FAQs

Here are a few Frequently Asked Questions to address any queries you may have

Broadband

I purchased a data bundle but it’s not yet credited to my account.

Log your query on your self service platform, https://selfcare.econet.co.zw under “My Queries”. Provide your full name and mobile number

Hi, I just purchased my daily bundles and they have exhausted though I haven’t used them much.

We would like to inform you that all our bundles are usage based and you can now track your data, airtime or SMS usage via My Web self-care. You just need to follow this link: https://selfcare.econet.co.zw/ and register.

Can you send me data settings to my phone?

Send an SMS “Device Type” followed by “Settings” for example, “Android Settings” to 222 to receive manual settings for phone

I have WhatsApp bundle but am failing to make an App call?

Please note that you cannot make calls using the WhatsApp bundle. In order to make calls, you will need Data bundles.

Buddie

I have not used my line for about 3 months now and I am failing to make calls or send messages?

Recharge your airtime using a physical recharge card and hard reset your device. Should the problem persist do not hesitate to log your query on My Web self-care: https://selfcare.econet.co.zw

I bought my line last month and I am failing to borrow airtime. What should I do?

Please note, in order to borrow airtime, your line has to be active for 3 months after the day of purchase. you also need to recharge more often to be eligible for credit.

I over-scratched my recharge card, and I have tried *111# but I still haven’t been helped.

Dear valued customer, we are pleased to inform you that we now have several platforms other than *111# where you can check your recharge keys at the comfort of your home.

My Web self-care is the first option. You just need to follow this link: https://selfcare.econeth.co.zw/ and sign in.

Secondly, you can now check on Comix. You just simply download the application on Google play store or iOS and register.

I am failing to receive messages. How can this be fixed?

In most cases, you must consider deleting other messages because your mailbox might be full. You must also check your message center number. For most devices, you find message center number under message settings. Enter the digits +263770010502. For Iphones, you need to dial **5005*7672*+263770010502#.

l bought airtime for a wrong number, can this be reversed?

Please note that whenever you send airtime or bundles to the wrong number, we are only able to perform reversal if the bundle or airtime has not been used. We strongly urge all our valued customers to take extra causion when making such transactions.

I’m failing to recharge my phone. What can I do?

Kindly verify if the recharge keys you are entering are correct. You are free to log your query on My Web self-care: https://selfcare.econet.co.zw stating the serial number, batch number and 5 consecutive visible keys on your recharge card.

I am failing to make calls. Can this be fixed?

Sorry you have had such an experience. May you check if you are eligible to make the call by inquiring your airtime balance. Kindly log your query on your self service platform that is https://selfcare.econet.co.zw under “My Queries” providing your full name and mobile number after confirming that you are eligible to make the call.

I have blocked my line. How can I retrieve my PUK?

Hey Buddie, retrieving your PUK is very easy. All you need to do is dial *111# on any other Econet line, select option 2 and follow the prompts. My Web self-care is another option. You just need to follow this link: https://selfcare.ecocash.co.zw/ and sign in.

My airtime balance just disappeared mysteriously. Can you help me?

Hey Buddie, there is no need to worry. We are excited to inform you that you can now track your airtime usage in the comfort of your home. You simply need to log in or sign up on web self-care on selfcare.econet.co.zw.

How do I buy or check my SMS bundles?

No problem! You just dial *140#, select option 1 and choose the option which serves you.

I bought a line. Why is it still inactive?

We would like to inform you that SIM Activation takes a maximum of 24 hours from the time of purchase. If this time elapses without activation, we urge you to visit the nearest Econet Shop for assistance.

Bundle of Joy

Can I buy the same bundle before the first one expires?

Yes. Usage priority will be on the first purchased bundle and the 2nd bundle to be purchased will be used upon exhaustion or expiration of the first bundle.

How many times can I purchase the Bundle of Joy per day?

For the Daily Bundles, Daily 2Mins (2 times), Daily 4mins (2 times), Daily 10mins (1 time). The weekly Bundles have no limits on purchase counts

If I purchase a bundle and I have a positive balance in my Main Account, which account has priority for a call?

If you are calling an Econet number, the bundle of Joy has priority but if it’s a non-Econet number, the Main Account Balance will be utilized.

Can I purchase a Bundle of Joy using a Postpaid line?

No. Postpaid lines are not eligible for bundle purchase.

If I purchase the bundle and I do not use it, can I still use it after the validity period has lapsed?

No. The bundles can only be used within the period it is valid for from the time of purchase that is daily or weekly. You cannot keep the bundle for future use outside its validity period.

Can I call outside the country using the bundle?

The bundles are only valid for local Econet-to-Econet calls. However, the bundle can be used if calling a number that is roaming outside the country.

Can I call other networks using the Bundle?

The bundles are only valid for Econet to Econet calls only.

What is the validity of the bundles?

The bundles have a daily and weekly validity period.

Can I purchase the bundle for another person?

Yes. The option to Purchase for Another Econet Subscriber is available.

Can I purchase the Bundles on Ecocash?

The bundles can be purchased via Ecocash and Main Account using available airtime.

When prices change will this affect the minutes available in the Bundle of Joy?

When prices are adjusted, only the cost of the bundle is changed but the minutes remain the same.

How often do you make price changes on the Bundle of Joy?

Tariffs for the bundles are changed in line with the shifts in the operating environment.

What is a bundle of Joy?

It is a bundle that offers customers discounted on-net voice minutes. The promotional mechanics and prices are periodically reviewed and vary from time to time

E-Newspaper

What happens if I do not receive my e-newspaper?

You can contact the publishing house

How long is the subscription period?

You are given options from daily, weekly to monthly and quarterly depending on the selected e-newspaper

Can someone else receive and read my e-newspaper?

No, the e-newspaper is sent directly to you and requires your password to access it.

What time will I receive the e-newspaper?

The publishing house determines the time you will receive your e-newspaper.

Can I cancel my subscription?

Yes, you can cancel at any time but there will be no refund.

How many newspapers can I subscribe to at once?

You can subscribe to as many e-newspapers as you want.

Can I choose which newspaper I want to receive?

Yes, you can choose the e-newspaper from the lists provided.

Can I change my registration details?

Yes, you can update your details at any time by dialing *185#.

How will I receive my e-newspaper?

This will depend on what you will have chosen during registration. Your e-newspaper will be sent to your email or WhatsApp.

How do I pay for e-newspaper?

You pay using Ecocash.

How do I register for e-newspaper?

You dial *185# and follow the instructions

What is e-newspaper?

An electronic newspaper which you receive via email or WhatsApp.

Ecocash

Can you assist me with resending a confirmation of the last transaction l made?

We are pleased to inform you that you can now view your mini statement via EcoCash self care by following this link https://selfcare.ecocash.co.zw/portal/.

l made a wallet to bank transfer but my bank was not credited, please assist?

For any failed Bank to Wallet transaction, kindly consult your bank for assistance. In the case of failed Wallet to Bank, visit My Web self-care: https://selfcare.econet.co.zw to log your query so that we can investigate.

Please assist me with my EcoCash history for this month.

Please note that you can now check your EcoCash statement on the EcoCash selfcare platform by following this link: https://selfcare.ecocash.co.zw/portal/

My EcoCash has been barred

This could be as a result of money that could have been sent to you by mistake or you entered the wrong pin.

However, you do not need to worry. Kindly visit the EcoCash self-care: https://selfcare.ecocash.co.zw/portal/ and reset your pin at the comfort of your home.

I made a cash out to the wrong agent, please assist.

Good day, Kindly log in to your self-service platform, https://selfcare.ecocash.co.zw and initiate the reversal.

I tried to buy airtime using EcoCash. My money was deducted but I don’t have airtime

Dear Valued customer, please note that we sometimes face system challenges which might result in your transaction failing to go through.

Do not hesitate to engage us whenever you face such a challenge on My Web self-care: https://selfcare.ecocash.co.zw so that we can reverse your money.

We ask you to bear with us as we are working tirelessly to improve our service.

I tried to buy goods using Ecocash but the transaction failed although money was deducted from my wallet.

Hello, please go and collect an affidavit form from the shop you tried purchasing goods in and visit the nearest Econet shop for assistance.

I tried to buy ZESA, my money was deducted and I didn’t receive any token?

We are happy to inform you that you can now view your token by simply dialing *151#, option 2, option 6, option 1, option 2. If you are not able to view your token, kindly log your query on My Web self-care: https://selfcare.ecocash.co.zw so that we investigate the matter. Please note also that reconciliations after failed ZESA payment usually have a turn around period of 72 working hours.

I have reached my Ecocash monthly limit, how can I extend my limit?

To extend your limit please link your wallet to your bank. If you have already done that, kindly wait for the following month to transact again.

Is it possible to convert any bundle to voice airtime?

Yes! conversion of any bundle to voice airtime is possible but, only if the bundle has not been used.

I borrowed once but Kashagi is making multiple deductions on my EcoCash

Please note that we are still improving our Kashagi service and we sincerely regret any inconvenience. If you encounter this challenge, kindly log on your query on My Web Self-care: https://selfcare.econet.co.zw/.

I sent money to the wrong person. How do I get it back?

We are pleased to inform you that you can now initiate EcoCash reversal at the comfort of your home via EcoCash self-care. Follow this link and sign in or register to initiate the reversal: https://selfcare.ecocash.co.zw/.

I sent money to the wrong Merchant. How do I get it back?

We urge you to visit the nearest Econet shop with your national ID and request for a dispute claim form. After submitting the form, the reversal will be done soon after reconciliations are completed.

How do I register for EcoCash?

In order for you to register for EcoCash, you simply visit any nearest Registered EcoCash agent or Econet shop with your national ID and its photocopy.

Can I reset my relative`s EcoCash pin?

Please note that we only reset the EcoCash pin provided you are the owner of the account. We do this to protect our valued customers from increasing fraudulant activities.

Ecosure

My money was deducted 2 times this month by EcoSure.

Good day, Kindly log your query on your self-service platform, https://selfcare.econet.co.zw under “My Queries”. Provide your full name, mobile number, date, and amount, and explain the nature of your challenge.

Network

My network connectivity is very bad, what could be causing it?

We are deeply sorry you had to experience that. We urge you to hard reset your device. If the problem persists, do not hesitate to engage us on My Web self-care: https://selfcare.econet.co.zw to log your query stating your device type and location.

Smart USD Bundles

What is the difference between the old bundles and the new bundles?

The difference is that there are changes that have been made to allow for more and better benefits across all the bundles and more options have been added. The changes are tabulated below

Voice	Data	SMS
1. Extension of validity for 1 and 2-day bundles	1. Addition of 12 new bundles	1.Additon of 1 new bundle
2. Addition of 3 more bundles (2.50, 7.00 & 10.00)	2. Addition of hourly, daily, weekly and monthly packages	2. Allocation of off peak reduction and more usage added to anytime allocation
3. Allowing to call other networks for all bundles of 1.00 and above	3. Allocation of off-peak reduction and more usage added to anytime allocation
4. Allocation of more minutes to anytime minutes than off-peak

What times can I use the Off Net Allocation?

The Off net allocation works at any time of the day provided you have the balance to call.

Can I use the off-peak allocation to call off-net?

No. Off-peak allocation is valid for on-net calls only.

Can I use my Off Net Allocation to call On Net Numbers?

No. Off Net allocation will only call off net numbers in Zimbabwe.

What happens if my Off Peak Usage is depleted but I still have anytime usage?

The anytime allocation will be used even in the off peak hours if the off peak allocation is depleted.

What happens if we get to 2300Hrs, does my consumption automatically move from anytime to off peak?

Yes. At 2300hrs, usage (Voice, Data, and SMS) will automatically move to consume the Off-Peak Allocation. At 0400hrs, usage will automatically move back to the anytime allocation.

What is the difference between Off net and On net?

Off-Net are calls made to non-Econet numbers and On-net are calls made from Econet to Econet numbers.

Is it possible to use the airtime before I convert it to a bundle?

No, the airtime is only usable after it is converted to a bundle.

Am I able to transfer airtime to my friend using 111 self-service?

No, the airtime is not transferable unless you are buying the bundle for someone else.

Can I call outside the country with the USD bundles?

No, the current bundles can only call within Zimbabwe

Can I call non-Econet numbers with the voice bundles?

Yes, you can call other networks with any bundle that is $1 and above for the stipulated ‘off net’ allocation.

Can I carry over my bundle or ask for a bundle extension in case I didn’t finish my bundle allocation before expiry?

No, you cannot carry over the bundle. You will have to use it within stipulated times.

How do these bundles expire?

The following are the expiry dates: daily (24hours), weekly (7 days), bi-weekly (14 days) and monthly (30 days)

How do I check my USD bundle balance?

Dial *143# and go to option 8

How do I check my airtime balance?

Dial *125# to check USD bundles

Can I buy for someone else?

Yes you can use the buy for other option on 143 or EcoCash FCA

Can I use my USD airtime directly to make calls, send messages or browse before converting my airtime to bundles?

You cannot use your USD airtime directly to make calls, send messages or browse before converting the airtime to bundles?

What is the difference between anytime and Off-peak?

Anytime allocation is usable throughout the day. The off-peak allocation is usable between 2300hrs and 0400hrs only.

When browsing, making a call or sending messages, they will be using their anytime allocation during the day, and at 2300hrs, they will then use their off-peak allocation.

When a customer exhausts their off-peak allocation, they will browse using their anytime allocation between 2300hrs and 0400hrs; however, if the customer exhausts their anytime allocation first, they won’t be able to use the off-peak balance during the day.