Visit the PayWay website for the FAQ section covering common issues such as:
Registration problems
Adding cards
Verifying identity
This can often provide quick solutions without contacting support.
Ensure your mobile number is correct and in the proper international format.
For verification:
Make sure your ID document is valid and matches your account details.
Complete the video/selfie verification steps promptly.
If you did not receive an SMS code, check for:
Mobile network restrictions (DND settings)
Weak signal or connectivity issues
Always save receipts, reference numbers, or transaction IDs for payments (bills, taxes, withdrawals).
This information is essential if:
Payment is not reflected
Amount is incorrectly credited
For issues such as:
Payments not showing
Withdrawal failures
Any other PayWay-related problem
Use official support channels: helpline, email, or social media.
Provide complete details:
Account number
Transaction ID
Date/Time
Amount
Explanation of the issue
When using a retailer or agent to top-up or withdraw:
Ensure the agent’s terminal is working
Network connection is stable
Request a receipt before leaving
Unexpected charges may occur; verify:
Latest fee schedule from PayWay
Charges upfront with the agent
Service support and interface requirements (e.g., taxes, utilities)
If multiple users experience issues simultaneously (network or mobile money outage), it may not be PayWay-specific.
Options:
Check alternative payment channels
Wait until connectivity is restored