FAQs

Our FAQs

Can I buy token at any hour of the day?

Definitely! The platform is 24 hours. You can buy electricity, airtime, data and pay your cable TV subscriptions anytime, anywhere.

Do I need to register another number to purchase for other meters?

No please, you can pay for any meter with only one account.

What do I do if my token is not generated after payment?

You can send us an email at info@wapay.ng or call any of our numbers listed on the contact page.

Why did my meter reject the token?

The purchase could be for the wrong meter number. Kindly confirm you are loading the token on the right meter. Also it could be that the meter is yet to be activated- An activation code will be required from the distribution company. There might be change in your tariff index..

When I loaded the token, I got a response used but still don’t have power supply.

A token can only be utilized by a specific meter number. Used simply means, the token has already been loaded on the meter. Ensure there is power supply in your area; confirm the phase you are on has power supply. Put off generators and inverters and do a change over to confirm power supply. This could also be as a result of technical Fault or loss of phase and Meter entering tamper mode

Why do I have a debt on my meter?

Debt on a meter can occur for several reasons. The cost for the units on a newly installed meter is paid by the customer (as debt) on their first recharge of the meter. Migration of Previous Debt: If the property used an analog meter before the installation of a Prepaid meter, or using the estimated billing (Post Paid) and there was a debt before the installation of the prepaid meter, the debt on the estimated (Postpaid) billing account is migrated to the Prepaid meter account. Penalties: If there was a bypass or illegal connection discovered in the house, the penalty charge is added as debt to the prepaid meter account. Kindly visit the nearest electricity distribution company office to discuss your debt profile. As all meters are domiciled with them.

Can I load the token I purchased on another prepaid meter?

Right now, this is not possible; token is generated and encrypted using the unique ID of the meter. This is to ensure that token generated can only be used by the specific meter

I was debited for a failed transaction

Kindly contact our 24-hour support team on 0906 6666 839 or send us an email at support@wapay.ng

The number of units I got was lesser.

It could be as a result of the following: There is a possibility a debt has been migrated on your meter, kindly check your token details for any debt deductions. If the previous payment was inclusive of free units. Kindly check your token details. It could also mean your tariff plan index has been changed.

I bought for a wrong meter number.

A token is generated and encrypted using the unique ID of the prepaid meter number. This is to ensure that token generated can only be used by the specific meter number it was vended on. You can only load the token digits for the meter number you purchased for. Hence, please confirm your meter number before going ahead to vend. Kindly contact our 24-hour support team on 0906 6666 839 or send us an email at support@wapay.ng for resolution of this issue.

My meter is dispensing fast.

All prepaid meter token is generated from one central server both for online payments and the vending office. There is no difference buying online. Please turn of all appliances when not in use as appliances left on standby can still draw about 20% or more of normal electricity in use and use energy saver light bulbs. Kindly contact a Meter Engineer as this could be as a result of this following: -High consumption -Electricity theft -Leakage

I want to edit the name on my meter number.

The name and address displayed is same one registered on the distribution company’s system. Kindly visit the nearest electricity distribution company office to edit this information on your meter. However, we can process a utility bill for you. Please send us an email to support@wapay.ng

Can I cancel my token and get a refund?

Right now, this is not possible. A token can’t be cancelled. Refund is only possible if a token has not yet been processed. Kindly contact our 24-hour support team on 0906 6666 839 or send us an email at support@wapay.ng for further assistance

How long before my token expires?

Validity period for a token is 3 months. However, Meters with series 021, 01011 have to load the first token generated before loading another token..

What payment options are available?.

Debit Card, USSD, Bank Transfer, Buy now and pay in 14 days.

What happens if my Card (Verve, Visa, MasterCard) doesn't work?

Kindly register your card for online transactions. There is a 90% chance your card would work. However, you could also pay with bank. On the payment page, click on ‘pay with bank’ select your bank name and fill in the required information. Some banks will require you to provide your account number. Check that the following information has been filled correctly: You entered all card information correctly? You filled in the required card information (Card number, CVV- last three digits behind your card, Expiry date- month and year)? Do you have any restrictions from your bank? Try with a different browser or device. You could also select the USSD/bank transfer payment option, select your bank name and provide the required information

What should I do if I did not get my airtime or data?

Kindly contact our 24-hour support team on 0906 6666 839 or send us an email at support@wapay.ng.

What should I do if DSTV, GOTV or Startime does not come up after payment?

It may take several hours for your decoder to be reset. After waiting several hours and your decoder still does not come up, Kindly contact our 24-hour support team on 0906 6666 839 or send us an email at support@wapay.ng.

Where to call if I have questions about my bill?

Kindly contact our 24-hour support team on 0906 6666 839 or send us an email at support@wapay.ng.