My payment failed — what should I do?

Payments can fail for several reasons. Here's what to check and what to do, depending on what you're seeing.

1. The payment failed and money was NOT deducted from your bank

This is the most common case — your bank simply declined the transaction. To fix it:

• Check that you have enough funds on your card or in your bank account;
• Make sure your card supports online (e-commerce) transactions and that your daily/transaction limit isn't reached;
• Try a different payment method — bank transfer, USSD, or another card;
• If a one-time password (OTP) didn't arrive, request it again or use your bank's USSD shortcode.

2. Money WAS deducted from your bank but didn't appear in my Balance

Don't worry — this usually resolves on its own. To handle it:

• Wait a few minutes and refresh the page. Bank transfers and some card payments take a few minutes to be reflected;
• Check your Transaction history in your Jiji wallet. If the payment is shown as "Pending", just wait;
• If 30 minutes have passed and you still don't see the funds, contact our Support Team at support@jiji.ng with:
  • The amount you paid;
  • The payment method and date/time;
  • A debit alert or payment receipt;
  • Your Jiji account email or phone number.

3. I was charged twice for the same payment

If you tried to pay several times and were charged more than once, the duplicate amounts will be reviewed and returned to your Balance. Contact our Support Team with all the transaction references so we can investigate and process the refund faster.

4. The payment page won't load or hangs

• Refresh the page and try again;
• Try a different browser or use the Jiji mobile app;
• Check your internet connection;
• If the issue persists, contact Support — we'll guide you through.

For any payment issue, our Support Team at support@jiji.ng is the fastest way to get help. Always include your payment proof and the date/time of the transaction so we can find it quickly.