Order Assistance
I'm signing up, but I don't receive an OTP.
Ans: If you're not receiving an OTP during the signup process, I recommend the following steps: first, quit the app and
wait for about 30 minutes. Then, check your internet connection to ensure it's stable. Afterward, try signing up again.
If the issue persists, please request a callback and we'll be happy to assist you.
2. I'm attempting to sign up, but the app is indicating that the number already exists.
Ans: If the app is indicating that the number already exists, it means that you have already registered with that
particular phone number. To proceed, please use a different phone number and try again. If you encounter any further
difficulties, request a callback and we'll be happy to assist you.
3. Why does the screen keep spinning endlessly?
**Ans:**This could be caused by connectivity or system issues. Close the app for approximately 30 minutes, check your
internet connectivity, and then attempt again. If the problem persists after following these steps, please request a
callback and we'll be happy to assist you.
4. When I enter my password during the login process, I receive an error message stating, "An error occurred while
signing in."
Ans: Please ensure that you have entered the correct password and check your internet connectivity. After confirming
both, try logging in again.
5.How can I request a callback or send a message for assistance?
**Ans:**To request a callback or send a message via the app,, simply click on the question mark button "?" located at
the top right corner of your homescreen. From there, select the prompt or option that best suits your needs, and our
team will promptly get back to you with the necessary support.
6. Where can I locate the homescreen on the app?
Ans: After logging in, you can find the homescreen as the initial interface that displays your name and picture at the
top left corner. It serves as the primary screen where you can access various features and functionalities of the app.
7. Why am I not receiving the OTP when attempting to reset my password?
Ans: Please ensure that you are using the latest version of the app. Additionally, check your internet connectivity to
ensure it is stable. After confirming these factors, attempt the password change process again.
8. What are the steps involved in creating an order on the app?
Ans: Absolutely! Here are the steps to create an order on the app:
1. To get started, you have two options. You can either select a specific merchant directly from the homescreen, or you
can click on the "Orders" button located at the bottom of the homescreen.
2. Once you've made your choice, proceed to select your preferred vendor from the available options provided.
3. If you want to select an item from the inventory,
- Click on the item and select "Make Payment."
- After confirming the price of the item, select "Continue."
- If you wish to pay in installments, choose “Pay in installment”.
- Continue to the next interface, to choose your preferred plan.
- Select “Continue” to see your payment breakdown.
- From there, select "Make Payment" to pay your initial deposit.
- Choose your preferred payment method, either MTN or card.
- Follow the payment prompts to complete the process.
1. If the item you want to order is not listed in the inventory,
- Select the option to "Manually Place an Order."
- Input the cost of the item and select the relevant product category from the dropdown menu and select “Continue”.
- Select your preferred payment plan and click on the “continue” button.
- The next interface is your payment breakdown.
- Select "Make Payment" to pay your initial deposit.
- Choose your preferred payment option, either MTN or card.
- Follow the payment prompts to complete the process.
9. What is the process to make a full payment for my item?
Ans: Here are the steps:
- To get started, select a specific merchant directly from the homescreen, or you can click on the "Orders" button
located at the bottom of the homescreen.
- Once you've made your choice, proceed to select your preferred vendor from the available options provided.
- Select your preferred item from the inventory.
- Select “Make Payment” and choose “Continue”
- Select “ Pay All Now’
- Choose your preferred payment option, either MTN or card.
- Follow the payment prompts to complete the process.
10.What is the reason why I am unable to use vodacash or airteltigo for making payments?
Ans : Currently, vodacash and airteltigo are not available as payment options.
However, you can make your payment using mtn momo, visa, or mastercard.
11.What could be the possible reasons for the failure of my payment?
Ans: There are several possible reasons for the failure of your payment, including:
- Insufficient balance,
- Expired card,
- Poor internet connectivity,
- Incorrect payment option,
- Missed steps in the process
- Failure to provide the required PIN.
Please check the above possible reasons and try again. If the issue persists, feel free to contact our helpline for
further assistance.
12.How did the system obtain access to my pin in order to automatically debit my account?
Ans: The system utilizes your initial pin authorization to facilitate automatic deductions for subsequent installments.
13.Why am I not receiving the OTP when attempting to make a payment?
Ans: Exit the app for approximately 30 minutes. Additionally, ensure that you are
using the correct phone number. Check your internet connectivity and try again. If the challenge persists, please call
our helpline for further assistance.
14.Where can I find my monthly installment on the app?
Ans: To make your monthly installment payment, follow these steps:
1. Open the app and navigate to the bottom of your homescreen.
2. Tap on "Orders."
3. Select the "Upcoming" section.
4. Locate your next expected amount and click on it.
5. Follow the prompts provided to proceed with making your payment.
6. Why does my partial payment keep failing?
Ans: Please contact our helpline for further assistance.
16. What are the steps to increase my spending limit?
Ans: In order to increase your spending limit, you will need to provide us with your 3-month current bank statement or
mobile money statement. Please contact our helpline for further assistance.
17. Why did the app log out by itself?
Ans: You were automatically logged out due to a timeout. This is a security feature implemented to protect your account.
Please log in again to continue.
18. How can I update my information on the app?
Ans: To update your information on the app, please contact our helpline for further assistance.
19. I’m trying to upload my ID card but it keeps failing.
Ans: Please ensure that your ID card is valid and in the correct format for uploading. Additionally, quit the app, check
your internet connectivity, and attempt the upload again.
20.Why is the picture verification for my profile picture not working?
Ans: Please ensure that you have a stable internet connection and try again.
21. How can I upload my ID if my phone camera is not working?
Ans: If your phone camera is not working, please try using another phone's camera to upload your ID.
22. For how long has Motito been in operation?
Ans: Motito has been operating for a duration of 3 years and is still actively serving customers.
23. Why has it been more than 3 days and I still haven't been able to pick up my item? What is the reason for the delay?
Ans: We apologize for the inconvenience caused by the delay in picking up your item. The delivery time is subject to the
terms and conditions of the vendor. We recommend contacting our helpline for further assistance in resolving this issue.
24. How can I receive my item if I am located outside of Accra?
Ans: If the vendor does not have a presence in your location, you can arrange for delivery with the vendor directly. You
can discuss options such as using a courier service, bus or any convenient means. Please note that any costs incurred
for the delivery will be the responsibility of the client.
25. What are the accepted ID cards
Ans: The app accepts specific types of identification documents such as a passport, national identification card,
driver's license, and voter's ID. Please ensure you are using one of these accepted cards.
26. Why hasn't my account been verified yet?
Ans: It's possible that you haven't completed your registration process. Please open the app's homescreen, click on
"Complete your account activation" and follow the instructions to complete your registration.
27.How can I purchase an item that is not available on the app?
Ans: If the item you want is not available on the app, we will contact our vendors to check its availability. In the
event that our vendors do not have the item in stock, we will provide you with the option to purchase it from an offline
vendor. Please keep in mind that certain terms and conditions may apply in such situations.
28. I'm experiencing difficulties in linking or verifying my bank account.
Ans: If you are facing difficulties in linking or verifying your bank account or payment method, you can skip that
process for now and continue with your registration.
However, please note that for manual verification, we will require you to provide your 3 months' current bank statement,
mobile money (momo) statement, or payslip. Please use the app to request back for further assistance.
29. When I try to place my order and input the amount, I receive an error message saying "settings not found." What
should I do in this situation?
Ans: If you encounter the error message "settings not found" when trying to proceed with your order, it is likely a
system error. We apologize for the inconvenience caused. To resolve this issue, please contact our helpline for further
assistance. Our support team will be able to provide you with the necessary guidance and help troubleshoot the problem.
30. Why am I experiencing difficulties signing up using my computer?
Ans: The app is specifically designed for mobile devices, and a web version is not available at the moment. To sign up,
please use the mobile app on your smartphone or tablet.
31. Why can’t I download the app on my phone?
Ans: If you are using an apple phone, please make sure that your device's settings are set to Ghana. For android
devices, check the settings on your phone, including permissions and storage, and try downloading the app again.
32. Why do I keep receiving an error message after entering the OTP to proceed with my sign-up?
Ans: If you encounter an error message after entering the OTP during sign-up, Exit the app for approximately 30 minutes.
Ensure that your internet connection is stable, and then try again. You don't need to start the sign-up process from the
beginning. Instead, log in with your phone number and password to resume.
33.Why does the app show that my payment failed even though my account has been debited?
Ans: We apologize for the inconvenience caused. If your account has been debited but the app shows that the payment
failed, it could be due to a system error. We recommend calling our helpline for further assistance to resolve the
issue.
34. Why does the system say "user not valid" when I try to make a payment?
Ans: Please ensure that you are using the accepted payment option and the correct phone number when making the payment.
If you continue to encounter the issue, we recommend contacting our helpline for further assistance.
35. I have been charged twice through auto debit. How can I request a refund?
Ans: We deeply apologize for the inconvenience caused by the double charge. To request a refund, please contact our
customer support team. They will assist you in initiating the refund process, which typically takes between 2 to 3
working days to complete.
36. How can I increase the amount of my initial deposit?
Ans: To increase your initial deposit, go to the payment breakdown interface and select "click here to change amount to
pay" located below the 40% expected amount. You can then adjust the initial deposit amount to your desired value.
37.Why am I not receiving SMS notifications for my upcoming payments?
Ans: Please check the SMS log of the phone number associated with your account. If you did not receive the notification,
please contact our customer support to report the issue.
38. Why is my mobile device not supported by the app?
Ans: Some mobile devices may not be compatible with the app due to limitations in supporting play store or app store.
Please ensure that your device supports play store or app store in order to download and use the app.
39. Why was I disqualified for credit?
Ans: The system analyzes information from your financial transactions associated with the phone number you used during
sign-up. Please ensure that you have entered the correct phone number. If you have been disqualified for credit, you
still have the option to make an outright payment for your purchase.
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