Need something that you can’t find in our usual Help articles? Here are answers to some less common questions about your Webafrica account, records, personal information, complaints and compliments.
Chats and calls
How do I get a transcript of a previous chat?
You can’t currently view or download previous chat transcripts from your Webafrica Customer Zone.
Contact our Support team and give us as much information as possible about the chat, such as the approximate date and what you contacted us about. If you have a reference number, include that too. This will help us find the correct interaction.
Can I get a recording of a previous call?
We don’t provide copies of call recordings, but you can request a transcript of a previous call.
Contact our Support team with the approximate date and time of the call and what you contacted us about. This will help us locate the correct interaction.
Your personal information
How do I request information Webafrica holds about me?
Contact our Support team to let us know what information you’re looking for. We’ll advise you on the correct process for your request.
How do I update my personal information?
You can update most of your details through your Webafrica Customer Zone.
Sign in to your Customer Zone and update the available account and contact details.
Some primary account holder information can’t be changed online. Contact our Support team if you need help changing these details.
Giving someone access to your account
How do I give someone else access to my Webafrica account?
You can add another person as a User Profile on your account.
Sign in to your Webafrica Customer Zone, go to User Profiles and select Add User Profile.
You’ll need to verify the request using an OTP and choose the level of access you’d like the person to have.
Can someone else contact Webafrica on my behalf?
Yes. If you’ve added the person as a User Profile on your account, they can contact us and get help based on the access you’ve given them.
They may still need to complete our normal security checks before we can share account information or make changes.
Invoices, payments and cancellations
How do I get an old invoice or statement?
You can view your available billing information through your Webafrica Customer Zone.
If you need a document that isn’t available there, contact our Support team and we’ll assist.
How do I get confirmation that my service was cancelled?
We’ll confirm your cancellation once it has been processed, including the effective cancellation date and any next steps that may apply.
If you need additional confirmation, contact our Support team.
Can Webafrica confirm when I previously contacted you?
If you need information about a previous interaction relating to a specific query, contact our Support team with as much detail as possible.
We’ll check the records available for the interaction and assist where possible.
How do I request a refund or account credit?
Contact our Support team if you believe a refund or credit is due on your account.
We’ll check your account and let you know whether a refund or account credit applies and what information we need from you.
How do I get proof that Webafrica received my payment?
Contact our Support team if you need confirmation of a payment made to Webafrica. Give us the payment date and amount to help us locate it.
Complaints and compliments
How do I lodge a complaint?
Contact our Support team and tell us what happened, including any existing reference numbers you have.
We’ll log your complaint and make sure it gets to the right team for investigation.
My query hasn’t been resolved. How do I escalate it?
Contact our Support team and give us your existing reference number.
We’ll review what’s already been done and escalate the query to the appropriate team where necessary. Providing your existing reference number means you won’t need to start from scratch.
How do I compliment or report a Webafrica agent?
We’d like to hear about your experience, whether it was great or something we need to improve.
Contact our Support team and give us the agent’s name, if you have it, along with the approximate date of your interaction. We’ll make sure your feedback reaches the right team.