Frequently Asked Questions

Recharge

What can I do if I recharged to the wrong Smile Account number?

If you recharged to a wrong Smile account number, kindly contact our customer care team on 0662 100 100 for assistance. Our team is available 24-hours.

What can I do if I entered an incorrect business number and not the Smile business number, on my mobile money recharge?

If you entered an incorrect business number you would need to contact your mobile money provider for assistance.

What can I do if I converted my airtime into a data bundle I do not want?

Do not use this data bundle. Disconnect your device/s from the Internet and call our customer care team on 0662 100 100 for assistance - they are available 24/7.

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 can I do if I recharged with a data bundle or airtime, and find that my account has not been credited?

If you recharged and your account has not been credited, please contact our customer care line on 0662 100 100 for assistance - they are available 24/7.

If I buy airtime or recharge data using mobile money, how long will it take for my account to be credited?

Your account will be credited immediately with the bundle or airtime purchased and paid for via your mobile money service.

If you recharge with the exact amount that match up with the price of the bundle of your choice, the amount will be directly converted into that data bundle.

To ensure your Smile account is immediately credited, please check or confirm the Smile data bundle prices before mobile money recharges, and recharge with the exact amount.

Are there any charges when I recharge with a data bundle or buy airtime using mobile money?

Yes, some mobile money providers may charge a fee for bill payments, please onfirm this fee with your mobile money provider.

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 recharge via MySmile with payment through PesaPal and PayPal.
4. Using Mobile Money to recharge.

Using M-Pesa
*150*00#
Select 4 Pay by M-Pesa
Select 4 Enter business number (110110)
Enter reference number (Smile account number or SmileVoice number)
Enter exact amount of data bundle you want to recharge with
Enter your M-Pesa PIN

Using TigoPesa
*150*01#
Select 4 Payments
Select 3 Enter business number (110110)
Enter reference number (Smile account number or SmileVoice number)
Enter exact amount of data bundle you want to recharge with
Enter your TigoPesa PIN

Using Airtel money
*150*60#
Select 5 Payments
Select 3 Enter business name (SMILE)
Enter exact amount of data bundle you want to recharge with
Enter reference number (Smile account number or SmileVoice number)
Enter your Airtel money PIN