Get help without guessing.
Find the right help for KYC, exchange, VTU, and transaction status. Bring your reference so support can trace it fast.
SUPPORT CASE
Exchange is pending
Safe support note
Support can trace the ledger and provider record. They should not ask for your password or OTP.
/ Support paths
Pick the problem. See what matters.
Each path uses simple words and points users to the detail support needs. This keeps help fast and safe.
Account access
Help with sign in, password reset, phone checks, and locked accounts.
KYC and limits
Understand why a limit is active and what document is needed next.
Exchange
Check rate, source wallet, target wallet, fee, and final status.
Airtime
Get help with a phone top-up or pending airtime order.
Data bundles
Check a data bundle, provider status, or delivery issue.
TV and power
Trace cable, TV, electricity, token, and receipt issues.
/ Status guide
Users should know what the status means.
Payment support is calmer when pending, failed, successful, and reversed states are explained with plain words.
Pending
The request is still moving through a provider or review step.
Successful
The wallet, biller, or bank has confirmed the action.
Failed
The action did not finish. Support may need the reference to trace it.
Reversed
The money was returned after a failed or cancelled action.
What to share with support
Transaction reference, like TPY-REF-84A2
Amount and currency, like NGN 75,000 or GHS 420
Date and time of the payment
Service type: exchange, airtime, data, TV, or electricity
Masked phone, meter, or customer number, never full secret details
/ Common questions
Short answers. No hard words.
Why is my transaction pending?
Some payments need provider confirmation. Keep the reference close. Support can use it to trace the status.
Why do I need KYC?
KYC helps TrustPay set safe limits, reduce fraud, and protect wallet activity.
Can support change my balance?
No. Support should trace the ledger and provider record. Money changes must follow safe records.
What should I never send?
Do not send passwords, OTP codes, full card details, or full bank account numbers.
Keep private details private.
TrustPay support should never ask for your password, OTP, full card number, or full bank details. Use masked data and transaction references.