Frequently asked Questions

1. What is a Tola ‘Pay by Mobile’ charge?

A Tola Mobile payment is where you use your existing mobile phone account to pay for regular goods & services. This is instead of using a Credit Card and having to enter those long numbers, expiry dates, CCV2 and then some letters from a password, or using PayPal, where I need an existing account setup and have registered my Credit Card against my Account, and authorized it for us, way ahead of any purchases I want to make. Here you just enter your mobile phone number, and everyone has one of those and knows the number off by heart. We sent you a 4-digit PIN just to make sure it’s you, and then when you have entered that back on the Merchant’s site, we’re all done. It’s as simple as that. The charge appears on your Mobile phone bill or taken from your phone credit, depending on your relationship with your provider.

We also send you a Receipt notification by SMS, just so you know that you have completed the transaction. In that SMS is a link to a secure web portal, where you can register, sign-in and see all of your transactions. How cool is that?

2. How do I tell what it is for?

In the details of the Mobile Payment transaction, where on-screen or from which the Tola Consumer Portal, are all of the details of the transaction. From what day & time it was processed, to the Merchant and the Service and of course the amount charged.

It’s all there, on-screen. And if you want you can save or print your transactions for your own records. But there’s no real need, we keep them for you for 7-years.

3. How do I identify the company that has charged my mobile phone account?

This is the transaction details, just look for the Merchant details and that’s the company who conducted the payment against your mobile phone account.

4. This charge is wrong, what can I do?

Now, is the charge a different amount to what you were expecting? Is it different to what was listed on the SMS containing the PIN we sent you prior to the payment being processed, or is it different to the details in the Receipt notification SMS we sent you, once the payment completed?

If it was different to any of these, it shouldn’t be, and something has gone wrong. Please call one of our Support Team or Submit a Support Request and we’ll get right on it.

5. I never received the Goods or Service that I have been charged for, what do I do now?

If you have been charged by a merchant, and they have failed to fulfil the order for the goods and services you contracted to purchase with them, then please contact the merchant, straight away.

If there is still a problem, then please call one of our Support Team or Submit a Support Request and we’ll get right on it – however please make sure you have tried to contact the merchant first, as it is their responsibility to fulfil their contracted orders. All we can do is remove their payment processing capability in the future if they are no longer able to complete this part of the transaction.

6. The Goods I have been charged were faulty or damaged on delivery, who do I contact?

If you have been charged by a merchant, and the goods and services were faulty or damaged on delivery they have failed to fulfil their responsibility to deliver goods to you, in a way that they are fit for purpose, please contact the merchant, straight away, regarding either arranging replacements or a credit for your purchase.

7. The Goods or Services I ordered and have been charged are not the ones I wanted, the wrong colour, the wrong size, the wrong design – basically, something has gone wrong, who can help get it right?

If you have been charged by a merchant, and the goods and services were not as you ordered then they have failed to fulfil their responsibility to deliver the correct goods to you, please contact the merchant, straight away, regarding arranging the return of the wrong ones and either the correct ones or a credit for your purchase.

8. I have absolutely no recollection of consenting to a charge on my mobile phone account, what’s going on here?

Has anyone had access to your Mobile phone during the last month? Has it been unattended and unlocked for any period? As in order for us to undertake a Mobile Payment to your Mobile Phone account, we needed to be given your Mobile phone number by the Merchant processing the payment. We would have then sent an SMS directly to your Mobile phone, containing details of the transaction along with a unique 4-digit PIN for that transaction. That PIN needed to be entered into the Merchant’s site, to undertake the transaction. We would have also sent you a Receipt notification SMS after the payment was complete.

Do you have any record of these communications on your phone? If you do, then someone else used your handset to purchase goods and service on your behalf – please be more careful in the future.

If there is no record, please contact your Mobile phone provider immediately, as your Mobile phone number may have been compromised and is being used fraudulently.

9. This isn’t my Mobile phone account – something has gone terribly wrong.

To be viewing Mobile phone payment transactions, we would have needed to perform a registration against an Email address, as then associated a mobile phone number with the account. To complete this, we would send a validation SMS containing a unique 4-digit PIN, which would need to be confirmed with us, before we granted access to any records.

If you conducted these steps and this isn’t your mobile phone account, please contact your Mobile phone provider immediately, as your Mobile phone number may have been compromised and is being used fraudulently.

10. I have put through mobile payments for both personal and work-related items, how can I separate them so I can expense the work related ones?

Nice question – in the Tola Consumer Portal we allow you to search for transactions within a specified date range, or by a specific merchant or service. That way you can identify those transactions you undertook when away on a certain business trip or transactions with a particular merchant or for a certain service. When you have identified those, you can then print or save them, so you can include then in your Expenses claim. Neat, huh?

11. Do I have to pay these charges?

Yes, you do – by undertaking a Tola ‘Pay by Mobile’ payment transaction, you are using an existing contractual relationship you have with your Mobile phone provider, where you have to paid for goods & services provided under that contract.

The agreement Tola has with the Mobile phone providers, under an E-Money licence, is that charges can be made to your Mobile phone account to pay for Goods and Services with particular merchants. When you initiated the payment process you also accepted the Tola Terms of Service which covers these transactions and allows use to work together with the Mobile phone providers to allow their subscribers to do this.

12. Can I change my Mobile phone number? Will I still see my historical charges on my current phone, as well as the ones on my new number?

Good question – yes you can, just go to ‘My Profile’ menu, and add a new Mobile phone number. We will automatically mark the existing number as expired from that day. Now you will be able to view your existing transaction up until that date, but only that date, just in case the Mobile phone provider gives your old number to someone else in the future. You will, of course, be able to see all your transactions on your new number straight away.

13. My Email account has been hacked, can I change my registered Email address, please.

We’re very sorry to hear that – please call one of our Support Team or Submit a Support Request and we’ll get right on it. Don’t worry we can recover access to your account for you.

14. Can I turn off the PIN code verification for regular mobile payments?

Unfortunately, not – the PIN validation and verification is a key part of the Tola Pay by Mobile payment method, and ensure that the payment is being undertaken by the owner of the Mobile phone account or with their consent.

15. How long do you keep the details of mobile payment transactions?

The Tola Consumer Portal keeps a record of transactions for 7-years. All transactions are stored in a secure database and only the registered user who has validated their Mobile phone can see the transaction processed by that number. Don’t worry, the details are all kept very safely and securely.

16. Can I delete a Payment transaction record from my history?

Unfortunately, not - All transactions are stored in a secure database and only the registered user who has validated their Mobile phone can see the transaction processed by that number. Don’t worry, the details are all kept very safely and securely.

17. Can I see the transactions on more than one mobile phone? I have one for work and one for personal.

Yes, you can - just add a second or additional mobile phone number to your account, and we'll show you the E-Money transactions conducted on that account as well.

We would love to have your feedback on what you have seen so far and help us make improvements.