For partner shops and Majibu agents
A customer says they paid but the phone is still locked
Answered here · support can check the sale
Quick answer
Ask the customer to turn on data or Wi-Fi and restart the phone, then wait a few minutes. Check the payment SMS together. If it is still locked after 30 minutes, message support with the phone number, paying number, amount, time and transaction ID. Never ask for their PIN.
What to do
- Turn on mobile data or Wi-Fi on the customer's phone and restart it.
- Wait a few minutes with data on.
- Check the MTN or Airtel SMS together: did the money really go to Majibu?
- Check whether the customer is behind on days: one payment may only cover missed days.
- Still locked after 30 minutes? Message support with the details below.
Good to know
- Never take the customer's PIN or pay from your own number for them.
- Do not promise the customer an unlock time. Support checks the payment and the phone.
Contact support if
- the phone is still locked after 30 minutes with data on
- the customer has no payment SMS but says they paid
Have this ready
- the customer's phone number on the loan
- the number that paid, the amount and the time
- the transaction ID
- a photo of the lock screen
Never send your Mobile Money PIN. Majibu staff never ask for it.
Thank you.
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