• Customer FAQ
  • 1. About JumiaPay
  • 1.1. What is JumiaPay?

    JumiaPay is a free online payment service that enables you to make payments online securely, instantly, and cost-effectively.

  • 1.2. Why should I use JumiaPay?

    Using JumiaPay is simply the safest, easiest and hassle-free means to pay on Jumia ventures. It is also faster than any other payment method

    JumiaPay works to keep your data safe with a security system that adheres to the highest safety and security standards. standards.

  • 1.3. What happens if anything goes wrong with my delivery?

    If a wrong or damaged item is delivered you, Not to worry. Your refund will be processed as quickly as possible.

    Moreso, Our customer protection offers you faster refunds if a damaged/wrong item is returned within 7 days after delivery for market-place and 15 days for Jumia mall items.

  • 1.4. How secure are JumiaPay transactions?

    JumiaPay is committed to using the best commercially available technology and procedures to protect the security of your online transactions

    You control your transactions using 2 steps: Strong Jumia password and a one-time verification code sent by your bank to your registered phone number.

  • 1.5. How private are JumiaPay transactions?

    Jumiapay platform is safe and secure and will never share your details with any other party. Please review our

  • 1.6. Where can I shop with JumiaPay?

    JumiaPay is currently available for purchases on Jumia.

  • 1.7. How to contact us?

  • 2. Register
  • 2.1. How do I sign-up for JumiaPay?

    To register with JumiaPay is easy. Please note that your JumiaPay account is automatically setup once you make a purchase on jumia.com and choose JumiaPay as your payment method.

    Please find useful steps below:

    - Make your purchase on Jumia and enter your personal details at checkout

    - Choose JumiaPay, select the bank transfer and pick a bank from the menu.

    You can also select the Card option and input the necessary details.

    Secure your account with a JumiaPay password.

    To confirm your payment, your bank will send you a one-time password on your registered phone number connected to your bank account.

  • 2.2. My Account doesn't work.

    The first time you pay with JumiaPay, we save your e-mail address on your Jumia account, and ask you to save a password. Kindly click on password reset if you cannot remember your password.

  • 2.3. I've forgotten my password.

    • Go to JumiaPay homepage to access login page.

    • Enter your e-mail address.

    • Click on ‘Forgot your password’ button.

    • An email will be sent to you with a link to reset your password.

  • 3. Payment Instrument
  • 3.1. How to add a new bank account/debit card?

    Adding a payment instrument is easy, and only a one-time setup. Do it once, and every other time, you won’t need to enter your details again.

    To add a new bank account/debit card, please follow the steps:

    Shop on Jumia and chose JumiaPay at checkout,

    Select “Bank transfer” or “Card” option.

    Fill the required details correctly and verify to make sure the transaction doesn’t fail.

    Enter your Jumia password to secure your account and be assured you don’t need to enter the payment instrument details anymore.

    You’ll receive a one-time password sent by your bank to your phone. Fill the space to validate. If anything goes wrong, please refer to the verification step below.

  • 3.2. My Bank is not in the list

    All available banks listed. If your bank doesn’t appear in the list, please try another bank account or your debit card. We are working hard to ensure that all Nigerian banks are functional on JumiaPay as soon as possible.

  • 3.3. My bank account doesn’t work

    Please verify you typed your 10 digits NUBAN code. Our system doesn’t recognize other codes. Then verify as well that the name you typed is the same than your bank account’s one. Our system only works with a perfect match of names and accounts. If it still doesn’t work, then call your bank. Please note that transactions with not enough sufficient funds won’t be processed.

  • 3.4. Can I add more than one bank account/debit card?

    You can add as many payment instrument as you want. You will always have the choice between bank transfer and card option.

  • 4. Payment Verification
  • 4.1. An error message appears after I click “Pay Now”

    In the case something went wrong with your bank or don’t have sufficient funds to process the payment, we cannot operate the transaction. Please select another bank account to confirm the order or choose a different payment method.

  • 4.2. Do I need to enable internet banking to authorize any payment?

    Never. Every time you make a payment, your bank sends you a one-time password to confirm the payment. While adding this password on JumiaPay verification screen, you authorize your bank to process the payment.

  • 4.3. I don’t receive any confirmation code on my phone

    You need the phone number you connected to your bank account. You can call your bank to know what phone is related to your account, or simply try to change your SIM if you don’t receive any password. Please make sure you also have access to network and don’t hesitate to click on “resend one-time password” if you face any network issue.

  • 4.4. Can I process a payment later if I don't have my phone?

    For security reasons, you always need to use a secure code sent by your bank on your phone to confirm your payment. You can’t proceed to payments if you don’t have your phone next to you, with the simcard you registered at your bank. Please contact your bank to know what phone number is related to your account.

  • 4.5. Can I update my phone on JumiaPay?

    Unfortunately, for security reasons, we operate with the phone number you connected to your bank.

  • 4.6. My order is still loading, do I need to refresh?

    Please do not refresh the page. If something goes wrong you will receive appropriate error message on your screen.

  • 4.7. When is my order confirmed?

    Order is confirmed after you enter the one-time password in the system. Jumiapay sends confirmation e-mails for each purchase. Please verify your mailbox. If you didn’t receive an email, check your spam box. Our customer service will investigate and get back to you if you still notice anything wrong.

    Customer service from Jumia will call you anyway to make sure your order is confirmed, and cancel it if you made any mistake.

  • 4.8. I don’t have a JumiaPay account, but I have a transaction on my bank account statement from JumiaPay that I don’t recognize

    For transaction not authorised by by you, Kindly contact your bank to stop futher unathorised transaction on your card or account. Please also contact us by filling out the 'Contact Us' form here for further questions or comment.

  • 4.9. Can I use other promotions with JumiaPay?

    Most promotions and vouchers can perfectly be paired with JumiaPay. Nevertheless JumiaPay cannot be paired with specific promotions offered by other payment methods on Jumia or other shops. However, we are constantly working to give you the best promotions and deals with JumiaPay. Check our homepage for current campaigns.

  • 5. Customer Protection
  • 5.1. What is customer protection?

    If anything goes wrong, your order didn’t arrive, is damaged or if products don’t match the website description, you will get reimbursed in the next 24 hours. Eligible purchases only.

  • 5.2. When is customer protection available?

    Customer protection is always available on delivery if you paid via JumiaPay. If you accepted the order, you’re still protected for up to 15 days as long as your product: is not among the ineligible list, doesn’t match the description or is a fake, doesn’t work properly.

  • 5.3. What is the ineligible list?

    Products not purchased with JumiaPay.

    Products not matching the Jumia refund policy.

  • 5.4. How long will it take me to get refunded?

    If you return your products instantly after delivery, you will be refunded within the shortest possible period.

  • 5.5. How much is my refund going to be?

    100% with no money transfer fee.

  • 5.6. Where will I receive my refund?

    Refunds will be automatically sent back to your bank account.

  • 5.7. Who should I contact in order to get a refund?

    To get a refund, you should contact the venture you purchased the good first. Once the Shop processes your request, you will get a confirmation message from JumiaPay. Please note that it may take some time for your refund to appear on your account.

  • 6. My JumiaPay Account
  • 6.1. Can I access my transactions history?

    You can access your JumiaPay transaction history by following the steps below:

    - Log into your JumaPay profile

    - Click on Transactions at the top left corner of the page, then click on View Details to see a dashboard displaying transaction history

  • 6.2. How do I edit my profile?

    Edit profile steps need to be changed:

    • Log in with your username and password

    • Go to "Profile" and click on "EDIT ACCOUNT"

    • Enter your new information, then click "SEND" to save any changes you have made.

  • 6.3. Can I use an email address registered with another JumiaPay account?

    Your email address can only be registered with one JumiaPay account and you cannot add additional email addresses to your JumiaPay account.

  • 6.4. With what phone number can I pay with JumiaPay?

    You need the phone number registered to your bank account.

  • 6.5. Why is JumiaPay sending me emails/calling me?

    To provide the best service, we have to collect some information about you and your order. This is why we find it necessary to contact you when information is missing (e.g. when your address cannot be found) or if we find suspicious behavior on your account. All of this is done to make sure that your account is safe and you do not experience any problems while shopping with us. If you do not respond to our emails or calls, your order may be cancelled.

  • 6.6. How can I close my JumiaPay account?

    If you would like to close your JumiaPay account, please visit our Contact Us page and a member of our customer service team will assist you.

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