A person answers.

Common questions

I paid but the airtime has not arrived

Open the receipt link from your payment, or History in the app. If it says success, the network has it; give it a minute and check the phone’s balance. If it says pending or unknown, our supplier has not confirmed yet; we re-check automatically every two minutes and it resolves on its own. If it says failed or refunded, your money is on its way back. Anything else, send us the reference.

My ZESA token has not arrived

Tokens go to the email or phone you gave at checkout, and are shown on the receipt page itself. Check spam. If the receipt page shows the purchase as paid but no token after five minutes, ZETDC is slow; we keep chasing it and send the token the moment it is issued. Send us the reference if it is longer than that.

I typed the wrong meter number

For ZESA we show you the account name on the meter before Pay is available, and refuse meters ZETDC does not know, so this should be rare. If a valid meter belonging to someone else was credited, ZETDC does not reverse tokens and neither can we. Contact us anyway; we will tell you exactly what happened.

I sent airtime to the wrong number

Airtime cannot be recalled once the network has delivered it. Please check the number before paying. If the purchase failed, you get a refund automatically.

ZESA says it does not recognise my meter

A prepaid meter number is eleven digits, printed on the meter and on any old token receipt. Check for a missed or doubled digit. If ZETDC still rejects it, the meter may be a postpaid account or a new installation not yet registered; ask ZETDC.

How long does a refund take?

To a Jusa wallet: instantly. Through Pesepay to EcoCash, OneMoney or a card: usually one to five working days, depending on the provider.

The sign-in code never comes

Try the other channel: if WhatsApp did not deliver, choose SMS, or the other way round. SMS codes only reach Zimbabwean numbers; from abroad use WhatsApp. Codes expire in five minutes and you can request a new one after thirty seconds.

Can I get my wallet balance back?

Yes. Contact us from the account’s own number and we will refund the unused balance to a payment method in your name.

Deleting your account

You can delete your account yourself, at once, in three ways:

• In the app: scroll to Your account on the home screen and tap Delete account, then confirm.
• On the web: sign in and go to jusa.localhost.co.zw/account/delete.
• By message: email or WhatsApp us from the account’s number and ask. We do it the same day.

What is removed, what is kept and for how long is set out in the privacy policy. Refund any wallet balance first; deletion forfeits it.

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