--- title: "My payment is not going through" description: "What each payment message means and what to do when an EcoCash, OneMoney, InnBucks, card or Google Play payment fails." url: https://help.murudo.co/premium-and-payments/payment-not-going-through/ section: "Premium and payments" applies_to: "Android app, Murudo Web" updated: 2026-10-19 --- # My payment is not going through What each payment message means and what to do when an EcoCash, OneMoney, InnBucks, card or Google Play payment fails. 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](https://help.murudo.co/premium-and-payments/paid-but-no-premium/). ## 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](https://help.murudo.co/premium-and-payments/checking-your-payment/). - **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](mailto: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](https://help.murudo.co/premium-and-payments/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](https://help.murudo.co/premium-and-payments/pay-on-google-play/). ## If it still does not work Try once more on a good connection, or use Murudo Web at [murudo.co/app](https://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](mailto: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. > [!IMPORTANT] > Never send your EcoCash or OneMoney PIN to anyone, including support. Nobody at Murudo needs it.