Frequently Asked Questions

Question: How long does it take for Airtime to be disbursed (Prepaid) or my Postpaid bill to be posted?

Answer: All payments are instant and therefore your airtime or bills are posted in real-time

Question: What do I do when I have paid but the service has not been rendered on my end?

Answer: Kindly contact the support team through the following channels
Facebook: https://www.facebook.com/pesapal
Twitter:https://twitter.com/pesapal

Question: Can I load Airtel Airtime using MPESA?

Answer: Yes.
You can go to www.airtelairtime.com/prepaid, fill in your details and proceed to payments where MPESA is presented as an option.

Alternatively, you can go to your MPESA wallet and load Airtime directly by using the Paybill Number 220220, and in the account number put in AIRP[YOUR-AIRTEL-NUMBER-IN-FULL] e.g. AIRT0733111000, enter PIN and send. Airtime will be loaded directly to the Airtel number you provided.

Question: Can I pay my Postpaid Bill using MPESA?

Answer: Yes.
You can go to www.airtelairtime.com/postpaid, fill in your details and proceed to payments where MPESA is presented as an option.

Alternatively, you can go to your MPESA wallet and load Airtime directly by using the Paybill Number 220220, and in the account number put in AIRT[YOUR-AIRTEL-NUMBER-IN-FULL] e.g. AIRP0733111000, enter PIN and send. Your bill will be posted and you will receive an SMS confirmation of the same.

Question: What happens when I buy airtime for the wrong number?

Answer: Call our support team on 0706 191 729 who will confirm if the airtime was successfully sent to the wrong number. If not, the airtime will be sent to the correct number. In the case that the airtime was successfully sent to a correct account, no refund will be done.  You will be advised to contact the service provider.

Question: What are the charges for sending money via M-pesa/Airtel/ credit card?

Answer: For mobile money payments, please check with the service provider on how much you will incur to send money to a paybill number. For credit card payments, Pesapal does not charge, however you have to confirm with your bank.

Question: Can I buy airtime for my ported number?

Answer: Yes, this works for numbers ported to Airtel or Orange.

Question:  If I buy excess airtime, can I get refund for the extra funds I used?

Answer: No reversal will be done if the airtime has been successfully sent.

Question: What happens if I buy airtime instead of paying for my post paid bill?

Answer: Call our support team on 0706 191 729 who will repost the payment to the post paid number.

Question: What happens when I send money via M-pesa/Airtel money and my transaction fails?

Answer: In such cases, the funds are deposited in the e-wallet. You will be required to log in to Pesapal.com using your email address to access the funds. From there, you can use the funds by selecting the e-wallet payment option on the i-frame.