Support

Before you email

Most issues fall into one of the patterns below. Skimming this list often resolves the problem faster than waiting for a reply.

Deposits

I transferred money but my wallet hasn't been credited

Deposits land within a few seconds of the bank's settlement. If it's been more than ten minutes:

• Confirm the deposit on the sender bank's statement. Note the amount, the destination account number, and the session ID / reference.
• Make sure the destination number matches one of the funding accounts in your dashboard — not a random or expired number.
• Email us with those three pieces of information. We can trace it with our payment partners.

I don't have a funding account in my dashboard

Open the dashboard and look for the Generate wallet account button (or, if you already have one bank, the small Generate PalmPay / Generate Zain MFB link below the existing one). Tap it and we'll create the account in a few seconds. If the button keeps failing, email us — sometimes our partners briefly throttle new-account creation.

Purchases (data, airtime, bills, cable, pins)

My data / airtime didn't arrive

If the order in your transaction history is marked successful, the network operator confirmed delivery to the number we sent. If you still don't see it, check that the receiving number is correct and that there is no pending DND/SIM-restriction on it. If the operator is genuinely at fault, email us with the order id and the receiving phone number.

My order is marked failed but my wallet was charged

We call the vendor before debiting your wallet, so this should not happen. If it does, it's an edge case worth investigating — email us the order id, the timestamp, and a screenshot of your wallet history. We will refund the amount.

My 7GB / 10GB / 15GB order shows as partially delivered

Those plans are delivered in 5GB chunks. If the first chunk lands and a later one fails, we queue the remainder for automatic retry. Retries run every few minutes; most complete within an hour. If after 12 hours the order is still incomplete, email us and we'll refund the un-delivered portion.

Account & security

I forgot my password

Password reset is currently handled manually. Email us from the phone number on file with a one-line request and we'll send a temporary link to set a new password.

I lost access to my phone number

Because we use the phone number as your sign-in identifier and as the verification channel for sensitive operations, recovering an account that's lost its phone number is slow on purpose. Email us with as much detail as you can about your most recent transactions; we'll work through it.

My API key may have leaked

Sign in and rotate it from the dashboard — that invalidates the old key immediately. Then review your transaction history for anything you didn't authorise. Email us if you spot something.

Developer questions

Everything you need to integrate is in the API documentation and the live developer portal (which shows your own API key when you're signed in). For deeper integration questions — webhook design, idempotency, retry behaviour — email us; we read those carefully and reply with detail.

Response times

We aim to reply to every email within one business day (Mon–Fri, Lagos time). Issues that involve a money refund or a vendor escalation can take a little longer because we need to wait on partner confirmations.

Legal & privacy

For privacy or data-rights questions, see our privacy policy or email us. For all questions about the terms governing your use of the service, see the terms of use.