How can we help you?

Why this happens: Lessons are delivered via WhatsApp. If you're not receiving them, one of the following is usually the cause.

• Your plan has expired or not yet been activated
• The WhatsApp number on your account doesn't match what you're using
• You haven't saved PrepBeta's number — WhatsApp may block messages from unsaved contacts
• Your phone storage is full or WhatsApp notifications are muted

Fix it:

• Save our number: +234 800 PREPBETA to your contacts
• Log in to your dashboard → Settings → confirm your WhatsApp number
• Check your plan is active under "My Plan"
• Send us "Hi" on WhatsApp to trigger a re-send

Submit a ticket

Why this happens: OTPs are sent via WhatsApp message. Delays happen when:

• WhatsApp is not connected to the internet at the time of request
• The number entered doesn't match your registered account number
• You requested OTP too many times — there's a 60-second cooldown between requests

Steps to fix:

• Wait 60 seconds and request a new OTP
• Make sure you're entering your number with the correct country code (e.g. +234 for Nigeria)
• Check WhatsApp is open and connected — sometimes restarting the app helps
• Check your WhatsApp "Requests" folder — messages from unsaved numbers go there

Still stuck? Submit a ticket

Common reasons for payment issues:

• Bank declined the transaction (insufficient funds, daily limit, or online payments not enabled)
• Network interruption during payment — money may have been deducted but plan not activated
• Incorrect card details or expired card

What to do:

• Wait up to 15 minutes — payment confirmation can be delayed
• Check your bank app or SMS for a debit alert
• If debited but plan not active, submit a ticket with your transaction reference
• If not debited, try a different card or use bank transfer as an alternative

Report payment issue

When your plan expires: Lessons stop being delivered immediately after expiry. You have a 7-day grace period where your progress and history are saved.

• After 7 days, inactive accounts may lose their streak and saved progress
• Mock exam access is suspended until renewal

How to renew:

• Log in at app.prepbeta.com
• Go to My Plan → Renew
• Select your preferred plan duration (monthly, termly, or annual)
• Pay securely — lessons resume within minutes of confirmation

What parent linking does: Your parent gets a weekly summary of your progress, streak, and test scores — without seeing your messages. Steps:

• Ask your parent to download the PrepBeta Parent App or register at parents.prepbeta.com
• They search for your name and select your profile
• You'll receive a WhatsApp message asking you to approve the link
• Reply "Yes" to confirm — your parent is now linked

Important: If you've changed your WhatsApp number, you must update it on PrepBeta or your lessons will keep going to your old number. How to update:

• Log in using your old number first (or use your email if set up)
• Go to Settings → Account → Update WhatsApp Number
• Enter your new number — an OTP will be sent to verify it
• Once verified, all future lessons go to your new number immediately

Request manual transfer