
Frequently Asked Questions
How do I access my account information through the portal?
You can log into your account using the account number (e.g. IC2021)
and password found on your welcome pack. If you do not know your
password, please follow the password retrieval link and enter your
account number. An email will be sent to your account with your
password details. If you do not know your account number, please
contact our support department on 0211 366 555 or 0971 242 000 to
retrieve this information.
I have run out of data on my subscription service, how can I top up my account?
If you have exceeded your monthly data allowance you will see the
portal page at my.iconnect.zm. If you do not see this page you might
need to restart your equipment. You can login to your account where
you will be able to top up for either Peak or Off-Peak time data. The
data will immediately be added on your account and an invoice, will be
emailed out. Once you have topped up your account if you are unable to
get online you are advised to restart your equipment and retry your
connection.
I have run out of data on my iBundle service, how can I top up my account?
You can purchase data bundles at any iConnect office or accredited
agent that advertises the sale of iBundle top up vouchers. Once you
have your voucher ready, please log into your account through the
portal my.iconnect.zm and enter your recharge voucher within the field
available. Once you have topped up your account if you are unable to
get online you are advised to restart your equipment and retry your
connection.
Where and how can I make my account payments?
iConnect will accept cash, cheque or credit card for any payments. You
can make the payment at any iConnect office or accredited agent that
advertises an iConnect payment point . You can also pay online using a
credit card or debit card (Mastercard / Visa) by logging into your
online account and following the instructions under the billing info
link.
I am having a connection problem what should I do?
Depending on the nature of the problem, it is advisable to first
reboot all your equipment, check all cables are secure and the
equipment powered up. If you are able too, please send an email to
support@iconnect.zm and a support agent will contact you to provide
assistance. If you need further assistance you can call our call
centre at 0211 366555 / 0971 242 000. The agent will try to assist
you over the phone and will log your issue in your account. They will
give you a case number to use for any follow up with the problem. If
they are unable to resolve your problem over the phone your case will
be escalated for a field visit. The field team will then contact you
to schedule your visit.
What hours are your support team available?
The iConnect Call Centre is open every day from 07h00 to
23h00. Walk-in support is offered at all our offices, during regular
office hours. Field visits are available Monday to Friday from 08h00
to 17h00. Field visits can be arranged on Saturday for special
circumstances or with prior arrangement.