Paying by bank transfer is not like paying with mKesh, M-Pesa or e-Mola: with those, the system tells us instantly and the invoice settles itself. With a transfer, the money has to travel between two banks, and the bank does not tell us who paid — it only tells us that an amount arrived. That is why this method always needs a manual confirmation on our side, and why this article exists: so you know exactly which stage your payment is at and how much is left.
The five stages, from payment to confirmation
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The invoice is issued. Our bank details go out by e-mail and SMS, and they also appear on the invoice itself. Always use the ones shown there — we hold accounts at more than one bank, and transferring to the wrong one is the quickest way to delay everything.
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| 2 |
You make the transfer. This is when the clock starts, not when you write to us. Put the invoice number as the transfer reference if your bank allows it.
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| 3 |
You send us the proof. Go to Billing → My Invoices, open the invoice in question and, with Bank Transfer selected, the Proof of Payment form appears on the page: attach the file and send it.
You do not have to write anything or work out which department to use — that form opens a ticket with the Billing department on its own, already tied to that invoice, which is what stops anyone having to guess which payment it refers to. We reply to confirm we have it and the ticket moves to On Hold: it is with us, waiting on the bank, and it has not been forgotten.
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The money lands in our account. As soon as we see it, we record the payment and the invoice becomes Paid. The service reactivates automatically, with nobody having to touch it; if it is a new service, it goes into provisioning.
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We confirm in writing and close the ticket. It stays recorded in the conversation, with a date. If anything goes wrong afterwards, reply to that same message and the ticket reopens with the full history.
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How long each situation takes
| How you paid |
When the money arrives |
| mKesh, M-Pesa or e-Mola |
Instantly — the invoice settles itself |
| Entidade Referência (SIMO) |
15 minutes at most — the invoice settles itself |
| METIX (instant transfer) |
In seconds, even between different banks, 24 hours a day |
| Transfer within the same bank |
Usually the same working day |
| Transfer between different banks |
Up to 48 working hours, 72 at most |
| Any transfer at the weekend |
Counts from the next working day |
The deadline counts in working days. A transfer made late on Friday only starts clearing on Monday — so a weekend payment can look stuck when it is simply waiting for the next working day.
How to be confirmed the same day
If the bank you are transferring from already supports METIX, use it. METIX is Mozambique's national instant transfer system, running since March 2026: it was created by the Bank of Mozambique and it is operated by SIMO, the Mozambican interbank company — the one that connects the banks' systems to each other. In practice the money reaches the destination account in seconds, even at another bank, at any hour on any day of the year, and at no cost between individuals. The daily limit is set by each bank, up to a ceiling of 200,000 MT for individuals and 500,000 MT for companies.
Alternatively, mKesh, M-Pesa and e-Mola confirm instantly, and Entidade Referência (SIMO) takes 15 minutes at most. With any of these you do not need to send us proof at all: the invoice settles itself. Verified in August 2026 — check with your bank.
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One thing to be clear about: METIX removes the wait at the bank, not the confirmation on our side — we still have to see the amount in the account and record it. The difference is that it goes from two or three days down to the few hours our support takes to reply.
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What to send to be confirmed first time
A good proof saves two or three rounds of messages. A legible photo or the PDF receipt from your banking app is fine, as long as it shows:
| What has to be visible |
Why |
| The date and time |
It tells us which day to look for the amount on the statement |
| The exact amount |
So it matches the invoice, to the cent |
| The destination account |
It confirms it went to our bank and not another |
| The invoice number |
Without it, the bank only shows us an amount with no owner |
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Watch the amount: transfer the exact invoice amount. A bank fee deducted from the transfer reaches us as a short payment, and an underpaid invoice stays open — the system does not settle it partially. If you are paying several invoices at once, list all the numbers on the proof.
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What makes a payment take longer
| Situation |
What happens |
| You transferred at the weekend or on a holiday |
Clearing only runs on working days — count from the next one |
| Different banks, ordinary transfer |
The slowest case: up to 48 working hours, 72 at most |
| You transferred with no reference at all |
We see the amount but not whose it is — we have to ask you |
| Proof cropped or unreadable |
We have to ask again, and the clock restarts |
| You paid an invoice that was already cancelled |
The amount sits as account credit and goes to the right invoice |
Why the ticket sits "On Hold"
It is deliberate, not an oversight. A ticket marked answered closes itself after 48 hours without movement — which is precisely how long a transfer between banks can take. Leaving it On Hold blocks that automatic closure and keeps your case alive until the money arrives. While it sits there, the ball is in our court: you do not need to write again or open a new ticket.
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If you want to follow it: the invoice status and the ticket are both in your panel — the invoice turns to Paid the moment we record the payment.
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If you would rather skip all of this, see every way to pay an invoice — most of them confirm themselves and the service is live within minutes. And if the service was already suspended while the payment was travelling, the reactivation guide explains what happens next.
