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📚 Knowledge Base

Find answers fast.

Step-by-step guides, troubleshooting fixes, and tutorials for every Primex service.

🔍
Troubleshooting

Common Issues & Fixes

Most problems have a quick fix. Find yours below and follow the steps.

⏱️
Most Common
OTP / Code is not coming
Your SMS or verification code hasn't arrived — here's how to fix it.
↓

This is the most common issue and is almost always fixable in under 2 minutes. Try the steps below in order before contacting support.

1
🔄 Restart or reinstall the app you're trying to verify (WhatsApp, TikTok, etc.). Close it fully and reopen before requesting the code again.
2
📶 Use a reliable VPN and connect to the same country as the number you purchased (e.g. if you bought a US number, connect to a US VPN). Free options like Flash VPN or EVA VPN work. You can also DM us for a free proxy.
3
⏱️ Match your device time to the target country. Go to your device settings and set the time zone to match the country of your number. A VPN connection to that country usually does this automatically.
4
⏳ Wait up to 90 seconds after requesting the code — some platforms have a delay before sending.
5
🔁 Try requesting the code again from within the app. Most platforms have a "Resend code" option after 30–60 seconds.
🔐
Once verified: Enable 2-Step Verification (2FA) immediately on the account. This is the only way to keep it secure. Primex is not responsible for accounts lost due to missing 2FA.
⚠️
If you have followed all steps and still received no OTP before your number expired, you are eligible for a full wallet credit refund. Contact support with your order ID.
🔒
Important
Number already registered on WhatsApp / Telegram
How to check if a number is already in use before you request a code.
↓

This issue mainly applies to WhatsApp and Telegram numbers. Before you request any OTP code, you must first check whether the number is already registered on the platform.

1
Copy the number provided by Primex.
2
Open WhatsApp or Telegram and try sending a message to the number.
3
If you see a profile picture or username, the number is already registered. Do not request a code.
4
Cancel the order from your dashboard and request a different number.
🚫
No refund policy: If you request a code on an already-registered number without checking first, you will not receive a refund and the number will not be replaced. This issue is easily avoidable by checking before requesting.
🚫
Refund Policy
Account banned after verification
Understanding what happens if your account gets banned after receiving an OTP.
↓

If an OTP was successfully received and the account was verified but was later banned by the platform, this is not covered by Primex's refund policy.

❌
OTP received = service delivered. Once an SMS or OTP is received, the transaction is complete. Bans by the platform after verification are outside our control and are not refundable.
✅
No OTP received? If your number expired without any SMS arriving, you are eligible for a full wallet credit refund. Request within 24 hours for Virtual Numbers or 48 hours for Rentals.
🔐
Protect your account: Enable 2FA immediately after verification. Accounts without 2FA are at high risk of takeover. Primex is not responsible for account loss due to missing 2FA.
🛒
Purchase Issue
Unable to complete a purchase
Something went wrong when trying to buy a number or service.
↓

If you are unable to complete a purchase or are seeing an error, follow these steps:

1
Check that your wallet balance is sufficient for the service you are trying to buy.
2
Refresh the page or restart the app and try again.
3
If the error persists, take a screenshot of the exact error message you are seeing.
4
Send the screenshot along with your account email address to our customer support team.
📧
Contact us at support@primex.ng or via WhatsApp. Always include your screenshot and account email — this helps us resolve faster.
🔐
Security
Enable 2FA immediately after verification
This is the most important step after receiving your OTP. Do not skip it.
↓

After purchasing and verifying any account using a Primex number, you must immediately enable 2-Step Verification (2FA) on that account — whether it is WhatsApp, Telegram, TikTok, Instagram, or any other platform.

⚠️
Accounts without 2FA are at high risk. Without 2FA, anyone who gains access to your number can take over your account. Primex will not be responsible for any issues caused by failure to enable 2FA.
1
After verifying your account, go to Settings → Account → Two-Step Verification on the platform.
2
Set a PIN or password that only you know.
3
Add a recovery email address where possible.
4
Do this within the first 5 minutes of creating the account — before anything else.
✅
This is your responsibility as the account owner. Enabling 2FA immediately is the only reliable way to protect your account from loss or takeover.

Still having an issue?

Our support team responds within 5 hours — send your order ID and a screenshot.

✉️ Email Support Open Support Centre
Service Guide

Virtual Number (OTP Verify)

A temporary number active for 20 minutes. Use it to receive OTP codes on any platform.

🇺🇸
Tutorial
How to buy a USA virtual number
Step-by-step guide to purchasing a US number for WhatsApp, TikTok, and more.
↓
1
Log in to your Primex dashboard at primex.ng.
2
Click on Virtual Number from the main menu.
3
Select USA as the provider/country.
4
Select your service — e.g. WhatsApp, Telegram, TikTok, Instagram, etc. Choose the one you want to verify.
5
Make sure your wallet is funded, then click Purchase.
6
Copy the number provided and paste it into the app you want to verify.
7
Go back to your Primex dashboard and wait for the OTP — it will appear automatically when sent.
🌍
Same steps for all other countries. The only difference is that most other countries require you to first select "All Countries" provider, then choose your country, then choose your service.
💡
Tips
Tips for better OTP delivery
Get the best success rate on your virtual number verifications.
↓
1
Always use a VPN connected to the same country as your number when requesting the code.
2
For WhatsApp and Telegram, check if the number is already registered before requesting a code.
3
Act quickly — virtual numbers are active for only 20 minutes.
4
If the first code doesn't come, use the platform's "Resend code" option — you can receive multiple OTPs on the same number.
5
Enable 2FA immediately after verification.

Number expired without an OTP?

You may be eligible for a refund. Contact support with your order ID within 24 hours.

Request Refund
Service Guide

Rent a Number

A dedicated number exclusively yours for a custom duration — from hours to days.

📋
Tutorial
How to rent a number
Rent a dedicated number for extended access — perfect for business registrations.
↓
1
Log in to your Primex dashboard.
2
Click on Rent Number from the menu.
3
Select your country and service.
4
Choose your rental duration (hours or days).
5
Confirm your wallet balance and click Purchase.
6
The number is now exclusively yours for the full period. Use it for as many OTPs as needed during that time.
⚠️
Refund rule: If any SMS is received during the rental, no refund is issued. If zero SMS were received for the full duration, request a refund within 48 hours of the rental ending.

Need a number for longer?

Contact us for extended rental options and enterprise arrangements.

Contact Support
Service Guide

Boost Account

Grow your social media presence on TikTok, Instagram, Twitter/X, and more.

🚀
Tutorial
How to place a boost order
Order followers, likes, or views for your social media accounts.
↓
1
Go to Boost Account in your dashboard.
2
Select the platform — TikTok, Instagram, Twitter/X, YouTube, Facebook, etc.
3
Choose the service type — followers, likes, views, story impressions, etc.
4
Enter your profile URL or username (make sure your account is public).
5
Select your quantity and confirm your wallet balance.
6
Click Place Order and track progress in your Order History.
⏳
Common Issue
My boost order is taking too long
Delivery delays are normal — here's what to expect and when to contact support.
↓

Boost orders are delivered gradually and naturally to protect your account. This means some orders — especially large ones — may take time to complete.

⏳
Expected delivery time: Most orders begin within 0–6 hours and complete within 1–5 days depending on the volume and platform. Larger orders take longer for safe, natural-looking delivery.

You can track your order progress in real time under Order History → Boost Orders in your dashboard.

💬
If your order has not started after 24 hours or has been stuck at the same number for a long time, contact support with your Order ID and we will investigate.

Order not progressing?

Send your Order ID to support and we'll check the status for you.

Contact Support
Service Guide

Buy Logs

Everything you need to know about purchasing and using account logs.

🔑
Guide
How to read account log formats
Understanding the format of logs you receive after purchase.
↓

When you purchase a log, the account details are delivered in a structured format. The most common format uses colons ( : ) as separators, though some logs may use commas ( , ) instead.

Standard format:

username:password:2FA code (if applicable):email address:email password

Example:

john_doe94:MyPass@2024:JBSWY3DPEHPK3PXP:johndoe@gmail.com:GmailPass123
💡
Field breakdown:
• Field 1 = Username or email used to log in
• Field 2 = Account password
• Field 3 = 2FA secret key (only if 2FA is enabled on the account)
• Field 4 = Recovery email address
• Field 5 = Recovery email password
⚠️
Some logs use commas instead of colons as separators. If you see commas, read each comma-separated value in the same order as above.
🛒
Tutorial
How to buy a log
Steps to purchase account logs from the Primex dashboard.
↓
1
Go to Buy Logs in your Primex dashboard.
2
Browse available log categories and select the type you need.
3
Check your wallet balance and click Purchase.
4
Your log details will be displayed immediately. Copy and save them securely.
5
Use the format guide above to identify the username, password, and other fields.

Having trouble with a log?

Contact support with your order ID and we'll assist you.

Get Help
Wallet & Payments

Funding Your Wallet

How to add credits, what to do when payment doesn't reflect, and more.

💳
Tutorial
How to fund your wallet
Step-by-step guide to adding credits to your Primex wallet.
↓
1
Log in to your Primex dashboard.
2
Click on Wallet then Fund Wallet.
3
Enter the amount in Naira (NGN) you want to add.
4
Choose your payment method — debit/credit card, bank transfer, or USSD via Paystack.
5
Complete the payment. Your wallet is credited instantly after confirmation.
💡
Minimum top-up is ₦100. Wallet credits never expire and carry over indefinitely.
❓
Common Issue
Payment went through but wallet not credited
What to do when your bank debited you but your Primex balance didn't update.
↓

This can happen due to a brief delay between your bank and Paystack. Here's what to do:

1
Wait 5 minutes and refresh your dashboard. Most delays resolve automatically.
2
If your balance still hasn't updated, take a screenshot of your bank debit alert or Paystack receipt.
3
Send the receipt, your account email, and the amount paid to support@primex.ng or via WhatsApp.
4
Our team will verify and credit your wallet manually within 2 business hours.
⏳
Please be patient — manual crediting requires our team to verify your payment with Paystack. Always include your payment receipt to speed up resolution.

Payment issue?

Send your receipt and account email to our support team and we'll sort it out.

✉️ Email Support 💬 WhatsApp
Video Guides

Tutorial Videos

Watch step-by-step video guides for every Primex service. More tutorials added regularly.

🇺🇸
Virtual Number
How to buy a USA number
Full walkthrough from login to receiving your OTP on any platform.
🌍
Virtual Number
How to buy other country numbers
How to select "All Countries" and pick your specific country and service.
📋
Rent Number
How to rent a dedicated number
Rent a number for extended use — hours or days, exclusively yours.
🚀
Boost Account
How to place a boost order
Order followers, likes, and views on TikTok, Instagram, and more.
🔑
Buy Logs
How to buy and read logs
Purchase logs and understand the username:password:2fa format.
💳
Wallet
How to fund your wallet
Top up your Primex wallet in Naira via card, bank transfer, or USSD.

Need a tutorial we haven't made yet?

Let us know and we'll create it for you.

Request a Tutorial