Zambia / English

If something does not go as expected

Handle pending verification, missing deposits and payment problems through the right channel.

Last checked: 23 September 2026

A globe, guidebook and connected pathways illustrate learning to use digital payments.

Your route, at a glance

Read the exact status
Gather only the relevant details
Open support from a trusted destination
Confirm the resolution before retrying

Work through these in order.

Read the exact status

Separate pending verification, a completed but uncredited deposit, a pending payment and a declined payment. Each has a different next step. Record the actual message and time. Avoid making another transfer or changing unrelated account details while you are still identifying the issue.

Before continuing

Describe what happened without assuming why it happened.

Gather only the relevant details

For official support, prepare the transaction reference, time, amount, asset/network or bank route and a redacted screen showing the issue. Share only what the authenticated support flow requests. Community comments and social messages are not secure places for identity documents or full account details.

Before continuing

Never include your password, OTP or wallet recovery phrase.

Open support from a trusted destination

Use in-app help or navigate to the official Jupiter support site. Be cautious of people who contact you first and request payment to release funds or approve KYC. This site cannot see your account, reverse a transfer or guarantee a review result.

Before continuing

If you suspect unauthorized card use, use the card's freeze control and contact official support.

Confirm the resolution before retrying

Read whether a transaction was reversed, refunded, declined or still pending. Ask the receiving party to check its own records where appropriate. Retry only after understanding the first attempt and the corrected details. Keep your support reference so that further messages stay in the same case.

Before continuing

Do not treat a support reply or a new attempt as proof that the original payment is settled.

Official sources

Taken from Jupiter’s public documentation. If your app shows something different, the app is right.

Official questions and answers ↗ 2026-09-30
Card eligibility and management ↗ 2026-09-30
Bank transfers and withdrawals ↗ 2026-09-30
Product risks and security ↗ 2026-09-30
Cashback terms ↗ 2026-09-30

Check what you can use

Card residence list: Listed · approval required
QR payments: The checked documentation does not list a Zambian merchant QR network for QR Pay.
Bank payouts: ZMW is not listed among the checked local-payout currencies.

Card eligibility and management ↗ · QR availability ↗ · Bank transfers and withdrawals ↗ · Fees and limits ↗

Guides

My preparation checklist

0 / 6 completed

I checked my real residence and the feature I need.I know where the official verification flow opens.I checked which identity and address evidence is requested.I understand my funding route and any withdrawal restrictions.I can identify the recipient, token, network and total cost.I know how to find official support if something differs.

Saved on this device only.

JUPITER GLOBAL

Continue when you are ready

Jupiter handles account eligibility and identity checks. When you’re ready, sign up and start earning 2% cashback on eligible card purchases.

Privacy and cashback

This site never asks for identity documents, passwords, recovery phrases or payments. Your checklist stays in this browser. Once you open Jupiter, Jupiter’s and its partners’ privacy terms apply.

Cashback is part of an eligible card purchase returned to you after the transaction settles. Once you sign up, you earn 2% on eligible Jupiter Card purchases, up to $100 a month; Jupiter’s current terms and exclusions apply. Cashback terms ↗

Read Jupiter’s official onboarding information ↗ · Official support ↗