JumiaPay is a new and free third-party online payment service that enables you to send payments online securely, instantly, and cost-effectively.
It was launched in August 2016 and it is legally established as HelloPay Africa Integrated Services Ltd, located at St Nicholas House (10th floor), Catholic Mission Street, Lagos.
Jumia started operating this new payment system in Nigeria with the plan of making JumiaPay available in all the African countries that it currently operates.
These are third-party online payment solutions, providing an easy, safe and secure way for millions of individuals and businesses to shop and make payments online. This is what Jumia Pay is also about.
If this service is currently not available in your country, relax and use other safe payment methods to shop online until they expand it to your country.
- 1 How JumiaPay works
- 2 How secure are JumiaPay transactions?
- 3 How to register for JumiaPay
- 4 How to add a new bank account
- 5 Payment Verification
- 6 Confirmation code
- 7 Order confirmation
- 8 Refund
- 9 Order cancellation regarding Jumia Pay
- 10 How to manage your JumiaPay account
- 11 How to close your JumiaPay account
- 12 How to contact JumiaPay
How JumiaPay works
This is how JumiaPay works
- Shop on Jumia and add items to cart.
- Select JumiaPay at checkout.
- Next, select your bank in the drop-down menu.
- Enter your first name and surname and your 10-digit NUBAN account. Save your secure password.
- Verify your bank account with a secure one-time password sent by your bank on your phone and confirm on JumiaPay.
- Finally, Confirm your payment with another verification code from your bank.
What is NUBAN number?
NUBAN is an acronym that stands for Nigeria Uniform Bank Account Number. It is a 10-digit Bank account numbering system. Every bank in Nigeria is required to have a unique NUBAN code for every customer account.
That means you should know your NUBAN code before going through this process.
Using JumiaPay is simply the safest and easiest way to pay on Jumia.
It is faster than any other payment method. You can use it without entering your payment details each time.
JumiaPay works with your bank to keep your data safe with a security system that adheres to the highest safety and security standards.
How secure are JumiaPay transactions?
JumiaPay is committed to using the best commercially available technology and procedures to protect the security of your online transactions.
To secure your transaction, you control 2 times: with you Jumia password and with a one-time verification code sent by your bank on your phone.
All payments are processed and secured by NIBSS, a payment processor developed by the Central Bank of Nigeria and national banks.
How private are JumiaPay transactions?
JumiaPay puts a high priority on your privacy. Merchants cannot see your financial information, such as your credit card or bank account numbers.
How to register for JumiaPay
Before you can start using JumiaPay you will need to register an account.
How do you sign-up for JumiaPay?
Registering with JumiaPay is very easy. All you need is an active Bank account and you’re ready to go. It’s safe and secure.
However, making the first payment with JumiaPay will allow account creation.
- Make your purchase on Jumia and enter your personal details at checkout.
- Choose JumiaPay, select online bank transfer and pick a bank from the menu.
- Add your bank account by entering your name and 10-digit NUBAN bank account. Secure your account with a JumiaPay password.
- To confirm your payment, your bank will send you a one-time password on the phone you connected to your bank account.
The first time you pay with Jumiapay, your e-mail address is saved on your Jumia account, and ask you to save a password. This password can be different from Jumia’s.
Forgotten your password?
If you have forgotten your password, don’t panic…it’s a normal thing online. Just follow these steps below to recover your account:
- Go to JumiaPay checkout page on Jumia
- Click on “Forgot your password?“
- Enter your email address
- An email will be sent to you with a link to reset your password.
How to add a new bank account
Adding a bank account is easy, and only a one-time setup. Do it once, and every other time, you won’t need to enter your details again. To add a new bank account, follow these steps:
- Shop on Jumia and choose JumiaPay at checkout.
- Select “Online Bank transfer” as a “Payment method” then pick your bank in the list.
- Add your 10 digit NUBAN bank account and the exact name linked to your bank account. Please verify to make sure the transaction doesn’t fail.
- Enter your Jumia password to secure your account and make sure next time, you don’t need to enter bank details again.
- Click “Add a bank account“
You’ll receive a one-time password sent by your bank to your phone. Fill the space to validate. If anything goes wrong, refer to the verification step below.
In case your bank doesn’t appear in the list, try another bank account. If it still doesn’t work, then select cash on delivery as other payment option. Jumia is working with remaining banks to make sure they appear very soon on JumiaPay.
You can add as many bank accounts as you need as long as your bank appears on the list. You will always have the choice between the accounts.
If your bank doesn’t work, verify by typing your 10 digits NUBAN code. The system doesn’t recognize other codes. Then verify as well that the name you typed is the same on your bank account.
The payment system only works with a perfect match of names and accounts. If it still doesn’t work, then call your bank.
Note that transactions without enough sufficient funds won’t be processed.
If you see an error message appear after you click “Pay Now” then it probably means something went wrong with your bank or you don’t have sufficient funds to process the payment.
Just select another bank account to confirm the order or choose a different payment method.
Do you need to enable internet banking to authorize any payment?
Never. Every time you make a payment, your bank sends you a one-time password to confirm the payment. While adding this password on JumiaPay verification screen, you authorize your bank to process the payment.
You need the phone number you connected to your bank account. If you don’t receive any confirmation code on your phone, you can call your bank to know what phone is related to your account, or simply try to change your SIM if you don’t receive any password.
Make sure you also have access to a network and don’t hesitate to click on “resend one-time password” if you face any network issue.
Remember, you cannot process a payment later if you don’t have your phone with you.
For security reasons, you always need to use a secure code sent by your bank on your phone to confirm your payment.
You can’t proceed to payments if you don’t have your phone next to you, with the sim card you registered at your bank.
This is why it’s important to contact your bank to know what phone number is related to your bank account.
Note: If your order is still loading, do not refresh the page. This is always a risk you could be charged twice.
If you suspect that an unauthorized transaction has been made from your account, you should always contact your bank or credit card company to block the account number against further potential unauthorized charges.
Contact Jumia through their Contact Us page so that their dedicated staff can take the right action to help you.
When is your order confirmed?
Order is confirmed after you enter the one-time password in the system. Jumiapay sends confirmation e-mails for each purchase. In this case, make sure you verify your mailbox.
If you didn’t receive an email, check your spam box. Jumia customer service will investigate and get back to you if you still notice anything wrong.
Customer service from Jumia will call you anyway to make sure your order is confirmed, and cancel it if you made any mistake.
Can other promotions be used with JumiaPay?
Most promotions and vouchers can perfectly be paired with JumiaPay. Nevertheless, JumiaPay cannot be paired with specific promotions offered by other payment methods (for example Mastercard Mondays).
However, the company is constantly working to give you the best promotions and deals with JumiaPay.
What happens if anything goes wrong with your delivery?
If anything goes wrong, if what is delivered is not what you expected (wrong size, color etc.) or if you change your mind at the moment you receive your delivery, you’ll get refunded for the full amount of your order.
Jumia customer protection offers you a seamless refund if you return products to Jumia within the 7-day return period.
To get a refund, you should contact Jumia. Once Jumia processes your request, you will get a confirmation message from JumiaPay.
Note that it may take some time for your refund to appear on your account. To issue a request, you must contact Jumia.
In case of disagreements between you and Jumia (e.g. the refund amount is not high enough or Jumia refuses to refund your items), contact email@example.com and Jumia will investigate the issue.
How long will it take to get refunded?
If you return your products instantly after delivery, you will be refunded instantly. Note that according to your bank, refunds can take up to 24 hours before appearing on your bank account.
In other cases, if you return your products after accepting the delivery, refunds will happen in less than 24 hours after Jumia Customer Care approval.
With JumiaPay, your refund is 100% with no money transfer fee and refunds will be automatically sent back to your bank account.
What is customer protection?
Let’s say anything goes wrong, your order didn’t arrive, is damaged or if products don’t match the website description, you will get reimbursed in the next 24 hours. Eligible purchases only.
When is customer protection available?
Customer protection is always available on delivery if you paid via JumiaPay. If you accepted the order, you’re still protected during 7 days as long as your product;
- Is not among the ineligible list.
- Doesn’t match the description or is a fake.
- Doesn’t work properly.
Order cancellation regarding Jumia Pay
Why is your order canceled?
There are many reasons for why this happened:
- Is your shipping address correct?
- Have you received any messages from Jumia regarding your account or a payment confirmation by email?
- Did you verify your payment?
- Have you reached your transaction limit?
Contact Jumia for further details if you have entered your details correctly and you have not received any e-mails or calls from JumiaPay.
Jumia is also able to cancel your order if, for example, the items ordered are no longer in stock. If your shipping address is not correct, contact the seller as soon as possible and notify Jumia at firstname.lastname@example.org.
In case your order has already been canceled, you will need to place it again. But, if you have already been contacted by Jumia team, you may already know the reason.
Perhaps the order was suspicious or the amount was too big to be approved without verification.
Help Jumia by responding to their emails and calls. This helps them to provide better service and avoid order cancellations.
If the order was canceled, you will receive a refund on your account. And if you cannot find the reason, contact the team at email@example.com and they will do their best to help you.
How to manage your JumiaPay account
To access and manage your account, connect to your JumiaPay account on pay.jumia.com.ng with the phone and e-mail address you used on Jumia.
Here, you can check your transaction history.
You can also edit your JumiaPay profile. To edit Profile, follow the instructions below:
- Log in with your username and password.
- Go to “Account Settings“
- Enter your new information, then click “Save” to save any changes you have made.
Can you use an email address registered with another JumiaPay account?
Your email address can only be registered with one JumiaPay account and you cannot add additional email addresses to your JumiaPay account.
Why is JumiaPay sending you emails or calling?
If they call you, don’t ignore. To provide the best service, Jumia has to collect some information about you and your order.
This is why they find it necessary to contact you when information is missing (e.g. when your address cannot be found) or if they find suspicious behavior on your account.
All of this is done to make sure that your account is safe and you do not experience any problems while shopping.
How to close your JumiaPay account
If you would like to close your JumiaPay account, write to Jumia at firstname.lastname@example.org or the Contact Us page and a member of the customer service team will assist you.
How to contact JumiaPay
For any inquiry, contact Jumia Customer Service. They will answer your question or redirect you to the JumiaPay customer care platform.
Email: email@example.com or
Tel: 01 460 4400,
0700 6000 000.