> ## Documentation Index
> Fetch the complete documentation index at: https://afrizon-client.tunzaa.co.tz/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Common Issues on Afrizon

> Step-by-step fixes for login problems, failed payments, missing orders, and app performance issues on the Westpoint mobile marketplace.

If something isn't working as expected, this page walks you through the most common issues and how to resolve them. Select the category that matches your problem to get started.

<Tabs>
  <Tab title="Login issues">
    <Accordion title="I entered the correct password but can't log in">
      The app shows "Invalid credentials. Please try again." when your email/phone and password combination doesn't match what's on file.

      **Steps to resolve:**

      1. Double-check that you're entering the correct email address or phone number — a typo is the most common cause.
      2. Make sure **Caps Lock** is not on when typing your password.
      3. Try tapping **Forgot password?** to reset your password via email.
      4. If you originally signed up with Google or Apple, use **Continue with Google** or **Continue with Apple** instead — those accounts don't use a password.

      <Tip>
        If you're unsure which sign-in method you used, try each option in turn. The app will let you know if no account is found.
      </Tip>
    </Accordion>

    <Accordion title="I'm not receiving my OTP">
      When logging in with a phone number, a one-time code (OTP) is sent via SMS. If it doesn't arrive:

      1. Wait up to 60 seconds — delivery can be delayed by your mobile network.
      2. Confirm you entered the correct phone number, including the country code.
      3. Check that your phone has a signal and is not in airplane mode.
      4. Make sure SMS messages from unknown numbers are not blocked on your device.
      5. Tap **Resend** on the OTP screen to request a new code.

      OTP codes expire after a short period. If you receive an "Invalid or expired OTP" error, request a fresh code and enter it promptly.

      <Note>
        If you continue to have problems after several attempts, try the email login option instead, or contact [support@afrizon.com](mailto:support@afrizon.com).
      </Note>
    </Accordion>

    <Accordion title="My account appears to be locked">
      After multiple failed login attempts your account may be temporarily restricted to protect against unauthorized access.

      **Steps to resolve:**

      1. Wait 15–30 minutes before trying again.
      2. Use **Forgot password?** to reset your credentials via email.
      3. If you believe your account has been locked in error or you cannot regain access, contact [support@afrizon.com](mailto:support@afrizon.com) for manual assistance.

      <Warning>
        Never share your OTP or password with anyone, including someone claiming to be Westpoint support. Our team will never ask for this information.
      </Warning>
    </Accordion>
  </Tab>

  <Tab title="Payment issues">
    <Accordion title="My payment failed">
      A failed payment means your order has not been processed and no charge has been made (or any pending hold will be released).

      **Steps to resolve:**

      1. **Mobile Money:** Check that you have sufficient balance and that your mobile money account is active. Re-open the order from **Orders** and tap **Complete Payment** to retry.
      2. **Card payments:** Verify your card number, expiry date, and CVV are correct. Check with your bank that online/international transactions are enabled.
      3. Try a different payment method by returning to the checkout payment screen and selecting an alternative.

      If payment continues to fail after multiple attempts, note the Transaction ID (displayed on the payment screen) and contact [support@afrizon.com](mailto:support@afrizon.com).
    </Accordion>

    <Accordion title="My payment is showing as pending">
      A "Payment Pending" status means the app is waiting for confirmation from your payment provider.

      **For Mobile Money (USSD):**

      1. Check your phone for a USSD prompt — you must enter your PIN to complete the transaction.
      2. If the prompt has expired, go to **Orders**, open the order, and tap **Complete Payment** to generate a new prompt.

      **For other methods:** Pending status usually resolves automatically within a few minutes once your bank or provider confirms the transaction.

      <Note>
        If an order shows "Paid - Awaiting Processing" that is normal — it means your payment was successful and the vendor is preparing your order.
      </Note>

      If a payment remains in pending status for more than 24 hours, contact [support@afrizon.com](mailto:support@afrizon.com) with your order number and Transaction ID.
    </Accordion>

    <Accordion title="I was charged the wrong amount">
      The order total shown at checkout includes the item subtotal, delivery fee, and any applicable taxes.

      **Steps to resolve:**

      1. Open the order in **Orders → Order Details** and compare the breakdown (subtotal, delivery fee, total) against what was charged.
      2. Check whether a discount code you applied was reflected in the total.
      3. If the amount charged by your bank or mobile money provider differs from the order total, this may be a currency conversion or provider fee — check with your bank first.

      If there is a genuine discrepancy, raise a support ticket from the order page and include a screenshot of both the order summary and your transaction record.
    </Accordion>
  </Tab>

  <Tab title="Order issues">
    <Accordion title="My order is not showing in the Orders tab">
      If you placed an order but can't find it:

      1. Pull down on the Orders screen to refresh the list.
      2. Check that you are logged in to the correct account — tap **Account** to confirm your email or phone number.
      3. Use the search bar on the Orders screen to search by order number if you have it.
      4. If you paid successfully but the order still isn't showing after a few minutes, the order may have failed to create due to a temporary server error.

      <Tip>
        Check your email or SMS for an order confirmation message, which will include your order number. Use that number to raise a support ticket if the order is missing from the app.
      </Tip>
    </Accordion>

    <Accordion title="My delivery is delayed">
      Delivery timelines depend on the vendor and your selected delivery type (Standard, Express, or Scheduled). A delay can occur due to high demand, weather, or traffic conditions.

      **Steps to resolve:**

      1. Open the order and tap **Track Order** to see the current delivery status and any updates.
      2. If the status has not changed for an unexpectedly long time, raise a support ticket from the order page and include your order number.

      Estimated delivery times are shown at checkout and in your order confirmation. They are estimates, not guarantees.
    </Accordion>

    <Accordion title="I received the wrong items">
      If what you received doesn't match your order:

      1. Take a clear photo of the items you received alongside the packaging.
      2. Go to **Orders**, open the affected order, and tap **Raise a Support Ticket**.
      3. Select a subject such as "Wrong items received", attach your photo, and describe what you ordered vs. what arrived.

      A support agent will coordinate with the vendor to arrange a replacement or refund. Do not discard the incorrect items until support advises you.
    </Accordion>
  </Tab>

  <Tab title="App performance">
    <Accordion title="The app is slow or loading content takes a long time">
      Slow loading is usually caused by a weak internet connection or temporary server load.

      **Steps to resolve:**

      1. Check your internet connection — switch between Wi-Fi and mobile data to see if one is faster.
      2. Close the app fully and reopen it.
      3. If the problem persists, try clearing the app cache: go to your device's **Settings → Apps → Westpoint → Clear Cache** (Android) or delete and reinstall the app (iOS).
      4. Make sure you're running the latest version of the app — check for updates in the App Store or Google Play.

      <Note>
        If an entire section (e.g., the home feed or search) is unavailable, there may be a temporary service disruption. Try again in a few minutes.
      </Note>
    </Accordion>

    <Accordion title="I'm not receiving push notifications">
      If you're missing order updates, promotions, or delivery alerts:

      1. **Android:** Go to **Settings → Apps → Westpoint → Notifications** and make sure notifications are enabled.
      2. **iOS:** Go to **Settings → Westpoint → Notifications** and turn on **Allow Notifications**.
      3. Inside the app, go to **Account → Settings → Notifications** and confirm your notification preferences are turned on.
      4. If notifications were recently disabled and you've re-enabled them, it may take a few minutes to take effect.

      <Tip>
        Make sure your device is not in Do Not Disturb or Focus mode, which can suppress all notifications.
      </Tip>
    </Accordion>

    <Accordion title="The map is not loading or showing my location">
      The map is used for selecting delivery addresses and tracking orders. If it isn't loading:

      1. Confirm you have granted the app location permissions: **Settings → Apps → Westpoint → Permissions → Location → Allow while using app**.
      2. Make sure your device's GPS or location services are turned on.
      3. A poor internet connection can also prevent map tiles from loading — check your connection and retry.
      4. If the map loads but your pin is in the wrong place, use the search bar on the map screen to search for your address manually and drag the pin to the exact spot.

      <Warning>
        Without location access, the app cannot show nearby stores or calculate accurate delivery fees. Granting location permission provides the best experience.
      </Warning>
    </Accordion>
  </Tab>
</Tabs>

***

If none of the steps above resolve your issue, visit the [support page](/help/support) to contact our team directly or raise a support ticket from within your order.