Find simple solutions to problems
If you are facing issues or have queries regarding your Top up or Payment, click on the most relevant tabs below to have them answerd. 

How do I top up my account?

Once you have purchased a multifunctional top-up voucher from a shop, simply key in *101* followed by the 10-digit PIN number found on the back of the multifunctional voucher, followed by the # key, and press call. Alternatively, dial 123 and follow the instructions.

How can I check my account balance?

From your phone simply key in *102# the call key. Your credit balance will automatically display on screen.

Where here can I top up?

You can purchase multifunctional top up vouchers from shops displaying the Vectone mobile sign or from one of our top-up partners. Alternatively, you can top-up here using your credit card.

How much will it cost to make a phone call?

Please check the current call rates.

How much does it cost to register for a My Vectone online account?

It’s FREE to register for a My Vectone account. Once registered, you can check your balance, call history, edit your personal details and add credit.

Why did my online transaction fail?

Your transaction could have failed for different reasons. Here are a few things you should check before trying to top up on our website:

  • Make sure you have signed up for MasterCard SecureCode if you use a Mastercard or Verified by Visa if you use a Visa card.
  • Make sure the address you enter is correct and matches the information your bank holds on you.
  • Make sure you enter the correct CVN number on the back of your card.
  • Please also note that your transaction might fail if you are trying to top up from abroad.

If you have checked all of the above and you are still having problems, please contact our Customer Support who will be happy to assist you.

What is 'Verified by Visa' and 'MasterCard Secure Code'?

Because we take security seriously at Vectone, we use the official Verified by Visa and MasterCard Secure Code secure payment schemes to process your card payment, adding an extra level of protection for online card payments.

During the payment process, your details will be securely forwarded to your bank's website for verification. The code you use will be known only to yourself and your bank – just like when you tap your PIN into the card reader in a shop. Once your bank has authenticated the transaction, you'll be redirected to Vectone's website to finish your purchase.

How do I Sign Up to 'Verified by Visa' and 'MasterCard Secure Code'?

If you have not yet registered your card for 3D Secure Payments you will be asked to do so during the authentication process. you'll just need to confirm a few security details with your own bank and set a password or PIN for future use. Once you've done this, you can use this extra level of security on any website that uses Verified by Visa or MasterCard Secure Code to secure your card transactions. Don't forget to keep your password and PIN safe at all times, making sure you only disclose it on official authentication websites of your bank.

For more information on Verified by Visa
For more information on MasterCard SecureCode

If you have any further questions please contact your card issuer.


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