Payment completed but order not delivered
Track the order first. A successful payment may still be processing, waiting for delivery or need staff attention.
Support
Help with an order or account
Start with Track Order to see the latest recorded payment and fulfilment status. Signed-in customers can also open Orders and Notifications in their account for private updates.
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
- DataPrimo User ID, if you have an account
Never share
Passwords, OTPs, Wallet PINs, voucher PINs, full card details, Mobile Money credentials or private payment authorization codes.
Contact support
Published availability: 8am-8pm.
Frequently asked questions
These answers describe the current DataPrimo support process.
Does a successful payment mean delivery is complete?
No. Payment and delivery are separate. An order may still be processing, waiting for delivery or need staff attention.
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.