In-app Follow-up
Help / In-app Follow-up
How can I track my transfer?
After you send money, you’ll see a confirmation screen, get a receipt by email, and be able to review your transfer history in the app. Just tap on Transactions at the bottom of the home screen.
Note: All completed transactions have a confirmation number. If your transaction doesn’t show one, check its status in your Transactions history. If you have any questions, contact our Support Line at 888-534-6229 (Option 2).
What should I do if my transfer wasn’t processed?
Check your internet connection, card details, and recipient information. If the issue continues or you get an error message, you can submit a support ticket in the app under the Help menu, or email us at support@elektrago.app with all the details.
The app isn’t working—what should I do?
Close and reopen the app, and make sure you're using the latest version. You can also shake your phone while the app is open to send a report, or contact Customer Support through your preferred channel.
What should I do if I can’t access the app?
Check your internet connection and make sure your login credentials (email or phone number and password) are correct. If you see a specific error message, contact us by submitting a support ticket by email at support@elektrago.app or by calling 888-534-6229 Option 3.
How can I recover my password?
On the login screen, enter your email or phone number and tap Continue, then select Forgot my password. You’ll receive a verification code via your preferred channel (if you chose email, make sure to check both your inbox and the spam folder). Enter the code in the app and create a new password.
We recommend enabling biometrics (Face ID or fingerprint) for easier access.
What should I do if I don’t receive the verification code?
If you chose email, check your spam or junk folder, make sure you entered the same email you used to sign up, and try again. If you chose to receive it by WhatsApp, SMS or Phone call, please make sure you entered the phone number you used to sign up. If you still don’t receive the code, contact us through your preferred Customer Support channel.
How can I protect my account?
Set a strong password and enable biometric login (Face ID or fingerprint).
How can I contact Customer Support?
In the app, go to Help → Contact Us, and choose one of the following:
- Submit a support ticket
- Email us at support@elektrago.app
- Call us at 888-534-6229:
- Option 1 – Elektra Go Prepaid Mastercard Support
- Option 2 – Money Transfer Support
- Option 3 – App Support
Do you need additional support?
Open a support ticket from your app.
Login from your profile
to the “Help” menu and select the option “Open a support ticket”.
Follow the indications.
Select the appropriate options
and provide as much detail
as possible.
Send us a screenshot
showing the problem you are experiencing.
