Am I eligible to open a MYPAY account?
Any mobile phone customer above the age of 16 years is eligible to open a MYPAY account – subject to any laws in country and banking partner regulations.
How much does it cost to open a MYPAY account?
It is free to open a MYPAY account, all you need is to get a SIM-Skin from your nearest agent – subject to change between countries.
Do I need to have a smartphone to use MYPAY facilities?
No. MYPAY works on all mobile phones.
What documentation do I need to open an account?
No, it is important to distinguish between accounts and profiles. Each account (Customer Account, Merchant Account, Agent Account…) can have one number linked to it. Each customer profile can have multiple accounts, and therefore can have multiple numbers.
How can I find my closest MYPAY agent?
You can call our customer service centre to find the location of your nearest agent or lookout for the MYPAY branding
How will I know the authenticity of the MYPAY agent?
The MYPAY agent will have a MYPAY identity registration document. If you are in any doubt about the agent please call our customer service centre
What does a MYPAY agent do?
A MYPAY agent is an authorized person who is available for information on MYPAY and can help with:
• Installing a SIM-Skin
• Opening a MYPAY account
• Depositing/Withdrawing cash from your MYPAY account
• Topping up airtime
• Paying bills
• Receiving money from another person/organisation
• Answering customer questions
• Fixing problems and showing customers how to use the menu
• Each countries service will vary, just ask an agent, they will happily advise you on what services are available
When does my SIM-Skin activate?
Your SIM-skin is activated by the MYPAY agent and is available for immediate use.
How do I access the SIM-Skin menu?
The MYPAY menu will be available on your phone once the SIM-Skin is installed by the agent. The easiest way to access the menu is by dialing #99, other than that it can be found with other SIM-applications, usually found under your SIM services or in extra’s.
How do I manage my Account?
Navigate to the MYPAY menu as above. You will see the full range of MYPAY services available to you including, checking your balance, checking status of transactions, withdrawing money, paying bills, buying goods and sending money. If you need to change any of your account details please contact your nearest agent who will show you how to use them.
Is my information on the phone secure?
Yes. Our technology does not store your contacts or send anything to your phone. MYPAY, also does not have the ability, through the SIM-skin to access information on your SIM-card or phone.
Does it cost me anything to use the MYPAY service?
Using the MYPAY services will cost depending on the action and amount of money being transacted. Details of the tariffs charged by MYPAY are available at all MYPAY agents.
How safe is the money on MYPAY account?
All transactions on the MYPAY system are highly secure and for your protection are validated with two factor authentications – your personal mobile number and your PIN. Please do not share your PIN with anyone else. MYPAY will never ask for your PIN. Your money is attached to your wallet and not your phone, if you lose your phone you do not lose your money.
How do I top-up the balance on my MYPAY account?
Go to your local MYPAY agent and perform a cash-in transaction. Simply provide your mobile number and cash to the agent and you should receive an SMS instantly with an updated account balance.
How do I top-up my airtime balance?
If you have enough e-value on your MYPAY wallet you can top-up directly on the MYPAY menu.
Can I use my MYPAY account when roaming?
Yes, you can. Although please check with your Mobile provider for international roaming charges.
Does my account close if it has no balance on it?
No. Your account will not be closed if your balance is zero,
Can I use my MYPAY account if my phone number gets suspended or expires?
No. Your MYPAY account is linked to your phone number.
What happens if I lose my phone?
If you get a new phone number, you will need to transfer your funds to your new account with the help of an agent or customer service.
Can I send money to someone who does not have a MYPAY account?
Yes. You can send money to anyone with a phone number, even if they do not have a MYPAY account. The receiver would need to go to their closest MYPAY agent to install a SIM-Skin and then can withdraw their money immediately.
Can someone withdraw money from my MYPAY account?
No. The money cannot be withdrawn on your behalf as the withdrawal process is initiated by you on your handset using your PIN number.
Is there a time limit for the unregistered customer to withdraw the funds sent to them?
No. The money in the wallet will not expire.
Can I use a credit card to put money onto my MYPAY account?
No. Credit cards are not accepted to load money onto the MYPAY account.
What is my agent number?
Your agent number is the 6-digit number beginning with A and ending with 5 numbers. This is the number customers will use to interact with your agent wallet. DO NOT offer your mobile number when asked for your agent number. (A12345)
I have forgotten my PIN, how can I reset it?
You can reset your PIN through the MYPAY menu. In My Wallet -> Settings -> Reset PIN. You will need to provide you registered ID number to Reset your PIN, a delay is imposed between reset activation and when you receive your PIN for security reasons. The reset PIN menu location may vary depending on your SIM-Skin version number and the delay time and requirements may also vary depending on country regulations.
What do I do if I sent money incorrectly?
If you sent money incorrectly you can either contact customer service or contact the recipient of the transaction and ask for the funds to reversed. In some country’s transaction reversals are not authorised through customer service and the recipient has to be contacted directly.
What if I lose my phone?
Your MYPAY wallet is linked to your phone number not your phone. Once you have a new phone with the same number you can access your wallet by installing a MYPAY skin.
When I install my skin for the first time my handset shows one of the following messages: No SIM/No network/Emergency calls only. What can I do?
We have found that sometimes some glue residue can be left on the sim skin which stops the sim making contact in your handset. Please remove your sim card from the handset while the SIM-Skin is attached and wipe with a dry cloth. If the problem persists please speak to a MYPAY agent or call customer services.
If I have a pre-paid SIM card or a pay-as-you-go do I need to get a new account when it runs out of credit?
No. Just top up your pre-paid SIM card from your MYPAY account and continue transacting with the same number.
What happens if my SIM-Skin gets damaged?
You will need to get a replacement SIM-Skin from your closest MYPAY agent.
I cannot find the SIM application option?
With most handsets you can dial #99 send and the menu will appear. iPhone :
Open your Settings menu -> Tap on Phone.
The SIM Applications option is at the bottom of the list.
You should now get access to a text-based menu.
Features enabled by the carrier are listed here. Ours include checking your balance and switching services on or off.
If you are using either a smart phone or feature phone then the Sim Applications option is normally within your app menu.
How do I file a complaint?
Please call customer services
This line is open 9am-5:30pm to Mon – Fri, excluding public holidays
My SIM card doesn’t fit?
MYPAY SIM-Skin is universal and will fit on any size SIM. If you have cut your SIM card from a large SIM into a smaller SIM, then this may cause problems as larger SIM cards are too thick for the smaller SIM card slots. Contact a MYPAY agent to advise you on how to fix this.
Why does my phone keep turning off now I have installed the MYPAY SIM-Skin?
The MYPAY SIM-Skin does not interact with the phones hardware and lays dormant on the SIM card, any issues involving phone functioning are unrelated to the installation of the SIM-Skin.