❌ Service Interruptions
Problem: Services stopped working
Immediate Checklist:
✅ Check wallet balance (must be positive)
✅ Verify last top-up was processed
✅ Check for unusual usage spikes
✅ Review recent transactions for errors
✅ Contact support if balance is positive but services down
Quick Resolution:
Emergency Funding: Use mobile money payments for instant top-up
Service Restoration: Usually within 5 minutes of positive balance
Usage Review: Check what caused the balance depletion
Alert Setup: Configure low-balance alerts to prevent recurrence
💰 Cost Management Issues
Problem: Top-up not reflecting in wallet
Troubleshooting Steps:
Wait Time: Bank transfers can take up to 24 hours
Check Email: Look for receipt notification
Verify Payment: Confirm payment was deducted from your account
Contact Support: If payment confirmed but not credited after 24 hours
Have Ready: Transaction reference, amount, payment method
Problem: Unexpected high usage
Investigation Process:
Review Activity Statement: Identify usage spikes
Check Applications: Which apps consumed more than expected
Team Review: Did someone send large campaigns?
Application Logs: Look for automated processes or loops in your application
Service Analysis: Voice calls vs SMS vs USSD vs Airtime consumption
Trend Analysis: Compare with previous months
Prevention Strategies:
Usage Controls:
Set Low Balance Notification: Alerts when you reach your threshold limits
Automated Limits: Set application limits to prevent runaway usage
Application Permissions: Limit who can send bulk messages, send airtime, mobile data etc
Regular Reviews: Weekly usage reviews during campaigns
Testing Controls: Use sandbox for testing, not production apps
Problem: Can't achieve desired billing plan
Usage Analysis:
Usage Patterns: Frequent small top-ups vs. large bulk funding
Strategy: Fund larger amounts less frequently
Example: Fund $5,000 quarterly vs. $500 monthly for better rates