Email support
We’re a message away.
Email us about a payment, a refund, your card or your account. A person reads every message, Monday to Friday, 9:00–18:00 WAT.
What is it about?
Choose a topic and your email opens with the subject and the details we need already in place.
- Payment or refundCharged but nothing arrived, a refund you’re waiting for, or a charge you don’t recognise.
- CardYour card keeps being declined, Hethera says it needs attention, or you want to remove it.
- Ejor, Dash or schedulesA request, gift or scheduled payment that didn’t go the way you expected.
- Account & PINForgotten PIN, a locked account, a lost or stolen phone, or a change of number.
- Delete my dataClose your account and delete the personal data we hold. Some payment records must be kept by law.
- Something elseFeedback, business enquiries, press, or anything not listed here.
Help us help you faster
Three things that let us find your payment straight away.
Your WhatsApp number
The number you use with Hethera, in any format. Your account is linked to it.
The reference
It’s on the receipt in the chat. For an Ejor, a Dash gift or a scheduled payment, its code (EJ-, DS- or SP-) works too.
What happened
A line or two is enough: what you tried to pay, roughly when, and what you saw.
Before you write
The answers we send most often.
I was charged but nothing arrived.
You don’t need to ask for a refund. When a purchase isn’t delivered, the full amount, fee included, goes back to your card automatically and we tell you in the chat. Some purchases take a little while to confirm; we keep checking and message you either way. Banks can take a few working days to show the refund.
My card was declined.
We never try a declined card again on our own. Check with your bank, then ask Hethera to try again and confirm with your PIN. If your bank asks for an OTP or extra confirmation, re-add the card through the link Hethera sends.
I forgot my PIN or lost my phone.
Email us from any device. We’ll lock the account and help you set a new PIN. Too many wrong PIN attempts lock the account automatically.
More answers in the FAQ. Refunds are covered in the Refund Policy. Or just ask in the WhatsApp chat.