Note: “Payment Support” is only available on Production, not the Sandbox.
Payments
From the Payments form, select an option from the Category dropdown — these include:| Category | Description |
|---|---|
| Missing deposit enquiry | To enquire about deposits which do not reflect in the pawaPay system, but are deemed as successful by the MMO. For example, you have a MMO financial ID of a successful deposit transaction that you are unable to locate in the pawaPay Dashboard. |
| Deposit status enquiry | To enquire about deposits which reflect in the pawaPay system, but you are seeking for further clarification. |
| Payout status enquiry | To enquire about payouts which reflect in the pawaPay system, but you are seeking for further clarification. |
| Other | In case you have any other questions about transactions on your pawaPay wallets. |
What to include in a Payments request?
To help us resolve your request quickly and effectively, please include as many relevant details as possible. This will allow us to identify, investigate, and address the issue more efficiently.| Detail | Description |
|---|---|
| Amount | The amount in country specific currency. |
| MMO transaction ID | This is the ID that the customer would see for this transaction. Particularly important for reconciling payments that do not appear in our dashboard or are not in a final state. Read more about Transaction statuses . |
| Phone number (MSISDN) | The phone number of the customer. For mobile money, this is the equivalent of a bank account or card number. |
| Date and time | The date and time the problem occurred. Particularly important for reconciling payments that do not appear in our dashboard. |
| Transaction ID | The ID of the deposit, payout or refund as seen in our dashboard. |
| Additional details & attachments | Any additional details about your request, plus any relevant attachments (optional). |
Wallet to bank settlement
Use this in order to request for a settlement of funds from your pawaPay wallet to your bank account.Bank to wallet top up
Use this in order to request to top up your pawaPay wallet.Other enquiries
From here you can enquire about:| Category | Description |
|---|---|
| Financial statement enquiry | Use this if you have any questions about the data displayed on your financial statements. |
| General Finance & Treasury enquiry | In case you have any other questions related to Treasury or Finance. |
| Raise a complaint | Please use this form to submit a formal complaint regarding our service, product or an issue at hand that requires further investigation. We take all feedback seriously and aim to resolve issues promptly. |
| Other | In case you have any other general questions. |