FAQ

Frequently Asked Questions

What is Quick Recharge?

Quick recharge is for customers who need to top-up specific amount for their connection. Quick recharge allows you to enter your desired INR (Indian Rupee) Amount and that amount will be credited to your dth account.

Does the recharge happen immediately?

Yes. Quick recharge will happen instantly within few mins, If it is package recharge then it may take awhile to create the package hence it may take 15 to 20 mins for same.

I’ve created a package, now I want to add more channels, can I do it using package recharge option?

No. When you create your package you must include all the channels you want, you can’t use our platform to add channels to your existing package, when you do that older package will be cancelled and new package will be created as your new channel selection. So if you want to add more channels to your existing package you may contact us so our team will help you out

Is there any registration required for availing online recharge service?

Yes, to avail this service you need to register one time on dthpay.com by entering the required information correctly.

Can I recharge for my friends and relatives?

Yes. You can recharge for your family, friends & loved ones using the same account.

I don’t have a credit card, is there any other options to recharge?

Yes. We accept Ezcash, Mcash, Sampath Vishwa Online Bank Transfer and DFCC Wallet

I recharged my DishTV connection but I can’t see most of the Tamil channels, what is the reason?

DishTV moved most the South channels (Tamil, Malayalam, Telugu and Kannada) to ST2 satellite. To get all the Tamil channels you may need to migrate your connection to ST2 satellite. To Learn more about ST2 satellite migration Click Here

I don’t live or resident of Sri Lanka, Can I recharge my dth connection?

Yes, you can recharge your dth connection from any part of the world, there is no restriction and we accept all domestic and international credit/debit cards. (International cards subject to security check, hence recharges will be executed after the verification only)

How will I get to know whether my recharge transaction was successful?

The moment you complete the entire process for your DTH recharge on dthpay.com you will get the following information via email from us:
Order confirmation for payment towards recharge
Order Receipt on Email confirming payment
Successful recharge mail from DthPay
SMS from your operator to set-top box with recharge details

Why did my recharge not happen?

Sometimes, we face delay from the DTH Operators and they do not respond within a few seconds. The only reason why at times your recharge does not happen is that the DTH Operators do not always enjoy a very reliable connectivity. Even if recharge fails, don’t worry, your money is refunded to your in-store wallet.

Is it safe to recharge online?

Absolutely. All the transactions are executed securely and no critical information regarding your payment is ever accessible by any employee or third party.

I have entered a wrong VC No./ Customer ID / Smart Card No. while recharging, do I get the refund for that?

No. once recharged there is no refund will be made.

Do your products come with guarantee/warranty details?

DthPay guarantees 100% customer satisfaction, security, quality, support and value for money. All products sold on DthPay are original and covered under fixed period manufacturer warranty for hardware or software issues, wherever applicable account.

Can I buy more than one product/ in one go?

Yes, you can. As you click the Buy button on a product page, it gets added to your shopping cart. You can add as many products and deals you want and then pay for the entire order in one go!

What should I do if I find my package opened or tampered with upon delivery?

Please don’t accept an open or tampered package. Report this concern by filling up our Support ticket form with your order details and we will look at it immediately and get back to you.

Why have I not received my product yet?

Due to unforeseen circumstances, it is possible that your order might get delayed. We will send you an e-mail informing you about the delay along with the new expected delivery date

How long it will take to deliver my order(s)?

All the orders processed and delivered within 5 business days

I want to ship something abroad. Can I do that?

We don’t deliver products to all the countries internationally right now. You can for selected no of countries, however, you can place orders from anywhere in the world.

How to create an account with DthPay

Step 1 : Enter your Mobile number in the Sign up form, mobile number must be entered without the “0” in front (For example if your mobile number is 0771234567 then you must enter as 771234567) your country code will be selected automatically , if you are outside of Sri Lanka you can change the country code in Country code panel and submit.

Step 2 : You will receive an OTP (One time Password) via SMS, once you received it Enter your OTB and confirm. Your account will be created and good to go.

How do I login to my account in DthPay?

Step 1 : Enter mobile number in the Login form, mobile number must be entered without the “0” in front (For example if your mobile number is 0771234567 then you must enter as 771234567) your country code will be selected automatically , if you are outside of Sri Lanka you can change the country code in Country code panel and leave the password section blank and Click on login with OTP.
Step 2 : You will receive an OTP (One time Password) via SMS, once you received it Enter your OTB and confirm. You will be logged in.

What is DthPay Wallet?

DthPay Wallet is your in-store wallet funds , you can deposit any desired amount to your DthPay Wallet and use it to pay for products and services. Most of the offers and promotions are applied via DthPay Wallet

In order to recharge or buy products do I need to have funds or deposit funds to Wallet?

Absolutely not, you can directly pay with your Credit / Debit Cards in checkout page without depositing funds to “Wallet” If any ongoing promotions or discounts available in store it’s applied only for “Wallet”

Is depositing money in DthPay Wallet is Safe?

Yes Absolutely. All the transactions are executed securely via SSL and no critical information regarding your payment is ever accessible by any employee or third party.

Why my online payment is declined?

Unfortunately when the payment processing company declines a transaction on behalf of your bank or card issuer, it does not tell us why.

I made a recharge online but my connection didn’t got recharged, what will I do next?

You can contact us thru our contact methods in order resolve recharge issues.

I haven't received any E-mail confirmation about the order I just placed on Dthpay. What should I do?

Make sure you’ve entered the correct and valid email address in order to get the confirmation, and make sure that you keep info@dthpay.com in your safe mailing list.

How do I track the status of my order(s)?

Visit your Account > Orders section to find details about your orders.

What if my recharge failed or cancelled, how the payment will be refunded?

All refunds will be processed DthPay Wallet (our website in-store wallet) In case of an recharge failure payment will be refunded to website wallet

Can I use some one else's debit/credit card to recharge or purchase?

No. You’re looking for trouble

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