bi-annually, or annually) and are subject to the property having an active tenancy and rent collected for the period. You can see your next expected disbursement on your dashboard overview and the detailed history within each equity position.
What is the management fee and how does it affect my earnings?
What is the management fee and how does it affect my earnings?
Shelta Asset deducts a management fee from the gross rent collected for each property before distributing income to investors. Your share of the net rent is calculated proportionally based on your equity stake. The fee rate is visible on your portfolio and within each equity position detail page.
I signed my Power of Attorney but haven't received confirmation. What should I do?
I signed my Power of Attorney but haven't received confirmation. What should I do?
After signing your investment agreement, you should receive a confirmation email and your signed document will appear in the Documents section of your dashboard. If neither appears within 10 minutes of signing, contact support with the asset name and the email address you used to sign.
How do I update my payout schedule?
How do I update my payout schedule?
You can request a change to your payout schedule (monthly, quarterly, bi-annually, or annually) through your account settings. Contact support if you need assistance making this change.
What happens if a property does not find a tenant?
What happens if a property does not find a tenant?
Disbursements are only generated when rent is collected from an active tenancy. If a property does not have an active tenant for a given period, no disbursement is recorded for that period. Shelta Asset actively manages tenant placement to minimise vacancy periods.