Support Center

Airtime is usually delivered instantly (under 10 seconds). However, local networks like MTN, Airtel, and Safaricom can occasionally experience congestion. Please wait 15 minutes for the top-up to process.

If it still hasn't arrived after 15 minutes, please contact our support team with your Transaction ID, and we will check the status with the carrier immediately.

Airtime is credit that can be used for calls, SMS, or converted to data by the recipient. The recipient decides how to use it.

Data Bundles are specific internet packages (like 5GB for 30 days) that are delivered directly. The recipient gets the exact data plan you selected—no conversion needed.

Yes, you can send airtime to any active mobile number on our supported networks in Nigeria, Ghana, Kenya, and Cameroon. We support:

• Nigeria: MTN, Airtel, Glo, 9mobile
• Ghana: MTN Ghana, Telecel (Vodafone), AirtelTigo
• Kenya: Safaricom, Airtel Kenya, Telkom
• Cameroon: MTN, Orange, Camtel, Nexttel

To pay an electricity bill:

• Select "Utilities" from the home screen
• Choose your country and electricity provider
• Enter the meter number
• We'll verify the account name—confirm it matches
• Enter the amount and complete payment
• The token will be displayed in-app and sent via SMS

Unfortunately, once a utility payment is processed and the token is generated, it cannot be reversed. The token is tied to the specific meter number provided.

Important: Always verify the account name displayed during checkout matches your intended recipient before confirming payment.

We support major electricity providers including:

• Nigeria: IKEDC, EKEDC, AEDC, IBEDC, PHED, EEDC, KEDCO
• Ghana: ECG (Electricity Company of Ghana), NEDCo
• Kenya: KPLC (Kenya Power)
• Cameroon: ENEO

After purchasing an eSIM:

• You'll see an "Install eSIM" button on the receipt screen
• Make sure you're connected to a stable WiFi network
• Tap "Install" and follow the on-screen prompts
• Important: Turn on "Data Roaming" for the new eSIM in your phone settings to get internet access

Most modern smartphones support eSIM, including:

• iPhone: iPhone XS/XR and newer
• Samsung: Galaxy S20 and newer, Galaxy Z Fold/Flip series
• Google: Pixel 3 and newer

To check: Go to your phone's Settings → Cellular/Mobile → look for "Add eSIM" or "Add Cellular Plan" option.

If your eSIM isn't connecting, try these steps:

• Check Data Roaming: Go to Settings → Cellular → select your eSIM line → turn on "Data Roaming"
• Toggle Airplane Mode: Turn it on for 10 seconds, then off again
• Restart your phone: A simple restart often resolves connection issues
• Check coverage: Ensure you're in an area with network coverage

Transactions may be declined for several reasons:

• Card issues: Insufficient funds, expired card, or card restrictions on international transactions
• Fraud prevention: Our AI system may flag unusual activity patterns for your protection
• Location mismatch: If your billing address doesn't match your card's registered address

If you believe the decline was an error, please contact your bank or our support team.

To delete your account:

• Open the Xpedinet app
• Go to Settings → Profile → Delete Account
• Confirm your decision

Your account and personal data will be permanently deleted within 30 days. Transaction records may be retained for legal compliance purposes.

Refunds are available when:

• You were charged but the recipient didn't receive value due to a system error
• You were charged multiple times for the same transaction
• The carrier or utility provider rejected the transaction

Refunds are NOT available for:

• Incorrect phone numbers or meter numbers entered by you
• Change of mind after successful delivery
• Network outages by local carriers