Balances, payments, top ups and decoder error codes.
(1) Login to WhatsApp (2) Select 1 to check balance (3) The balance due will be displayed with your account details.
(1) Input USSD short code (2) Enter IUC/Smartcard number (3) Save IUC/Smartcard number (4) Land on the main menu and select Check Balance (5) The due balance will be displayed.
(1) Input login credentials and sign in to the MyDStv app (2) Click on Pay/Pay Now icon (3) Choose your preferred payment option (4) Enter the correct payment details for transaction to happen (5) Your transaction should go through and receive a success pop-up message.
(1) Input login credentials and sign in to the DStv website (2) Click on Pay/Pay Now icon (3) Choose your preferred payment option (4) Enter the correct payment details for transaction to happen (5) Your transaction should go through and receive a success pop-up message.
(1) Input login credentials and login (2) Select Pay Now (3) If you have an amount due, select Pay (4) Select your Preferred Payment Provider (5) Select your Payment Method and Enter requested details to continue (6) Input account details and select Continue to pay (7) You will be informed of successful payment.
(1) Login to WhatsApp self-service (2) Press 1 to check your balance (3) Press 1 to pay or top-up your account (4) Press 1 to pay your current amount due (5) Click on the link provided to continue with the payment (6) You will be redirected to the DStv website where you will be prompted to proceed with payment by clicking Pay Now.
(1) Sign-in to Telegram (2) Verify credentials as prompted (3) Select Pay/Top-up (4) Select Pay Due Amount or Enter Amount and input desired amount (5) Select Pay Now to be redirected to the payment portal (6) Select Yes to accept being redirected to the displayed payment portal link (7) Select your Preferred Payment Partner (8) Scan QR code, if QR code is the available payment method (9) You will be informed of a successful payment.
(1) Dial USSD short code (2) Input smartcard number and select Send (3) Customers can choose to save the smartcard number by selecting 1 for 'yes' when prompted to save the smartcard number (4) Customers can name the smartcard number by inputting a name of their choice (5) Select 3 to Pay Account (6) Select 1 to Pay Now (7) Enter an amount in the relevant currency (8) Choose the appropriate mobile money wallet, if applicable, and select Send (9) Customer will be notified of successful payment.
If sufficient payment was made and you get an E16 error, you can clear the E16 using self-service platforms (DStv/GOtv Website, DStv/GOtv App, USSD, WhatsApp, and Telegram platform). Please ensure that your decoder is powered on before proceeding to the following steps.
(1) Login to the app (2) Click on manage account (3) Click on clear error codes (4) Select E16 Error (5) Click on clear error (6) Customer will receive a message to wait approximately 15 minutes until the error is cleared.
(1) Login to the website (2) Click on manage account (3) Click on clear error codes (4) Select E16 Error (5) Click on clear error (6) Customer will receive a message to wait approximately 15 minutes until the error is cleared.
(1) Input login credentials and login to the GOtv website or MyGOtv mobile app (2) Land on the dashboard and select Fix Errors (3) Select the IUC number experiencing the error (4) Type or select E16 (5) Click on Fix Now (6) Customer will receive a message to wait approximately 15 minutes until the error is cleared.
(1) Login to WhatsApp (2) Verify credentials as prompted (3) Select 2 to Fix Errors on Decoder (4) The customer will be redirected to the MyDStv app to clear the error.
(1) Sign-in to Telegram (2) Select Fix Errors on Decoder (3) Select E16 (4) Customer will receive a confirmation message stating an approximate time until the error is fixed.
(1) Login to USSD (2) Select option 5: Fix errors (3) Confirm your profile (4) Enter IUC/Smartcard number (5) Save IUC/Smartcard number (6) Select error code (E16 is error code 1) (7) See confirmation notification on USSD (8) Customer will receive a message to wait approximately 15 minutes until the error is cleared.
(1) Customer clicks on the help button on the remote (2) Select general information (3) Select information central (4) Check status of decoder software (5) If decoder software is not up to date, customer will be prompted to update software. (6) Customer will wait for software to be updated.
An E16 error occurs due to faulty installation and customers need to verify the quality and strength. This error can be cleared using the below steps: (1) Press the Help button (2) Go to General Information (3) Select on Tuner Status (4) Check Tuner 1 and Tuner 2, if the signal is low the Customer might need to contact an Installer to review the installation.
An E16 error can appear when customers have not paid for their subscriptions, paid less than what their subscription would cost, trying to view a channel that is not part of their subscription, or the customer's decoder software is outdated. If the decoder was not powered when payment was made, customers can get an E16 error. We recommend you always keep your decoder powered on upon making a payment to prevent an E16 error. Additionally, an E16 error may occur due to faulty installation and customer needs to verify the percentage of signal quality and strength.
An E16 error can be prevented by making the correct payment for your subscription and ensuring your decoder is powered on when you make the payment.
Customers can log onto self-service platforms (DStv/GOtv Website, DStv/GOtv App, USSD, WhatsApp, and Telegram platform) to check balance due for subscription. If balance due is not sufficient for subscription renewal, upgrade, XtraView, downgrade, or add-on products, the customer must top up the remaining balance using self- service platform by clicking on the pay icon and following the payment instructions.
An E16 error occurs due to faulty installation and customers need to verify the quality and strength. This error can be cleared using the below steps: (1) Press the Help button (2) Go to General Information (3) Select on Tuner Status (4) Check Tuner 1 and Tuner 2, if the signal is low the Customer might need to contact an Installer to review the installation.
Here are all the error codes and their meanings: E04: Please insert smartcard E05: Unknown smartcard E06: Smartcard failure E07: Checking smartcard E08: CA module failure E16: Service is currently scrambled E18: Smartcard not paired E30: Checking subscription status E32: Your subscription has expired E37: Invalid channel number E42: Parental control PIN blocked E45: Service is not allowed E48: Searching for signal E48-32: Weather E50: No services available E600: Validation in progress E70: Service is not available for viewing E71: Song title and artist not available E72: Rescan in progress E73: TV link overload E74: LNB1 overload E75: LNB2 overload
Still stuck? Send a troubleshooting request or contact us.
