Money was taken but nothing changed
Support checks and decides
Quick answer
Do not pay again and do not approve a second PIN prompt. A payment can take a while to show. Check History in the app or the status on the pay page. If money left but nothing shows after 30 minutes, send support the paying number, amount, time and transaction ID.
Do not pay again while support checks your payment.
What to do
- Do not pay again. If a second PIN prompt appears for the same payment, do not approve it.
- Find the MTN or Airtel confirmation SMS on the phone that paid. Keep it: it has the transaction ID.
- Paid on pay.majibuafrica.com? Keep the page open. "We are checking this payment" means wait. "Payment received; it is being added to the loan" means it arrived.
- Paid in the Majibu app? Open History, then pull down on Home to refresh.
- Paid by merchant code? It is matched from MTN and Airtel statements and takes longer.
- Still nothing after 30 minutes? Message support with the details below.
Good to know
- The SMS from MTN or Airtel shows that money left the paying number. Your loan changes when Majibu receives it. These are two separate steps.
- A screenshot helps, but support still checks the payment with MTN or Airtel before it counts.
- Someone else paid for you? Send their number. It is the number we trace.
- Payment shows but the phone is still locked? See I paid, but my phone is still locked.
Contact support if
- money left the paying number and nothing shows after 30 minutes
- you were charged twice for one payment
- History shows a different amount from what you paid
Have this ready
- the number that paid
- the amount
- the date and time you paid
- the transaction ID from the SMS
- your pay code or the phone number on your loan
Never send your Mobile Money PIN. Majibu staff never ask for it.
Thank you.
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