I paid, but my phone is still locked
Answered here · support can check your account
Quick answer
Your phone opens only after it connects to the internet and gets its new paid-until date. Turn on mobile data or Wi-Fi, restart the phone and wait a few minutes. Do not pay again. Still locked after 30 minutes with data on? Send support the phone number, amount and time.
Do not pay again while you wait.
Steps
- Make sure the payment went through: you have the MTN or Airtel confirmation SMS, or the pay page said Payment complete.
- Turn on mobile data or connect to Wi-Fi. On the lock screen, swipe down from the top to reach the switches.
- Check that the phone really has a data bundle or working Wi-Fi.
- Restart the phone: hold the power button, then tap Restart.
- Leave data on and wait a few minutes. The phone opens after it connects.
- Still locked? Check that you are not behind: a payment covers missed days first. See Why did my payment give me fewer days?
Good to know
- "Unlocked on our side" from support means your new date is waiting for the phone. It arrives when the phone is online.
- If you missed days, the payment may only cover those, and the phone stays locked until you catch up.
- A payment a little below your daily amount adds no day. See My phone locked even though I pay every day.
- The pay page or the app tells you when the money is on your loan. The phone itself changes only when it is online.
Contact support if
- it is still locked after 30 minutes with data on
- History or the pay page shows no payment
- the screen shows a different message than the usual lock screen
Have this ready
- the phone's number
- the number that paid, the amount and the time
- a photo of the lock screen
Never send your Mobile Money PIN. Majibu staff never ask for it.
Thank you.
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