Payment completed but order pending
Track the order first. A verified payment may still be processing, awaiting fulfilment or under manual review.
Support
Help with an order or account
Start with Track Order to see the latest recorded payment and fulfilment status, then contact support with the references needed to investigate safely.
Best first step
Check the order status
Use the order reference or recipient phone number before submitting a support request.
Common support categories
Choose the guidance that most closely matches the issue.
Payment failed
Check the provider result and do not repeat payment until the previous attempt is clearly failed or abandoned.
Wrong recipient number
Contact support promptly with the order reference. Completed delivery to a buyer-supplied number may not be reversible.
Wallet issue
Provide the Wallet transaction reference and the related order reference, if one exists.
Withdrawal issue
Provide the withdrawal reference and destination number. Never share a Wallet PIN or OTP.
StreamHub delivery
Provide the subscription order reference and delivery WhatsApp number. Do not send login credentials in an initial support message.
Refund request
Review the Refund Policy and provide the evidence needed for administrative review.
Account or login issue
Describe the safe error shown and the account email, but never send a password, OTP or session link.
What to provide
Clear references help support review the correct records without asking for sensitive credentials.
- DataPrimo order reference
- Phone number used for the order
- Paystack or Wallet payment reference, where available
Never share
Passwords, OTPs, Wallet PINs, voucher PINs, full card details, Mobile Money credentials or private payment authorization codes.
Contact support
Use the available public support channel below.
A public support contact is not configured right now. Use Track Order to retain the latest status and check back before sharing information elsewhere.
Frequently asked questions
These answers describe the current DataPrimo support process.
Does a successful payment mean delivery is complete?
No. Payment verification and fulfilment are separate states. An order may remain processing, pending or under manual review.
Can support change a completed recipient number?
Support can review the record, but completed digital delivery to the number supplied by the buyer may not be reversible.
Are refunds automatic?
No. Refund requests are reviewed against payment and fulfilment records and require final administrative approval.
What if a recipient name is unavailable?
Name lookup is non-blocking. Confirm the Ghana phone number carefully before payment.