How to file a claim with PaySika?
When you make a transaction, there may be rare cases where you encounter minor issues. Don’t panic. Just follow the instructions below, and everything will be resolved.
It may happen that when you recharge your PaySika account, your Mobile Money account is debited, but your PaySika account is not credited. Don’t panic…
It’s either just a connectivity issue, and in that case, it may take up to 24 hours for the money to appear in your PaySika account automatically.
Or it’s a communication issue between our partner's Mobile Money platform and the PaySika system. In this case, a PaySika Agent must initiate the complaint with our Mobile Money partner. This can take up to 36 hours.
What you need to provide to PaySika:
The amount of the transaction,
A screenshot proving your Mobile Money account was debited,
A screenshot of your history showing the disputed transaction,
Your phone number linked to PaySika,
And the phone number used to make the recharge, if different from the one linked to PaySika,
The date when the transaction was made.
If you make a withdrawal from PaySika to a Mobile Money account and are debited on PaySika but not credited on Mobile Money, don’t worry. This is due to an interconnection issue between the two systems.
Only a PaySika Agent can resolve the problem. The agent will contact the Mobile Money operator to verify whether the person actually didn’t receive the money. If confirmed, the user will be refunded — not on Mobile Money — but directly back into their PaySika account and will be asked to retry the transaction.
Expect a delay of around 72 hours for our partners to complete the review.
What you need to provide to PaySika :
The amount of the transaction,
A screenshot of your history showing the disputed transaction,
Your phone number linked to PaySika,
The phone number used to perform the withdrawal if it’s different from the one linked to PaySika,
The date the transaction was made.
If you made a card payment and it didn’t go through, don’t worry.
If your PaySika account was debited, but the transaction didn’t complete on a website or with a physical merchant, don’t panic. The money will be automatically refunded within 7 business days maximum.
If after this period you still haven’t received your money, contact PaySika customer service immediately.
Please note: PaySika customer service cannot take action before the 7-day window has passed.
What you need to provide to PaySika:
The first 6 digits and the last 4 digits of the card used,
The amount of the transaction,
The date the transaction was made,
The name of the website or store where the payment was attempted,
A brief description of what happened.
You can contact customer service directly through the chatbot section in the app, or via this link:
PaySika’s social media and contact page
1 - Problem when recharging your PaySika account
It may happen that when you recharge your PaySika account, your Mobile Money account is debited, but your PaySika account is not credited. Don’t panic…
It’s either just a connectivity issue, and in that case, it may take up to 24 hours for the money to appear in your PaySika account automatically.
Or it’s a communication issue between our partner's Mobile Money platform and the PaySika system. In this case, a PaySika Agent must initiate the complaint with our Mobile Money partner. This can take up to 36 hours.
What you need to provide to PaySika:
The amount of the transaction,
A screenshot proving your Mobile Money account was debited,
A screenshot of your history showing the disputed transaction,
Your phone number linked to PaySika,
And the phone number used to make the recharge, if different from the one linked to PaySika,
The date when the transaction was made.
2 - Problem withdrawing from PaySika to your Mobile Money account
If you make a withdrawal from PaySika to a Mobile Money account and are debited on PaySika but not credited on Mobile Money, don’t worry. This is due to an interconnection issue between the two systems.
Only a PaySika Agent can resolve the problem. The agent will contact the Mobile Money operator to verify whether the person actually didn’t receive the money. If confirmed, the user will be refunded — not on Mobile Money — but directly back into their PaySika account and will be asked to retry the transaction.
Expect a delay of around 72 hours for our partners to complete the review.
What you need to provide to PaySika :
The amount of the transaction,
A screenshot of your history showing the disputed transaction,
Your phone number linked to PaySika,
The phone number used to perform the withdrawal if it’s different from the one linked to PaySika,
The date the transaction was made.
3 - Problem with card payment
If you made a card payment and it didn’t go through, don’t worry.
If your PaySika account was debited, but the transaction didn’t complete on a website or with a physical merchant, don’t panic. The money will be automatically refunded within 7 business days maximum.
If after this period you still haven’t received your money, contact PaySika customer service immediately.
Please note: PaySika customer service cannot take action before the 7-day window has passed.
What you need to provide to PaySika:
The first 6 digits and the last 4 digits of the card used,
The amount of the transaction,
The date the transaction was made,
The name of the website or store where the payment was attempted,
A brief description of what happened.
How to contact customer service?
You can contact customer service directly through the chatbot section in the app, or via this link:
PaySika’s social media and contact page
Updated on: 21/04/2025
Thank you!