Decoder recharge, refresh and support
A clear support path for ZCTV customers who need help with recharge, decoder refresh, package upgrades, subscription status, channel updates, billing or technical issues.
How ZCTV can help
Use the website request form for any of these decoder and customer self-service needs.
Recharge
- Subscription recharge
- Payment follow-up
- M-Pesa, Tigo Pesa and Airtel Money references
Refresh
- Decoder refresh
- Channel update
- Signal recovery after payment
Status Check
- Subscription status
- Decoder ID lookup
- Package validity
Package Changes
- Package upgrade
- Package change guidance
- Current package confirmation
Troubleshooting
- Decoder errors
- Missing channels
- Technical support escalation
Customer Care
- Billing support
- Sales enquiries
- General support
Before contacting support
To help ZCTV respond faster, include the following where available:
- Decoder ID or serial number
- Registered customer name and phone number
- Current package, if known
- Payment channel and transaction reference, if available
- Error message displayed on the decoder or TV screen
- Location or service address in Zanzibar
Payment support
The research brief references mobile-money recharge channels, but final public payment instructions should be confirmed by ZCTV before launch.
- Payment channels mentioned in the brief: M-Pesa, Tigo Pesa and Airtel Money
- Final payment steps, paybill numbers and fees must be confirmed by ZCTV
- Customers should keep transaction references for faster support