Support & Help
Thursday, March 13, 2025 | 10:45 AM
Live Chat Support
Get instant help from our support agents. Our team is available to assist you with any questions or issues.
Help Center & FAQs
Find answers to common questions and learn how to use Safiri by Citrus features effectively.
Popular Searches:
Getting Started
Learn the basics of using the Safiri app and set up your account.
View ArticlesAccount Management
Manage your profile, payment methods, and account settings.
View ArticlesTransport Tracking
Learn how to track your child's bus and get real-time updates.
View ArticlesPayments & Billing
Understand billing cycles, payment options, and subscription management.
View ArticlesTechnical Issues
Troubleshoot common problems and find technical solutions.
View ArticlesInteractive Guides & Tutorials
Getting Started with Safiri
A complete walkthrough of all essential features.
5:32How to Track Your Child's Bus
Learn to use the real-time tracking features.
3:45Setting Up Payment Methods
Step-by-step guide to manage your payments.
4:10Self-Help Tools
Troubleshooting Wizard
Solve common problems with our interactive troubleshooter.
Account Diagnostics
Check your account health and fix potential issues.
Connectivity Checker
Test your connection to Safiri servers.
Submit Support Ticket
Need more detailed help? Submit a support ticket and our team will assist you.
Your Support Tickets
Billing Inquiry - March Subscription
Ticket #SFR-23940 | Submitted on Mar 10, 2025
App Notification Issues
Ticket #SFR-23842 | Submitted on Mar 05, 2025
Account Verification Problem
Ticket #SFR-22981 | Submitted on Feb 15, 2025
Student Profile Update Request
Ticket #SFR-22687 | Submitted on Feb 02, 2025
Contact Information
Multiple ways to get in touch with our support team.
Phone Support
Customer Service: +254 700 123 456
Technical Support: +254 700 456 789
Billing Department: +254 700 789 123
Hours: Monday-Friday, 8AM - 8PM
Saturday, 9AM - 5PM
Email Support
General Inquiries: support@safiri.citruslabs.co.ke
Technical Support: techsupport@safiri.citruslabs.co.ke
Billing Department: billing@safiri.citruslabs.co.ke
Feedback: feedback@safiri.citruslabs.co.ke
Response Time: Within 24 hours
Social Media
Social Media Support: Monday-Friday, 9AM - 6PM
Office Locations
Headquarters
Citrus House
Ngong Road, Nairobi
Kenya
Regional Office
Citrus Center
Mombasa Road
Mombasa, Kenya
Office Hours: Monday-Friday, 8AM - 5PM
Knowledge Base
Comprehensive guides and resources to help you make the most of Safiri by Citrus.
User Guides
Complete Guide to Safiri by Citrus
A comprehensive overview of all features and functionalities of the Safiri platform.
Setting Up Your Account
Learn how to set up and manage your Safiri account, including adding payment methods and managing preferences.
Transport Tracking Features
Detailed explanation of all transport tracking features, including real-time location, estimated arrival times, and notifications.
Student Management Guide
How to add, edit, and manage student profiles, including setting up pickups and drop-offs.
Payment and Subscription Management
Understanding billing cycles, payment options, and how to manage your transport subscription.
Recent Updates
Real-time Chat with Drivers
Now you can chat directly with your child's bus driver through the app during active trips.
Released: Mar 12, 2025Location Accuracy Enhancement
We've improved the accuracy of our GPS tracking system for more precise bus location updates.
Released: Mar 5, 2025Notification Delay Issue
Fixed an issue where some parents were experiencing delays in receiving arrival notifications.
Released: Feb 28, 2025Service Status
Current System Status
Feedback & Suggestions
We value your input! Help us improve Safiri by Citrus by sharing your thoughts and ideas.
App Feedback
Feature Requests
Service Quality Feedback
Community Support
Connect with other Safiri users, share experiences, and find solutions from the community.
General Discussion
Welcome to the Safiri by Citrus Community!
New to the community? Start here for guidelines and introductions.
Tips for dealing with traffic delays
Share your strategies for managing morning routines when there are traffic delays.
Recommended items for school transportation
What items do you make sure your child always has for the bus journey?
How reliable is the ETA feature for you?
Discussion about the accuracy of estimated arrival times in the app.
Ride verification feature request discussion
What improvements would you like to see in the ride verification process?
Community-Generated FAQs
How do I set up notifications for only certain children?
You can customize notifications for each child separately by going to Student Management > [Child's Name] > Notification Preferences. From there, you can select which types of notifications you want to receive for that specific child.
What's the best way to communicate with drivers?
The most effective way to communicate with drivers is through the Communication Center > Direct Message feature. Drivers can only read and respond to messages when the vehicle is not in motion for safety reasons. For urgent matters during transit, contact the support team who can relay critical information.
How far in advance can you change a pickup/drop-off location?
For temporary changes, you can update pickup/drop-off locations up to 1 hour before the scheduled time. For permanent changes, it's recommended to make updates at least 24 hours in advance to ensure route optimization. Emergency changes can be made by directly contacting support.