Occasionally a payment is made twice, often when an M-Pesa prompt is approved after a retry. If you believe you were double-charged, follow these steps to get it resolved quickly.
First, Confirm It Is a Duplicate
- Log in to Billing → My Invoices and check whether two payments were applied to the same invoice
- Check your M-Pesa messages for two separate transaction codes with the same amount and time
- Note that a renewal plus a separate service can look like a duplicate but is not
Gather the Evidence
Have these ready before contacting us:
- The invoice number affected
- Both M-Pesa transaction codes (or card references)
- The date, time, and amount of each charge
Contact Billing
Open a ticket in the Billing department or use the /contact page. Include the details above. We will verify the payments against our records.
How It Is Resolved
Once confirmed, you can usually choose:
- A refund to your M-Pesa or card, or
- An account credit applied to your next invoice
Credits are instant; M-Pesa and card refunds take a few business days depending on the channel.
Tip: Always keep your M-Pesa confirmation SMS until you have verified the payment reflected correctly in the client area.