Contact Us

Fear not!

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

Do my users need a bank account or credit card?

No. The end user only needs an active mobile phone to make a payment.

What do my users need to do to complete a payment?

All they have to do is type in their mobile phone number, and follow the directions we send via SMS. In some countries, we’ll send a PIN code that they enter on your site. In others, the end user has to reply to the message.

Do my users need to register or create a new password?

Nope. No registration is required – no new password to remember.

How are my users charged?

The charge will appear on the end user’s mobile account statement.

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

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

Carrier Coverage

What countries do you cover?

Lots! We’re currently in 38 countries and adding new ones all the time. Check out our Global Reach page for details. Note: we only bring countries online when we get over 95% coverage. What’s the point of doing business in a country if you’re only connected to half the population?

How do you connect with the carriers?

Since Zong has been around for over 10 years, we’ve built a ton of direct connections to carriers.

Why does this matter?

It’s huge! Direct connections mean no middlemen to pay, so your costs are lower. Plus, our connections are more reliable and secure that way.

Conversion

Mobile payment companies always talk about conversion. What is a payment conversion rate?

A payment conversion rate is the rate at which a consumer successfully completes a payment after initially starting the process. If 100 end users start a payment and 70 complete it, the conversion rate is 70%. Compare that to credit card checkout processes, where 5-7% is the norm. That’s 93% of end users who wanted to pay you, stopped doing so at one point or another. How much were those end users worth to you?

Why should I care about payment conversion rates?

A small difference in your payment conversion rate translates into a very big difference in revenue. Let’s take a simple example. Suppose you sell virtual cowboy hats for $1 and 10 people want to buy them as evidenced by clicking a “buy now” button on your site. If your payment conversion rate is 10%, you’ll sell 1 cowboy hat and make $1. If you convert 20%, you’ll sell 2 and make $2. With Zong and an average conversion rate of 70%, you’ll make $7!

What is your payment conversion rate?

On average, our payment conversion rate is about 70%. It can vary depending on your demographics and how Zong is implemented on your site, but across all our implementations, it’s 70%.

Is 70% high?

Extremely! But don’t take our word for it. We encourage you to ask around and talk to e-commerce merchants who try to get consumers to give them a credit card or bank account. Many will tell you they see payment conversion rates of anywhere between 5-15% for credit cards, for example. Or talk to some of our existing customers.

Costs

How much does Zong cost to set up?

Nothing. Zilch. Zero. It’s free!

Are there any monthly fees?

Again, nope.

Ok, so how do you make money?

We take a small transaction fee when you make a sale. Hence, we want you to make that sale as much as you want to.

How small is that fee?

It depends on your volume, but it’s usually around 5-10%.

What about the wireless carriers? What do they charge?

Carriers take anywhere from 25-45% of the transaction amount. Drop us a line for our latest pricing sheets.

Why should I accept Zong when other payments are so much cheaper?

If you’re selling virtual goods, or other high-margin items, your focus should be on profit maximization, not transaction cost minimization. Your profits are a function of price, volume and cost. Assuming your price is fixed across all payment methods, the only two levers to work with are volume and cost. The payment conversion rate drives volume, and that’s where Zong adds value. As long as your payment conversion rates are high, you’ll make more money despite the relatively higher transaction costs.

Integration

What technical skills are required to integrate Zong?

You can use any programming language you want. However, knowledge of HTTP, specifically constructing Get and Post requests, is required.

How long does it usually take to get integrated?

We’ve had developers integrated after a few hours of work, but most require a few days.

How does Zong integrate with my website?

We have a simple HTML iFrame which embeds into or on top of your web page.

Can I control the look and feel of the iFrame?

Certainly! You can control most of the basic look and feel elements of the iFrame via CSS. Check out Facebook for a very tastefully done implementation. Note: however, you cannot change the end user flow.

Why can’t I change the end user flow?

Well, we have to abide by the rules set by carriers in each country, which change all the time. If we had to call you every time to make changes, you’d get annoyed with us.

But take comfort in the fact that we’ve optimized and tested our flows for every country more times than we can count. We’re confident saying that we have the best conversion rates in the business.

Does Zong integrate with Flash?

We do not currently support Flash, but we have customers who develop Flash-based games who are using Zong. Watch a live screencast of a Flash app that integrated Zong.

Payment

How often do I get paid?

Zong pays you every month.

How long does it take to get paid?

It usually takes about 75 days from the date of the transaction. Carriers take awhile to collect from their users, and when the carrier gets paid, we get paid, and you get paid immediately.

For credit card payments, those generally turn around to you in 30 days.

Are you holding my money to earn the float?

We wish! Unfortunately, no. It takes the carriers this long to pay out, and we turn it around to you in a matter of days.

In what currency do you pay out?

Whichever currency you prefer. You choose the currency when you set up your account. All foreign currencies earned from foreign transactions are converted at the time of billing reconciliation and remitted to you in your preferred currency.

Do I need to pay foreign taxes?

Nope. We take care of that for you.

Can I get paid faster than 75 days?

Yes. We offer an Express Pay solution, which pays out in 30 days. Your account must meet certain criteria to qualify. Contact us for more information.

Is there a fee for Express Pay?

Yes, we charge a small percentage of the amount advanced to cover financial risks.

Customer Service

Do you provide front-line customer support?

Yes. We provide both toll-free phone support and email support for your customers. In some cases, coordination with your customer support team may be required.

How will my customers know how to contact customer support?

We clearly display phone numbers and email addresses for customer support in the SMS messages we send and in our payment flow. We also take support requests through this website via the Contact page.

What if my customers don’t speak English?

No problem. We provide customer support in 8 different languages.

Risk management

What does Zong do to protect me?

Zong’s team has decades of experience in the payments space. We’ve developed sophisticated antifraud and monitoring systems to keep our refund and chargeback rates low, and we work closely with partners such as Verisign, McAfee, and TrustE to keep our online shopping experience secure. We use bank level security practices and technologies to ensure all consumer data is kept secure and private. Lastly, we’re compliant with PCI Security Standards, and recognized by VISA as a registered Internet Payment Service Provider.

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