Packages, top-ups, and vouchers

Add service from the portal

The portal distinguishes packages already associated with the subscriber from packages currently available for purchase.

Your packages

Open Packages to review current/past package cards and their service details. The newest plan is listed first. If the list is empty, no package is associated with the account in the portal result; the operator should verify subscriber/package assignment.

Top up

1. Open Top up.
2. Choose an eligible package.
3. Review name, price, speed, duration, and type.
4. Continue to the payment request.
5. Authorize through the configured gateway (for example a phone prompt/hosted checkout).
6. Keep the page open while payment status is polled.
7. Wait for the paid confirmation and verify the current plan/expiry.

The request sends the selected package_id. Availability is determined by the ISP and subscriber context. PPPoE subscribers see PPPoE plans. Other subscribers see Hotspot, Data Plan, Free Trial and TV plans. Hidden and inactive plans never appear. Plans are sorted cheapest first.

With a phone prompt, the page checks the payment every 2 seconds for up to 2 minutes. If nothing arrives by then, it says it has not seen the payment yet. Hosted checkouts, such as Paystack or PesaPal, send you to the provider’s page instead. You need a phone number on your profile before paying. A page that says “waiting” has not confirmed payment. Do not submit again until checking the first attempt.

Redeem a voucher

1. Open Redeem.
2. Enter the voucher code exactly (required, maximum 32 characters).
3. Submit once.
4. Confirm the success result and current package/expiry.

Spaces and dashes in the code are ignored, and letters are read as capitals. After 10 failed tries, wait 15 minutes before trying again.

Voucher errors can mean mistyped, wrong ISP, already used, expired, incompatible package, or another operational rejection. The message says which: for example “Voucher has already been used” or “Voucher has expired”. The operator can search the voucher record before issuing a replacement.

Payment succeeds but plan is unchanged

Record the payment/checkout reference and time. Refresh Account once, then contact the ISP. The operator should reconcile the payment, subscriber, package, expiry, and gateway callback before asking for another payment.