Frequently asked questions
Payments, delivery, verification and membership.
Who can buy on PILLARFIVE?
Verified members. You can join with an invitation code from your employer or organization, or apply directly and be verified by our team. Anyone can browse the catalogue, check company profiles and verify a product's authenticity without an account.
How do I pay?
M-Pesa STK push is the primary method — you enter your phone number and approve the prompt. Organizations with an approved credit line can also pay on account. Your order is only marked paid after the payment is confirmed by the provider.
How does product verification work?
Go to Verify, enter the serial or batch code printed on the product or its packaging, and we check it against the codes registered by the verified manufacturer. If a genuine code has been checked an unusual number of times, we warn you that the label may have been cloned.
What if something goes wrong?
Raise a complaint from your dashboard or contact us. Suppliers operate under service-level expectations, and repeated failures lead to suspension. Reviews from real, delivered purchases stay visible — we don't delete legitimate criticism.
Questions? Contact us — we reply on working days.