Frequently Asked Questions

Soko Live is a live commerce platform that connects buyers and sellers through real-time video shopping experiences. Sellers go live to showcase products, and buyers can watch, ask questions, and purchase instantly in one place.

Soko Live enables sellers to host live shopping sessions where they demonstrate products in real time. Buyers can interact directly with sellers, get questions answered, and complete purchases without leaving the platform.

Sellers create a store, upload products, and go live to showcase them. Buyers join live sessions, watch demonstrations, ask questions in real time, and buy instantly with confidence.

Soko Live is more than a traditional marketplace. It allows buyers and sellers to connect and transact, but the core experience is live video shopping rather than static listings.

Traditional marketplaces rely on photos and written descriptions. Soko Live lets sellers demonstrate products live, creating a more transparent, interactive, and trustworthy shopping experience.

Live commerce is online shopping through live video, where sellers showcase products, interact with viewers, and sell in real time.

You can see products demonstrated live before you buy, ask questions in real time, and make decisions based on what you actually see.

Soko Live helps sellers showcase products to a live audience, build trust, answer questions instantly, and close sales faster than static listings.

Soko Live is headquartered in West Africa and is currently focused on Ghana, with expansion planned for Nigeria, Kenya, and South Africa.

Soko Live is currently operating in Ghana and expanding across West Africa.

Yes. Buyers can join for free, and sellers can register and set up a store at no cost. Optional paid promotional services may be available.

You can browse some content without an account, but you need to register to join live sessions, purchase products, or interact with support.

Yes. Soko Live works on mobile devices through a web browser.

Yes. The app can be downloaded from the Apple App Store or Google Play Store when available in your region.

Yes. Soko Live works on desktop and laptop browsers.

Soko Live works best on modern browsers including Chrome, Firefox, Edge, and Safari.

Yes. Soko Live uses secure technology to protect personal information and transactions, and sellers go through verification.

You can contact the Soko Live support team via email, phone, or through the contact form on www.sokolive.live.

Soko Live West Africa is part of the Akwaaba Group and is based in Accra, Ghana.

Follow Soko Live on Instagram, Facebook, and TikTok, or subscribe to website updates when available.

Visit www.sokolive.live and click Register or Sign Up. Fill in your details, create a password, and verify your account.

Registration takes less than five minutes.

Yes. You can register using your phone number and verify it with an SMS code where supported.

Yes. You can register with your email address and verify it through email.

After registering, enter the verification code or follow the verification link sent to your email or phone.

Check your spam or junk folder, confirm your phone network is available, and use Resend Code if needed.

Yes. You can update your email address in account settings and may need to verify the new address.

Yes. You can update your phone number in account settings and verify it with a code.

Click Forgot Password on the login page and follow the instructions sent to your registered email or phone.

Use Forgot Password on the login page. If you still have trouble, contact support.

Click Log In, enter your registered email or phone and password, then sign in.

Each person should use one account. Contact support if you need a separate business seller setup.

Yes. You can request account deletion through settings or support. Deletion is permanent.

Yes. You can request temporary deactivation and reactivate by logging in again when available.

Log in and go to profile or account settings to update your name, photo, contact details, and other information.

Browse products or join a live session. Add items to your cart, complete payment, and your order will be confirmed.

Log in, open Live Streams, and click a session to watch and shop.

No. You can also buy through product listings, but live sessions let you see products demonstrated.

Yes. Products can remain available through the seller store after a stream ends.

Yes. Use the live chat to ask questions in real time.

Sellers go through verification. You can also review seller profiles, ratings, and feedback where available.

Some sellers may accept negotiation during live sessions, but it depends on the seller.

Yes. You can add multiple products to your cart and check out together where supported.

Wishlist or favourites support may be available for saving products.

Yes, where supported, following sellers helps you stay updated on new products and live sessions.

Yes. After purchase, you should receive confirmation with order details.

Go to My Orders or Order History in your account dashboard.

Open My Orders and select the order. Cancellation may only be possible before dispatch.

Contact support as soon as possible. Changes may not be possible after processing or dispatch.

The seller prepares your item for delivery, and you can track order status in your account.

Register as a seller, complete verification, set up your store, and start listing products once approved.

Individuals and businesses with products to sell can apply, provided they meet seller guidelines and verification requirements.

A valid government-issued ID and business registration information may be required.

Seller registration is free. Optional promotional services may be available.

There is no mandatory monthly subscription. Optional premium promotion packages may be available.

Commission may be charged according to the seller agreement.

Log into the seller/creator dashboard, add product details, upload media, and submit or publish according to approval rules.

There is no fixed photo upload limit stated for sellers.

Go to your product listings, choose a product, make changes, and save. Some changes may require admin approval.

Yes. You can remove products from your dashboard, but deleted products may not be recoverable.

Use the live streaming or presenter section in your dashboard to create or schedule a session.

Yes. A smartphone with a stable internet connection, camera, and microphone can be used.

Yes. Use a laptop or desktop with webcam, microphone, and a stable connection.

You need a device with a camera and microphone, good lighting, a clean background, and stable internet.

Go live regularly, engage viewers, answer questions quickly, use strong product media, and consider promotional services.

Featured seller placement may be available through promotional packages. Contact the Soko Live team.

Yes. Soko Live may offer advertising, homepage features, category placements, social promotion, and sponsored live options.

Yes. Content creation services such as photography, videos, and captions may be available.

Use your seller dashboard to view orders, revenue, and sales activity.

Soko Live supports payment methods such as Mobile Money, Visa, Mastercard, and other available options depending on country and provider.

Yes. Mobile Money is supported where available.

Yes. Visa debit and credit cards may be accepted through secure payment processing.

Yes. Mastercard payments may be accepted through secure payment processing.

Yes. Payments are handled through secure payment gateways.

You will be notified and can try again or use another payment method.

Yes. A receipt or confirmation should be sent after successful payment.

Seller payment timing follows the signed seller agreement.

Refunds are processed after approval and returned through the applicable payment method or account credit.

Yes, if your order qualifies under the Returns and Refunds policy.

Delivery is handled by Soko Live logistics partners.

Delivery fees depend on product and delivery location and are shown at checkout before payment.

Delivery is currently focused on Ghana.

Delivery timelines vary by location and are shown during checkout or order updates.

You can check order status through your account dashboard.

Contact support if your order is delayed beyond the expected timeline.

Take photos of the item and packaging immediately and contact support.

Yes. Enter your preferred delivery address during checkout.

The delivery team should contact you to arrange redelivery or another option.

Yes, products can be returned if they meet the Returns policy conditions.

Perishable, personalised, custom-made, used, or damaged-after-delivery items may not qualify.

Returns must be requested within 24 hours of delivery.

Return shipping cost is covered by the seller.

Refunds typically take 3 to 7 business days after approval and receipt of the returned item.

Contact support immediately with photos so a replacement or refund can be arranged.

Report defects with photos or video. You may qualify for replacement, repair, or refund.

Exchanges may be possible depending on seller stock and the issue.

Submit a report through order history or contact support with photos.

Refunds may be returned as account credits or through the applicable refund process.

Sellers submit identification and relevant business documents for review before approval.

Yes. Soko Live uses secure practices to protect personal information.

Contact support immediately with details and evidence.

Report through the product page where available or contact support.

Use the reporting tools where available or contact support directly.

Support reviews the complaint and follows up with next steps.

Soko Live verifies sellers and encourages live transparency, but buyers should review demonstrations and ask questions before purchase.

Through seller verification, secure payment processing, returns policies, and support.

Through secure transactions, buyer conduct policies, and dispute support.

Accounts may be warned, suspended, or banned depending on severity.

Check your internet connection, refresh, clear cache, or try another browser or device.

Confirm your login details or reset your password. Contact support if the issue continues.

Use Forgot Password on the login page and follow the reset instructions.

Check the code, confirm it has not expired, or request a new one.

Check payment details and available funds, then try again or use another method.

Use a stable internet connection, close background apps, and restart your browser or device if needed.

Check browser and device microphone permissions.

Check browser and device camera permissions and close other apps using the camera.

Try clearing cache, using another browser, or switching to a stronger network.

Contact the Soko Live support team through the website or email with details of your issue.

Contact the partnerships team through the website to discuss collaboration opportunities.

Influencers can partner for promotions, sponsored live shopping sessions, and campaigns.

Yes. Brands can advertise through homepage placements, sponsored products, and campaigns.

Contact Soko Live with your profile and social media handles for consideration.

Yes. Sponsored live shopping events are available for brands and businesses.

Contact the team for homepage placement and promotional package options.

Yes. Content creation services may include photography, short videos, and social media content.

Contact the team with your requirements and they will recommend a suitable package.

Yes. Contact the team to plan and book a sponsored live event.

Contact the Soko Live team through www.sokolive.live or email media@akwaaba.media.

The Terms & Conditions outline the rules for using Soko Live as a buyer or seller.

The Privacy Policy explains how Soko Live collects, uses, stores, and protects personal data.

Illegal goods, counterfeit products, weapons, hazardous materials, and items that violate laws or policies are prohibited.

The seller may receive a warning, listing removal, suspension, or ban after review.

The support team reviews evidence from both parties and works toward a fair resolution.

Contact support and ensure outstanding orders and payments are settled first.

Yes. Accounts may be suspended for policy violations, suspicious activity, or unmet platform requirements.

Submit an appeal to support with your account details and reason for appeal.

Soko Live uses secure practices and limits access to personal information.

Platform policies are available on the Soko Live website.