My EcoCash money was deducted but didn’t reach the receiver, how can I get it back?

If your EcoCash money was deducted but didn’t reach the receiver, here’s how to get it back;

Check the transaction status first;

• Open your EcoCash app → Transaction History
• Note:
– Amount deducted
– Date & time
– Recipient number/name
– Transaction ID / Reference number
• Screenshot the transaction details

Verify with the receiver;

• Ask the receiver to check their EcoCash balance
• Confirm the amount was not received
• Screenshot their balance (if possible)

Check SMS/notifications;

• Look for:
– “EcoCash Transaction”
– “Debit Confirmation”
– “Failed / Reversed”
• Screenshot relevant messages

Verify your number & details;

• Ensure the recipient number was entered correctly
• Screenshot your contacts / the number you paid

Contact EcoCash Support immediately;

• Use:
– EcoCash USSD (* specific Help/Support code)
– Official support line or email
• Provide:
– Your full name
– Phone number (sender)
– Recipient number
– Transaction ID / Reference
– Amount & date/time
– Screenshots

Ask them to:
• Track the transaction
• Reverse the deduction if delivery failed
• Confirm when funds will be returned

If unresolved or support is unhelpful, consider filing a complaint on Xolvie to pursue a resolution.