My payment is not going through

Read the message on the payment screen first: it says what went wrong and what to tap. If the screen says Checking your payment, wait and do not pay again. If money has left your account but your plan is not active, go to I paid but Premium is not active.

No prompt appeared on my phone

• Check the number. Use a Zimbabwean mobile number such as 0771234567.
• Match the method to the network. EcoCash works with Econet numbers and OneMoney works with NetOne numbers. If they do not match, the app tells you which one to choose.
• Keep the phone with that SIM switched on, unlocked and in signal. The prompt only lasts about a minute.
• If the app says the number is not registered with that wallet, check the number or pay with EcoCash.

What the messages mean

These are for the app downloaded from murudo.co and for Murudo Web.

• EcoCash declined this payment (or OneMoney, or InnBucks): the wallet refused the payment before you could approve it. This is usually low balance. Top up and tap Try again, or tap Pay another way.
• The EcoCash request timed out: Murudo did not get a confirmation in time. If you had not entered your PIN, tap Try again and enter it as soon as the prompt appears. If you had entered it, check your EcoCash messages first. If the money has gone, do not pay again.
• Card payment didn't finish: the Paynow page was closed, or the card payment was not completed. Tap Use EcoCash, or start again with your card.
• Payment not confirmed: Murudo stopped waiting for this payment. You can try again, but check first that no money has left your account. What happens if the earlier payment still completes is in What "Checking your payment" means.
• Review Payment Details: the price changed before the payment started, so no payment was started. Tap Back to Refresh, then start again at the price now shown.
• A message that OneMoney cannot process an amount this small: pay with EcoCash for that item.
• A message that Paynow is temporarily unavailable, or that the payment could not be started: wait a few minutes, then try again or use another method.
• A message that a payment is already in progress, with a reference: an earlier payment is still being checked. Do not start another one.
• Payment Needs Review: do not pay again. Tap Contact Support. It opens an email to support with your reference filled in.
• Payment Failed: read the line under it. If it says not to pay again, contact support before you try anything else.

A message in your Inbox

If an EcoCash, OneMoney, InnBucks or card payment did not go through and you have not paid since, Murudo also sends you a message about it in your Inbox (open the Profile tab, then Inbox). It says which payment it was and the reference. Tap Try again under the message to open the same purchase at today's price. You get at most one of these messages a day.

If money did leave your wallet for that payment, do not pay again: email support@foretellhq.com with the reference and the confirmation message you received.

When you buy boosts, you may be told you still have boosts remaining and to use them first. See Buy boosts.

In the app from Google Play

• Cancelled: Google Play's sheet was closed before the purchase finished. Tap Try Again.
• Purchase Failed: check the payment method on your Google account, then tap Try Again.

More in Pay through Google Play.

If it still does not work

Try once more on a good connection, or use Murudo Web at murudo.co/app with the same account. If it keeps failing, contact support: in the app, open Profile, Inbox, Contact Murudo, or email support@foretellhq.com. Include:

• your username or the email on your account
• the method you used and the number you paid with
• the date, the time and the amount
• the message on the screen, and the reference if one is shown. A screenshot is best.