FAQs
Once a MyCash customer calls to change their phone number, follow the below process: Verify the KYC information & verify at least 2 account specific i...
Fri, 6 Oct, 2023 at 11:43 AM
Category Use Cases Eligibility Process Comments SLA Fraud Unauthorized card transaction -Fraud Customer calls in to complain of an ...
Wed, 13 Sep, 2023 at 4:58 PM
Once an account reflects as suspended in Huawei/Mobile Money follow the below Steps: SENARIO: Customer states that they receive a message advising that...
Fri, 23 Aug, 2024 at 11:41 AM
Level 1 Account: MyCash Basic Limit Type Limit Type Frequency Limit Tier 1 Transaction Name/Use case Name e.g., Wallet Balance Debi...
Thu, 24 Aug, 2023 at 4:02 PM
Account Closures: We should always attempt to discourage the closure and encourage the user to maintain the wallet. We will engage with the customer by p...
Fri, 23 Aug, 2024 at 12:09 PM
NOTE: A customer can add up to 3 cards to their MyCash Wallet. Any removed card cannot be re-added until after 1 year. Also, if a card is removed, that...
Fri, 12 Apr, 2024 at 4:06 PM
Customer calls and states they are having issues with upgrading their wallet: Verify the customer (regular KYC plus 2 additional questions) and verify ...
Tue, 10 Oct, 2023 at 3:22 PM
When customers advise that they are experiencing issues registering for the MyCash app, kindly follow the below steps: 1. Verify that the customer has ...
Tue, 10 Oct, 2023 at 3:19 PM
All Account will enter an Inactive state from 3 months of inactivity. When there is no financial activity performed for up to six months without balance, th...
Fri, 8 Mar, 2024 at 4:27 PM
N.B: A payment takes 3-7 business days to reflect on the biller's account. A customer may make a payment through the MyCash App however, the customer ...
Wed, 20 Mar, 2024 at 2:56 PM