FAQ

The frequently asked questions are based on general questions asked by clients and/or potential clients.

Feel free to contact us if you have any questions that are not answered below.

PayPay Mobile Banking service lets you access and manage your PayPay accounts quickly and securely from your mobile device 24 hours a day.

What banking functions can I perform through PAYPAY Mobile Banking service?
With PAYPAY Mobile Banking service, you can access and manage your PAYPAY accounts quickly and securely via the PAYPAY Mobile Banking App from your mobile device:
View your account balances and transaction history
Transfer funds between your eligible PAYPAY accounts

How safe is my money?
Very. Card transactions can only be done with your PayPay card and PIN. Biometrics also enables us to track all transactions by service consultants, which ensures that only you can access your accounts and money. Our Mobile and Internet banking services for registered users also include security measures to keep your money safe.

How do you keep your fees so low?
There are several reasons:
We focus on personal banking for individuals only, which enables us to tailor our systems and procedures for one type of client category. Our competitors have to cater for many different types of clients and businesses, resulting in more complex and costly procedures
Our systems are modern and technologically advanced which allows us to take advantage of cost-effective technology (i.e. paperless banking) rather than expensive manual procedures
No branches means we dont need large admin departments. Instead, we use technology and a dedicated team

What is the deal with daily limits?
The following daily card limits apply to keep your money safe.
• Up to R5 000 per day for cash withdrawals
• Up to R5 000 per day for card machine purchases
• Up to R5 000 per day for local online shopping and telephone/mail orders

Why should I switch to PayPay?
Who wouldn’t want simplified and affordable banking? Our fees are less than half the transaction costs of most other banks. Make the switch.

I haven’t use my account for a while, what happens with my money?
All inactive accounts become dormant after 12 months. This means that the account will be frozen for security reasons and no further transactions can be made. To prevent this, simply transact on your account at least once every 12 months. If you'd like to reactivate a dormant account, please phone us on: 086xxxxxxxxxx.

Can I open an account if I’m not from South Africa?
If you're not from South Africa and you want to open a PayPay account, we can help you under any of the following conditions:
• You have a valid passport
• You have a valid permanent residence permit
• You have a temporary work permit

My staff wants to bank with you, can you help?
We'll visit your workplace to help sign-up all your staff. They’ll need to bring a South African ID book and an original proof of residential address with their full name and address on it. Contact us now to arrange it.
We also offer a free financial skills programme for employee groups to help them manage their own money, which we’ll gladly present at your workplace.

What if I dont have proof of address?
If you are a South African citizen and an employed individual, pensioner or student, please download and print this Fica Declaration form. Complete it with your landlord, home owner, college residence manager, hostel manager or cohabitant. Then forward it and the other required documents to us to open your account:
• Identification document
Remember that if the declarer is your cohabitant, they must also provide an original proof of their residential address, except where he or she is an existing PayPay client. Its not a requirement for the declarer to accompany the client to the branch but the client must obtain a copy of the declarer's identification document. If the declarer is an existing PayPay client, it is not necessary to obtain the abovementioned documents.
For a list of the approved documents and further information, please download the Fica flyer.

What is mobile banking?
Mobile Banking offers simple, easy-to-use banking on your cell phone. Your preferences and cell phone determine the type of mobile banking services that you'll be able to access. Mobile Banking using unstructured supplementary services data (USSD) allows you to use any cell phone to access the service by dialling *120*xxxxx# to perform banking on the go. If you don't have airtime, first top up your airtime – your service provider allows this transaction free of charge.

How long must I wait until I can use mobile banking?
There is no wait at all. Once you have successfully registered via the app, USSD or website can start using Mobile Banking immediately.

What is USSD?
USSD (unstructured supplementary services data) is a technology similar to SMS. USSD is present on all South African GSM (global system for mobile communications) networks. It is more secure than SMS as it doesn't store any typed information on the cell phone. The service is session-based, which means that in each session you will be validated and transaction information can be saved.

How long does a session last after I access the service?
The session duration is determined by the service providers and typically allows you to transact within 2 to 3 minutes (ask your service provider how long their USSD sessions last). If you've lost connection or the session times out and you've already typed information in or made a menu selection, you can continue your transaction at the point where you left off by redialling the service within 5 minutes of the disconnection or timeout.

My cell phone suddenly stopped responding. What happened?
This means that you've reached the time limit for a session set by your service provider – this is referred to as having "timed out". If this happens and you confirmed your transaction by entering your Mobile Banking PIN, the transaction will still be processed and a SMS confirmation will be sent to you. If you've not confirmed by entering your Mobile Banking PIN yet, you can resume the transaction by dialling the service within 5 minutes.

What type of cell phone do I need for Mobile Banking?
What should I do if my mobile device is lost or stolen?
Your card information is safe and secure with PayPay, and is not stored on your device. Without your personal SecureCode no one besides you will be able to transact with your PayPay app.
Almost any cell phone that can receive and send SMSs can be used to access Mobile Banking.


What are the airtime costs for using Mobile Banking?

Service providers usually charge 20c for 20 seconds. You can confirm the exact cost with your service provider.

How secure is Mobile Banking?
Mobile Banking requires you to register a Mobile Banking PIN at the branch when you register for the service. This PIN is used whenever you do a financial transaction and must NEVER be shared with anybody. If your cell phone is lost or stolen, you can suspend access to the service at your nearest branch or by calling Client Care on 08XXXXXXXX. You can also change your Mobile Banking PIN at any time using Mobile Banking should it have been compromised.

Can I use someone else's cell phone for Mobile Banking?
Your Mobile Banking service is linked to a specific cell phone number. This means that once you've registered, you can only use a cell phone containing your SIM card with your verified cell phone number. If your cell phone is damaged or you replace it, you'll need to insert your SIM card with your verified cell phone number in the new cell phone.

What must I do if someone knows my Mobile Banking PIN?
Access Mobile Banking immediately and change your PIN. If you can't change your Mobile Banking PIN, suspend your Mobile Banking service immediately by calling our 24hr Client Care Centre on 086xxxxxxx. Remember to keep your PIN secret and never write it down or share it with anyone, even if they claim to be PayPay staff.

I've lost my cell phone. What must I do?
You must cancel your Mobile Banking service to ensure that no one else can access your account. Please call our 24hr Client Care Centre on 08xxxxxxxxx

I've forgotten my Mobile Banking PIN?
Xxxxxxxxxxxxxxx

I bought airtime and did not receive it. Why?
We have no control over the service providers' systems and, as a result of technical issues on their systems, we may not be informed or aware of problems. This means that there could be delays in your airtime being topped up. We'll try process the transaction or reverse it the next business day after a reconciliation has been done.

I bought electricity and didn't receive it. Why?
We have no control over the municipalities' and electricity issuers' systems and, as a result of technical issues on their systems, we may not be informed or aware of problems. We'll either deliver the electricity token by SMS if we receive it or reverse your money immediately if it failed.

What are the fees for Mobile Banking?
There is no monthly subscription fee for Mobile Banking. Balance enquiries, transfers to your own linked accounts, airtime purchases, electricity purchases and viewing your last electricity token purchased are FREE. Payments to other PayPay clients, and money in or money out SMSs, after registering for SMS Update on Mobile Banking, will be charged for.

Are there daily transaction limits?
Yes. The following daily transaction limits apply:
• Prepaid airtime up to R1 000
• Prepaid electricity up to R2 500 (depending on your vendor)
• PayPay client payments up to R5 000

I lost/deleted the SMS with my electricity token. Can I view it again?
You can only view the last electricity token that you bought.

Which service providers are supported for airtime purchases?
We currently support 8ta, Cell C, MTN and Vodacom for direct airtime top-up.

Can I use Mobile Banking when travelling overseas?
For technical reasons beyond our control, Mobile Banking can only be used within the borders of South Africa.

Is the cell phone app secure?
The app was developed with security top of mind. Once the app is installed and activated on your cell phone, your money will be safe. Keep your Remote PIN secret and never share it with anyone.

Can my accounts be accessed by an unauthorised SIM swap?
No. No other person can access your accounts using the app if they do an unauthorised SIM swap on your cell phone number because it's linked to your cell phone.

What if the cell phone on which I activated the app was lost/stolen?
This is why we ask you to choose a Remote PIN that is NOT EASY to guess. Keep your Remote PIN secret and never share it with anyone – it will help keep your money safe. Contact us immediately if your cell phone is lost or stolen and we will suspend your Remote Banking access.

Can I activate the app on more than one cell phone or a tablet device?
No. For security reasons, you cannot.

How much does it cost to use the app?
Access is free and there are no subscription fee. Transaction fees apply for payments and payment notifications. See our transaction fees for details.
Cell C, Vodacom and MTN subscribers with Android, Blackberry 10 and iOS devices pay zero data fees when using our app. This means you dont need airtime or data to use the app, and you dont pay for any airtime or data you do use on these networks and devices.
We're still negotiating with Telkom, and phones with Windows Mobile, Blackberry 6 and 7 will soon be supported too.

I forgot to sign out after using the app. Is my money safe?
Yes. You will be automatically signed out 5 minutes after last using the app.

What happens if my card is lost or stolen, or has expired?
When your card expires and is reissued, you will need to update the card details according to your new card. Alternately you can delete your old card details and load the new card.



What is the PayPay PayPay app?
PayPay by MasterCard® is a free digital wallet which stores payment and contact information in one central, secure location. This app improves your online shopping experience by making the checkout procedure faster and safer.
It makes it faster because you only need to enter your card, billing and shipping details once. It is saved to the app and does not need to be re-entered.

Is my card information stored within the PayPay wallet?
No, as soon as your card information has been entered into the wallet, your card number is automatically replaced by a token. This token will be used for transactions, keeping your card information private and secure at all times.

What type of devices support the PayPay PayPay app?
PayPay has been designed to function on smartphones and tablets that support Android OS, Apple iOS and Windows. The smartphone and tablet needs to have an active SIM card and mobile data for it to operate.

How do I download and install the PayPay PayPay app?
To use PayPay all you need to do is download the PayPay app and register. Follow these steps:
1. Before you start, ensure that you are registered for online shopping (e.g. MasterCard® SecureCode™) at a branch and have sufficient data
2. Download the PayPay PayPay app from the Apple, Android or Windows app stores on your phone
3. Install the app and accept the terms and conditions
4. Scan your card or enter your card number. The wallet can take up to 6 MasterCard or Visa cards
5. Load your billing and shipping information
6. Secure your information with a password. For extra security, your PayPay profile password should differ from your other apps
7. You are now ready to experience quick, secure and convenient online shopping

How do I use the PayPay PayPay app once I've downloaded it?
1. When you are shopping online and you would like to check out your basket, choose the PayPay option at any participating store
2. A QR code (Quick Response code*) with a numeric code below it will be displayed
3. Open the PayPay PayPay app and scan the QR code or enter the numeric code in the space provided
4. PayPay will then prompt you to choose a card from your list of cards
5. Once you have chosen your (PayPay) preferred card, PayPay will request the CVC/CVV of your chosen card and SecureCodeâ„¢ password that you set up when you registered for online shopping at the branch
6. After you have successfully entered your SecureCode password, the payment will be processed and you will receive confirmation by e-receipt. You can go back to your list of e-receipts within the app at any time
*QR code is a matrix type/2D barcode that is optically readable that contains information within it with regards to the payment.

Is PayPay PayPay secure?
The app was developed according to the strictest security standards. However, it remains your responsibility to protect your personal information, e.g., your password.

What cards can I load in the PayPay PayPay app?
MasterCard and Visa debit and credit cards, enabled for online shopping.

Where can I use the PayPay PayPay app?
Visit PayPay.co.za to see the latest list of participating merchants. A Buy with PayPay button will appear on the checkout page of participating stores.

How much does PayPay PayPay app cost?
There are no fees or charges to clients to use the PayPay app.

What happens if my card is lost or stolen, or has expired?
When your card expires and is reissued, you will need to update the card details according to your new card. Alternately you can delete your old card details and load the new card.

What should I do if I think someone else knows my PayPay PayPay app password?
You are able to reset your app profile password by choosing Change Password from the menu. Please note you will be required to re-enter your shipping and billing details for your profile as your old details will no longer be available when you reset your profile password.

What can I do if I think my card stored in the PayPay PayPay app has been used fraudulently?
If you notice any suspicious transactions on your account or suspect that you may have been a victim of fraud, contact us immediately on 08xxxxxxxxx to report it.

How do I view, update or edit any of my profile details that I provided when I first used the PayPay PayPay app?
You can update your personal information by choosing the menu at the top of your app home screen. Enter your profile password and view, update or edit any of your details.

What should I do if my mobile device is lost or stolen?
Your card information is safe and secure with PayPay, and is not stored on your device. Without your personal SecureCode no one besides you will be able to transact with your PayPay app

How do I add a new payment card into the PayPay app?
Choose the Cards tab on the home page of your PayPay app. Choose the + button on your screen and follow the prompts to enter your new card details.

How do I remove a card from the PayPay PayPay app?
From your home screen on your PayPay app select the Cards tab and select the actual card you would like to remove. You will be asked to Remove Card.

How do I change my preferred payment card in the PayPay PayPay app?
To change your preferred payment card, from your home screen on your PayPay app choose the Cards tab and choose the card that you would like to set as your new default card. You will be asked to set as your default card.


Need some help or assistance with the PayPay PayPay app?
Contact us on our 24hr channels:
T 08xxxxxxxxxx
F +27 xxxxxxxxxx
E ClientCare@paypay.cash