Unable to top up my balance ?

There are 2 main reasons why users could not top up 

1) Using an old version mobile ( v1.380 ) will not allow them to proceed to bank login page.

Solution : Please ask users to upgrade by going to Play store / App store on their devices. Please check the App version on the chat box. 

Please check transaction details on the Ops Portal, please look out for the error messages like insufficient funds or time out. 

2) If top up is still showing as 'pending ' or 'processing', 

Solution : Check with users if they have enter their banking TAC code .

If Yes - transaction is successful and do get users to reboot and check after 5 minutes 

If No - Transaction unsuccessful and will be cancelled 

If customer has applied the TAC Code and transaction gone through and it is showing at the banking end of the bank provider, please get customer to ,

1- Print screen the TAC code 

2- escalate to the ESCALATION TEAM as below with email and contact details together with Internal Note with information :-