Answers to Your Active Services Questions
Find answers to common questions about accounts, recharge services, payments, transactions, business accounts, and customer support.
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Start here for common account, transaction, and service questions.
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Common Questions
Select a question to view the answer. Items that rely on legacy materials are marked for internal verification before publication.
What is Active Services?
Active Services is an Afghanistan-focused digital services platform providing mobile recharge and other electronic payment and digital services to customers, retailers, agents, and businesses.
Who can use Active Services?
Active Services can be used by customers as well as retailers/resellers and business partners, subject to the availability and requirements of the relevant service.
What is the Mobile Recharge service?
Mobile Recharge allows users and authorized retailers or agents to add credit to supported mobile numbers through Active Services.
Which mobile networks are supported?
The attached legacy FAQ lists ATOMA, AWCC, e& Afghanistan, Roshan, and Salaam. This list should be verified internally before publication because operator names and supported networks may have changed.
What is Bill Payment Service?
The existing material describes bill payment as a service through which users can pay electricity bills through Active Services resellers or, where available, through website or application access.
How can retailers process recharge transactions?
The existing documentation describes several transaction channels, including web, USSD, SMS, and mobile applications. Current availability of each channel and any codes should be verified before publication.
How can a company open an account?
Businesses interested in opening an account should contact Active Services. The existing process lists agreement signing, account setup, and on-the-job training.
What should I do if I enter the wrong mobile number?
Customers should carefully verify the recipient information before confirming a transaction. The Terms & Conditions place responsibility on the user for providing correct transaction instructions before final confirmation.
What should I do if my transaction is delayed?
Contact the Customer Care team with the relevant transaction information so the issue can be investigated.
Can I request a refund or rollback?
Refund or rollback requests should be referred to Customer Care for review. The existing support material directs customers to the Customer Care team for refund and rollback assistance.
Still have a question?
Contact the right team for general enquiries, transaction support, or sales and pricing information.