Payments aren't open yet during the beta.
First, don't panic
Mobile Money deposits go through Orange, MTN, or Wave servers before reaching us. When those servers are congested (typically in the evening between 7pm and 10pm, or at the start of the month), the delay can go from 30 seconds to 5 minutes.
Check these 3 things before worrying:
- Did you receive a debit confirmation SMS from your Mobile Money operator? If yes, the deposit is on its way - it's just a delay. If not, the transaction probably didn't go through on the operator's side.
- Open the Ktkarena app and pull down on the Wallet screen to force a balance refresh.
- Check your transaction history: if the deposit shows a “PENDING” status, it's coming. If the status is “FAILED”, the transaction wasn't accepted.
If nothing after 15 minutes
It's unusual, but it happens. Recovery procedure:
- Get your Mobile Money transaction number from your operator's SMS (format: 10-12 digits for Orange, different format for MTN/Wave).
- Write to support with this number and the amount: the team checks the transaction.
Important. NEVER make a second deposit while you wait. If your first deposit eventually arrives, you'll have two. And even though we can refund you, it takes time.
Special cases
The SMS confirms the debit, but nothing on Ktkarena
Contact support with your transaction number and the amount.
The operator failed but still charged me
This can happen with Orange Money during a network outage. The operator refunds automatically within 24-48 hours. If nothing after 48 hours, contact your operator first, then us.
I deposited from a different Mobile Money number than usual
The deposit will still reach us if you use our payment form. But for withdrawals, the same-method rule applies. Learn more about the same-method rule.