Levo support
A little help.
A clear next step.
From your first request to the final checkout. Find an answer, or tell us where you’re stuck.
Explore common questionsPaid, but still waiting? Don’t pay again while the result is unclear. Check the original request’s status and contact us if it hasn’t updated.
Start here
Good questions.
Useful answers.
Choose a question to see what to do next.
Need the app or extension?Don’t submit another payment. Reopen the original request to check its status. If your bank shows a payment but Levo still hasn’t confirmed it, contact support with the request reference, amount, currency, and approximate payment time. A bank notification alone does not confirm that checkout is ready.
Open the request in Levo and follow the available checkout action. Continue on your own merchant account. On desktop, you may need the Levo browser extension. If payment preparation is pending or needs review, wait for the request status to update or contact support—don’t ask the payer to pay again.
Open the request in Levo to check its latest status. Make sure you’re signed into the shopper account that created it and are using the intended merchant. If the link or payment details have expired, or the merchant declines payment, contact support with the error message. Don’t send us the card number or security code.
You can have only one active request at a time. Open Payments to find your existing request. Complete it, or cancel it if that option is available. Payment, checkout, or refund processing may need to finish before you can create another.
Open the request in Payments and look for Cancel. Availability depends on its current payment and checkout state. Confirm the cancellation and check the updated status. If Cancel isn’t available, contact support. Cancelling a Levo request does not cancel an order already placed with the merchant.
Follow the verification prompt in Levo. Have the documents requested on that screen ready and complete the checks in the secure verification flow. Return to Levo to check your status. Never email your BVN, NIN, ID documents, or verification codes to support.
Check Levo for any action required and follow the instructions shown there. Returning from verification does not necessarily mean the review is complete. If you’re unable to continue, contact support with the status or error you see—without including identity documents or identification numbers.
For a return, damaged item, delivery issue, or order cancellation, contact the merchant first. A merchant refund follows the original payment chain and may need reconciliation before it can be returned to the payer. If the approved purchase cannot be completed, contact Levo about the request. Refund eligibility, charges, and timing depend on the request and its terms; a refund is not necessarily immediate.
Read the payment and refund termsHelp us help you
A few details go a long way.
You don’t need to explain everything. Start with what happened and what you expected.
Helpful to include
- Your request reference, if you have one.
- The merchant and the step where you got stuck.
- The error message, device, and browser or app.
- For payments: amount, currency, and approximate time.
Keep private details private.
Never send passwords, verification codes, full card numbers, security codes, BVN/NIN, or identity documents by email.
If you include a screenshot, hide sensitive details and private payment links first. Complete identity checks only through Levo’s secure verification flow.
How we handle your data