Account Security & Authentication

What if I’m having trouble authenticating my account?

In some cases, Flexi Africa may require additional verification, including two-factor authentication, to keep your account secure. Vendor accounts may also require further verification after registration.

If authentication is required, a security code will be sent to your registered email address or phone number.

If you experience issues:

  • If you need to add or update your phone number, please contact us via the Contact Us page.

  • If you are not receiving the code by email, check your Spam or Junk folder.

  • If you are not receiving SMS messages, ensure you have opted in to receive SMS notifications from Flexi Africa.

  • If you still require assistance, contact us through the form and we will respond within 2–3 business days.

What happens if my account is hacked, and how can I prevent it?

Account hacking is a form of identity theft where unauthorised access is gained to an online account, potentially resulting in fraudulent transactions.

Most account takeovers occur when the same email and password combination is used across multiple platforms. If those credentials are compromised elsewhere, they may be used to access other accounts.

To help protect your account, we strongly recommend:

  • Changing your password regularly, especially if it may have been compromised

  • Using strong, unique passwords that include letters, numbers, and special characters

  • Avoiding password reuse across different websites

If you believe your account has been compromised or notice unauthorised activity, please contact us immediately at info@flexiafrica.com.

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

Yes. Flexi Africa does not rent, sell, or share your personal information except as outlined in our Privacy Policy.

Why did I receive an order confirmation for an order I didn’t place?

If you received an order confirmation email for an order you did not place, there may have been unauthorised activity on your account.

Please email info@flexiafrica.com and include:

  • Your user ID

  • Any suspicious order numbers

We also recommend changing your password immediately to a new, unique password.

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

If you suspect unauthorised activity:

  • Contact us via the Contact Us form or email info@flexiafrica.com

  • Include your user ID and any suspicious order numbers

If you cannot access your account, include an old order number and/or your user ID so we can assist you.

We recommend changing your password as soon as possible.

Why is my account restricted?

Accounts may be restricted as a precaution to protect customer information. This may occur due to suspicious activity or potential violations of our Terms & Conditions.

If you believe your account was restricted in error, please contact us at info@flexiafrica.com to verify your account.

Why am I blocked from receiving refunds?

Flexi Africa maintains refund and return policies to ensure fairness across the platform. Accounts that show excessive refunds or returns may be temporarily restricted from receiving future refunds.

Our system reviews individual account activity as well as activity across linked accounts. Once your account returns to good standing through continued normal purchasing behaviour, full support will resume.

Managing Your Account

Can I log in using Facebook or Google?

At this time, Flexi Africa does not support login via Facebook or Google accounts.

How do I update my profile information?

  1. Sign in to your account

  2. Hover over the user icon at the top right

  3. Select Account Details

  4. Update your profile information

How do I change my email address or password?

  1. Sign in to your account

  2. Hover over the user icon

  3. Select Account Details

  4. Update your email or password

How do I update my billing or shipping address?

  1. Sign in to your account

  2. Hover over the user icon

  3. Go to Dashboard

  4. Select Shipping and Billing Addresses

How do I add or remove a payment method?

  1. Sign in to your account

  2. Hover over the user icon

  3. Select Payment Method

  4. Click Add Payment Method or remove an existing one

Why am I not receiving emails or newsletters?

Please try the following:

How do I permanently delete or deactivate my account?

Please email info@flexiafrica.com and include:

  • Whether you wish to permanently delete or deactivate your account

  • The reason for your request

Account Settings & Troubleshooting

How do I change the currency?

You can select your preferred currency from the top-right corner of the website.

How do I reset my password?

  1. Sign in to your account

  2. Hover over the user icon

  3. Select Account Details

  4. Scroll to Password Change

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

Before requesting another reset, please:

If you still haven’t received the email, contact info@flexiafrica.com and our team will assist you.