EcoCash finally advises customers to expect 'intermittent service'

Econet has officially advised customers to expect "intermittent service" at Point of Sale (POS) machines, but for many users across the country, the disruption has gone far beyond a minor technical glitch.

While the telecommunications giant acknowledged service challenges, customers using the EcoCash platform report persistent problems that are severely affecting their ability to transact, access funds and resolve failed payments.

EcoCash app stuck in ‘login loop'

One of the most common complaints relates to what users have dubbed the "login loop". Although some customers are now able to enter their login details, the relief is short-lived as the app immediately logs them out with an error message stating that the session has expired.

Tech-savvy users say the issue points to a deeper system failure.

"This suggests the front-end app may be accessible, but the handshake between the app and the backend servers is still broken," said one user, describing repeated failed attempts to stay logged in.

As a result, customers are unable to complete transactions, check balances or confirm payments, compounding frustration at a time when mobile money remains central to daily commerce.

Hanging transactions heighten anxiety

The situation is further aggravated by reports of "hanging" transactions, where funds are debited from customers' accounts but the payment fails to reach the recipient. In some cases, POS machines display error messages while money is already deducted, leaving both customers and merchants stranded.

Small businesses have been particularly affected, with traders saying they are unable to reconcile accounts or refund customers without confirmation from EcoCash.

Silence from customer support

Perhaps the most contentious issue is what customers describe as a near-total breakdown in communication from the EcoCash customer support team.

Users report unanswered calls, unresponsive help lines and delayed or non-existent feedback on logged complaints, even where money has already been deducted.

"The most frustrating part is the silence," said one customer. "When your money is gone and there's no one explaining what's happening or when it will be fixed, it causes serious anxiety."

Despite Econet's advisory on intermittent POS services, customers are calling for clearer communication, real-time updates and a more responsive support system to deal with failed and disputed transactions.

As pressure mounts, consumers and businesses alike are waiting to see whether Econet will issue a more detailed statement addressing the app failures, backend issues and mounting complaints over customer support, amid growing reliance on digital payments in the economy.