Help Centre

Fix it in this order

1. Open phone Settings, go to Apps, find M-Agent, open Battery, and set it to Unrestricted.
2. Look for a setting called Autostart, Auto launch, or Startup Manager and enable M-Agent.
3. Open Recent Apps, find M-Agent, and pin or lock it so clearing recent apps does not close it.
4. Turn the Accessibility Service back on in M-Agent under Settings, App Settings.
5. Restart the phone and confirm the status still reads Active.

Work through these

1. Open Settings, App Settings, and confirm the Accessibility Service status reads Active.
2. Confirm the network you are transacting on is mapped to the right SIM slot under MoMo Transaction Management.
3. Check that your agent SIM is active and has signal.
4. If the customer's number is ported, make sure you ticked the ported box.
5. Close M-Agent completely and reopen it.
6. Confirm you are on the latest version from the Play Store.
7. Restart your phone.

1. Open Settings, App Settings, and confirm Transaction Verification is turned on.
2. If the toggle will not turn on and no permission dialog appears, you denied the permission previously. M-Agent will send you to your phone settings, where you can grant it manually.
3. Check your messages directly. If the confirmation is there but the record has not updated, the permission is the likely cause.
4. If no confirmation arrived at all, the delay is on the network side. This happens at peak hours.
5. After ten minutes with no confirmation, M-Agent marks the record as Failed. If the confirmation arrives later, verify against your messages and your float before treating it as failed.
6. Press and hold the record in T History to ask M-Agent to check for the confirmation again.
7. If it still cannot verify, a dialog lets you mark the transaction as Successful yourself. Confirm it against your messages and your float first.

1. Confirm Transaction Verification is on.
2. Pin M-Agent in your recent apps so Android does not close it.
3. Apply the battery and autostart settings in the section above.

1. Open Settings, then App Settings.
2. Under MoMo Transaction Management, confirm each network is mapped to the correct slot.
3. Do the same under Airtime Transfer Management, including EVD Airtime.
4. If you recently moved a SIM between slots, map them again.
5. Tap Save Settings.

1. Tick the box marked Mark this box if number is ported.
2. Select the network the customer is actually on.
3. Run the transaction again.

1. Open phone Settings, go to Apps, find M-Agent, open Permissions.
2. Enable Contacts.
3. Reopen M-Agent and try again.

1. Confirm you are importing the original file exactly as M-Agent exported it.
2. If the file was opened and saved in another app, it will no longer pass the check. Use a fresh export.
3. If you have no clean copy, the file cannot be recovered.

Device Level

There is no separate password to forget. The lock uses your phone's own biometrics or screen lock PIN, so unlock it the same way you unlock your phone.

App Level

Contact support to have your Guard Password reset. A small fee applies.

Tecno and Infinix

Open Phone Master or the built in security app, go to App Management, and add M-Agent to the protected list. Then open Settings, Battery, Background App Management, and set M-Agent to no restrictions. Enable Autostart for M-Agent.

Itel

Open Settings, Battery, then Battery Optimisation, and set M-Agent to Do not optimise. Then find Auto Start Management and enable M-Agent.

Xiaomi and Redmi

Open Settings, Apps, Manage Apps, select M-Agent. Set Autostart to on. Under Battery Saver, select No restrictions. In Other Permissions, enable Display pop up windows while running in background.

Samsung

Open Settings, Battery and Device Care, Battery, Background Usage Limits. Make sure M-Agent is not in Sleeping Apps or Deep Sleeping Apps. Then open Settings, Apps, M-Agent, Battery, and select Unrestricted.

Oppo, Realme and Vivo

Open the Phone Manager or Security app, go to Privacy Permissions or Startup Manager, and allow M-Agent to start automatically. Then set battery use to Allow background running.