DStv Payment Failure: How to Fix It

Today i want to address DStv payment failure and then show you how to fix it. DStv payment failures can happen for many reasons and it’s not always DStv’s fault.

Sometimes it’s the user’s fault. One of the most common reasons is insufficient funds in the payment method (bank account or credit card).

If there’s not enough money to cover the subscription, the payment won’t go through. Another issue could be with the payment method itself.

For example the bank could have a problem with the card or there could be an error in the details.

Payment failures can also happen due to a poor or slow internet connection. If the payment process is interrupted or delayed due to connectivity issues it will fail.

Sometimes users may enter incorrect information like wrong account details or payment numbers which will result in the payment being rejected.

On the DStv side technical issues can also play a role. There might be problems with their payment system or delays in processing payments.

Sometimes DStv also has maintenance periods where payment services are unavailable.

While DStv might be responsible in some cases most payment failures are user’s payment method or network related.

In this article we will look at the causes of DStv payment failure, how to avoid it and multiple ways to reactivate your DStv account and reset your decoder after payment.

DStv Payment Failure: How to Fix It

A DStv payment failure means you’ve paid for your subscription but you can’t access channels on your decoder. This can be due to payment issues, decoder errors or service interruptions.

Here are the common causes and how to fix each.

1. Check Your Payment Status

Sometimes DStv payment failures happen because the payment hasn’t been processed fully or correctly. Here’s how to check if your payment went through.

• Self-Service Platforms: Log into the DStv or GOtv website, app or use USSD codes if available in your region. Enter your account number or smart card number to check your balance and confirm payment is complete.
• Verify Payment Channels: Make sure you used a DStv verified payment channel to avoid any delays or misdirected payments. Keep a record of your transaction as proof.
• Check Balance: If the balance on your account doesn’t cover the subscription package cost the payment will be declined. Top up the required amount and try again.

This should help you determine if the issue is with the payment or something else. Once you’ve confirmed your payment went through, now you can look into other causes of the service disruption.

2. Make Sure Your Decoder is On During Payment

One of the reasons for DStv payment failure is the decoder being off during payment. When the decoder is off, it can’t update your subscription status automatically which can lead to delays.

• Leave Decoder On: Always keep your decoder on during and after payment so your subscription status can update in real time.
• No Power Interruption: Plug your decoder to a stable power source so there won’t be disconnection during the update process. This simple habit can help you avoid DStv payment failure in the first place.

3. How to Reactivate DStv After Payment Using the Remote

If you’ve paid and your DStv channels are still not showing, you can try a quick reset using your remote.

1. Press Reset and Standby Buttons: Press both buttons at the same time. DL should appear on your screen.
2. Follow with P+ and P-: After DL appears, press P+ then P-. This should reset your decoder and update to access paid channels.

This may work for many but not all. If the remote reset doesn’t work, try self-service or contact customer support.

4. Clear E16 Error Code

E16 is one of the most common issues with DStv payment failure. This error appears when your decoder can’t access channels due to payment issues, software issues or signal related errors. Here’s how to troubleshoot and clear an E16 error.

• Clear E16 via Self-Service: You can clear E16 error code on platforms like DStv app, USSD, WhatsApp or DStv website. Make sure your decoder is on before you start this process.
• USSD Steps:

1. Dial the USSD code for your region.
2. Enter your smart card number.
3. Select “Fix Errors” and choose E16 (usually option 1).
4. Confirm your profile and you’ll receive a message to wait for 15 minutes for the error to clear.

If E16 persists after trying these steps, you may need to contact DStv support for further troubleshooting.

5. Check Decoder Software is Up to Date

Outdated decoder software can also cause DStv payment failure and display issues. To check your decoder is up to date follow these steps:

1. Go to “Help” on Your Remote: Press help then go to “General Information.”
2. Select “Information Central”: Here you will see the software status of your decoder.
3. Update if Needed: If your software is outdated you will see an option to update. Let the software install and reboot your decoder.

Updating the software will fix any remaining access issues and ensure your subscription update goes through.

6. Check Signal Strength and Quality

A weak or poor signal can prevent your DStv decoder from receiving subscription update and cause payment failure. To check the signal:

1. Press the “Help” Button: Go to “General Information” and select “Tuner Status.”
2. Check Tuner 1 and Tuner 2: If you see low signal strength it may need to be adjusted by a professional installer.

Signal quality is key to uninterrupted service so if you experience signal related issues frequently it may be time to upgrade or repair your installation.

7. Contact DStv Customer Support

If you have tried all the above and still experiencing DStv payment failure it’s time to get in touch with customer support for a solution. There are several ways to contact DStv support:

• Direct Call: Talk to a representative who can check your account and decoder settings.
• Social Media Support: DStv provides support through Facebook and Twitter. Make sure you provide your account number, smart card number and a brief description of your issue for faster assistance.
• Request a Reset Code: DStv support may give you a reset code to enter and your decoder will reset and process your subscription.

DStv’s customer support team is usually quick to respond and can fix most issues.

How to Prevent Future DStv Payment Failures

• Keep Decoder On During Payment: As mentioned above always keep your decoder on during payment.
• Use Verified Payment Channels: To avoid payment processing issues make payments through official channels like the DStv app, website or USSD options.
• Check Payment Amount: Make sure your payment matches the subscription cost. Partial payments won’t activate your service and you will need to pay extra.
• Update Software Regularly: Check and update your decoder software to avoid service interruptions and optimal performance.

Conclusion

DStv payment failure can be frustrating when all you want to do is watch your favourite channels.

But there are easy solutions, from checking your payment status to using your remote to reset, clear error codes and contact support. Follow these steps and you can fix DStv payment failure in no time.

So you’re covered! Next time DStv payment failure happens to you.