PayBySMS/Boku: Common Questions

Topics include: Mobile Charges, Not Receiving PurchasesInsufficient funds, Other Error messagesDifferent Issues

How will I be charged?

All purchases made via PayBySMS/Boku will appear on your monthly/quarterly phone bill. These payments will show as 'Boku' on your statement.

If you use a Pre-Paid mobile phone, all funds will instead be deducted from your available credit.

To learn more about the Boku service, head over to the dedicated Boku support centre, where their representatives aim to reply within 48 hours.

Not Receiving purchase?

If you have been charged and received a confirmation of successful purchase, but have not received your Runecoins/Bonds/Keys/Membership, don't worry! The Boku support team have full access to your purchase history, and will be able to help resolve any issue you are facing.

Please get in touch with the Boku team via the Boku Support Centre, where their team will aim to resolve your issue within 48 hours.

If you have done this, and you still don't have your items, use the 'Contact Us' button below to get in touch with one of our Customer Service Specialists who will be happy to look into this further for you.

Insufficient funds warning?

In some cases post-paid carriers also impose spending limits when it comes to Premium SMS 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.

Error message while trying to make a purchase?

There are three common error messages that may appear when you are trying to make a PayBySMS purchase.

"Sorry, we can't process your payment"

Your mobile number may have been blocked from the Boku payment system.

If the phone user or account holder has not requested the block on the number, then the request was sent 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 charges, the phone carrier may request a block of the number. If you have any questions regarding a block on your phone, please contact the Boku Support Team to see if the block can be removed.

"Sorry, your payment failed. No charges were made"

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 block on your phone
  • Your pre-paid/pay as you go phone is low on credit - some mobile phone companies require a minimum amount of funds additional to the amount you request for the transaction to complete

Since there are multiple reasons this error can occur, please make sure of the following:

  • Contact your phone carrier and ensure that Premium SMS is enabled for your phone
  • If you have a pre-paid/pay as you go phone, top it up with more credit
  • Move to an area with stronger signal strength
  • Wait a couple of hours and try again

If you have tried all of the above, but still cannot make a successful full payment, get in touch with the Boku Support Team directly.

"You have paid (X), you still have to pay (Y)"

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.

If you are unable to resume the transaction, please contact the Boku Support Team to resolve this matter.

I have a different PayBySMS/Boku issue I cannot resolve

If you have read through all of our advice about using your mobile to make a purchase, but still have an unresolved issue, please use the 'contact us' link below to get in touch with a Customer Support Specialist. 

Contact us

 
Was this article helpful?