How to Get Support (Step by Step)

Step 1: Identify your issue type

Issue Category	Examples	Best contact method
System access / login	Forgotten password, locked account, 2FA issues	📧 support@xpertfarmer.com
Data entry or discrepancy	Crop/livestock records don’t match, missing sales/expense data, sensor errors	📧 + 📞 (call for urgent mismatches)
Account & billing	Payment failed (M-PESA, Pesapal, iPayAfrica), overdue suspension, upgrade	📧 support@xpertfarmer.com
Account deletion request	You want to permanently delete your account and data	📧 (see specific process below)
General / “How to”	Using reports, adding fields, payroll, AI insights	📞 +254713605461 (quick questions)
Legal / privacy rights	Access, rectify, or delete data; withdraw consent; objection to marketing	📧 support@xpertfarmer.com

Step 2: Gather necessary information before contacting us

To resolve your issue faster, please provide:

• Your full name and registered phone number/email
• Farm ID (found in dashboard)
• Date and time the issue occurred
• Screenshots (if applicable)
• For data issues: affected crop/field, expected vs. actual numbers, and whether it’s on web, mobile app, or both

Step 3: Choose your contact channel

Email: support@xpertfarmer.com – We reply within 12 business hours (Mon–Fri, 8am–5pm EAT).

Phone / WhatsApp: +254713605461 – Best for urgent or complex issues.

In-app chat (coming soon).

Specific Support Flows

1. Account Deletion Request (as per your Terms)

If you wish to delete your Xpert Farmer account:

• Send an email to support@xpertfarmer.com from your registered email address.
• Subject line: “Account Deletion Request”
• In the body: provide your full name and phone number linked to your account.
• Our team will verify your request.
• You will receive confirmation within 7 working days.

What happens after deletion?

• Access revoked immediately.
• Personal data permanently deleted within 30 days.
• Financial transaction history may be retained for up to 7 years (legal requirement).
• Anonymized farm performance data may be kept for analytics but no longer linked to you.

2. Data Issues (Crop, Livestock, Financial)

We take data accuracy seriously. If you notice a mismatch:

• Step A: Double‑check your entry (dates, quantities, prices).
• Step B: Email support@xpertfarmer.com with the affected record type, date range, and screenshot.
• Step C: For recurring errors (e.g., AI insight seems wrong), call us to investigate live.

3. Suspended Account Due to Payment Overdue

Per our Terms:

• If payment is overdue 28 days (plus a 32‑day extension upon request), your account may be suspended.
• To restore: Settle the overdue amount and email us proof of payment.
• To appeal: Contact support with your account details.

4. Technical / System Issues

• Slow loading / errors: Clear your browser cache, try incognito mode, or update the mobile app.
• Platform down: Check our official social media channels for maintenance announcements (we aim for 99% uptime but do not guarantee uninterrupted service).
• Bug report: Email with subject “Bug – [short description]” and include device, OS, and browser version.

5. Privacy Rights Request (Under Kenyan Data Protection Act)

You have the right to:

• Access your data (free copy).
• Rectify inaccurate information.
• Restrict processing.
• Object to direct marketing.
• Withdraw consent at any time.

To exercise any of these, email support@xpertfarmer.com with the subject “Privacy Request – [Your Right]”. We will respond within 30 days as required by law.

Self‑Service & Resources

• 📘 Getting Started Guide – coming soon
• 📄 How to Export Your Farm Data
• 🤖 Understanding AI Insights (Feed optimization, crop cycles)
• 💳 Payment & Billing FAQ

Escalation & Emergency

If you haven’t received a response within 24 hours (Mon–Fri), please call us directly.

📞 Support hotline: +254713605461

Legal & Contact Information

Governing Law: These support procedures operate under the Terms and Conditions and Privacy Policy, which are governed by the laws of Kenya (including the Data Protection Act, 2019).