FAQ
Frequently Asked Questions?
FAQS ON METER
- Anyone with a prepaid metre can use VALO to purchase electricity units.
- Visit www.valo.ng on your phone or computer
- Click on BUY ELECTRICITY
- You can register as a new user to enable you track your transactions, print receipt or buy units without registering.
- Follow the onscreen instructions
- This could happen due to a number of reasons:
- You could be imputing the units/token into a wrong meter number. Please ensure you are loading the units/token into the right metre.
- Ensure that you confirm your metre number and that the details are correctly yours before vending or completing the transaction.
- The metre is probably new and has not yet been activated by your electricity distribution company.
- Kindly contact our 24/7 customer support team on 0909 677 3476 or send us an email at [email protected] for further assistance.
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KINDLY OBSERVE THE FOLLOWING TO SUCCESSFULLY RECHARGE YOUR ELECTRICITY UNITS/TOKEN:
- You can only recharge when there is power supply (i.e, when there is light).
- Ensure there is power supply in your area before recharging, input the numbers you received as units/token and press on the “Enter” button it could be green or red.
- If issue persist, kindly contact our 24/7 customer support team on 0909 677 3476 or send us an email at [email protected] for further assistance.
- Units/tokens are assigned to specific metres. You cannot buy a token for a particular metre and recharge in another metre. If it has been used simply means it was loaded on your metre.
- Kindly contact our 24-hour support team on 0909 677 3476 or send us an email at [email protected] for further assistance.
- It is expected that you will receive a reversal from your bank within 24 hours. However, kindly contact our support team on 0909 677 3476 or send us an email at [email protected]for further assistance/advice.
- Ensure you turn off all appliances when not in use as appliances left on standby still consume units.
- It is advisable to use energy saver light bulbs for your lightening.
- Kindly contact your distribution company who would probably assign a metre Engineer to further check the issue. SUMARRILY, THIS COULD BE AS A RESULT OF:
- -High consumption
-Electricity theft
-Leakage
- The name and address displayed is same one registered on the distribution company’s system. Kindly visit the nearest electricity distribution company office to edit this information on your meter. However, we can process a utility bill for you. Please send us an email to [email protected]
- It could be as a result of the following:
- Prepaid meters are charged at different tariff rates (residential R1, commercial meter, industrial etc. are all charged differently.
- If free units were included on the previous purchase. Kindly check your token details.
- The tariff plan structure has been changed.
- Implies that the meter has timed out the token (it has expired) Meter with series 021, 01011 have to load the first token generated before purchasing or loading another token.
- Right now, this is not possible. A token can’t be cancelled. Refund is only possible if a token has not yet been processed.
- Kindly contact our support team on 0909 677 3476 or send us an email at [email protected] for further assistance.
- It is possible you omitted a digit in the metre number, confirm your number entry. A meter number is an eleven (11) or thirteen (13) digit number. You can get your metre number on your previous receipt of purchase from your distribution company or on the metre itself.
- To do this on the metre itself, input the number 65 using the keypad and press (the red button or the button with the # sign or the sky-blue button).
- Mojec Meters starting with 541/ 0215 series (press): 86 or 10 respectively.
- Momas Metres starting with 621 series (press): 804
- Conlog Meters starting with 041/042 series (press): #4#
- Turbo Energy(L&G) metres starting with 070, 071 & 072, for single phase series (press): i025.
- Validity period for a token is 3 months. However, Meters with series 021, 01011 have to load the first token generated before loading another token.
- Yes you can. To be a merchant, kindly send us an email to [email protected]. We would contact youas soon as possible.
My Account
- Visit www.valo.ng. Enter your phone number and click on BUY ELECTRICITY.
- A screen pops up asking you to REGISTER AS A NEW USER otherwise, close the dialogue box and continue.
- You can register directly by clicking on the REGISTER button.
- Follow onscreen instruction to complete registration.
- Click on the button ‘forgot password’, enter your registered mobile number and a password reset link will be sent to your mobile number. Once you receive the SMS, click on the link and your password will be reset to your registered mobile number.
- If you wish to change your password from your mobile number, kindly click on the button change password, provide your current password (your phone number), the new password, confirm the new password and click on ‘change password’.
- After this, your login information would be saved so you don’t have to input them next time.
- Enter your registered mobile number, click on BUY ELECTRICITY, enter your password. If your details are correct, you will be asked to PROCEED. Click on PROCEED to login and buy electricity units.
- Click Here to login to your account.
- Goto to the Menu and click My Account.
- It opens your profile page. Confirm your phone number and click on Delete Account. Kindly note that the operation is in reversable. Be very sure before deleting your account.
Payments & Bills
- Debit Card
- USSD
- Bank Transfer
- All token purchased and the token details are always saved on your VALO account. Login, then click on the button 'Transactions' on the main menu.
- In the Transaction History table, a list of your transaction and the date of your transaction will be displayed.
- The displayed transactions are ordered from the latest to the oldest, this translates that the transaction you just carried out appears as the first item on the list of transactions.
Token & Services (Purchase)
- A transaction can fail for several reasons:
- As a result of bank network issues.
- Your Bank (Issuer) was inoperative at the point of payment and lots more.
- Kindly contact our 24/7 support team on 0909 677 3476 or send us an email at [email protected].
- Your token is sent through SMS, Email and saved on your account as transactions.
- You can access your tokens by clicking on "Transactions" on the main menu. In the Transaction History table displayed, click on a button called "Details" to access your tokens. On the transaction details page; you can see the token as the first item on the page. You would also see other details of the transaction on this page.
- The token is sent via email if you provided an email address when you created an account on buypower. Your token and other details of the transaction would be sent to the email. You can update your email address by clicking on view profile and providing your email address in the email field and click on “update profile”.
- If you have any unviewed token. A button is displayed on your Order page. Click on it to view your token.
- Token is ALWAYS sent to you through SMS. But sometimes, due to network delay issues which is beyond our control and totally dependent on the TELCOS (Telecommunication companies) [or if your mobile number was switched off or unavailable at that particular moment the SMS was sent out or your number has been registered on DND (do not disturb)], you might not receive the SMS.
- The token is also sent via email if you provided an email address when you created an account on VALO. The token and other details of the transaction are sent to your email. You can update your email address by clicking on view profile and providing your email address in the email field and click on “update profile”.
- You can also access your tokens by clicking on "Transactions" on the main menu. In the Transaction History table displayed, click on a button called "Details" to access your tokens. On the transaction details page; you can see the token as the first item on the page. You would also see other details of the transaction on this page.
- If you have any unviewed token. A button is displayed on the Order page. Click on it to view your token.
- The odds are that we would have seen it and contacted you beforehand.
- However, Kindly contact our 24/7 support team on 0909 677 3476 or send us an email at [email protected].
- No please, you can vend for multiple meter numbers. All you need to do is edit your previously saved meter number from your account and input the new meter number you will like to vend for. The top Five (5) meter numbers you purchase for, would be saved on your account, alongside the name and account. Next time you wish to purchase just select the meter number you want to vend for.
- Definitely! The platform is 24 hours. You can vend for your electricity units anytime, anywhere.
- The service charge is a composition of NGN 50 stamp duty charge levied by CBN and switching cost (switching means to move your money from your bank to the recipient's Bank account) which has been subsidized to NGN 50. These charges are required to make online transactions possible.