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Fear not!

Let’s get you on the right path, my friend.

First of all, what is Zong?

Zong is a mobile payments service for online games and social networks. We’re the leaders in the space, operating in over 40 countries, and connected to over 240 mobile carriers. We’ve been around for 11 years now, in this past year we processed payments for over 30 million people, so we’re getting pretty good at this.

Our payment platform lets you buy goods from these games and social networks through your mobile phone - stuff you buy is added to your phone bill or deducted from your prepaid plan.

Do I need a bank account or credit card?

Nope. You only need an active mobile phone with text messaging to buy stuff through Zong. If you do have a credit or debit card, you can link that to your mobile phone, and we’ll give you buy one get one free on your next purchase!

What do I need to do to complete a payment?

Just type in your phone number and wait a few seconds to receive a text message. Depending on what country you’re in, you will be asked to either type in a 4 digit PIN (provided in the text message) or reply to the text message to confirm the payment.

Do I need to register or create a new password?

No. No registration is required - no new password to remember.

How will I be charged?

The charge will appear on your mobile phone bill.

How will the charge appear on my bill?

It depends on the carrier and the country, but the description will always contain “Zong."

What if the mobile account is prepaid or pay-as-you-go?

The charge is deducted from the balance on your phone account at the time of the transaction.

Are there any additional fees?

We don’t charge any additional fees, but depending upon your text-messaging plan you could incur additional fees. For example, if you are on a plan that charges you for each text message you will be charged from messages you receive from Zong, just as any other text message.

What’s Zong+?

Zong+ enables you to buy goods through your mobile phone but PAY for them with a payment card - credit or debit cards.

Interesting…what cards do you support?

All the big ones – Visa, Mastercard, American Express, and Discover. That includes all credit and debit cards that bear those logos.

Ok, I’ve signed up with Zong+. What now?

First of all, thanks! We’re glad to have you on board. The next time you go to make a purchase through Zong, all you have to do is enter your mobile number. We’ll send you the secure PIN code, you punch it in, and boom - your purchase is done. Your card will be charged, and the Zong points you earned will be deposited into your account.

Tell me a little bit about security. Is my card safe?

Absolutely. We use bank level security practices and technologies to ensure all consumer data is kept secure and private. We’re compliant with PCI Security Standards, and a registered Internet Payment Service Provider by VISA. Lastly, we’re certified by Verisign, TRUSTe, and McAfee.

McAfee Secure sites help keep you safe from identity theft, credit card fraud, spyware, spam, viruses and online scams

Do you hang on to my credit card information?

Nope! We don’t. All we hang onto is a secure identification token which is used to complete a payment.

Troubleshooting

I successfully completed a payment but never received my goods or services. What do I do?

Ugh! Let us help you out with that. Contact us with a little information so we can help.

I entered my phone number but never received a text message?

If you’re in a remote area with poor coverage it can take a while to receive the text message. Otherwise, try again after a few minutes.

I have good coverage but I still didn’t receive a text message after entering my phone number?

Hmm, please try again and make sure you enter the correct number. Sometimes carriers can get a little backed up. If you’ve tried a few times with no success, contact us.

Why does my phone say I am "barred"?

A "barred" phone is no longer eligible to use the Zong service, and we block attempted transactions. This can happen for a couple of reasons: If you didn't pay for the stuff you bought (ie. not paying your phone bill, demanding a refund for items you purchased, etc.), we will close your account. If the person who pays for the phone contacts Zong or their mobile carrier and asks to be barred. To keep using Zong, just pay your mobile phone bill and don't demand refunds for purchases you've received.

I did everything correctly, but still can’t complete a payment.

D’oh! We’ll do what we can to help. Please contact us.

Is there a toll-free number to call with any other problems?

Yes, just reply HELP to any text message you receive from Zong and you’ll get a reply with a phone number for your region.

Where do I go to update my information?

If you ever need to update your password, cancel or add new payment card information, view your transaction history, or just marvel at all the Zong Points you’ve piled up, visit: my.zong.com.

You’ll be prompted for your mobile number and password to log in. Don’t forget to add “+” and the country code and area code in front of your mobile number.

Uh, I forgot my password.

No worries, we do it all the time too. Just go to my.zong.com and click on “Forgot your password?” We’ll send you instructions on how to update your password, at the email address you signed up with.

What should I do if my card is lost or stolen?

First of all, call your card provider and report it. Check your card transactions for a few days to make sure your card wasn’t used by someone other than you. As for Zong, just go to my.zong.com, go to “Profile” and follow the instructions for unlinking your card. Then please be sure to link up a new card.

Of course, we can always help you out, just contact us.

What should I do if my phone is lost or stolen?

Ouch, that sucks. Sorry to hear that! We suggest you call your carrier and get that taken care of. Your carrier will have different policies depending on the country you’re in and your plan.

Hey, I can’t get to Zong on my favorite game or social network.

D’oh! It’s possible that your favorite game or social network hasn’t integrated with us yet, in which case we suggest you call their customer support and ask – no, demand – Zong. Or, send us a little note and we’ll pass that along to them.

I’ve got questions that you didn’t cover here.

Feel free to drop us a line, anytime.