Boku Inc FAQs

To contact Facebook regarding your mobile transaction, please go to the Facebook Support Center here.You'll find the contact link under Get Help at the bottom of the page.

You may need to provide transaction information for Facebook to assist you. You can find this by logging into the Boku Customer Care Portal.

The information that Facebook will need is in the Session Param column that you can find either in your Facebook purchase history results or in the Customer Care Portal linked above. Ensure you provide them with the Session Param for the transaction in question, which will enable Facebook to provide you with the most appropriate assistance.

Additional questions regarding the Boku Customer Care Portal? Visit our common FAQs here.

Please follow these steps to change the mobile number on your Facebook Payment Panel:

Log into Facebook and go to "Settings" located at the top right corner of the page.

Once the page has loaded, click on the "Payments" tab on the left.

Next to Payment Methods, click on Manage.

You'll be prompted to re-enter your password.

Once the page refreshes, you'll see the phone number linked to your Facebook account. You can now remove that number.

Once you have removed the mobile number, you can retry your purchase where you'll be prompted to enter your new phone number on Boku's payment panel.

There could be a number of reasons why your payment is not completing. There may be temporary problems with your mobile operator, you may have insufficient funds on your pre-paid mobile phone, or you may have previously blocked all Premium and Carrier Billing services when cancelling another mobile service. If you are receiving other text messages and you have not received a text from us after an hour,please contact us byclicking on "Submit a Request" at the top of this page, then fill in all the fields in the form.

If you requested a PIN in order to log into your Boku Customer Care Portal but haven't received one via SMS,check that youre entering the correct phone number. You will also see an error message if applicable. Follow the guidelines or contact our Support Team if you continue to experience difficulties with logging in.

Your mobile phone number may have been blacklisted in our system. This may have been done at the request of a mobile phone user, mobile account owner or your mobile carrier. This may also occur if the account holder has received a refund for a product. To protect against further damage, the mobile phone provider will request to blacklist the number.

For added security, and in combination with mobile phonecompanies and internet, Boku has implemented a billing procedure for some purchases over 10 EUR (up to a total of 30 EUR). Your transaction begins in the Boku payment panel, but the payment is completed on the website of your mobile or internet provider.

You can view your purchase history by logging into the Boku Customer Care Portal ; a secure website personalised for your mobile phone number.

What is it?

An easy way to view your purchase history usingBoku!

The Customer CarePortal enablesyou to view the paymentsyou'vemade using Boku during the last 6 months. It also allows you to:

See which transactions were successful, failed or are still in progress

Remind yourself what you purchased and from which merchant

Keep track of the costs of your Boku payments

If you have a subscription, you can view the status and / or cancel if you wish to

If you want to block future Boku payments, you can securely block your phone number within the portal

Additional questions regarding your Boku Customer Care Portal? Visit our common FAQs.

Thetransaction attemptedwouldhave exceeded adaily or monthly spending limit. Once a spend limit has been reached, the system will temporarily prevent another purchase through our service from being charged to the mobile number until the limit has reset.

We work to ensure that safe limits are in place to protect you against fraudulent use. Please allow some time before trying your purchase again.

In most countries, you just need to reply Y to the text message we send you. In some countries, a PIN is required. Instructions will always be in the text message you received. You can track your Boku transactions on yourwireless phone bill.

Send a new text message with the keywordto the number/shortcode from the original SMS message Boku sent. You will find the number/shortcode on your mobile phone.

See the example below. This is only an example, the message Boku sends and the number/shortcode will vary from country to country.

You receive the message on your mobile phone, "Send NOW as a reply to this message to confirm you wish to proceed with your purchase" from the shortcode 78087

You reply andtext "NOW" and your reply fails.

Send a new text message directly to 78087, do not use the Reply function.

Note: The shortcode 78087 is an example only. Shortcode numbers will differ from country to country, please check your mobile phone for the correct number.

You have initiated several transactions within a short period of time, please wait a few hours and try again later. If your payment is not completing or failing, initiating several transactions at the same time will not make your payment complete but it might confuse the system and further delay the completion of the payment. If you continue to experience this error message after waiting,please contact us byclicking on "Submit a Request" at the top of this page, then fill in all the fields in the form.

Please visit the Boku Customer Care Portal to view the status of your transaction.

In the Customer Care Portal, you can check whether your transaction successfully completed. If it was a success but you havent received your product, please contact the merchant that you purchased from and ask that they assist you with receiving your purchase. Our partners are super helpful and will respond to you as quickly as possible. We recommend that you include the Transaction ID and Session Param, when contacting the merchant, both of which youll see in the Customer Care Portal alongside all of your transaction information. Providing this detail will help them to identify which transaction of yours was impacted.

Additional questions regarding your Boku Customer Care Portal? Visit our common FAQs here.

The transaction has failed due to one of the following reasons:

Your phone was unreachable due to lack of signal or temporary problems with your mobile phone network

Your mobile phone network has put a premium messaging or carrier billing block on your mobile number

Your pre-paid/pay as you go phone is low on credits. Some mobile phone companies require a minimum amount of funds additional to the amount you request for the transaction to complete.

Since this error can occur due to multiple reasons, please make sure of the following:

Contact your Phone Carrier and ensure that Premium and Direct Carrier Billing services is enabled for your mobile number.

If you have a pre-paid phone, top it up with some credits.

Move to an area with stronger signal strength.

Wait a couple of hours and try again.

Who is Boku?

Boku is a secure payment method that allows customers to charge digital goods and services to their mobile number. Each purchase requires confirmation of the charge before it can successfully complete.It is clear throughout every step of the payment that by confirming the purchase, a charge will be made.

What do I do if I have charges on my billing statement that I do not recognise?

If you have charges on your phone bill that youdon'trecognise, we recommend that you log into the Boku Customer Care Portal to understand what was purchased and from which merchant.

Use the transactional level information available in the Customer Care Portal to speak with those close to you to understand who could have used your number without your knowledge: friends, family or colleagues. As a payment solution provider, Boku does not collect nor store merchant account information, and as such is not able to provide any merchant account details.

If you're still unsure of who may have confirmed the payments, and you would like further merchant account information,you can contact the merchant with the payment information found in the Customer Care Portal to inquire with them if they can assist you in identifying which account the payments are associated with. Please note, depending on the merchant's privacy policies, they may or may not be able to assist.

How can I prevent further Boku charges?

Content purchased using Boku is non-refundable. If you wish to prevent future charges, you can block your phone number in the Boku Customer Care Portal. Guidelines for blocking can be found in our relevant FAQ.

Does blocking further Boku payments block all carrier billing purchase charges?

Blocking Boku charges will only block further Boku payments. If you wish to block all premium SMS and direct carrier billing purchases from being charged to your mobile account, we recommend speaking directly with your carrier to inquire with them if they can assist you in blocking these types of payments.

If you have more than one mobile number associated with your mobile account, you may want to confirm with your carrier that these payment types are blocked on each number you do not wish to be used with these payment types.

Where can I learn more about the Boku Customer Care Portal?

Visit our common FAQs here to learn more about the Customer Care Portal.

Payments are deducted from your pre or post-paid mobile phone balance. Post-paid payments will be displayed on your regular phone bill.

If you would like to remind yourself or keep track of your recent purchases, you can log in to the Boku Customer Care Portal to view your purchase history.

Additional questions regarding your Boku Customer Care Portal? Visit our common FAQs.

An easy way to view your purchase history through Boku! Log in to the Customer Care Portal by clicking on this link

This tool is a secure web portal thatenablesyou to view the paymentsyou'vemade using Boku during the last 6 months. It also allows you to:

See which transactions were successful, failed or are still in progress

Remind yourself what you purchased and from which merchant

Keep track of the costs of your Boku payments

If you have a subscription, you can view the status and / or cancel if you wish to

If you want to block future Boku payments, you can securely block your phone number within the portal

We want to ensure that your account is safe and unblock requests are handled with care. Contact our Support Team with either a screen shot of your online bill or a scanned copy with your name and mobile number visible on the same page, so that we can verify that youre the account holder. Our trained Customer Service team will review and handle your request.

Boku transactions take seconds to complete. If you would like to check your transaction status, you can visit your secure Boku Customer Care Portal here. You will see whether your transaction is pending, successful or failed: - If your transaction is pending, please wait up to 24 hours for it to complete. - If your transaction is successful but you havent received your product, please visit our relevant FAQ for guidelines to assist you. - If your transaction has failed, please try again.

Additional questions regarding your Boku Customer Care Portal? Visit our common FAQs here.

Boku is a mobile payment processing company that allows customers to charge digital goods and services to their mobile number. It makes it easy and safe for customers to pay for their purchases using their mobile phone. Purchases on your favorite games, entertainment and social sites can be charged to your wireless phone bill using Boku. No credit card or bank account is required.

The portal shows a Success! message once you have blocked your phone number. Youll also see a red Blocked icon next to your phone numbers status.

The green active icon indicates that your phone number is free to transact with Boku i.e. your number has not been blocked or prevented from making payments with our service. If you want to block your number, follow the guidelines in our FAQ: I want to block my phone number to prevent future charges.

Note: even if your number is active with Boku, this does not mean that your network provider hasn't blocked your phone from making mobile payments. If you struggle to make payments with Boku, contact your network provider to ask whether there are any blocks on your account that are permitting you from transacting. You'll always want to verify with your network provider that the number is enabled for use with premium SMS and direct carrier billing services.

For Rogers customers, Boku is only available with the following merchants: Facebook, Sony, and Wargaming.

For any other merchant, we suggest using a different payment method. We apologize for the inconvenience.

If you have any of the following concerns:

- You haven't received your product after your purchase completed successfully

- You have questions about your Blizzard account

Please contact Blizzard's Customer Service team here: https://blizzard.com/support

Boku is available in 60+ countries and 250+ mobile networks worldwide.

To see if Boku is available in your region, we'd recommend viewing the available payment methods listed on the website or service you'd like to make your purchase for.

You can also view some of the marketplaces where Boku is available on our website.

Your mobile number may have been blocked from our system. If the phone user or account holder has not requested the block on the number, then the request was sent to us by your mobile phone carrier. This may also occur if the account owner has received any refunds on a product. To protect itself from further damages, the phone carrier will request a block of the number. If you have any questions regarding a block on your phone, please contact us byclicking on "Submit a Request" at the top of this page, then fill in all the fields in the form.

If you thinkyou'veonly paid a partial amount of the transactions full worth, you can check in the Boku Customer Care Portal.

If your transaction status shows as Part-Paid, you have indeed paid a partial amount and the transaction has closed. In most cases, the merchant will automatically credit you for the partial amount paid, so be sure to check your account first.

If youre not sure, you can contact the merchant in question to verify. Be sure to include the Transaction ID and Session Param from the Customer Care Portal, so that they can locate the correct payment in your account.

Additional questions regarding your Boku Customer Care Portal? Visit our common FAQs here.

You can view your current Facebook account balance by visiting your Facebook payment settings or following the steps below.

Click on Settings, located in the top right corner of your Facebook profile.

On the left side of this page a few more options will appear, click on Payments.

Your Account Balance will be under the Account Settings tab.

You can use your balance towards in-game purchases.

When changing a mobile service provider, it may take some time for the new provider to be recognized correctly in the system.

Options for solving your problem:

Delete the cache and cookies in your web browser

If your mobile phone number is stored in the shopping account, please delete it

Restart the PC

If this is not successful, please try again later.

No, you will not be charged to receive a PIN to log into the Boku Customer Care Portal. Boku sends you a free message with the PIN to ensure that youre the phone owner and in possession of the phone. Just enter the PIN online where required and youre good to go!

If youre currently amerchant with Boku and have questions or need immediate merchant support, please visit our Merchant Portal which also has FAQs.

Visit your Boku Customer Care Portal to view your subscription status. You can cancel your Spotify subscription with a click of a button.

Just choose the subscription you wish to cancel, and click on the active link. This will open a pop up which gives you the option to Cancel Subscription. Simply click this icon to cancel your sub. Once the page refreshes, your subscription status will show as Cancelled in red.

Do not confuse the green active icon at the top of your screen and next to your mobile phone number. This icon is to show that your number is able to use Boku as a payment method.

You can also cancel at any time by sending STOP to 78660 via a free text message from the mobile phone number your payment is linked to. You will receive a free text message reply from Boku confirming the cancellation.

Alternatively, you can cancel through your Spotify account. You can find the guidelines on Spotify's FAQs here.

Additional questions regarding your Boku Customer Care Portal? Visit our common FAQs.

Boku does not require registration. So we collect only your phone number, and this is treated with the utmost of discretion and privacy. All personal information is encrypted anytime it is sent over the internet.

For more information, please review our Privacy Policy.

M-Pay is activated by default on all mobile phone, however, you may need to configure your M-Pay account via "My e-Services" at www.proximus.be. Business accounts are excluded for M-Pay. Please contact Proximus Customer Support if you are in doubt.

M-Pay is a free service offered on Proximus network by Belgacom in Belgium that allows users to pay digital purchases with their mobile phone. Visit Proximus support website for more information.

Click on the Start New Transaction message in blue beneath the orange Complete In Progress Transaction button in the pop-up window. This will cancel your previous transaction and enable you to start a new one.

Unfortunately, we are unable to process transactions for customers in the United States and Canada for purchases through the merchant Sony who wish to use the Boku service. An alternative payment method will need to be selected.

We apologize for the inconvenience.

Sometimes, the phone carrier experiences delays and text messages will take longer to get to you or might not get to you at all.

Sending new text messages to Boku, or starting multiple transactions in quick succession is not advisable until you receive the PIN.If you queue up too many messages before receiving a response, it may become confusing to know which is the correct PIN code to enter in the payment panel.

Please wait to receive the PIN before sending additional text messages or starting new transactions. If you continue to experience difficulties, please request support by submitting a ticket to our team.

No. You only need an active mobile phone with Premium and Carrier Billing services enabled.

When you entered your phone number on Bokus payment panel to make a payment, you opted in to save your phone on file for express purchases in the checkbox, on the first page of the payment panel. Boku sent you a text message as soon as your payment completed to confirm that your phone has been registered.

Only applies when you have the option of choosing a mobile carrier, some countries do not have to choose a mobile carrier as the payment panel will identify the mobile network automatically.

Close the payment panel to stop the transaction.

Click on the Boku button, to start a new transaction. The Complete In Progress Transaction pop-up will open.

Click on Start New Transaction and select the correct Mobile Network Operator.

You may need to press F5 on your keyboard to deletethe cookies from your previous attempts.

In some cases post-paid carriers also impose spending limits when it comes to Premium and Carrier Billing Services. If your purchase fails due to insufficient funds it is best to contact your mobile service provider for further information. Once you have confirmed that you do have sufficient credit you can attempt your purchase again.

The charge is deducted from the balance on the phone account at the time of the transaction. If you do not have sufficient funds, your transaction will be declined. Some carriers require a minimum balance in addition to the amount purchase.

Please note that we do not support prepaid phone from Verizon, MetroPCS, Straight Talk, Cricket or AT&T.

When you successfully cancel your subscription within the portal, youll see a red icon which says Cancelled, along with the time and date you cancelled it. Refresh the page if youdon'tsee it update. If your subscription has not been cancelled, it will continue to show as ACTIVE next to the subscription details.

Do not confuse the green active icon at the top of your screen and next to your mobile phone number. This icon is to show that your number is able to use Boku as a payment method.

Check your transaction status in the Boku Customer Care Portal.

If your transaction shows as Failed but believe you were charged, please check with your carrier or review your phone statement. Once you have obtained a copy of the charge, please contact our Customer Service team and provide the documentation. Our team will review your documentation before taking the next steps to ensure you are compensated for the charge.

If your transaction shows as a success, please visit our relevant FAQ for guidelines.

There are insufficient funds on your mobile account to complete the transaction at this moment. Please top-up your phone and come back within 24 hours to continue. Once you top-up the phone, you can resume the transaction by going back to the payment panel within 24 hours of initiating the transaction.

To go back to our payment panel, go back to the application/website and choose our payment option and choose the same package you are purchasing. The payment panel will ask you if you would like to resume or start a new transaction, choose to resume and we will complete the transaction. If you are unable to resume the transaction, please contact us by going to http://www.boku.com/support/ and choosing request support.

When you made your last payment, your phone number was saved on file. This feature is similar to a merchant storing your credit or debit card number being saved when you make an online payment, so you do not have to re-enter your account information on subsequent transactions with that merchant.

Phone on File is a one click solution for your mobile payments, which means that once you register, your transactions will be pre-authorized for up to a limit of 100 or 90 days on the merchant for which you opted in to use this service. For subsequent purchases, you will only be charged when you choose to make a purchase and select buy.

If you're in the UK, send STOP in a free text message to 78660 to cancel. When Boku receives this message, we will respond with a confirmation that the service has been cancelled. Alternatively, contact Boku support directly and we will cancel it for you.

To view your Purchase History on Facebook, please follow these simple steps below:

Click onSettingslocated in the top right corner of your Facebook profile.

On the left side of this page a few more options will appear, click on the option Payments.

Your Purchase History displays on the first tab

Youcanview the receipt by clicking on the price paid. The receipt shows the in-app item purchased andthe cost. You will also have the option to dispute the purchase from here if you didn't receive the item.

If you wish to resume a transaction that you still have in progress, please follow the steps below.

Log in to your Boku My purchase account here: https://cscp.boku.com

Select your Country:

3. To log in, you will need to enter the mobile number that you made your payment with and enter a PIN. PIN codes sent to your phone for previous transactions cannot be used to login to your account.

4. If you do not have a PIN code, select "Need a PIN code?"

5. Select "Send me a PIN code"

6. An SMS with a 6 digit PIN code will be sent to your phone (the SMS is free of charge).

7. Use the code to log in and view your transaction history.

8. To resume the transaction in question, please select "Resume Purchase" next to the transaction.

9. Continue to follow the instructions in the pop-up frame to complete your transaction.

How Do I Block further Boku Payments?

You can block your mobile phone number from being able to make additional Boku payments by logging into the Boku Customer Care Portal ; a secure website personalised for your mobile phone number.

In the portal and next to the green active icon, click on the message Block my number. A pop up will open, requesting you to provide the reason for blocking. Choose the option most applicable to you and click submit.

When you have successfully blocked your number, the previously green active icon will have changed to a red blocked icon.

Can I unblock my number in the Boku Customer Care Portal?

You cannot unblock your phone number in the Customer Care Portal. To unblock you will need to provide a copy of your billing statement to our Support Team to verify that youre the account holder, before we review your unblocking request.

Can I prevent further payments through my carrier?

Your carrier may be able to accomodate blocking your number from being able to make purchases using premium and direct carrier billing services for all carrier billing payment service providers. We recommend checking with your carrier directly to verify if this is an available option.

Where can I learn more about the Boku Customer Care Portal?

Visit our common FAQs here to learn more about the Customer Care Portal.