Support
Help with any UtilityBox purchase — electricity tokens, airtime, data, cable TV or exam PINs. Most problems are one of the common ones below. If yours isn't here, call or message us — a person picks it up, not a bot.
Get help with a purchase
We'll check it the moment you send this. If a token or top-up is owed to you, it goes to your email right away.
- Opening hours
- Email only, at utilitybox.ng@gmail.com. Monitored around the clock, including public holidays.
Common problems
The four below cover most questions we get. The full FAQ answers the rest — fees, receipts, every service.
I paid but nothing arrived
Electricity token, airtime, a data bundle, a TV subscription or an exam PIN — whichever it was, check your history first, as anything that arrives late still lands there. If it still shows pending after 15 minutes, use Get help with a purchase above or call us with the reference. Your money is not lost; sometimes the provider is simply slow to confirm.
My number or details were rejected
Electricity: usually the wrong DisCo — a meter in Surulere is Eko (EKEDC), not Ikeja (IKEDC); check the name on your last bill. Airtime & data: make sure the network matches the line — a ported number can read as another network, so pick the real one. Cable TV: enter the smartcard / IUC number exactly as printed, no spaces. Exam PINs: enter your details as registered. If everything is right and it still won't go through, the account may not be set up on the provider's system yet — that needs them, not us.
I got less than I expected
Electricity: your DisCo may have recovered outstanding arrears from the purchase — we show the exact amount deducted on your token screen, and the tariff per kWh is set by the DisCo, not us. Data: check the bundle's allowance and validity before buying; SME and regular plans differ. TV: a payment renews the plan you selected for one cycle. If a figure still looks wrong, send us the reference and we'll check it.
I can't find my token, PIN or receipt
A receipt goes to the email used for the purchase — check there first, including spam. Everything you've bought — tokens, airtime, data, TV subscriptions and exam PINs — is also listed in your account, searchable by the number you bought for or by the token itself. Sign in with the same email you bought under.
Why does a purchase occasionally take longer?
Most purchases confirm in minutes. On the rare occasion one is delayed, we're already on it — it's checked automatically in the background, and your money is safe throughout. If a delay runs unusually long, we reach out to you directly with an update rather than leaving you waiting. Our goal, every time, is to get your purchase to you as quickly as possible.