EcoCash, Zimbabwe’s leading mobile money platform, has been experiencing widespread service disruptions since Friday, affecting various aspects of its operations. Users across the country have reported difficulties accessing multiple EcoCash services, including the popular USSD code *151#, the EcoCash mobile app, and the Kashagi loan platform.

USSD Service Disruptions

The USSD code *151#, which serves as the primary access point for many EcoCash users, has been particularly problematic. Our team at Zimpricecheck has conducted regular testing since Friday, including over the weekend and into Monday morning. The results have been inconsistent at best:

Most attempts to access the EcoCash menu via *151# result in an error message stating, “EcoCash USSD – Request could not be processed.”
On rare occasions, the menu does appear, but this seems to be the exception rather than the rule.

The earliest reported issue we could find dates back to 13 September, when a user complained about being unable to access their EcoCash USD wallet using the *151# code. Typically, this code should prompt users to choose between their ZiG or USD wallet. However, some users reported seeing only the ZiG wallet option before the entire menu became inaccessible.

Mobile App Login Issues

On Sunday we were stuck on the Ecocash App login screen

EcoCash’s recently revamped mobile app, which we at Zimpricecheck frequently use and find reliable, has also been affected by the ongoing issues. Our attempts to use the app for cash-out transactions on Saturday, 14 September, were unsuccessful. The app repeatedly prompted for a password, suggesting backend server problems or connectivity issues.

We continued to experience login problems throughout Sunday. However, there was a brief window of functionality around 6 PM when we were able to log in and access some services. This intermittent availability indicates that EcoCash is likely working to resolve the issues, but a comprehensive fix may not yet be implemented yet.

Kashagi Loan Platform Downtime

Users attempting to access EcoCash’s popular Kashagi loan platform have encountered an error message stating that the internal application is down. This suggests that the issues extend beyond just the core Ecocash USSD and mobile app interfaces.

USD Wallet Accessibility

It’s worth noting that throughout these disruptions, the USD wallet has remained largely accessible. Users can still interact with their USD accounts using the direct shortcode *153#. We successfully tested this functionality over the affected period, including making payments at retail locations like OK supermarket using the EcoCash USD wallet and a CABS USD point of sale machine.

This differential in service availability between ZiG and USD wallets could be a crucial piece of information for users who need to conduct transactions during this period of instability.

EcoCash Loyalty Programme: Points System Returns

Amidst these technical challenges, EcoCash has introduced a new loyalty programme, reviving its popular points system. Earlier this year, the company saw significant success with their Chakachaya/Ziyawaya competition. The new EcoCash Loyalty programme operates on a similar premise:

“EcoCash gives you more! Transact, earn at least 100 points, and redeem for FREE airtime. Every USD1 or ZWG equivalent gives you 1 point. Ts & Cs apply.”

To redeem points, users are instructed to dial 1517*7#. However, our attempts to use this code with the USD wallet option resulted in an error. We were able to check our wallet points and view redemption options when selecting the ZiG wallet after logging into our EcoCash account.

According to EcoCash, users can redeem their points for EcoCash Data, Voice airtime, or SMS bundles. This promotion appears to be EcoCash’s attempt to incentivise continued platform usage despite the ongoing technical issues.

For more information on EcoCash’s previous points-based promotions, you can refer to our earlier article: EcoCash Chakachaya/Ziyawaya Competition Analysis.

Frequently Asked Questions

Q: Are all EcoCash services affected by these issues?
A: While many services are experiencing problems, the USD wallet accessed via *153# appears to be functioning normally.
Q: How long have these issues been ongoing?
A: The earliest reported problems date back to 13 September, with widespread issues noted since Friday.
Q: Can I still make payments using my EcoCash account?
A: USD wallet payments seem to be working at many point-of-sale locations. ZiG wallet functionality may be limited.
Q: Has EcoCash officially addressed these issues?
A: As of the time of writing, EcoCash has not released an official statement regarding the current service disruptions.
Q: How can I check if a specific EcoCash service is working?
A: Try accessing the service through both the USSD code and the mobile app. If both fail, the service is likely affected by the ongoing issues.

Conclusion

The current EcoCash service disruptions are causing significant inconvenience for users across Zimbabwe. While the full extent and cause of these issues remain unclear, it’s evident that core services like USSD access, mobile app functionality, and loan platforms are affected. Users are advised to have alternative payment methods available and to utilise the USD wallet services where possible until EcoCash resolves these technical challenges.

We at Zimpricecheck will continue to monitor the situation and provide updates as more information becomes available. For the latest updates on mobile money services and financial technology in Zimbabwe, stay tuned to our website.