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FlamePay

HELP AND SUPPORT

Get help with a payment, voucher or redemption.

Start from the transaction or voucher in your FlamePay account whenever possible. That gives support the clearest record of what happened.

A Black woman preparing food on a lit gas stove at home.

PAYMENT

Payment succeeded but value is not visible.

Do not pay again while FlamePay is still confirming the transaction. Keep the payment reference shown in Activity; it is the clearest starting point for an investigation.

A failed notification does not cancel a successful financial operation; the transaction record remains the source of truth.

REDEMPTION

A refill could not be completed.

Check the recorded reason: wrong station, insufficient value, expired voucher or OTP, no gas, network interruption, or a customer or attendant cancellation.

If the attendant did not confirm that gas was dispensed, FlamePay should not reduce customer value or create station settlement value.

ACCOUNT ACCESS

A sign-in or OTP problem.

Use the latest code sent for the current request and check that the phone number or email belongs to the FlamePay account. Repeated invalid attempts can temporarily lock the challenge.

Never share a login OTP. Share a redemption OTP only while physically present for the exact refill shown on screen.