How do I know my payment has been received?
We send a payment confirmation for every transactionand you may also view your transaction history by logging-in to your account area.
What happens if a payment fails?
We notify you in writing should your payment fail.
What if the service plan/product details are incorrect?
For anyincorrectdetails that relate to your service plan please contact your service provider immediately.
Can I see an overview of past transactions and print receipts?
Yes. Log-in to your account and select 'past transactions' where you can download, email or print your transaction history.
What is a spot payment?
A spot payment is a one-off payment.
Use this facility if:
- You only want to pay for the service or product once
- You are in arrears
- For some reason your recurring payment plan failed and you need to settle the outstanding amount
You may use another payment card than the one you have registered with us.
How do I make a spot payment?
You can make a spot payment on ZymPay Advantage. Simply log-in and select the spot payment option.
Who do I contact if I have questions about my payment?
What fees will I have to pay?
Our fees are simple, fair and vary depending on the product or service you choose. You will find them clearly listed on the payment page.
Card set-up fee
For recurring payment plans we apply a card set-up fee of GBP 0.50+VAT when you first register with us and for any additional cards you want to register in future. This does not apply if you select DD as your payment method or make a spot payment.
Transaction fees vary depending on your service provider and product in question. They are clearly stated on the ZymPay website and on the payment page.
Are there any hidden fees?
No. Fees are clearly listed on our webpage and again on the payment page before you complete your payment.
Recurring payment plans (only available on some products)
What is a recurring payment?
A recurring payment is when you instruct us to collect your payment every month by direct debit (bank mandate). Please ensure you have sufficient funds in your account when the collection is due.
What’s the easiest type of recurring payment?
The simplest form of recurring payment is to set-up the payment to be taken from a debit card, also known as a standing order via debit card. Unlike Direct Debits, Standing Ordersare immediate (Direct Debits may take up to 15 days to come into effect) and there are no forms to fill in and post back.
How do I set up a recurring payment?
Setting up a recurring payment plan on a debit card is the best way to avoid missing a payment. Simply select Standing Order as your preferred payment option. If you are a new customer complete the Service Provider’s application process and select the option before proceeding to payment. If your service provider's site does not include Standing Order as an option you may set one up on the ZymPay Advantage payment platform.
What is a standing order?
A standing order is an instruction to your bank or building society to authorise a payment for a set amount - usually on a regular basis - to be made to another UK bank or building society account. On the day specified, your account will be debited and the money transferred to the person or business receiving the money.
What would I use a standing order for?
Standing orders are ideal for making regular or recurring payments where the amount remains the same each time. You can easily amend your instruction if the payment amount or your details change. Please note all amendments to your recurring payment plan needs to be instructed through your Service Provider. Please also note that while the payments you make each month may be fixed that if you are paying in a foreign currency the amount you will pay will vary according to exchange rate fluctuation.
What should I do if the payment card I use for my recurring payment plan is due to expire?
We will communicate with you in advance if one of your payment cards is expiring and let you know what to do. You will need to log-in to your account and register a new card. Please note that a GBP 0.50+VAT administration fee will be applied when doing so.
Can I set-up a Direct Debit?
Yes you can set-up a Direct Debit to be taken from your bank account on a recurring basis. Select Direct Debit as your payment preference. Note that setting up a direct debit can take up to 15 days and you must print, sign and return the Direct Debit bank mandate form.
Can I cancel my direct debit or standing order?
Yes, you may cancel,but no less than five calendar days before your next collection is due. Please inform your service provider before you cancel your instruction through your account on our website. You will also need to cancel your direct debit or standing order with your bank.
What if I need to change payment method for any of the recurring payments I have set-up?
Log-in to your account and cancel your current payment method before signing up to a new way to pay via your service provider.
What happens if I make a mistake on the ZESA meter number I provide?
If the meter number you provide does not exist, the transaction will fail and you will be sent a link where you can re-enter the correct meter number. If the meter number you provide exists but is not the number of your recipient’s meter, then a token will be generated but it will not be compatible with your recipient’s meter.Please note that in such a case ZESA will not offer a refundso please ensure the meter number you enter is correct.
What does a meter number look like?
It has 11 or 12 digits and can be found on the front of the prepaid meter cardor on the meter.
Can I top-up for different beneficiaries?
Yes you can but not as part of one transaction. At present you can only top-up one meter per transaction. Once you create an account you can easily return and top-up different meters. There is no limit.
Is the top-up automatic?
No. You and your beneficiary will receive the token number via SMS. The token number needs to be entered into the meter to complete the top-up.
What do I do if the token number does not work?
Please contact us as soon as possible. There are some instances when this is due to a meter malfunction. In such a case the beneficiary must power down the meter and power it back up. They may also contact their local ZESA office for resolution.
Are there set limits for purchase of electricity credit on prepaid meters?
The minimumpurchase of tokens has been set at 5.00 USD. There is no upper limit on the amount of electricity you may purchase.
Can I get a refund?
At the present moment ZESA does not give refunds for transactions that are processed successfully as credit cannot be reallocated to another meter.
What happens if ZymPay makes an error?
We will refund or re-transmit the transaction. If you haven’t heard from us please get in touch on: +44 (0)20 7160 6256 from 9am to 5pm Monday – Friday (closed Bank Holidays) or email firstname.lastname@example.org.
Why didn’t my token arrive until the following day?
ZESA tokens purchased after 5pm UK time will be processed the next working day. We will make attempts to process
all transactions received during our office hours. Delays beyond our control do sometimes occur. Rest assured that
we will endeavour to fulfil your order as soon as we possibly can. Please do not hesitate getting in touch if you have any
concerns on: +44 (0)20 7160 6256 from 9am to 5pm Monday – Friday (closed Bank Holidays) or email email@example.com.
Do my recipients get the full amount of the value of the token?
The value of the token - received from ZESA - is subject to deductions of local levies, taxes and staggered debt collection of any outstanding bills your recipient may have with ZESA.
I made a duplicate purchase, can I cancel one?
Please call us immediately and one of our customer care advisors will assist you.
My token number is being rejected by the meter in Zimbabwe.
Please call our customer service team for assistance.
Do I have to register to buy ZESA or can I do so as a guest?
You do not have to be a registered customer. Choose the guest checkout option.