Frequently Asked Questions - Customers

What is KongaPay?

KongaPay is a way to pay and get paid for things. At first, it was built for Konga.com. People loved using it so much that Konga decided to share the love and make it available even outside the Konga.com platform.

How to register on KongaPay back to top.

Registration on KongaPay is just as easy as transacting. Because we understand the peculiarities of our customers, we have reviewed our registration process to be simpler and customers can operate on different levels. The requirements levels are broken down as follows;

 

KongaPay Classic:

- Name

- Phone number (Verified with One Time Password)

- Date of Birth

- Gender

- Home address

 

KongaPay Premium:

- Name

- Date of Birth

- Gender

- Home Address

- Card or Bank Account details

- BVN

 

To get started, simply follow the steps below;

  • First, download the app on the Google play or App store. If you do not own an Android or Apple device, you can still sign up by visiting the website, kongapay.com to sign up.
  • Enter your personal information. This includes your name and contact details.
  • The next steps would be to create a Pin and enter the verification code sent to your phone
  • Then you officially have a Kongapay account.

 

Your registration is just this once and you will not be required to provide the same information when making a purchase or payment.

As a KongaPay Classic user, you can only make transactions on KongaPay if your wallet has been funded by another KongaPay user.

Debit card number, BVN, Account number. Why do you collect all this information to sign me up? back to top.

When you create a KongaPay account, we want to make absolutely sure that you are who you claim to be. This is why we use the BVN service to verify the information you provide. Once you create your account, you’ll notice how pain free it is to use KongaPay.

Forget tokens. Forget your wallet, even. We totally understand how tedious it must feel to enter all this information each time you make a payment. We also understand that we’re handling sensitive information. That’s why we only bother you for all this info once at signup.

In fact, it’s become a saying around here – you only KongaPay once #YOKO!

I’m using the right phone number linked to my BVN but it still says “One or more of your details is incorrect”. back to top.

How frustrating! We really don’t like it when that happens to our customers. We’ve seen this happen when there have been errors between the records held at the bank and what the bank sent to the BVN service.

For this, you’ll need to contact your bank. Make sure their records reflect the phone number you expect. Also make sure there isn’t an error with the date of birth on your records. We apologize for the inconvenience. You know we’d fix this ourselves if we could!

What’s the guarantee that my bank information will be safe if I give it to KongaPay? back to top.

We take no prisoners when it comes to the security of your information.

First of all, you are always in control. No debit can occur on your account without you first authorising it with the KongaPay PIN and verification code sent by your bank to your phone or email. It’s like having two keys on the door to your account.

Secondly, we don’t store your sensitive payment information. We simply verify what you provide against your bank’s database. So, when you forget your PIN, we need proof that it is indeed you making the request. The fastest way to do this is to have you re-verify the information you entered when you signed up.

Finally, KongaPay is a regulated mobile money operator and are required by the Central Bank of Nigeria to maintain the same security standards you’ve come to trust with your bank.

Are there any transaction limits? back to top.

In compliance with the Central Bank of Nigeria (CBN) regulations, transactions from your KongaPay account will be limited to the following:

KongaPay Lite: Maximum transaction limit of ₦3,000 per transaction / Maximum Daily Limit of ₦30,000 per day

KongaPay Classic: Maximum transaction limit of ₦10,000 per transaction / Maximum Daily Limit of ₦100,000 per day

KongaPay Premium: Maximum transaction limit of ₦100,000 per transaction / Maximum Daily Limit of ₦1,000,000 per day

 

PLEASE NOTE: These daily limits only apply to transactions from your KongaPay account; your bank’s transactional limits still apply.

For additional information on Tier upgrades please call: 0809 999 0295 or send an email to  support@kongapay.com

***To enjoy more on KongaPay, we recommend that you upgrade your account to KongaPay Premium. You can do this by simply updating your bank information under “Settings” on the App or by logging into your profile on our website.

Why am I being prompted to add my banking details as a KongaPay Classic user? back to top.

If you try to complete a transaction and you do not have funds in your wallet (your wallet can be funded by another KongaPay user – irrespective of level) you will be required to link your bank account to your KongaPay account to complete your transaction.

To link your bank account details to KongaPay, log into our App or website, navigate to settings, select Add Bank or Card and fill out the necessary fields, it’s easy and quick.

What is the difference between KongaPay Classic and KongaPay Premium? back to top.

KongaPay Classic KongaPay Premium
Maximum of ₦10,000 per transaction Maximum of ₦100,000 per transaction
Maximum daily limit of ₦100,000 Maximum daily limit of ₦1,000,000
Cannot complete transaction without funds in wallet Transactions can be completed even without funds in wallet
Wallet can only be funded by another KongaPay user Wallet can be funded by account owner and also other KongaPay users.
Gets a monthly maximum of N1000 discount on purchases on Konga.com and payments for Airtime, DSTV and GOTV subscription. Gets a monthly maximum of N2000 discount on purchases on Konga.com and payments for Airtime, DSTV and GOTV subscription.

Can I set up auto-renewal for my TV Subscription? back to top.

Yes you can and quite simply too, just follow these simple steps:

  • Click on TV subscription on the dashboard or select this from “services” on your mobile app
  • Select your preferred TV subscription (DSTV or GOTV)
  • Key in your smartcard Number
  • Choose your preferred bouquet
  • Since you want the payment to auto renew monthly, tick the box for “Auto-renewal”
  • If you do not have a card information already, you will be prompted to update your card info
  • You will be prompted to put in your pin and OTP (One Time Password)

And you are done.

Should you change your mind, you can always cancel the auto-renewal by going to settings on the App or website, click on Active Subscriptions to view or cancel your active subscription(s). Both processes can be done either on the app or webpage.

If you have any issues with the activation, please call 080 9999 0295 or send a mail to support@kongapay.com

 

What do I do if I have issues registering for KongaPay? back to top.

If you get an error while registering for KongaPay, the most common errors are related to issues associated with your BVN.

Kindly contact your account officer at your Bank to confirm that your Date of Birth and Telephone Number associated to your BVN is accurate and that these information were correctly inputted upon registration for KongaPay.

How secure is KongaPay? back to top.

KongaPay is safe and secure. We are in partnership with recognized banks in Nigeria. Also, the application has a two-factored authentication for linkage and is protected with a 4 digit KongaPay PIN and a 6-digit one time Password for authentication.

All these are in addition to other security measures that have been put in place to ensure that your transaction information is protected from intruders.

Why is my bank not on the drop down list? back to top.

Your Bank might not appear on the list of active banks if we are having issues connecting to it. In the case where a bank has connection issues, our system temporarily disables your bank from the dropdown list up until the connection is restored.

How do I get my OTP? back to top.

Your OTP will be sent to the telephone number registered with your bank or email depending on the bank. Which happens within seconds, in the event that it is delayed, please use the Resend OTP feature on KongaPay.

What if my bank details have been compromised? back to top.

How do I know it’s not from KongaPay? If your bank details have been compromised, kindly contact 0809 999 0295 to report the issue. KongaPay will only take money out of your account once you authorize KongaPay to do so by inputting your KongaPay Pin and One time password sent to your telephone or email for authorization of the transaction.

Can I have multiple KongaPay accounts? back to top.

No, because each KongaPay account is linked to a single BVN number.

How long does it take for my KongaPay payment to be processed? back to top.

Payment processing happens instantly.

What transaction types can I perform using KongaPay? back to top.

KongaPay can be used to pay for goods and services on the app as well as offline at a range of merchant stores and locations.

Please check the app dashboard for merchants that are currently available on the platform. You can also set up a recurring payment for certain services and merchants of your choice.

How do I make a payment using KongaPay? back to top.

To make a payment (online):

  • Launch the KongaPay app or visit www.kongapay.com/login
  • Login with your four-digit PIN and your mobile number
  • Click on 'Pay'
  • Scan the QR code or add the code or the merchant ID or enter the merchants name in the name tab
  • Confirm transaction amount and authorize the transaction via KongaPay 4digit Pin and One time password sent to your telephone number from your Bank
  • Viola, your transaction is processed and your Wallet/Account/Card will be debited with the transaction amount.

Make payments (Offline):

  • Merchant gives your their KongaPay MPOS device
  • Confirm transaction amount
  • Authorize KongaPay Pin and One time password sent to your phone from your Bank
  • Click on 'Pay'
  • Account is debited with the transaction amount

Will I receive alerts for transactions done on KongaPay? back to top.

Yes, you will receive alert for every transaction performed or carried out using the app either as a push notification on your app or via email.

How do I keep my app safe? back to top.

Your KongaPay Login PIN & One Time Password should not be disclosed to another person. It is also advisable that you change your PIN when you have reason to believe that it has been compromised.

What happens if my phone is missing or stolen? back to top.

In the event that you lose your phone, please call Our Contact Centre 0809 999 0295 or send an email to support@kongapay.com authorizing us to block your account as soon as possible.

Why are my transactions failing? back to top.

Your financial institution may decline your transactions for one of the following reasons:

  • Your bank may be experiencing Server/Network issues
  • Your account balance may be insufficient to complete the transaction
  • You may have exceeded the daily Maximum spend limit allowed by your financial institution for KongaPay transactions
  • There might be a debit restriction on your card or account (some accounts such as Salary accounts may have restrictions placed on them), please contact your bank to verify that no restrictions are active on the account
  • If your Card is linked to multiple accounts, please ensure that both accounts are sufficiently funded to complete your transaction, as KongaPay cannot determine the default account that will be charged by your bank

Who do I contact for support? back to top.

You can contact our support center on 0809 999 0295 or send an email to support@kongapay.com

How do I raise a dispute? back to top.

If you have a dispute with your transaction;

  • Log into the app
  • Click on the Transactions link on the dashboard
  • Select the transaction you have a dispute with
  • Click on the report an issue button
  • Input the reason why you want to raise a dispute
  • An email will be sent to all parties involved
  • A resolution will have to be agreed between both parties. If an agreement cannot be reached, KongaPay will then have to investigate the issue and provide a resolution

Will I get refunded when I cancel my order? back to top.

You will automatically get refunded when you cancel your order before it gets shipped if you have a valid KongaPay account. If you returned an item after it has been delivered, we will automatically refund after the return has been validated. *This only applies to Konga Transactions*.

There seems to be a mismatch in your bank name: back to top.

While setting up your payout bank, you might come across this error. Not to worry as this is due to the difference in the name inputted on the KongaPay platform and the name currently on your ATM card or with your Bank.

To have this rectified, provide a clear scanned copy of a valid means of Identification (National ID or Driver's license or International passport) bearing same name as it is on your banking details to support@kongapay.com.

This phone number is linked to another user: back to top.

This means you are already registered on KongaPay...simply log into KongaPay with your mobile number and pin.

Refund for replacement: back to top.

You can make use of your refunded sum to replace or re-purchase an item on Konga.com or any other enabled merchant by simply clicking on KongaPay as a method of payment.

In a case where your expected payment exceeds the amount in your KongaPay wallet (not to worry your KongaPay wallet will be debited first or used as part payment and the balance taken from your bank account. It’s easy and fast without hitches.

KongaPay is a safe and secure payment method and can be regarded as the preferred online payment platform in Nigeria. KongaPay was created in partnership with leading banks in Nigeria to ensure trust and safety for buyers and sellers. Though created to meet the needs of shoppers on Konga.com, KongaPay services have expanded beyond those walls to meet the needs of Nigerians seeking a payment solution that is accessible, affordable, convenient, easy to use and secure. KongaPay is convenient and easy to use, it puts customers in total control, and you need not worry about signing up for internet banking, repeatedly applying card details, or having to grapple with bank transaction charges. Today, KongaPay offers the following services; Bank transfers (with ZERO transaction fee), Airtime Purchase (MTN, Globacom, Etisalat and Airtel), TV Subscription fee payment (GOTV & DSTV), purchases on online platforms such as Konga.com, Lightup.com.ng, Kounty Kitchen (kountykitchen.com), talkingbookz.com, mymotoshield.com, etc. Offline stores are not left out as KongaPay offers the service called MPOS which turns every mobile phone into a POS machine! Some of our offline partners include Mr Biggs, CityDia Superstores and Café Neo. KongaPay also offers free account setup and cheap pricing for merchants. The Payment Solution is available on The Web (Mobile and Desktop), IOS and Android devices. This means that you can access the application at home, at work, or even on the go. To get started, simply register your preferred bank via the Mobile App or website, validate, and log in to being transacting. Gone are the days of traditional modes of payments which involved cash and cheques etc. With advancement in technology and the introduction of e-commerce, different methods of online payments have been introduced and have been embraced over the years as people are now more informed as to the ease and convenience of online payments, which is one of the numerous benefits of using KongaPay. So if you are looking for a mobile online and offline solution that is convenient, easy to use, incurs zero cost when transferring and receiving money, and 100% security, KongaPay has it all.