Question 1

What is PrimeVale?

Accepted Answer

PrimeVale is Kenya's premium property platform connecting verified agents and developers with serious buyers and renters. We focus on quality listings, verified agents, and a seamless property search experience across Nairobi, Mombasa, and beyond.

Question 2

How do I create an account?

Accepted Answer

Click the Register button on the top navigation bar. Choose whether you are registering as a Buyer, Agent, or Developer. Fill in your details and verify your email address to get started.

Question 3

Is PrimeVale free to use for buyers?

Accepted Answer

Yes — browsing listings, saving properties, setting up alerts, and contacting agents is completely free for buyers. Agents and developers pay a subscription to list their properties.

Question 4

What areas does PrimeVale cover?

Accepted Answer

We currently cover all major areas across Nairobi, Mombasa, Kisumu, and other key Kenyan towns. We also have an international section for properties outside Kenya.

Question 5

How do I list my property on PrimeVale?

Accepted Answer

You need to register as an Agent or Developer and subscribe to one of our packages. Once verified, you can create listings directly from your dashboard. Each listing supports multiple images, detailed descriptions, amenities, and pricing.

Question 6

How many listings can I have?

Accepted Answer

The number of active listings depends on your subscription package. Our Starter, Professional, and Premium packages offer different listing limits. Check our pricing page for full details.

Question 7

What makes a good listing on PrimeVale?

Accepted Answer

High-quality photos (minimum 5, well-lit and professionally taken), accurate pricing, complete descriptions including amenities and nearby landmarks, and a correct location all contribute to better visibility and more leads.

Question 8

Can I list off-plan developments?

Accepted Answer

Yes. Developers can list off-plan projects with unit types, floor plans, completion timelines, and pricing. Project pages have dedicated enquiry forms and milestone tracking.

Question 9

How do I mark a listing as sold?

Accepted Answer

From your agent dashboard, go to My Listings, find the listing and click the options menu. Select "Mark as Sold". The listing will remain visible with a sold badge for SEO purposes.

Question 10

Why do I need to verify my account?

Accepted Answer

Verification builds trust with buyers and gives your listings a Verified Agent badge. It also unlocks full platform features including listing boosts and featured placements.

Question 11

What documents do I need for verification?

Accepted Answer

For agents: a valid National ID or passport, and your NCA licence number if applicable. For developers: Certificate of Incorporation, business registration documents, and a director's ID. Upload these from your dashboard under Profile.

Question 12

How long does verification take?

Accepted Answer

Our team reviews submitted documents within 1–3 business days. You will receive an email notification once your account has been verified or if we need additional information.

Question 13

Can I list properties before being verified?

Accepted Answer

Yes — you can create and publish listings before verification. However, verified agents receive a trust badge that increases buyer confidence and leads.

Question 14

What payment methods does PrimeVale accept?

Accepted Answer

We accept M-Pesa, Visa, and Mastercard. Payments are processed securely through Pesapal. For international agents, card payments in USD are also supported.

Question 15

How does subscription billing work?

Accepted Answer

Subscriptions are billed monthly. You will receive email reminders 7 days and 3 days before your subscription expires. After expiry, you have a 7-day grace period to renew before your listings are paused.

Question 16

What happens if my subscription expires?

Accepted Answer

You have a 7-day grace period after expiry. If not renewed within 7 days, your listings are paused and hidden from search. Listings are permanently removed after 60 days of being paused. Renewing at any point restores your listings immediately.

Question 17

Can I get a refund?

Accepted Answer

Subscription fees are non-refundable once a billing period has started. If you have a billing issue or believe you were charged incorrectly, contact us at support@primevale.co.ke and we will investigate.

Question 18

What is the PrimeVale wallet?

Accepted Answer

The wallet lets you top up credit that can be used to pay for boosts, featured placements, and ad slots without entering your card or M-Pesa details each time. Top up from your dashboard under Wallet.

Question 19

How do leads work on PrimeVale?

Accepted Answer

When a buyer is interested in your listing, they submit an enquiry form or reveal your phone number. You receive an email notification and the lead appears in your dashboard under Leads.

Question 20

Why am I getting fake or spam leads?

Accepted Answer

We have spam protection in place including rate limiting and honeypot fields. If you receive a lead you believe is spam, open the lead in your dashboard and click "Mark as Spam". Our team reviews flagged leads.

Question 21

Can I export my leads?

Accepted Answer

Lead export is on our product roadmap. For now, all your leads are visible in your dashboard with buyer name, phone, email, message, and the listing they enquired about.

Question 22

How can I make my listings more visible?

Accepted Answer

You can boost individual listings to appear at the top of search results, or feature them on the homepage and category pages. Ad slots are also available for banner placements. Manage all of these from your dashboard.

Question 23

What is a Featured Listing?

Accepted Answer

Featured listings appear prominently on the homepage, category pages, and search results with a gold Featured badge. They receive significantly more views and leads than standard listings.

Question 24

How do I advertise my development project?

Accepted Answer

Developers can feature their projects on the Developments page, boost individual unit types, and purchase banner ad slots. Contact us at info@primevale.co.ke for custom advertising packages.

Question 25

Can I list properties outside Kenya?

Accepted Answer

Yes — international agents can register and list properties in other countries. International listings appear in our dedicated International section with local currency pricing and exchange rate conversion.

Question 26

What currencies does PrimeVale support for international listings?

Accepted Answer

International listings can be priced in local currency (USD, GBP, EUR, AED, and others). We display live exchange rate conversions to KES for Kenyan buyers browsing international properties.

Question 27

How do I reset my password?

Accepted Answer

Click "Forgot Password" on the login page and enter your email address. You will receive a reset link within a few minutes. Check your spam folder if you don't see it.

Question 28

How do I delete my account?

Accepted Answer

To request account deletion, send an email to privacy@primevale.co.ke with the subject "Data Deletion Request" from your registered email address. We will process your request within 30 days in accordance with the Kenya Data Protection Act 2019.

Question 29

How does PrimeVale protect my personal data?

Accepted Answer

We comply with the Kenya Data Protection Act 2019. We never sell your data to third parties. All data is encrypted in transit and at rest. Read our full Privacy Policy for details.

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