Help Center &
Knowledge Base

GPLOAN Kenya is a regulated digital lending marketplace that connects verified borrowers with institutional-grade leaders (lenders). We provide a transparent, system-controlled environment where loan terms, interest rates, and repayment schedules are pre-defined to ensure fairness and predictability for all parties involved.

No, GPLOAN is not a bank. We are a Financial Technology (FinTech) platform that facilitates the lending process between individuals and institutions. We do not lend our own money but provide the technology, credit scoring engine, and legal framework to ensure safe transactions.

Registration is simple. Click "Get Started" or "Register," select your account type (Borrower or Leader), and fill in your basic details. You will be required to verify your phone number via SMS and upload a valid National ID for identity verification as per CBK regulations.

For initial registration, you need a valid National ID or Passport. For loan applications, additional documents such as a recent passport photo, proof of income (payslips or bank statements), and proof of residence may be required depending on the loan amount and product tier.

Creating a basic account is free. However, certain subscription tiers for Leaders or specific loan application processing fees for Borrowers may apply. All fees are clearly disclosed before you commit to any transaction.

Log in to your dashboard, go to the "Products" section, and select a loan product that suits your needs. Click "Apply Now," review the pre-filled terms, and submit your application. You will receive a notification once a leader reviews your request.

Eligibility is determined by our automated credit scoring system. Factors include your age (must be 18+), your credit history on the platform, your employment status, and your income level. New borrowers start with lower limits, which increase as you build trust through timely repayments.

Rejections can occur due to insufficient credit score, incomplete documentation, existing overdue loans, or if our fraud detection systems flag unusual activity. You can check your dashboard for specific feedback or improve your profile and reapply after 30 days.

Interest rates are not arbitrary. They are tied to your "Borrower Tier." New borrowers typically access products with standard rates (e.g., 30%). As you successfully repay loans and build your score, you unlock "Repeat" or "VIP" tiers with significantly lower rates (e.g., 20% or 15%).

Yes. Your limit is dynamic. By repaying loans on or before the due date, your internal credit score increases. Our system automatically reviews your profile every 30 days and may unlock higher loan amounts automatically.

For smaller loan amounts (e.g., under KES 5,000), a guarantor is usually not required. However, for higher-tier loans or if your credit score is borderline, the system may prompt you to add a verified guarantor to secure the facility.

Once approved by a leader and you have accepted the offer, funds are typically disbursed instantly via M-Pesa or your selected bank transfer method. In rare cases of system maintenance or bank delays, it may take up to 24 hours.

Register as a "Leader" and complete the KYC (Know Your Customer) process. This involves uploading your business registration documents, KRA PIN, and identification. Once our compliance team verifies your details, your branch will be activated.

No. To maintain transparency and fairness, all loan products (interest rates, durations, fees) are system-defined. This ensures that all borrowers are treated equally and prevents predatory lending practices.

Navigate to the "Wallet" section in your dashboard. You can top up your operational wallet via M-Pesa Paybill or Bank Transfer. These funds are used to approve and disburse loans to borrowers. You can withdraw your earnings (principal + interest) at any time.

The system automatically calculates and accrues daily late penalties. Continuous defaults lead to the borrower being blacklisted system-wide. While GPLOAN provides the platform, the lending risk lies with the Leader, though we provide collection tools and automated reminders.

Repayments are primarily collected via M-Pesa. Borrowers can pay directly to your Paybill number linked to their specific loan ID. The system automatically matches the transaction to the loan, updates the balance, and credits your wallet.

"New" loans are designed for first-time users with smaller amounts and standard rates to help them build credit. "Repeat" loans are for users with a good repayment history, offering higher amounts and lower interest rates as a reward for their trustworthiness.

Yes, most loan products include a small processing fee (often a percentage of the loan amount) or a fixed insurance fee. This fee is deducted from the disbursed amount, meaning you receive the principal minus the fee.

Repayment periods vary by product, typically ranging from 10 days to 90 days. Short-term products (10-30 days) usually have lower interest rates, while longer-term products may have slightly higher rates to cover risk over time.

Generally, our system encourages one active loan at a time to maintain manageable debt for the borrower. However, high-tier VIP users with excellent scores may qualify for multiple concurrent facilities depending on the leader's policy.

You can repay via M-Pesa using the Paybill number provided in your loan agreement. Always use the Loan ID or your Phone Number as the Account Number. You can also repay via Bank Transfer or Cash at the leader's physical branch.

Yes, early repayment is encouraged and often improves your credit score faster. Depending on the product terms, you may only be required to pay the principal plus accrued interest up to that day.

Any excess payment will be credited to your account balance. In most cases, this is not refundable to your M-Pesa but remains as a credit for future loans or can be applied to other outstanding balances if approved by support.

M-Pesa transactions can take up to 15 minutes to reflect. If it has been longer, please ensure you used the correct Account Number (Loan ID). If correct, raise a "Payment Reconciliation" dispute with your M-Pesa transaction ID, and our team will manually sync it.

Penalties are calculated daily as a fixed amount (e.g., KES 20 per day) or a percentage of the outstanding balance, depending on the product. The penalty starts accruing immediately after the due date passes the allowed grace period.

Yes, most products offer a short grace period (e.g., 1-2 days) after the due date where no penalties are charged. However, interest may continue to accrue. Check your specific loan contract for exact terms.

If a borrower defaults on a loan and fails to communicate or resolve the debt, they may be blacklisted. This prevents them from accessing future loans on the platform and may be reported to credit reference bureaus (CRBs), affecting their creditworthiness elsewhere.

Penalties are system-generated to ensure fairness. However, if you have a genuine reason for delay (e.g., hospitalization), you can open a dispute and provide evidence. The admin team may review and approve a waiver on a case-by-case basis.

Go to your active loan, click "Details," and select "Open Dispute." Select the type of dispute (e.g., "Incorrect Repayment Amount" or "Unauthorized Loan"), provide a detailed description, and upload supporting evidence (screenshots, receipts).

Our team aims to resolve simple disputes within 3-5 business days. Complex cases involving financial investigation or third-party verification may take up to 14 business days. You will receive updates via email and SMS.

If you are unsatisfied with the initial resolution, you can request an escalation to a senior admin. However, please note that the system's audit logs (IP addresses, GPS data, timestamps) are considered the ultimate source of truth for technical validations.

We use industry-standard 256-bit SSL encryption for all data transmission. Sensitive documents (IDs, bank statements) are stored in encrypted cloud storage with strict access controls. We comply with the Data Protection Act (2019) of Kenya.

Click "Forgot Password" on the login page. Enter your registered phone number or email. You will receive a secure link or OTP to reset your password. For security, we never send your actual password via email.

Yes, you can request account deletion. However, all active loans must be fully settled before an account can be permanently deleted. To request deletion, contact support through the Help Center.

Immediately change your password and enable Two-Factor Authentication (2FA) in your settings. Then, contact our security team immediately to report the breach. We will lock the account and investigate the login logs.