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Use the “forgot password” link on your own door: the landlord, tenant and office screens each have their own, and each asks for something different. A landlord enters the phone number the office has for them, a tenant an M-Pesa reference from one of their payments, the office its registered number. If the password is right and it still refuses, read the message on the screen: a suspended property and a wrong password give different refusals.
Landlords: use “forgot password” on the landlord screen. It asks for your phone number, texts you a code, and then shows you the username on your account — you can keep it or choose a new one while you set the new password. Tenants: the same link on the tenant screen tells you your username once the code has been entered.
Wait for the countdown on the screen to reach zero and press “Resend code”. The code goes to the phone number recorded on your tenancy, so if you have changed number the office has to update it before any code can reach you.
A decision the office has recorded against the property, not a fault with your account, and the reason is shown on the screen. Speak to the office.
Open bilup.co.ke/signin?signedout=1 directly. That clears whatever session was left behind.
Check the reference you used against the one on your invoice. A payment whose reference cannot be resolved is held and shown to the office as waiting. Tell the office the date, the amount and the number you paid from, and they can place it by hand.
Tell the office, with the reference. A mismatched payment is almost always a reference typed wrong by somebody else, and it is corrected by moving the payment.
Dispute it rather than ignoring it. Every payment can be confirmed or disputed from your dashboard, and a dispute needs a reason. The office sees it immediately.
Water is billed on meter readings, from the reading recorded when you moved in. Ask for the opening and closing readings used for the month: the bill is the difference between them and the rate per unit.
Ask the office to correct it. Names, phone numbers and tenancy dates are held to manage the property, and you have a right under the Data Protection Act, 2019 to have inaccurate information corrected.
Read what deletion removes and what has to be kept, then request it from there.
The privacy policy lists it, why it is kept, and how long for. You may ask what is held on you and ask for it to be corrected.
Every property has an agent who deals with tenants directly. They are the fastest route for anything about your house, your rent or your statement. Landlords should go to the office directly.
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