Frequently Asked Questions

Recharge

What will I do if I recharged to a wrong Account number?

If you recharged to a wrong account number, kindly contact our customer care team on 0662 100 100 for assistance.

What will I do if I entered a wrong business number and not a smile business number?

If you enter a wrong business number you need to contact your mobile operator customer service for assistance.

What will I do if I recharged with the amount that converted into the bundle I didn’t prefer?

Do not use the bundle. Disconnect from the Internet and call our customer care line on 0662 100 100 for assistance.

What should I do, If I don’t want the amount to be directly converted into bundle?

If you don’t want the amount to be directly converted into bundle, you have to recharge with the amount that doesn’t match with any of our bundle price.

Will I be refunded if my account has not been credited?

No, you have to check with your mobile operator to see why your account has not been credited, and ask them to credit your account with the respective amount.

What will I do if I recharged my account and it has not been credited?

If you recharged and your account and it has not been credited, please contact our customer care line on 0662 100 100 for assistance.

If I pay through mobile money, how long will it take for my account to be credited? Do I need to buy the bundle?

• Your account will be credited instantly.
• If you top up with the exact amount that match up with the price of the bundle of
your choice, the amount will be directly converted into bundle.
• Check/confirm our bundle prices before recharging your account.

Are there any charges when I pay through mobile top up?

Yes, some mobile operators may charge you for bill payments, you need to confirm with your mobile operator.

If I pay through mobile top up will I get a physical TRA receipt/invoice from Smile?

• No, when paying through mobile top up, the confirmation SMS from your mobile provider will act as your payment receipt.
• You will get a Smile invoice only when you pay through our smile outlets/Shops.

How do I recharge my account?

• You can recharge your account by using either of the below payment methods:
1. Through our smile outlets /shops
2. Through Selcom vendor and Maxcom vendors
3. Online payment through PesaPal and PayPal.
4. Using Mobile top up

 Mpesa
*150*00#
Select 4 Pay by Mpesa
Select 4 Enter business number (110110)
Enter reference number (Smile account number)
Enter Amount
Enter your Mpesa Pin

 Tigopesa
*150*01#
Select 4 Payments
Select 3 Enter business number (110110)
Enter reference number (Smile account number)
Enter Amount
Enter your Tigopesa Pin

 Airtel money
*150*60#
Select 5 Payments
Select 3 Enter business name (SMILE)
Enter Amount
Enter reference number (Smile account number)
Enter your Airtel money Pin