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Troubleshooting

Common Issues and Solutions

Transaction Failed

If your transaction failed, check the following:

  • Ensure you have sufficient funds in your wallet
  • Verify the recipient's phone number is correct
  • Check that the recipient's wallet is active
  • Ensure you have a stable internet connection
  • Try the transaction again after a few minutes

Cannot Log In to App

If you're unable to log in to the UpSend app:

  • Ensure you're using the correct phone number or email
  • Check that your password is correct
  • Reset your password through the app if you've forgotten it
  • Ensure your account is not locked (contact support if it is)
  • Close and reopen the app
  • Ensure you have a stable internet connection

App Not Loading

If the app is not loading properly:

  • Check your internet connection
  • Close and reopen the app
  • Clear the app cache
  • Update the app to the latest version
  • Uninstall and reinstall the app (last resort)

OTP Not Received

If you're not receiving OTP SMS:

  • Ensure your phone has network signal
  • Check that SMS is enabled on your phone
  • Verify the phone number is correct
  • Wait a few minutes and request a new OTP
  • Contact support if the issue persists

Bill Payment Not Reflected

If your bill payment is not reflected:

  • Wait up to 24 hours for the payment to reflect
  • Check your transaction history for confirmation
  • Contact the service provider directly
  • Contact UpSend support with your transaction ID

Account Locked

If your account is locked:

  • Contact UpSend support to unlock your account
  • Provide your account details for verification
  • Follow the security verification process
  • Change your password after unlocking

Still Need Help?

If you're still experiencing issues, our support team is here to help.

Email: support@upsend.ug
Phone: +256 315 100 011
Hours: Mon-Fri, 8am - 6pm