KindleNG | FAQs

FAQs

Here you'll find answers to the most frequent questions asked by our users. Contact us if you've got other questions not answered here.

  • General / Account

    KindleNG is a web and mobile application that leverages cutting-edge technologies to provide secure utility bills payment solution in Nigeria. KindleNG enables users to make electricity bill payment, airtime recharge, data and TV subscriptions.
    No. Registration is optional. However, registered users get access to more exciting features of the app like setting up auto-renew, accessing cashback, transaction history, favorites, wallet, and more.
    There are 3 simple ways to create a KindleNG account. Visit https://kindle.ng/auth/signup and choose the option that fits your needs.
    • Continue with Google
    • Continue with Facebook
    • Enter your name, email or phone, and password and click ‘Sign Up’.
    For Google or Facebook options, you will be redirected to their respective authorization page. Choose the account to continue with. You will be redirected back to the KindleNG app; logged in, as your account is automatically created. Note that this process does not require a password so you don’t have to worry about remembering yet another password.
    • Visit https://kindle.ng/auth/sign-in
    • Choose the same option for registration to sign in.
    • For an account created with custom details, provide your email/phone number, password and click ‘Sign in’.
    • For Google or Facebook options, you do not require a password to sign in.
    You can only have one kindle.ng customer login account, but you can make multiple bill payments.
    • Go to Settings
    • Go to Password Reset
    • Complete the form and click ‘Update’
    This only applies to accounts created with custom name and email/phone. We cannot access password for an account created with Google or Facebook.
    Please take the following steps to reset your account password:
    • Select ‘Login’ on the top right of the homepage menu bar.
    • Input your registered email address or phone number then click ‘Forgot Password?’
    • A screen will appear to enter your Email Address / User Name.
    • An email will be sent to your email address with a link to reset the account password.
    • Check your email and follow the instructions in the email to reset your account password and proceed further.
    There are several convenient ways to contact KindleNG customer support
    • Click the Chat button at the bottom right on the website
    • Connect with us on Facebook, Instagram, or Twitter using the handle @kindlepay
    • Send us an email via support@kindle.ng
    • Send us a DM on Whatsapp at 07057234524
    • Go to https://kindle.ng/contact and complete the contact form.
    You must be a registered user to be able to view transaction history.
    • Login to your account
    • Go to Transactions on the menu.
    Yes. The web and mobile platforms are available 24 hours. You can make utility bill payment anytime, anywhere.
    Transactions are generally completed within seconds after it has been sent. You should receive further information from us in the form of an email or SMS if the transaction is pending or delayed for any reason. Please contact our support team at support@kindle.ng for further information and if any issues arise.
    Email us at sales@kindle.ng and we’ll take it from there.
  • Electricity

    Your energy cost is a function of your tariff class. To know your tariff class and the corresponding rate, please contact your distribution company.
    For registered users,
    • Sign in to your KindleNG account
    • Go to ‘Electricity Payment’
    • Select your state, enter your meter number and amount
    • Proceed to enter your payment details and complete the transaction.
    Alternatively, use the ‘Pay Assist’ menu option and follow the steps. For users not registered, use the form on top of the homepage titled ‘What bill are you paying today? ’and complete these firstSteps:
    • Choose ‘Electricity Payment’
    • Select your state and click proceed
    • Enter your meter number, amount and phone number
    • Proceed to payment and complete the transaction.
    • The purchase may be for the wrong meter number. Ensure you are loading the token on the correct meter.
    • The meter may not yet been activated- An activation code will be required from the distribution company.
    • There may have been a change in your tariff index.
    If none of the above is applicable kindly contact us at support@kindle.ng or via any of our support channels.
    Kindly contact us at support@kindle.ng or via any of our support channels.
    Your meter might be shut down. Confirm there is power supply in your area or contact a Meter Engineer if it’s not power-related.
    • A token can only be used by a specific meter number. Used simply means, the token has already been loaded on the meter.
    • This could also be as a result of technical fault or loss of phase and meter entering tamper mode.
    • The cost for the units on a newly installed meter is paid by the customer (as debt) on their first recharge of the meter.
    • Migration of a previous debt, for example, from an old analogue meter.
    • Penalties: If there was a bypass discovered in the apartment, the fine is added as debt to the prepaid meter account.
    Kindly visit the nearest electricity distribution company office to get this sorted out, because all meters are domiciled with them.
    If for some reason you do not receive the credit token, you can retrieve your token from your purchase history in your dashboard or Transactions section of your profile. If you are not a registered user, kindly contact us via any of our channels.
    You must be a registered user to be able to view transaction history.
    • Login to your account
    • Go to Transactions on the menu.
    • Use the sort options to filter the records
    • A debt may have been migrated to your meter. Kindly check your transaction receipt for any debt deductions.
    • A previous payment was inclusive of free units. Kindly check your token details.
    • It may also mean your tariff plan index has been modified.
    • You’re consuming a lot of electricity, really. Ensure you use energy saving bulbs, and completely turn off appliances when not in use.
    • There might be electricity theft or leakage. Please contact a Meter Engineer to investigate if you suspect this is the case.
    • Prepaid meters are charged at different tariff rates (residential R1, commercial meter, industrial etc. are all charged differently.
    • Free units may have been included in one of the purchases. Kindly check your token details.
    • The tariff plan index has been changed.
    No. A token cannot be cancelled. Refund is only possible if a token has not yet been processed.
    A token is valid for a period of 90 days. Also note that meters with series 021, 01011 have to load the first token generated before loading another token.
  • Airtime / Data

    For registered users,
    • Sign in to your account
    • Go to 'Airtime Top Up'
    • Select network, enter the phone number to recharge, and the amount
    • Proceed to enter your payment details and complete the transaction.
    Alternatively, use the 'Pay Assist' menu option and follow the steps. For users not registered, use the form on top of the homepage titled 'What bill are you paying today?' and complete these firstSteps:
    • Choose 'Airtime Top Up'
    • Enter the phone number to recharge, and the amount
    • Proceed to payment and complete the transaction.
    For registered users,
    • Sign in to your account
    • Go to 'Data Subscription'
    • Select network, data plan, and enter the phone number
    • Proceed to enter your payment details and complete the transaction.
    Alternatively, use the 'Pay Assist' menu option and follow the steps. For users not registered, use the form on top of the homepage titled 'What bill are you paying today?' and complete these firstSteps:
    • Choose 'Data Subscription'
    • Select network, data plan, and enter the phone number
    • Proceed to enter your payment details and complete the transaction.
    All airtime or data bundle transactions are final and mobile recharge credits or data bundles are available immediately upon successful recharge and confirmation. As such, all sales are final and airtime or data subscription to wrong mobile numbers cannot be reversed, retracted or refunded. Please ensure you have the correct number before you complete the transaction. Contact us at support@kindle.ng for further assistance.
    If the Mobile Number is invalid and does not exist, the top up transaction will not be performed and you will not be charged for the transaction.
    Yes, you can send mobile top up to more than one mobile number.
  • Cable TV

    For registered users,
    • Sign in to your account
    • Go to 'TV Subscription'
    • Select the TV network, bouquet and enter your smart card or IUC number
    • Proceed to enter your payment details and complete the transaction.
    Alternatively, use the ‘Pay Assist’ menu option and follow the steps. For users not registered, use the form on top of the homepage titled ‘What bill are you paying today? ’and complete these firstSteps:
    • Choose 'TV Subscription'
    • Select the TV network, bouquet and enter your IUC number
    • Proceed to payment and complete the transaction.
    Your Smart Card or IUC Number is a set of digit identifier which is unique to your TV network account and decoder. Loocated at the back of your Smart Card, it is:
    • 10-digits for GoTV
    • 11-digits for DSTV
    • 12-digits for Startimes
    Yes. Select the number of months next to the bouquet.
    • Wait a few moments for the subscription to take effect
    • Ensure your smart card is correctly inserted
    • Bad weather can interrupt your TV network or load time. Try again when the weather is good.
    • You may need to restart your decoder if all other approaches do not resolve the issue.
    Bouquets are delivered immediately after payment confirmation. As such, payments cannot be reversed or refunded. Please always review your transaction details before completion of such subscription.
  • Cashback

    Cashback is a money-back reward on every payment or subscription. The amount varies between 0.3% up to 5% depending on a set factors. This amount is credited to your Cashback Wallet.
    You can transfer funds from your Cashback Wallet to either your Main Wallet (minimum is NGN200.00) or your bank account (minimum is NGN2,500.00). Do note that you must be a registered user before you can access Cashback
    • Log in to your KindleNG account.
    • Goto Wallets page.
    • Under Cashback Wallet, click on "Redeem Cashback"
    • Complete the form on the modal window and click "Confirm"
    Your Cashback balance is displayed on the Wallets page.
  • Auto-Renew

    This feature is coming soon... Auto-renew is a convenient feature that lets you schedule a future bill payment or subscription to automatically be processed at a designated time and date.
    • Log into your kindle.ng account.
    • Select ‘Settings’ from menu bar.
    • Select ‘Auto-Renew’ on the dropdown-menu.
    • Provide the transaction details
    • Click 'Save'
    Yes. You can cancel/modify Auto-renew for any transaction at any time.
    • Select 'Settings on the menu bar'.
    • Select 'Auto-renew'.
    • Select the 'Edit' button next to the specific transaction that you are modifying and continue.
    You can setup one auto-renew each for a unique mobile number, IUC number, or meter number. This means you can have many auto-renew setups for different telephone numbers, electricity meters, and cable TV decoders.
  • Referral Program

    The Referral Program rewards users with NGN2,500.00 for every active referral. And 10% of their cashback on all transactions.
    • Invite friends by sharing your referral link with them. Your referral link is located in the referral page of your dashboard.
    • You'll get 10% of their cashback for any transaction they make.
    You can transfer funds from your Referral Wallet to either your Main Wallet (minimum is NGN200.00) or your bank account (minimum is NGN2,500.00)
    • Log in to your KindleNG account.
    • Goto Wallets page.
    • Under Referral Wallet, click on "Redeem Cashback"
    • Complete the form on the modal window and click "Confirm"
  • Payments / Funding

    • Debit Card
    • Wallet (Available to registered users only)
    • Bank Transfer
    • Ensure your card is registered for online transactions.
    • Make sure to enter all card information correctly.
    • Login to your account
    • Click ‘Fund Wallet’ on the Dashboard
    • Choose your preferred payment option
    • Proceed to payment
    This could be caused by a system glitch at your bank or the switching network. In almost all cases, you will receive a reversal from your bank within 24 hours. Kindly contact us at support@kindle.ng or via any of our support channels in the event you do not get a refund.