Support
A person answers.
Most problems are a reference number away from being solved. Send us the reference from your receipt or history and we will take it from there.
Email jusa@localhost.co.zw · WhatsApp +263784442662
Hours: 08:00 to 20:00 CAT, seven days. Outside those hours we still read messages; failed purchases are sent again automatically either way.
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, we send it again or the amount is in your Jusa Credit. 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, we send it again, or the amount goes into your Jusa Credit.
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.
What happens to my money if a send fails?
If you paid from Jusa Credit, it is back in your Jusa Credit at once. If you paid by EcoCash, OneMoney or card, we send it again; if it still can’t go, send us the order reference and the number you’d like credited, and the amount goes into Jusa Credit on that number for your next send. Payments by EcoCash, OneMoney or card cannot be reversed back to them.
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 Jusa Credit back as cash?
No. Jusa Credit can only be spent on airtime, bundles and ZESA tokens through Jusa. It does not expire while your account is open.
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. Spend any Jusa Credit first; deletion forfeits it.