Common Loadcentral Problems & How to Properly Address Them
Procedure on delayed or non-receipt of eload or epin:
● Contact Customer Support and provide the following:
» Trace Number and date of transaction if there is a confirmation of the sale.
» If none, buyer's mobile number and retailer number
● For eload transaction that are not successful, reversals of amount deducted from the retailer will be made within 24 hours.
● For e-PINs that are not received by the buyers, the retailer should use the Resend feature of LoadCentral:
» For web tool users, just type the buyer's mobile # on the 'Resend Buyer's PIN' box and click the bar.
» For SMS users, just type: Resend<space>retailer's First Level (FL) or SMS password<space>buyer's mobile #. Send to any LoadCentral Access #.
Note: The Resend feature will only send the LAST e-PIN product purchased by the buyer. It will also not work with e-load transactions.
Procedure on claimed invalid or used epin:
● Retailer should double check first if the right characters were used by the buyer.
» Sometimes buyers get confused with similar characters like the number zero and the letter O and small and capital letters eye (i), small letter el (l) and number one (1).
» Also, e-PINs and passwords of prepaid cards are case-sensitive.
● If the e-PIN is correctly log in and the buyer is getting invalid or used reply by the provider,
» retailer should contact Customer Support and provide the Trace Number.
● Customer Support will check with the data base and dictate, text or IM the e-PIN.
» If it is the same, Customer Support will ask the retailer not to refund since validation still has to be made with the provider.
» Depending on the availability of the provider's own customer support and their procedure, validation of the e-PIN can take from 5 minutes to 3 days.