1. Insufficient balance
Why? Your account did not cover the amount plus the fees. What to do? Top up your account or send a smaller amount. The total to pay is always shown before you confirm.
2. The confirmation request expired
Why? The confirmation request was not approved on your phone in time. What to do? Start the transfer again with your phone in hand, and approve as soon as the request appears. If no request appears, check your network coverage and that the number entered is yours.
3. Wrong PIN or payment cancelled
Why? The PIN entered was incorrect, or the payment was cancelled on the phone. What to do? Start the transfer again and enter your PIN carefully. After several errors, your operator may temporarily block your account: contact MTN or Orange.
4. Account limit reached
Why? Your Mobile Money account has limits per transaction or per period, especially on MTN. What to do? Try a smaller amount, or check your limits with your operator.
5. Inactive or unknown account
Why? The paying number has no active Mobile Money account. What to do? Check the number entered. If it is yours, contact your operator to activate your account.
6. Operator error
Why? The MTN or Orange network had a temporary problem. What to do? Wait a few minutes and try again.
I was charged, but the recipient received nothing
This is very rare. The system retries the transfer automatically. If it cannot be completed, you get a full refund, amount and fees included, within 24 hours, to the number that paid. See the refund policy.
To speed things up, message us with:
- your MVC reference (for example MVC-AB12CD34);
- the number that paid;
- the amount;
- the date and time of the transfer.