FAQs

Frequently Asked Questions

Zeepay Mobile Money (16)

1. What is Zeepay mobile money/wallet?
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.
2. How do I get a Zeepay wallet?
First, you need an active mobile number regardless of the network. Download the Zeepay app on the google play store and self-register following the prompts. You will receive a one-time pin (OTP) to activate your account and set your four-digit pin which will be required to authorize every activity on your Zeepay wallet.
OR
Dial the USSD short code *270# and follow the prompts. You can also visit any Zeepay mobile money merchant to register.
3. How does Zeepay mobile money/ Wallet work?
Zeepay mobile money stores funds in a secure electronic account linked to a mobile phone number.
4. How safe is Zeepay mobile money?
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. 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. Additionally, every transaction requires identification in the form of a secret PIN which you need to keep secret from others.
5. What are the benefits of a Zeepay mobile wallet?
Lower fees for cash out and transfers services
Direct wallet to bank transactions
Micro Insurance for as low as GHS2.50
Receive, convert and transfer cash pick remittance into wallet
6. How do I load money into my Zeepay mobile money wallet
You can load money into your mobile money wallet at any Zeepay mobile money merchant by paying cash, transfer e-value from any other mobile money wallet or linking your mobile money wallet to your bank account.
7. What happens when I send money into a wrong Zeepay wallet?
You can contact the Zeepay support team in the app or directly to reverse the funds.
8. How do I access the fund in my Zeepay wallet?
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.
9. How much does it cost to have a Zeepay wallet?
It is absolutely free to maintain your Zeepay mobile money wallet. Charges are only applied to transactions you perform.
10. What do I need to get a Zeepay wallet?
You can visit any Zeepay merchant/agent point, office or website and provide the following details; 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 and proof of residential address
Email address (if available)
Your mobile telephone number, which will be your Zeepay Wallet number
GPS/ digital address (optional)
11. Why do I need to provide a photo ID?
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.
12. What do I do if I lose my mobile phone?
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, the wallet will be unblocked.
13. Can I send money to someone who is not registered on Zeepay mobile money?
Yes, you can send money from your Zeepay mobile wallet to anyone in Ghana; the receiver doesn’t need to have a mobile phone or be a Zeepay customer.
14. Do I need to have a bank account to use Zeepay mobile money?
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.
15. Who can use the Zeepay mobile money service?
The Zeepay mobile money service is available to all mobile network users. If you have a sim, you can get a wallet.
16. When will Zeepay Mobile Money be available?
Zeepay mobile money will be available by the 30th of June,2020.

Cash Pick-up (receiving) (8)

1. What information do I need to pick up money that was sent to me?
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
2. What do I do when I get to the bank to pick up funds?
Once at the bank the recipient requests for a Zeepay cash pick up form; fills the form and proceeds to access
3. Do I need any identification to redeem funds?
You will need any of the acceptable national ID cards i.e. Passport, Voters ID card, SSNIT card or Driver’s License
4. How can I find an agent location to pick up money that was sent to me?
In Ghana all Access bank branches are available for the service. The beneficiary may also call the service number quoted in the Zeepay SMS they receive for further assistance
5. What are the currency options when receiving money?
The only currency available is in Ghana cedis
6. Do I have to pay any money to redeem my remittance?
No. Redeeming remittance is free of charge, you get the exact amount that was sent
7. Why was I denied funds at the pickup location?
The most common reasons for being denied funds are:
● You did not have acceptable form of identification.
● You did not visit a Zeepay agent location.
● The name the sender used on the transaction does not match the name on the beneficiary’s ID eg:
Name on transaction- Ama Konadu
Name on beneficiary ID card – Ama Konadu Boateng
8. Must the beneficiary name on the transaction match the name on my ID?
Absolutely! For a memorable experience we advise that the sender uses the exact names on the beneficiary’s ID card so as not to cause any delays or rejections at the bank. For any other question kindly contact us on 0302905140 or 0302905700

MOBILE WALLET REVERSAL (6)

1. What is a mobile money wallet reversalL?
A mobile wallet reversal occurs when funds terminated into a mobile wallet is returned to the initiator
2. What are the circumstances by which a reversal takes place?
A reversal occurs when a sender sends funds into a wrong *active mobile wallet or *inactive mobile wallet
3. What are the procedures and timelines for reversals?
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
4. What is a cash pickup cancellation?
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.
5. What happens when a wrong recipient cashes out funds?
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.
5) WHAT ARE THE PROCEDURES FOR CANCELLATION?
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