FAQ

If your questions aren’t answered here, Please contact us at DthPay. We’re happy to help!

What is Quick Recharge?

Quick recharge is for customers who don’t know about their package details or need to add a specific amount for their package. Quick recharge allows you to enter your desired INR (Indian Rupee) Amount and that amount will be credited to your DTH account.

What is Account Fund?

Account Fund is your in-store wallet funds, you can deposit any desired amount to your Account Fund and use it to pay for products and services. Each time you make purchase or recharge using account fund you will get 9% discount during the checkout.

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

Absolutely not, you can directly pay with your Credit / Debit Cards in checkout page without depositing funds to “Account Fund”.

Is depositing money in Account Fund 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.

Does the recharge happen immediately?

Yes. As soon as payment is made, you will get a confirmation Email from us and a recharge message from your DTH operator. Generally, it takes less than 10 minutes for the transaction to complete. But in some circumstances, it may take up to 45 Mins

Do I need to pay any charges in case I recharge the connection after deactivation of same.

Yes, DTH operators will charge you extra INR. 27/- as a fee to cover CAS, middleware and other administrative costs incurred in maintaining your account when it is deactivated. Said fee is either deducted from your recharge amount by the operator or you can pay extra INR 27/- to avoid losing a number of days from your recharge.

Do you charge the Indian DTH packages in exact currency rate?

No, we don’t charge in exact currency rates. Our rates are mentioned in LKR for each Indian DTH package.

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. Please note that once you have registered with us your name primary e-mail address and Contact No cannot be modified.

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 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.

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 from us:
For new users, you will receive Email about your login details
Order confirmation for payment towards recharge
Order completed Receipt on Email confirming your order is successfully recharged by Dthpay
SMS from your operator to set-top box with recharge details

Why did my recharge is failed?

Various reasons could cause your recharge to Fail, common reasons are;

Your VC# or Customer ID is invalid

Package you’ve selected is not applicable with your VC# or Customer ID

Your payment is assessed as High-Risk Payment by the payment processor.

Sometimes, we face delay from the DTH Operators and they do not respond within few seconds.

What will happen to my payment, if a recharge is failed?

In case a recharge is failed for some reason, your payment will be refunded immediately from our end and it will reach your bank account or card issuing company within 10 business days.

Why my recharge "On Hold"?

we will hold high-risk orders to confirm the legitimacy of the payment.

Is it safe to recharge online?

Absolutely. All transactions on our website are executed securely 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 is not working, what will I do next?

All the recharges are instant but sometimes it may take at least 45 mins for services to resume, in case if you can’t view even after 45mins or having problems with your recharge you can contact us using our contact methods. We highly recommend you to use our online chat support for the faster resolution.

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

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

Log in to your account section on our website and move to orders section from there you find all the information regarding the order(s) you placed.

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

Yes, you can. 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.

How do I track my shipment?

Once the product is shipped, we will notify you with the Domestic/International courier service provider details and Tracking ID via email, you can also login to your account and view the order and shipping information at anytime

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 number of countries, however, you can place orders from anywhere in the world.

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