I Paid But My Credits / Balance Haven't Updated

Paid, But Nothing Changed Yet?

Most mobile-money and bank top-ups land within a few minutes, but a few things can delay them. Here's how to get it sorted quickly.

Give it a few minutes

Mobile-money confirmations can lag during peak times. Refresh Portal > Billing after about 5 minutes before doing anything else.

If it still hasn't shown

Have these ready — they let us match the payment instantly:

• The transaction/reference number from the M-Pesa, Tigo Pesa, Mixx, or CRDB confirmation SMS.
• The amount and the date/time you paid.
• The phone number or account you paid from.

Send those to us and we'll apply the credit to your account right away.

Common reasons for a delay

• Paid to the wrong paybill/number: We'll still trace it — send the reference.
• Name/number doesn't match your account: Common when someone pays on your behalf. Tell us who paid.
• Bank transfer: Bank settlements can take longer than mobile money — same process, send the reference.