Account Status & Security

What if I'm having trouble authenticating my account?

There may be circumstances where we need to authenticate your account through two-factor authentication to ensure your account is secure. There is further verification once a vendor account is registered. To do this, you will be prompted to receive a security code to your email address or phone number on file with Flexi Africa.

  1. If you’re having difficulties authenticating, we recommend the following: If you need to add or update a phone number, you can find send us a message via “contact us” page. 
  2. If you aren’t receiving the code to your email address, we recommend that you check your SPAM or Junk folder.
  3. If you’re not receiving SMS / text messages, please make sure you have opted in to receive SMS notifications from Flexi Africa. You can learn how to do this here. 
  4. If you still need help authenticating, please contact us via the form and we will get back to you in 2-3 business days via email or phone.

 

What happens if my account gets hacked and how can prevent it?

When an account gets hacked, it is a form of identity theft where a fraudster gains unauthorized access to a victim's email account, e-commerce site, or any other variety of online accounts. Unfortunately, this access can lead to fraudulent transactions and / or unauthorized shopping from the victim's account. 

Generally, account takeovers occur because people often user the same username and passwords for a variety of their online accounts. If these email and password combinations have ever been illegally exposed, fraudsters will generally attempt to try these combinations on different online sites until they have successfully gained access. From there, they may change the account's email address or password so that the original account holder is locked out of their account. 

Flexi Africa is very serious about protecting your privacy. While we are constantly working to address these issues, we also recommend a couple things that you can do to protect your account:

  1. Update your password and do it regularly: If your password has ever been illegally exposed, please update your password immediately. We also recommend that you change your passwords every couple of months. 
  2. Use different and strong passwords: We recommend that you use a different password for each online account. This also means making sure that you use a strong password that is a combination of letters, numbers, and unique characters. 

We are always here to help! If you feel as if your account has been compromised and there are unauthorized transactions on your account, please email info@flexiafrica.com

Are my personal and payment details safe when shopping on Flexi Africa?

We do not rent, sell or share information except as described in our Privacy Policy

Why did I receive an email confirming an order I didn't place?

If you received an email confirming an order that you didn’t place, it’s possible that there has been unauthorized activity on your account. If you think there has been unauthorized activity or orders placed, please send us a message at info@flexiafrica.com We recommend including in your message your user ID and any order number that seems suspicious. You can find out how to locate your by emailing info@flexiafrica.com

We also recommend changing your password on your Flexi Africa account to a new, unique password. 

What do I do if I think my account is compromised?

If you think your account is compromised or there has been unauthorized activity, please send us a contact us via form or send an email to info@flexiafrica.com. We recommend including in your message your user ID and any order number that seems suspicious.

If you can't access your account, please send us a message at info@flexiafrica.comand include an old Order Number and / or your user ID.

Once we receive your message, we’ll be able to help you from there.

We also recommend changing your password on your Flexi Africa account to a new, unique password.

Why is my account restricted?

There may be certain instances in which we restrict your account as a safety precaution to protect your personal information.  For example, this may occur if your account has been flagged for suspicious activity or if your account may have violated our Terms of Condition.

If you feel like this was done in error, we want to help! Please reach out to us by emailing info@flexiafrica.com and verifying your account.

Why am I blocked from getting refunds

We strive to provide our customers with the best possible service and must periodically ensure that all consumers on the platform are not unfairly benefiting from our generous refund & return policies. Shoppers who abuse these policies negatively impact the entire platform, including the experience of other shoppers.

To determine that an account has had excessive refunds, our system analyzes account activity, as well as activity across multiple accounts that may be connected. If we find that an account continues to have excessive returns and refunds, it may violate our Refund and Returns Policy and may be blocked from future refunds.

With regard to your refund and support interactions, we will continue to fully support your purchases once your account is back in good standing. You can get your account back in good standing by continuing to purchase on Flexi Africa.

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Managing Account

How do I log in via Facebook or Google?

Flexi Africa does not provide login with Facebook & Google accounts as of yet.

How do I update my profile?

Make sure you are signed in on your account

  1. Hover your mouse on the top right of the user icon
  2. Tap Account Details
  3. Amend Profile

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 How do I change my Flexi Africa email?
  1. Make sure you are signed in on your account
  1. Hover your mouse on the top right of the user icon
  2. Tap Account Details
  3. Amend Profile

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How do I change my Flexi Africa password?
  1. Make sure you are signed in on your account
  1. Hover your mouse on the top right of the user icon
  2. Tap Account Details
  3. Amend Profile

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How do I update my billing and/or shipping address?
  1. Make sure you are signed in on your account
  1. Hover your mouse on the top right of the user icon
  2. Tap Dashboard
  3. Click Shipping and Billing Addresses

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How do I add or remove a payment method on my Flexi Africa account?
  1. Make sure you are signed in on your account
  1. Hover your mouse on the top right of the user icon
  2. Tap Payment Method
  3. Click “Add Payment Method”

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Why don’t I receive emails or newsletters from you?

We recommend trying the following steps:

  • Check your spam or junk folder.
  • Check your spam settings to make sure you can receive emails from notifications@flexiafrica.com
  • Add 'notification@flexiafrica.com to your address book.
  • Check that your ISP is not blocking email traffic from Flexi Africa.com

How do I permanently or deactivate delete my account?

Please email info@flexiafrica.com if you Flexi Africa to permanently or deactivate your Flexi Africa account. Please state the following

  • Do you want to permanently or deactivate delete your account?
  • What is the reason?

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Account Settings

How do I change the currency on my account?

You can select the currency on the top right of the website.

Account Troubleshooting

How do I reset my password?
  1. Make sure you are signed in on your account
  1. Hover your mouse on the top right of the user icon
  2. Click Account Details
  3. Scroll Down to “Password Change”

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I didn't receive my password reset email. What should I do?

If you registered your Flexi Africa account through your email and you haven't received your password reset email, please try the following steps before requesting a new password reset email:

  • Wait 24 hours.
  • Check your spam or junk folder.
  • Check your spam settings to make sure you can receive emails from notification@flexiafrica.com
  • Add 'notification@flexiafrica.com to your address book.
  • Check that your ISP is not blocking email traffic from Flexi Africa.com.
If you have not received any email for password change, please email info@flexiafrica.com and we will guide further steps.