Frequently Asked Questions

How secure is my personal information and my bill payment?

All transactions are administered through our secure website and all data transactions are encrypted. Any personal information you enter will be used only for the particular one-time transaction and will not be shared for any other purpose.

What are the devices that are supported on your platform?

Our platform supports all form of smart devices, laptops and computers via www.lightuplink.com

The address/Metre number details you have on file for my account is incorrect. What do I do?

If your metre number, house address, email address or mobile number has changed, please contact our customer support representatives with the correct details and we'll update your records.

What to do If I have not received a token or credited after my payment?

If you believe that you've made your payment and the credit is not reflected on your mobile, DSTV etc. Please contact our customer support representatives who will kindly assist  you in resolving the issue.

What if I have additional questions about advertisement, billing, services, payments or token?

If you have  any question(s), send an email to our support team at info@lightuplink.com or call us on  0901 2345 678 and you can also reach us on social media.

 

LOGIN ISSUES

Do I have to create an account before I can use your service?
Customers don't have to register to use our services, all you need is your mobile, email address and make payment. Registration is optional and it allows customers to see their historic transactions and monitor their usage. 

I have forgotten my password. How do I reset it?

The process is very simple, you click on reset  password and ensure you have your email address & mobile number available to receive the activation code. 

I cannot login, any issues?
Please ensure you are using the right username and password combination. If you still can't login with your credentials please contact customer representatives who will be more than happy to assist you.  

How do I get my details removed or deactivate my user account?
Contact our customer representatives who will assist you in removing your account but they will ask you some questions to ascertain you are who you say you are.

 

PAYMENT OPTIONS

What are the payment options available ?

Customers can make payments via Verve card, Mastercard, Visa , Bank transfer and short code.

What to do when debited but my transaction wasn't successful?

We provide a round the clock support 24/7, you can contact our customer representatives via WhatsApp, email, telephone call and live-chat. They will be able to advise you on the next step to take.

How much will I pay for Service charges?

We charge N100 for most of our services apart from airtime and data subscriptions.

 

PREPAID METER (Token)

What's the expiry period for a token?
A token generated would expire after 3 months (90 days)  

Is it possible to use a token generated for my meter for another meter?

At present, a token generated for a specific meter cannot be used by another metre.

After payment, I didn't receive any token by text?
We are sorry to hear that, please check if the mobile number you provided is correct. Also, we advise our customers to provide their email addresses during any transaction as a second outlet to obtain their tokens.

You can contact our customer representatives who will assist you further on resolving this issue but, bear in mind that they will ask you a couple of questions to validate your identity.

I would like to know why my transaction wasn't successful?
This could be due to a combination of things. 

• There might be a network problem with your service provider.

• Banks might be experiencing service issues

You can reach out to our support who will advise you accordingly. 

Why do I have debt On my Meter?
There are series of factors that could cause this problem, below are some of the reasons;

• Your electricity board might impose a penalty on your meter due to an illegal connection  they have identified on your meter.

• Not paying for the cost of a new meter after installation might result in your service provider to map the cost on your meter.

• Most likely, it could be as a result of migrating from a post-paid to a pre-paid meter and you have some outstanding payments.

We will strongly ask you to contact your electricity board to clarify this issue with them.

Is it possible to get a refund if I purchased a token for a wrong meter?
We are sorry to say, it is not possible to get a refund once a token is generated, tokens are generated with an encapsulation of a meter ID and other factors. Also, token generated is not transferable to another meter.

My meter not accepting my token?
This could be as a result of the following;

• Maybe there is power outage in your area.

• Maybe the meter in question is yet to be activated. If, this is the case you will need to contact your electricity provider to activate your meter.

• Maybe you erroneously purchased a token for the wrong meter.

As usual, we are here to serve you. Please contact our customer representatives who are always willing to assist you with your queries.  

I noticed the units of the token generated is lesser than my previous transaction with the same amount of money ?

There are series of factors that could cause this disparity, please see below bullet points;

• It is likely that your electricity provider has changed their tariff.

• There could be an outstanding balance on your meter.

You can call our support line for clarification.

My meter not responsive?
This could be as a result of the following;

• Maybe your electricity providers are having network issues within their infrastructure

• Ensure your meter is well connected to the wall socket.

• If the meter device is faulty, we advise you should contact your electricity provider to get it replaced.

Why my units run out too quickly?
There might be a couple of reasons behind it, please see below bullet points;

• There could be a faulty appliance drawing too much power than expected.

• Most often, check if there's an illegal connection to your meter.

• You might need to do a bit of stock take to identify your usage.

• Turn off any appliance or bulbs if there's no need for them to be on.

 

Other Services (Token)

What is My Smartcard/IUC Number?

Your IUC/smartcard number is a series of number assigned to your decoder. For GOTV subscribers, it can be found on a red label underneath your decoder. For DSTV or StarTimes subscribers, simply pull out your smartcard from your decoder. The number on the card is your smartcard number.

 

How do I obtain a token for my purchase?

There are ways to receive your token for all our services, please see below bullet points;

• We usually send tokens via SMS to the mobile number your provided during your transaction and if you have registered with us, we will send the token to the number in your record.

• Also, we send tokens via email addresses if you provide us with the appropriate email address.

 

Why wasn't my DSTV reconnected Immediately after my transaction?

Please below bullet points will provide guidance during DSTV subscription

• You need to ensure that your Decoder is switched on at the time of transaction which will enable your decoder to send a broadcast for auto re-connection. If this problem persist, you might need to reset your decoder in order to re-establish a connection back to  Multichoice.

• Maybe you changed your package during renewal (upgrade/downgrade). You will need to contact Multichoice customer service to activate the new package on your profile or if you have registered online with Multichoice, you can easily select the option you have paid for on your user portal.

• In case of GOTV, please reset your decoder and if the issue persists, you can call GOTV customer care in order to resolve the issue.

• Alternatively, you can call our wonderful customer representatives to assist further.

 

Having issues loading my token for airtime/data subscription ?

This could be as a result of the following;

• Maybe there is an issue with your service provider network.

• Please call your service provider's customer care line and ensure you have your unique purchase reference with you.

• Maybe you erroneously purchased a token for the wrong number.