Account, Records, Complaints and Compliments: Frequently Asked Questions

You can't currently view or download previous chat transcripts from your Mweb Online Account or the Mweb App.

Contact our Support team and give us as much information as possible about the chat, such as the approximate date and what you contacted us about. If you have a reference number, include that too. This will help us find the correct interaction.

We don't provide copies of call recordings, but you can request a transcript of a previous call.

Contact our Support team with the approximate date and time of the call and what you contacted us about. This will help us locate the correct interaction.

Contact our Support team to let us know what information you're looking for. We'll advise you on the correct process for your request.

You can update most of your details through your Mweb Online Account or the Mweb App.

Online Account

Sign in and go to "My Account" > "My Details". Update your information and save your changes.

Mweb App

Go to "Profile" > "Manage" to update your contact or address details.

Some primary account holder information can't be changed online. Contact our Support team if you need help changing these details.

You can add another person as a User Profile on your account.

Sign in to your Mweb Online Account or the Mweb App, go to "User Profiles" and select "Add User Profile".

You'll need to verify the request using an OTP and choose the level of access you'd like the person to have.

Yes. If you've added the person as a User Profile on your account, they can contact us and get help based on the access you've given them.

They may still need to complete our normal security checks before we can share account information or make changes.

Sign in to your Mweb Online Account and go to "Billing" > "Statements".

Choose the date range you need and download your statement as a PDF or CSV file.

We'll send you an SMS once your cancellation has been processed. The message will confirm the service being cancelled and the effective cancellation date.

If equipment needs to be returned, we'll also let you know what needs to be returned and when.

If you need additional confirmation, contact our Support team.

If you need information about a previous interaction relating to a specific query, contact our Support team with as much detail as possible.

We'll check the records available for the interaction and assist where possible.

Contact our Billing team if you believe a refund or credit is due on your account.

We'll check your account and let you know whether a refund or account credit applies and what information we need from you.

Contact our Billing team if you need confirmation of a payment made to Mweb. Give us the payment date and amount to help us locate it.

Contact our Support team and tell us what happened, including any existing reference numbers you have.

We'll log your complaint and make sure it gets to the right team for investigation.

Contact our Support team and give us your existing reference number.

We'll review what's already been done and escalate the query to the appropriate team where necessary. Providing your existing reference number means you won't need to start from scratch.

We'd like to hear about your experience, whether it was great or something we need to improve.

Contact our Support team and give us the agent's name, if you have it, along with the approximate date of your interaction. We'll make sure your feedback reaches the right team.