If your weekly payment was not made on time as per the loan agreement, the device will be locked. To unlock your phone, please make an immediate payment to cover all arrears through Airtel Money or through our other trusted payment channels.
If the device is not due for payment but has been locked, it means that it has been away from an active internet connection or the network for an extended period. Please find a stable internet connection to unlock.
After the inspection, it will be determined if your repair qualifies for warranty coverage. If the repair isn’t covered, you will be responsible for the payment.
The timeline can vary depending on the defect, but you’ll be informed once the repair is complete. To track the status of your repair please contact Mogo or Carl care with your Mogo AG number for updates.
Interest accruals are stopped as soon as the device is received at the Final Mogo Collection Point. Valid automatic deduction mandate will be suspended; deductions will not be made at that point (unless assessed value will be lower than balance plus return costs).
A Down Payment Refund will be paid if the value of the phone (after assessment) is higher than your loan balance + the return assessment costs. Difference will be paid to you within 7 working days from the assessment date.
You must immediately report the incident to the nearest police station and obtain an SD (Station Diary) reference number, as well as begin the process of police report. Submit the detailed police report to the nearest authorized dealer or Mogo branch, or online.
Please note that bundles are weekly 3GB, loaded on Monday if disbursal date falls on a weekend, and the next day if it is a holiday, for three months after loan disbursal date.
Please contact our customer support team, who will calculate your outstanding balance, including any applicable fees or discounts. Once paid, your account will be closed, and you’ll own your smartphone outright.
Yes, you may be able to adjust your payment schedule depending on your account status. Please reach out to our customer support team, and we will review your request. If eligible, we’ll work with you to set up a new payment plan that better fits your needs.
Please contact our customer support team as soon as possible with your payment proof and other details. We will review your case promptly and ensure the issue is corrected, whether that means refunding the extra amount, clarifying the information, or exchanging your phone for the correct model.
