How Can We
Help You?
Answers for riders, operators, and developers. Search below or browse by category.
What Do You Need Help With?
Download the app, create an account, and find your first route. Start here if you're new.
How GPS tracking works, what to do when a vehicle isn't showing, and coverage questions.
Setting up alerts, fixing notifications that aren't arriving, and alert timing calibration.
Comparing routes, multi-hop trips, ETA accuracy questions, and missing route requests.
Fleet map setup, reading analytics, delay alerts, user management, and billing for operators.
Manage your subscription, update payment details, download invoices, and change your plan.
Frequently Asked Questions
This usually means no GPS-equipped vehicles are currently active on that route. Coverage depends on our sacco partner network — not all vehicles on every route carry trackers yet. Check back during peak hours when more vehicles are typically active. You can request route coverage via the in-app form.
On most routes, alerts are accurate to within ±2 minutes. The model factors in live vehicle speed, current congestion, and time-of-day historical patterns. During heavy peak traffic — particularly on Thika Road and Ngong Road between 5–7pm — variance increases. We're continuously improving accuracy as we accumulate more trip data per route.
Yes. The full commuter experience — live map, ETA comparison, and route information — is available at matatupulse.co.ke/app in your mobile browser. No download or account needed. Push notifications require the app.
Core map tiles and route information are cached locally after your first visit. You can view static route data offline. Live vehicle positions and ETAs require a data connection — even EDGE (2G) is sufficient.
Use the 'Report an issue' button on any route or vehicle card in the app. Your report is reviewed by our data team within 24 hours and corrections are applied to the platform.
New vehicles are added via your operator account under Fleet → Add Vehicle. You'll need the vehicle registration plate and GPS unit serial number. Our hardware team will confirm activation within one business day. Contact [email protected] if you need GPS units supplied.
GPS position errors are usually caused by poor satellite lock in dense urban areas or GPS unit power issues. First, check that the vehicle's GPS unit is powered and the indicator light is solid green. If the issue persists beyond 30 minutes, submit a support ticket through your operator dashboard with the vehicle ID.
Yes. The operator dashboard supports role-based access. Go to Settings → Team and invite your dispatcher with the 'Dispatcher' role — they'll have access to the live fleet map and delay alerts but not billing or account settings.
From your operator dashboard, go to Analytics → any report → Export. You can export daily, weekly, or monthly trip data as CSV or Excel. Enterprise customers can also access raw data via the API.
Report lost or damaged hardware immediately to [email protected]. We'll deactivate the unit to prevent phantom tracking data. Replacement units are shipped within 2 business days for active partners. Hardware damage beyond normal wear is billed at cost.
Reach Our Support Team
For account issues, billing questions, and anything that needs a detailed response from our team.
Ask the Matatu Pulse rider and operator community. Often the fastest way to get a real-world answer.
Active partner saccos with urgent fleet or hardware issues can reach our operations team directly.