Troubleshooting Updated Mar 2026
Credits Not Reflecting After Payment
What to do when your credits don't appear after making a payment.
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Payment Made But Credits Missing?
Here's what to do when your credits don't appear after payment.
Step 1: Wait 15 Minutes
Mobile money payments typically process within 5-15 minutes. Bank transfers may take longer.
Step 2: Verify Payment
- Check your mobile money or bank statement for the debit confirmation
- Ensure you used the correct merchant number
- Verify the amount matches a valid credit package
Step 3: Send Receipt
- WhatsApp your payment receipt to +255758309999
- Include your Sakura SMS account email in the message
- Include the transaction reference number
Step 4: Contact Support
If credits still don't appear after 30 minutes:
- WhatsApp: +255758309999
- Call: +255753930000
- Email: [email protected]
Common Causes: Using the wrong merchant number, payment to a different Sakura service (Hosting vs SMS), or account email mismatch.
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