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.