Payless Issues Public Apology After Hours-Long Service Outage, Assures Customers Their Funds Are Safe

Payless has apologised to its users following a prolonged service interruption that left customers unable to complete mobile-money transactions for several hours.

In a candid message to its community — affectionately referred to as Payless Famm — the company acknowledged the inconvenience caused by the unexpected downtime and assured users that their money remains secure.

According to Payless, the disruption stemmed from delays involving its former payment service provider, JamboPay, which is yet to release customer funds. The company emphasised that all balances are intact and will be fully accessible once the funds are officially handed over.

“We APOLOGIZE for the mad pain caused by the temporary inability to transact to other mobile money. We understand how important seamless payments are to you and you deserve nothing less,” Payless said in its statement, adding that customers should rest easy knowing that “ALL your funds are 100% safe.”

Despite the setback, Payless struck an upbeat tone, hinting at major upgrades underway. The company revealed that a new Payless SuperApp is in development, promising fresh features, improved performance, and what it described as a more exciting, fan-driven experience.

“The new BOLD Payless SuperApp is loading, and it's fully packed with fandom, fun, and features that will completely blow your mind,” the company teased, noting that its team is “jikoni… and greatness is cooking.”

The outage sparked frustration among users reliant on Payless for daily transactions, but the company’s reassurance and forward-looking plans appear aimed at restoring confidence as it transitions to a new infrastructure.

Payless is expected to announce further updates as the SuperApp rollout approaches.