Jumia: How to Report a Scam or Fraud
Scammed by a seller, charged for an order you didn’t place, or contacted by someone claiming to be Jumia? Here are the official ways to report it in 6 countries, read on Jumia’s own help pages, plus the buyer-protection deadline and where to escalate.
Do this first
- Stop all contact and payments. Jumia will never ask you to pay outside its own checkout, share a one-time code or install a remote-access app.
- Report it inside the official Jumia app or website (steps below), not through a link or number you were sent.
- Only call the numbers below. Numbers found on Google, social media or in a message are often fake.
- If you paid by card, bank transfer or a payment app, call your bank’s fraud line now: see Bank Fraud Help.
- Watch the buyer-protection deadline below: claims made late are usually refused.
Know this about Jumia
- Jumia will never ask for your password, full card number, CVV or one-time code by email, text or phone.
- Use only the contact details on the official Jumia site for your country.
Jumia in Nigeria
jumia.com.ng- Customer care:0201 888 1106(Mon-Fri 8 am-6 pm; public holidays 9 am-3 pm)
- WhatsApp:+234 913 936 8685
Report a problem or scam: Use the Contact Us form to report suspicious requests or unauthorised payments. For card fraud, call your bank first.
Report a seller or listing: Use the 'Report a Product' form in the Jumia Help Center.
Jumia customer protection (JumiaPay): Faster refunds when you return a damaged, wrong or counterfeit item. JumiaPay also handles payment disputes and says it will compensate unauthorised transactions. Claim Returns: 7 days after delivery (15 for Jumia Mall). JumiaPay disputes: up to 60 days after payment..
Fake Jumia messages or sites: Report anyone claiming to be Jumia staff and asking for card details through the Contact Us form.
Email: dispute.pay.ng@jumia.com
If Jumia won’t help:
- FCCPC (Federal Competition and Consumer Protection Commission) (0805 600 2020): File and track a consumer complaint online. You need to sign up or log in with Google. FCCPC says redress takes from one to 45 days.
Jumia in Kenya
jumia.co.ke- Customer care:+254 711 011 011
- Customer care:+254 730 868 000
- WhatsApp:+254 711 011 011
Report a problem or scam: Call or WhatsApp Jumia customer care with your order number. For payment problems, email JumiaPay disputes.
Jumia customer protection (JumiaPay): If you paid with JumiaPay and accepted the order, you stay protected if the item does not match its description, is fake or does not work properly. Claim 7 days after delivery; JumiaPay disputes up to 60 days after payment.
If Jumia won’t help:
- Competition Authority of Kenya: File a Consumer Complaint (+254 20 2779000): File a consumer complaint online.
Jumia in Egypt
jumia.com.eg- Hotline:19586
- WhatsApp:+20 10 1195 8600
Report a problem or scam: Call the hotline or message Jumia on WhatsApp with your order number.
Jumia customer protection (JumiaPay): If you paid with JumiaPay and accepted the order, you stay protected if the item does not match its description, is fake or does not work properly. Claim 7 days after delivery; JumiaPay disputes up to 60 days after payment.
If Jumia won’t help:
- Consumer Protection Agency (CPA) (19588): File a consumer complaint. Complain to the seller first, and attach your invoice and other documents.
Jumia in Morocco
jumia.ma- Customer service:05 22 04 19 20(Mon-Sat 9:00-19:00)
- WhatsApp:05 22 04 19 20
Report a problem or scam: Call or WhatsApp Jumia customer service with your order number. For JumiaPay problems, email JumiaPay.
JumiaPay customer protection: If you paid with JumiaPay and accepted the order, you are protected if the item does not match its description, is fake or does not work properly. Claim within 7 days.
Email: pay.ma@jumia.com
If Jumia won’t help:
- Portail National du Consommateur (Ministry of Industry and Trade): National consumer portal with a link to file a complaint.
Jumia in Cote d'Ivoire
jumia.ci- Customer service:25 20 00 61 61(Mon-Fri 8:00-18:00)
Report a problem or scam: Call Jumia customer service or use the live chat on the contact page, with your order number.
Jumia in Senegal
jumia.sn- Customer service (mobile):+221 30 102 21 22(Mon-Sat 9:00-18:00)
- Customer service (landline):+221 33 922 57 57(Mon-Sat 9:00-18:00)
- WhatsApp:+221 33 922 57 57
Report a problem or scam: Call or WhatsApp Jumia customer service with your order number. For payment problems, email JumiaPay disputes.
JumiaPay customer protection: If you paid with JumiaPay and accepted the order, you are protected if the item does not match its description or does not work properly. Claim 7 days after delivery; JumiaPay disputes up to 60 days after payment.
Not listed here
We couldn’t confirm Jumia’s contacts on its official site for: Ghana, Uganda. Use the help section inside the official app rather than any number found online.
Checked on Jumia’s own help pages on 5 October 2026. Platforms change their support routes, so if something has moved, use the help section in the official app and tell us. See every platform and country in E-commerce Fraud Help, and report the crime to the police via the cyber agencies directory.