Give it a few minutes and refresh the invoice: EcoCash payments usually mark the invoice paid within minutes. If it still says Unpaid after an hour, send the invoice number and your payment reference or a screenshot to billing on WhatsApp +263 78 596 0376, and don't pay again in the meantime.
- Check that the money left your wallet. Look at your EcoCash balance or transaction messages. If nothing was taken, the payment did not go through: start again from the invoice.
- Refresh the invoice under Billing → My Invoices. It changes to Paid once Paynow confirms the payment.
- Don’t pay a second time if the money has already left your wallet. Paying again can charge you twice.
- After an hour, message billing on WhatsApp +263 78 596 0376 with:
- the invoice number;
- the EcoCash number you paid from;
- the payment reference, or a screenshot of the payment;
- the date and time you paid.
- Billing matches the payment to your invoice and marks it paid.
Why it happens
- The PIN prompt was missed, cancelled or timed out. No payment was made. If the payment times out or is cancelled, start again from the invoice.
- The money left your wallet but the confirmation hasn’t reached us. Billing can match it from the reference you send.
Tip: Keep your service from lapsing while this is sorted out. If a renewal is due, tell billing in the same message.
- It’s the weekend. Will anyone see my message?
- Billing works Monday to Friday, 08:00–17:00 CAT, and closes on Zimbabwean public holidays. Send your message anyway, and it will be dealt with on the next working day.
- I paid twice by mistake.
- Tell billing straight away and send both references, so they can check both payments.
- Can I open a ticket instead?
- Yes. Open a support ticket with the same details.
Updated 6 November 2026. Something here out of date? Tell us.