Frequently Asked Questions

MyMoolah can be used by eligible individuals who meet the registration and verification requirements. Businesses, employers, funders, NGOs and enterprise platforms may also use MyMoolah for approved payout, wallet, voucher, VAS and treasury-related services.

Yes. MyMoolah (Pty) Ltd is a registered South African company. MyMoolah is not a bank and does not operate as a deposit-taking institution. MyMoolah is a PASA certified Third Party Payment Provider (TPPP) with Standard Bank of South Africa the Sponsor Bank. Wallet and payment services are provided through approved banking, payment and technology partners, with customer funds handled through the appropriate regulated payment and safeguarding structures.

MyMoolah is based at Block A, Erasmus Forum, 434 Rigel Avenue South, Erasmusrand, Pretoria, 0181, South Africa.

Registration is free. Some transactions may carry a fee, depending on the service used, the wallet level, the payment type and the partner network involved. Where fees apply, they should be shown before the user confirms the transaction.

MyMoolah is a digital wallet and payments platform, not a traditional bank account. It is designed for fast digital payments, wallet transfers, vouchers, value-added services, enterprise payouts and approved cash-out options. It does not provide cheque books, overdrafts, loans or branch banking services.

Full name, date of birth, SA ID or passport number, South African mobile number, email address, and a secure password. Proof of address may be required for higher transaction limits.

No. You must register and complete identity verification (KYC) to use the full wallet features. Unverified wallets can receive funds but cannot make payments or transfers.

Use the “Forgot Password?” option on the login screen. You’ll receive a reset link via email or SMS to your registered contact details.

Start by opening the MyMoolah wallet link or app supplied by MyMoolah. Register with your own mobile number, verify any OTP sent to you, complete your profile, and then complete KYC when prompted. After that, you can add money, receive money, send payments, buy services, and use any active wallet features shown on your dashboard. Only use official MyMoolah links from mymoolah.africa or wallet.mymoolah.africa.

MyMoolah is preparing a banking-grade Android release under the app name mymoolah. Until the official store listing is live, use only the wallet access link supplied by MyMoolah. Do not install APKs, apps, or links sent by unknown people on WhatsApp, SMS, Telegram, Facebook, or email.

Check that your mobile number is a valid South African number, your email address is typed correctly, your ID or passport number matches the document you will use for KYC, and your password meets the security rules. If the message says the number or email already exists, use “Forgot Password?” instead of creating a second account. If you still cannot register, contact support with your full name, mobile number, and the exact error message.

Anyone 18 or older with a valid SA ID (green book, smart card, or temporary certificate) or a valid passport (6–9 character passport number).

Yes. A valid foreign passport is accepted. Passport numbers must be 6–9 alphanumeric characters.

Open the app and log in with your registered South African mobile number and password. If you forget your password, use the “Forgot Password?” option on the login screen.

No. Each person should use one wallet linked to their verified identity and mobile number. Creating multiple wallets may trigger security or compliance checks and can delay transactions.

For your security, any inactive session is automatically closed after 15 minutes. Your session also ends when you close the browser tab or lock your phone screen.

SA green ID book, SA smart ID card, SA passport, SA driver’s licence, temporary ID certificate, and valid foreign passport. Proof of address (utility bill, bank statement, municipal account, or insurance policy less than 3 months old) is required for higher limits.

Log in, open your profile or the KYC prompt, choose the document type you want to use, take a clear photo of the front and back where required, confirm your personal details, and submit. Keep the app open until the upload completes. If proof of address is requested, upload a recent document that clearly shows your name, address, and date.

Use a clean, well-lit surface. Place the full document inside the camera frame, avoid glare, keep all corners visible, and make sure the text is readable before submitting. Do not cover any part of the document with your fingers. Do not submit screenshots, cropped images, expired documents, edited images, or photos taken from another phone screen.

Usually a few minutes. Our system uses automated OCR to read your document. If the image is blurry, expired, or details don’t match, it may go to manual review and take longer.

KYC can stay pending when the document image is unclear, the details do not match your registration profile, the proof of address needs review, or additional checks are required. You do not need to submit repeatedly unless the app asks you to resubmit. If it remains pending for more than one business day, contact support from your registered number.

Check the reason shown in the app. Re-upload a clear, un-cropped photo of a valid, unexpired document. Make sure your name and ID number exactly match what you registered with. If still rejected, contact support with high-resolution scans for manual review.

Email, phone number, and address can be updated in your profile. Changing your ID number, legal name, or date of birth requires official supporting documents and triggers full re-verification.

Unverified wallets can receive funds but cannot make payments or transfers. Complete KYC to unlock full wallet functionality.

Yes. ID numbers are encrypted at rest using AES-256-GCM encryption. Documents are processed according to POPIA requirements and not shared with third parties without your consent.

MyMoolah supports major South African banks for EFT and instant payment rails. The exact list of supported banks is shown in the app when you add a bank beneficiary or send to a bank account.

Cross-border transfers depend on the enabled features in your wallet. Check the app’s “Send Money” or “International” section for availability and supported countries.

Fees are displayed before confirmation wherever possible. The fee depends on transaction type and wallet tier (Bronze, Silver, Gold). Check the live fee schedule in the app or support materials.

Yes. Limits depend on your KYC tier, wallet level (Bronze/Silver/Gold), and transaction type. Limits are shown in the app and increase as you complete KYC and build transaction history.

Always check the recipient name, mobile number or account details, amount, fee, total debit, and reference before confirming. Once a payment is successfully processed, it may not be reversible. If anything looks wrong, cancel and correct it before entering your PIN or OTP.

Yes. You can send to a saved beneficiary’s bank account. Select or add the bank account details (bank name, account number, branch code) when creating the beneficiary.

Add or select a beneficiary with bank account details, choose Send Money, enter the amount, keep EFT as the payment rail where offered, review the fee and estimated arrival date, then confirm. EFT is not always instant. Payments submitted after cut-off, over weekends, or on public holidays may arrive on the next business day or later.

If the app offers an Instant Payment or PayShap option for the beneficiary, select it before confirming. Review the higher instant-payment fee, total debit, and recipient details. Instant payments are designed to settle quickly, but availability depends on the receiving bank, PayShap status, limits, and risk checks.

Use the “Request Money” or “PayShap” feature. Enter the sender’s mobile number and amount. They receive a notification to pay you.

Open the request notification or the Request Money screen, review who is asking, the amount, and the reason. Approve only if you recognise the request and agree with it. Decline anything suspicious or unexpected. MyMoolah support will never pressure you to approve a request.

PayShap is a South African real-time payment system linked to Standard Bank. It lets you request or send money instantly using a mobile number as the payment reference. A small fee applies per transaction.

Yes. You can send to a bank account using the beneficiary flow (EFT) or via PayShap to any South African mobile number linked to a PayShap-enabled bank.

Once a successful payment is confirmed, funds cannot be automatically reversed. Contact support immediately. We will attempt to facilitate a resolution but cannot guarantee recovery.

No. If a payment fails, no funds are deducted. Any reserved amount is released shortly. If you see a deduction without a matching transaction record, contact support with the reference.

Use the voucher at the supported merchant or redemption channel listed for that specific voucher.

Voucher transferability depends on the brand and product terms. Check the voucher details or the merchant terms before purchase.

Choose Airtime, select the recipient number or enter a new number, pick the network, enter the amount, review the fee if any, and confirm. Top-up is normally instant.

Yes. You can buy airtime for your own number or for another mobile number, as long as the network is supported.

Yes. Select Data, choose the network and bundle, and confirm. The bundle is delivered to the selected number if the network accepts it.

Supported networks depend on the live product list in the app. Only the networks shown in the menu are available at the time of purchase.

Yes. Select Electricity, enter the meter number, choose the amount, and confirm. The token is normally delivered immediately after successful payment.

Select Electricity, enter the meter number, choose the amount, review the meter and total, and confirm. Save the token or receipt after purchase.

Check transaction history and your notifications first. If the payment completed but no token appeared, contact support with the meter number, amount, date, time, and transaction reference.

Yes. Bills can be paid where the biller is supported by the live product menu. Select Bills or the relevant VAS category, choose the biller, enter the account/reference, and confirm.

Choose the voucher or gift-card category, select the provider, enter the amount or denomination, and confirm. The voucher is then issued in the app or by SMS depending on the product.

Use the voucher at the supported merchant or redemption channel listed for that specific voucher.

Voucher validity depends on the brand and product terms. Check the voucher details or the merchant terms before purchase.

If the voucher is still active and the product supports reissue or retrieval, support may help using the transaction reference. Keep the receipt or transaction history.

A pending voucher usually means the payment is still clearing or the voucher issuer has not returned confirmation yet. Wait for the normal processing time, then contact support if it remains pending.

Contact support with the transaction reference, amount, time, and voucher type so the purchase can be checked against the issuer response.

No. Vouchers are not automatically convertible back into wallet balance unless the product terms explicitly allow it.

MyMoolah states that it follows applicable privacy and financial data protection rules, including POPIA and GDPR where relevant.

Contact support immediately and, if needed, freeze or secure the wallet from your account area. Change your password and report any suspicious activity.

MyMoolah may share data only where needed to provide the service, meet legal obligations, or support a transaction, and not beyond that purpose without a lawful basis.

No legitimate MyMoolah support agent should ask for your PIN or OTP. Do not share those codes with anyone.

Only trust official MyMoolah channels and the verified contact information shown on the website or in-app.

Contact support right away and request a freeze if your phone or account details are compromised.

Make sure you still have access to your registered number, update your app on the new phone, and confirm you can receive OTPs before removing the old device.

POPIA is South Africa’s Protection of Personal Information Act. It governs how personal data must be collected, used, stored, and shared.

Check transaction history first. If the payment was charged but the service or transfer did not complete, contact support with the transaction reference, date, time, and amount.

Refund eligibility depends on the transaction type and product terms. Contact support with your transaction reference and reason for the refund request.

Email, phone number, and address can be updated in your profile. Changing your ID number, legal name, or date of birth requires official supporting documents and triggers full re-verification.

Include your name, wallet ID if available, the transaction reference, the date and time, the amount, and a short description of the problem.

Support channels depend on the current service setup. Check the website or app for the latest contact options.

The AI assistant can help with common account, payment, voucher, and troubleshooting questions.

Resolution time depends on the issue, the channel used, and whether provider or bank checks are required.

Report fraud, unexpected wallet access, wrong-recipient payments, and any payment that is charged but not delivered.

Retail partnership options depend on current commercial onboarding and the specific service being offered. Contact the business development team through the official channels.

MyMoolah operates under the applicable South African financial, payments, and privacy laws relevant to the services it provides.

Policy documents are published in the website’s legal or policy section where available.

Access to restricted policies is controlled and may require formal approval or a partner agreement.

Developer documentation is provided through the business or developer section when enabled.

Companies should contact the business development or integrations team through the official channels.

Disputes are reviewed by support and, where required, escalated through the relevant compliance or operations process.