Payments, wallet and refunds

Wallet top-ups and your balance

Top up from Settings, Fund Wallet with a card, Opay or bank transfer, and read your transaction history.

Updated 9 October 20262 min readBy the Mytherapist.ng support team

Your Mytherapist.ng wallet is where every payment settles. Top it up from Settings → Fund Wallet with a card, Opay or bank transfer, then pay for sessions from your balance. Refunds land here too, and the balance doesn't expire.

How to top up

  1. Open Settings → Fund Wallet.
  2. Choose card, Opay or bank transfer and follow the prompts.

By method

  • Card: a saved card is charged instantly. A new card goes through the Paystack card screen.
  • Opay: an Opay checkout page opens. Your wallet is credited once the payment is confirmed.
  • Bank transfer: the app shows a dedicated account number to transfer to. Your wallet is credited automatically when the transfer lands.

Reading your transaction history

  • A card or Opay payment for a booking shows as two lines: a credit to your wallet, then a debit for the booking. They net to one payment.
  • A payment from your wallet balance shows as a single debit.
  • Refunds show as wallet credits. See how refunds work.

If your balance hasn't updated

What you seeWhat to do
"Charge unsuccessful" (card)Your bank declined it. Try another card or method
"Could not start Opay payment" or "Network error"Check your connection and retry
"Payment session timed out. Please try again." (Opay)If you did pay, your wallet is still credited. Check your balance before trying again
"Virtual account not available."The account number couldn't be generated. Make sure your profile has a valid phone number, then try again later
Bank transfer sent but balance unchangedTransfers can take a little time. If it's been a while, open Settings → Chat with Support in the app and send your transfer reference or receipt. A person replies Mon–Sat, 9am–5pm WAT

Other credits you may see

  • Referral bonus: ₦500 plus points, credited to you when a friend you referred makes their first booking.
  • Gift codes redeem straight into your wallet. See sending and receiving gifts.

If you close the Opay screen after paying, that's safe. The payment is processed in the background and your wallet is credited.

Was this guide helpful?

  • My card was declined or the payment failed

    Your bank or the card gateway rejected the charge. Try another card, or fund your wallet by bank transfer or Opay.

    1 min read

  • How refunds work

    Refunds go to your wallet, never back to your card, and return what you actually paid minus any cancellation fee.

    2 min read

  • I paid but my session didn't book

    A successful payment is never lost. If the booking failed, the money is credited to your wallet within a minute or two.

    2 min read

  • Promo codes

    Codes take a percentage or fixed amount off at booking. "Coupon not applicable" means expired, used up, or wrong context.

    1 min read

All guides in Payments, wallet and refunds

Didn't answer it?

A person replies Mon–Sat, 9am–5pm WAT. Messages sent outside those hours are answered when the team is back.

In the app

Open Settings, then Chat with Support. Your account details come with the message, so nothing needs repeating.

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On this website

Start a chat right here. Leave an email and a phone number so the reply reaches you.

Email

Write from the email on your account, with your name and what happened, and the team picks it up in the same queue.

support@mytherapist.ng

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