Frequently Asked Questions

Opening Your Account

In order to open your account, simply download our app to your mobile device from the Apple App Store/Google Play Store.

*Please note you will need a valid email address and mobile phone number that must be verified in order to create your account.

Email & SMS Verification

In order to use your Tortooga account, both your email address and mobile phone number must be verified.

Email: We will send an email to the address registered on the account. Simply enter the code received in the email into the relevant section of the validation screen in order to verify your account. If you haven’t received the email, please check that the email address entered is correct and if so check your Junk/Spam email folder in case the email was accidentally redirected. If you have any difficulties, please contact us at support@tortoogapay.com.

SMS: We will send an SMS to the mobile phone number registered on the account. When you receive the message, take note of the confirmation code and enter it on the Settings –> Phone Number page in the Tortooga app. If you haven’t received the SMS, please check that your phone number is correct. If you have any difficulties, please contact us at support@tortoogapay.com.

User Login

You can access the Tortooga app simply by entering your email address and PIN Code on the login screen.

***IMPORTANT*** You should never reveal your PIN Code to anyone. Tortooga’s support team will NEVER ask you for this.

If you have forgotten your PIN Code, simply select the “Forgot Your PIN” option on the login screen and we will send an email to your registered email address with instructions on how to reset.

If for some reason, you do not have access to the email address registered on your account, then please contact us at support@tortoogapay.com and we will be happy to assist you.

Account Operations

You can use your Tortooga account to perform several operations

1) Refill Air Time
2) Pay Utilities

Please note that for the moment Tortooga only accepts payments for Airtime and Utilities in MEXICO.

****IMPORTANT - YOU MUST CHECK THAT THE PHONE NUMBER OR ACCOUNT NUMBER YOU ARE ENTERING ON SCREEN IS CORRECT. FAILURE TO DO SO MAY RESULT IN LOST PAYMENTS****

Refilling Airtime

To refill Air Time, simply follow these steps:

  • Select the “Refill Air Time” option
  • Select the relevant provider from the list
  • Enter the phone number you wish to top up
  • Select the recharge amount from the drop down menu and press the Recharge button
  • Select your payment method
    • If this is your first payment, you will need to enter your card details using the “add card” option
    • The amount you will be charged plus Tortooga’s processing fee will be displayed on screen.
    • You should confirm that all details are correct before proceeding
  • Press Pay to complete your purchase

Paying Utilities

To pay Utilities, simply follow these steps:

  • Select the “Pay Utilities” option
  • Select the type of utility you wish to pay from the list shown
  • Enter the relevant account number (please ensure the account number entered is correct)
  • Enter the amount you wish to pay and press Proceed
  • Select your payment method
    • If this is your first payment, you will need to enter your card details using the “add card” option
    • The amount you will be charged plus Tortooga’s processing fee will be displayed on screen.
    • You should confirm that all details are correct before proceeding
  • Press Pay to complete your purchase

I have entered the incorrect account information or phone number. What can I do?

Please check with the Tortooga support team regarding the status of your transaction. In the event the transaction has been completed successfully then there is no possibility to refund your card - support@tortoogapay.com

My card has been charged however my purchase was declined

This is most likely a pre-authorisation. A pre-authorization is essentially a temporary hold placed by a merchant on a customer’s credit card, and reserves funds for a future payment transaction. This hold typically lasts about seven business days, though this depends on your bank or card issuer. If your funds have not been made available on your card after this period has elapsed, please contact your bank/card issuer.

Transaction History

You can see a record of all successful and failed transactions on your account in this section. Open any transaction to see confirmation ID, amount charged to your card, phone/account number and the date of purchase. Please include this information if you require any assistance from our support team – support@tortoogapay.com