How can we help you?
Find answers to common questions, report issues, or get in touch with the DortiBox support team directly.
What do you need help with?
General Support
Questions about your subscription, pickups, payments, or anything else about DortiBox.
Report a Bug
Found something not working as expected in the app or website? Let our technical team know.
Delete My Account
Request permanent deletion of your DortiBox account and all associated data.
App Help
Having trouble downloading, installing, or using the DortiBox app? We can help.
Reach our support team directly
Technical / Bug Reports
itpoc@fwtsl.netdortiboxpo@fwtsl.netApp crashes, payment errors, technical issues
USSD — No Smartphone Needed
*715*380#Register and manage pickups from any mobile number
Response Time
We aim to respond to all support requests within 2 business days. For urgent issues affecting your active subscription, please call us directly.
Refund Policy
Last updated: June 2026
All DortiBox subscription purchases are final and non-refundable. Once a subscription plan has been activated and payment confirmed, we are unable to process refunds.
This policy applies to all subscription plans (1-month, 3-month, and 12-month) as well as one-off pickup requests.
If you believe you have been charged in error, or if a service was not delivered as agreed, please contact our support team at info@fwtsl.net within 7 days of the transaction and we will investigate.
Account Deletion
Permanent and irreversible
You can request permanent deletion of your DortiBox account and all associated data at any time. This includes your profile, address history, subscription records, and payment history.
Account deletion requests are processed within 5 business days. You will receive a confirmation once your account has been permanently deleted.
This action is irreversible. All your data will be permanently removed and cannot be recovered.
App Information
Frequently reported issues
These are the most common issues users report. Check here before contacting support — you may find an instant answer.
I can't log in to my account
Make sure you are using the phone number you registered with. If you forgot your PIN, use the 'Forgot PIN?' option on the login screen. If the issue persists, contact us at info@fwtsl.net with your registered phone number.
My payment was deducted but my subscription is not active
This can happen if the payment confirmation was delayed. Wait 15 minutes and refresh the app. If the subscription is still not active, email itpoc@fwtsl.net with your registered phone number and the transaction date so we can investigate.
My pickup was missed
We apologise for the inconvenience. Please report a missed pickup through the app under Service Management, or contact us at info@fwtsl.net. We will arrange a make-up pickup as soon as possible.
How do I change my pickup schedule?
You can manage your pickup schedule directly in the DortiBox app. Go to Service Management, select your active subscription, and update your pickup days. Changes take effect from the next billing cycle.
I don't have a smartphone — how do I use DortiBox?
Dial *715*380# from any Sierra Leonean mobile number to register and manage your waste collection without a smartphone or internet connection.
How do I cancel my subscription?
Open the DortiBox app, go to Service Management, select your active subscription, and tap Cancel. You can also email info@fwtsl.net with your registered phone number to request cancellation.
The app crashes or won't open
Try closing and reopening the app. If the issue continues, uninstall and reinstall the latest version from Google Play or the App Store. If it still doesn't work, report the bug to itpoc@fwtsl.net with your device model and operating system version.
How do I update my address?
In the DortiBox app, go to your Account settings and select Addresses. You can add, edit, or remove addresses from there. Make sure to save your changes before exiting.
Issue not listed here?
Contact Support