Getting help
Purpose
The Support screen is the single place to find contact details, download resources, and read the BTR template reference without leaving KCFIS.
How to open it
In the sidebar, click Support (under your account block at the bottom).
Contact channels
The Contact Us card lists every way you can reach the KCFIS support team:
| Channel | When to use it |
|---|---|
| The default for non-urgent questions. Click to open your email client pre-addressed. | |
| Quick questions and screenshots. Click to compose a message; KCFIS opens WhatsApp Web/desktop with the team number. | |
| Phone | Urgent issues. Click to dial directly on a phone or softphone. |
| Address | The Climate Finance Unit office at The National Treasury, Treasury Building, Harambee Avenue, Nairobi. |
The exact email, phone, and WhatsApp number are kept current on the screen — always use the values shown there in case they change.
Sending a WhatsApp message
- Click the WhatsApp number under WhatsApp.
- The Customize Your WhatsApp Message dialog opens.
- Type a description of what you need help with.
- Click Open WhatsApp.
Expected result
WhatsApp opens in a new tab/desktop window with the support number and your pre-filled message. Send when ready.
If you leave the message blank, KCFIS uses a generic default ("Hello, I need assistance with KCFIS.").
What to include in a support request
Help support help you faster:
- Your email (the one you log in with).
- Your role and entity.
- The screen you were on (URL or sidebar item).
- A screenshot if there is a visible error.
- The submission ID or report ID if relevant (visible in the URL and on list rows).