Troubleshooting: Payment Issues (EcoCash/Pesepay)

If you're experiencing payment issues with EcoCash or Pesepay, follow these troubleshooting steps.

Common Payment Issues

1. Payment Not Processing

Problem: Payment is not going through despite having sufficient funds.

Solutions:

• Verify you have sufficient balance in your EcoCash/Pesepay account
• Check your mobile network connection
• Ensure you're using the correct phone number
• Try again after a few minutes
• Restart the payment process

2. Payment Pending/Stuck

Problem: Payment shows as pending or stuck in processing.

Solutions:

• Wait 5-10 minutes for payment to process
• Check your EcoCash/Pesepay transaction history
• Verify payment was deducted from your account
• Contact your mobile money provider if payment was deducted but not reflected
• Contact Fair Haven support with transaction reference number

3. Incorrect Phone Number

Problem: Payment failed due to incorrect phone number.

Solutions:

• Verify the phone number is correct and active
• Ensure the number is registered with EcoCash/Pesepay
• Use the same number registered with your account
• Check for typos in the phone number

4. Insufficient Funds

Problem: Payment failed due to insufficient balance.

Solutions:

• Check your EcoCash/Pesepay balance
• Ensure you have enough funds including transaction fees
• Top up your mobile money account
• Verify the payment amount is correct

5. Network/Connection Issues

Problem: Payment failed due to network problems.

Solutions:

• Check your mobile network signal strength
• Ensure you have active data or airtime
• Try switching between Wi-Fi and mobile data
• Restart your device
• Try again from a location with better network coverage

6. Payment Gateway Timeout

Problem: Payment gateway timed out during processing.

Solutions:

• Wait a few minutes and try again
• Check if payment was actually processed
• Verify your account balance
• Contact support if payment was deducted but service not activated

Verification Steps

1. Check Transaction History: Review your EcoCash/Pesepay transaction history
2. Verify Account Balance: Ensure payment was deducted
3. Check Service Status: Verify if service was activated after payment
4. Save Transaction Reference: Keep the transaction reference number

What to Do If Payment Was Deducted But Service Not Activated

1. Save Transaction Details:

- Transaction reference number - Date and time of transaction - Amount paid - Phone number used

1. Contact Support:

- Email: support@fairhaventech.net - Phone: +263 71 379 9312 - Provide all transaction details

1. Wait for Resolution: Our support team will investigate and resolve the issue

Prevention Tips

• Ensure sufficient balance before making payment
• Use a stable network connection
• Double-check phone number before confirming payment
• Keep transaction reference numbers
• Complete payment in one session (don't close browser/app)

Need More Help?

If you continue to experience payment issues:

• Email Support: support@fairhaventech.net
• Phone Support: +263 71 379 9312
• Include Details: Transaction reference, phone number, amount, date/time

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Last updated: December 2025