FAQs

Zeepay Mobile Money is a fast, simple, convenient, affordable, and electronic wallet service that allows customers to easily store, send, and receive money. Much like a physical wallet, this digital wallet gives you somewhere to store your money, but with even more features and security. For instance, the Zeepay Wallet has compatible Near Field Communication (NFC) technology that allows you to link your wallet to your NFC tag. This functionality makes your mobile wallet accessible without a mobile phone. The service is offered by Zeepay in partnership with various third-party partners including banks.

You need an active mobile number on any network.
Dial the USSD short code *270# and follow the prompts.

You do not. You can register for Zeepay Mobile Money on your existing sim card even with an existing wallet.

Zeepay mobile money stores funds in a secure electronic account linked to a mobile phone number.

As mobile money is a similar concept to a bank account, funds held in a mobile money account are protected by Bank of Ghana regulations. Zeepay is required to check the identity of users - making it much harder for fraudsters and criminals to use these services illegally.
Every transaction requires identification in the form of a secret PIN which you need to keep secret from others. Additionally, mobile money services store a record of every transaction and account balance, so even if the phone or SIM card is lost or stolen, the user’s money is kept safe.

- Lower fees for cash out and transfer services
- Direct wallet to bank transactions
- Micro Insurance for as low as GHS2.50
- Receive, convert, and transfer cash pick up remittance into wallet.
- Send and Receive Money from all wallets regardless of the network.
- Buy airtime across all networks for your loved ones anywhere in the world from right here in Ghana.

a. Cash in at any agent location by paying cash
b. Transfer e-value from any other mobile money wallet
c. You can also fund your wallet by visiting our website-myzeepay.com, select ‘Visa Top Up’ at the top right corner and fill out the form. This is done is seconds.

a. Anyone with a valid sim across all networks
b. Any bank account without necessarily linking them.

You can contact the Zeepay support team in the app or directly to reverse the funds.

a. Visit the nearest Zeepay agent for ease of redemption.
b. Generate a onetime password and key in at an ATM machine for cardless withdrawal
c. You can also transfer the funds to a third-party network (MTN/ AirtelTigo/Vodafone) or any bank account.

It is free to maintain your Zeepay Mobile Money wallet. Charges are only applied to transactions you perform..

During registration, you will need to provide the following details.

Tier 1 Registration

- Full (legal) name, exactly as it appears on your photo ID
- Date of birth, exactly as it appears on your photo ID
- A valid photo ID issued (passport, Voters ID, driver’s license, NHIS or Government- issued ID)
- Full residential address
- Your mobile telephone number, which will be your Zeepay Wallet number
- GPS/ digital address (optional)

Tier 2 Registration

In addition to the above, we will need
- Proof of Address
- Email Address
- A clear picture of the ID
In order to register on our tier 2 services and be able to transact up to GHS10, 000 in a day, call our office on 0308249000/0308249001.

It is important to keep your money safe. By asking for official identification, we can verify that people sending money are who they say they are, and should you lose your phone, we can authenticate you and your account. We are also required by the Bank of Ghana to carry out “Know Your Customer” compliance checks.

Your money is safe because your wallet is protected by your mobile money pin. Please contact Zeepay to block your wallet by first authenticating yourself. Once you successfully replace your sim or phone, the wallet will be unblocked. You can contact our support team on support@myzeepay.zendesk.com.

Yes, you can send money from your Zeepay mobile wallet to any network or bank account in Ghana. Individuals not registered to any mobile money service will receive a token code by SMS that will be needed in withdrawing the funds at an agent point.

No, you do not. Mobile money is available to anyone and you can send directly into any bank account with your Zeepay mobile money wallet.

Yes, you can but you would need to be on roaming to access the service as per your mobile network requirements.

To do that, the person will need your PIN, you are advised not to share your PIN with anyone.

a. For tier 1 users, you can only transact up to GHS5000 in a day.
b. For tier 2 users, you can transact up to GHS10000 in a day.

A reversal occurs when a sender sends funds into a wrong *active mobile wallet or *inactive mobile wallet

When our service delivery team receives a request to reverse funds,
(i) For wallet transaction
• a reversal request is sent to the TELCO to help retrieve funds
• Always be sure to state the reason for reversal as this is a standard requirement for every reversal
• Note that every TELCO has their underlying policies with regards to REVERSALS.
a. MTN’s reversal policy - “Per the new policy, recipient will be contacted within three (3) working days for approval, once consent is given, we will proceed with reversal if funds still sits in the account. On the other hand, if the recipient does not answer the calls within three (3) days, funds will be released to the sender's account”
b. AIRTELTIGO and VODAFONE seek consent from wallet holder before initiating a reversal, if wallet holder cannot be contacted after 24 hours, funds are reversed. Kindly note that all reversal timelines are determined by the TELCO and we can only provide an update when they do

A cancellation occurs when a cash transaction once available for pick-up is no longer available to be picked up upon request by sender. Cancelled funds are invalidated from being picked up usually on the request of the sender or agen.

We will notify you that funds have been cashed out by the wrong recipient and advise on the next step if there are any available options.(ii) For bank account transactions
• A recall request is sent to the bank
• Always be sure to state the reason for recall as this is a standard requirement for every recall
• Kindly note that all recall timelines are determined by the policy of the beneficiary bank and the consent of the account holder.

When a cancellation request is received, we call the beneficiary to confirm if funds have been redeemed or not. After confirmation we proceed to initiate the cancellation request and subsequently cancel. The cancelled transaction appears in our system in a maximum of 24 hours.

*Active mobile wallet - a currently functional wallet, to which receiver has access to *Inactive mobile wallet - a dormant wallet, which receiver may or may not have access to anymore

When picking up cash, you will need the 10-digit MTCN reference number along with a valid national ID. This 10-digit reference number will be sent to the beneficiary via SMS by Zeepay

Once at the bank the recipient requests for a Zeepay cash pick up form; fills the form and proceeds to access

You will need any of the acceptable national ID cards i.e. Passport, Voters ID card, SSNIT card or Driver’s License

You will need a registered Zeepay mobile money wallet and your MoneyGram transaction reference ID.

Dial *270#, select option 7 and follow the prompts to complete your redemption

It is absolutely FREE to redeem your cash pick up transaction directly into your Zeepay Wallet.

You can redeem the funds of the transfer immediately.

The ‘MoneyGram to Wallet’ option allows you to redeem your MoneyGram remittance cash pick up directly into your Zeepay wallet at no charge.

You can redeem the full transaction amount into your Zeepay mobile money wallet.

Your balance limit, per your KYC, may make it impossible to complete your redemption until you have drawn down on the funds in your wallet .

This is the total amount of funds your wallet can hold at a time;

For Tier 1 users, GHS15,000

For Tier 2 users, GHS30,000

Contact Zeepay support on 0308249000 for immediate assistance.

Each Reference number can only be redeemed once.