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My PayU Wallet FAQ’s

General

What is the PayU Wallet?

The PayU Wallet is a service that enables you to pay for products and services from your mobile phone, tablet or computer. You can store your credit card details for safe and secure payments to your favourite stores without exposing your personal or financial details.

How does it work?

It’s simple: sign up for a PayU Wallet and add a card; then use your card stored in your PayU Wallet to pay for goods and services online.

How much does it cost?

It’s free* to use the PayU Wallet:

  • No sign up fees
  • No monthly fees
  • No minimum balance

*You will be billed at the relevant rates by your Mobile Network Operator for any data usage

What do I need to sign up?

If available in South Africa, in order to sign-up for a PayU Wallet you just need an email address and a mobile number. You do not need a bank account to sign up.

 

The PayU Wallet is currently only available for South African residents and a South African mobile number is required to sign up. This will be verified via a One Time Pin which will be sent to the mobile number you captured.

Is PayU safe and secure?

Yes. PayU keeps your financial and personal data safe for every transaction you make. PayU stores your credit card information using strong cryptographic technology to encrypt your card details and only stores this information in a highly secure data centre. PayU is also PCI DSS Level 1 v 3.1 compliant, which is the highest industry requirement for data security standards. We will never share or expose your credit card number or financial details to 3rd parties or merchants. All connections to PayU are over a secure 256-bit encrypted SSL connection. Card details entered by you are SSL and TLS encrypted and stored in our PCI compliant environment.

How does PayU keep my data safe?

From your computer: When registering or logging in to PayU, we verify that your Internet browser is running Secure Sockets Layer 3.0 (SSL) or higher

When sending information to and from your computer: Your information is protected by SSL with an encryption key length of 256bits (the highest level commercially available)
On PayU servers: Your personal information is stored on our servers and heavily guarded, both physically and electronically. To further protect your credit card number in our Level 1 PCI environment, we do not directly connect our firewall-protected servers to the Internet.

To learn more about our commitment to protecting your data safe, please read our Privacy Policy which is accessible at https://www.payu.co.za/legal/privacy-policy-updated

Can I use PayU to make payments using my mobile phone, tablet and computer?

Yes. You can use PayU to pay on all three channels.

 

Purchasing Prepaid Electricity, Airtime and Bundles

How do I use my PayU Wallet to purchase prepaid electricity, airtime and bundles?

When viewing the homepage of the PayU Wallet (which we affectionately call our Dashboard) there are options to buy airtime, data bundles, SMS bundles and prepaid electricity. By clicking these options, you are guided through the process of purchasing these services using the payment options available in your PayU Wallet.

How do I know if I can buy prepaid electricity for my area?

Supported providers include:

  1. Eskom
  2. City of Cape Town
  3. JHB City Power
  4. Tshwane
  5. eThekwini (Durban) – Exclusive
  6. Mangaung (Bloemfontein)
  7. Ekurhuleni (East Rand)
  8. Emalahleni (Witbank, Oogies and Kriel)
  9. Polokwane
  10. Govan Mbeki (Secunda)
  11. George
  12. PEC Meters
  13. Drakenstein (Paarl)
  14. Sol Plaatjie (Kimberley)
  15. Richards Bay
  16. Stellenbosch
  17. Lekwa (Standerton) – Exclusive
  18. Worcester
  19. Overstrand (Hermanus, Kleinmond)
  20. Randfontein
  21. Madibeng (Brits)
  22. Knysna
  23. Kokstad – Exclusive
  24. Mogalie City (Krugersdorp)
  25. Midvaal (Meyerton)
  26. Bitou (Plettenberg Bay)
  27. Power measurement
  28. Ga-Sekonyana (Kuruman)
  29. Kgatelopele Municipality
  30. eDumbe
  31. Newcastle
  32. Port Alfred
  33. Prepaid World
  34. Landis Vending Burea (Private utilities)
  35. Rustenberg Local Municipality
  36. Metsimaholo Local Municipality
  37. PrepaidMeters.co.za
  38. Merafong City Local Municipality
  39. Bela-Bela Municipality
  40. Theewaterskloof
  41. Bethlehem
  42. Nkomzi
  43. Sundays River
  44. Ndlambe Local Municipality
  45. Sol Plaatje Municipality
  46. uMhlathuze Municipality (Richards Bay)
  47. Greater Mossel Bay Municipality
  48. Emfuleni Local Municipality
  49. Khara Hais Muncipality
  50. Saldanha Bay Municipality
  51. Kouga Local Municipality
  52. Makana Local Municipality

 

Please note: the supported providers may be subject to change without notice.

 

Making Payments

How do I use my PayU Wallet to pay for goods/services online?

If you are on a website that accepts the PayU Wallet as a payment method, look for the PayU logo when making a payment, select “PayU Wallet” as your chosen payment method, login to your PayU Wallet, and then choose to pay with a stored credit card in your PayU Wallet.

How do I pay using a QR Code on the PayU Wallet mobile app?

If the PayU QR code is available as a way to pay on the online store’s payment page, you can use your PayU Wallet mobile app to pay.

 

Once you are logged into the PayU Wallet mobile app, select the button with the QR Code icon at the bottom of your screen. Scan a PayU QR Code on an online store’s payment page using your mobile device. Choose to pay with a stored credit card in your PayU Wallet and complete the payment process.

Is there a limit to the transactions I can make?

Yes, there are transaction limits in place to help PayU manage the security of your PayU Wallet and protect your cards. Click here to view the Limits.

Can I use my PayU Wallet in other countries?

No. At the moment, the PayU Wallet is limited to South Africa. You will require a valid South African mobile number to sign up. The number will be verified via a One Time Pin during the sign up.

 

Support

What type of credit cards can I use with PayU?

You can link these credit cards to your PayU Wallet:

  • Visa
  • MasterCard
  • American Express
  • Diners Club

Some online stores will only accept certain credit cards. When making a payment, PayU will indicate which credit cards the online store accepts.

How do I add a card to my account?

On the Consumer Portal:

  • Log in to the Consumer Portal
  • On the homepage (the Dashboard) click the ‘Add a card’ button
  • Complete the required card information and click Continue. Note that an amount of R 5.00 will be reserved and then cancelled on your card to validate the details. No amount is actually taken out of the account.

How do I remove a card from my account?

On the Consumer Portal:

  • Log in to the Consumer Portal
  • On the homepage (the Dashboard) click the trash-can icon next to the card you would like to remove
  • Click OK to confirm the removal of the card from your account

Can I load the same card to more than one PayU Wallet account?

No. A user can only have one PayU Wallet account. This means that you cannot load the same card on more than one PayU Wallet Account.

How many cards can I save with PayU?

You can store a maximum of three active cards in your PayU Wallet at a single point in time

Can I withdraw the PayU Wallet Balance funds once they are in my PayU Wallet?

No - currently the funds cannot be withdrawn once they are in the PayU Wallet, although you are able to pay for goods and services at our multiple partner stores. Click here to see them all

What happens if I pay to the wrong banking account, PayU Wallet or mobile number?

Payments and transfers to the wrong account can only be refunded with the consent of the account holder who received the funds in error. Please check your payee banking details and your mobile numbers very carefully! Although we check the number of digits, we are unable to check the correctness of the details itself and PayU cannot be held liable if such details are entered incorrectly.

 

It is also important that you ensure you are paying the correct amount into the correct account. Once you have submitted the payment, it is not possible for PayU to cancel it. We can assist with the attempted reversal of this transaction by contacting the beneficiary bank, but we cannot be held liable if this proves unsuccessful.

I am not receiving any emails from PayU – what must I do?

First check your trash/junk folder in your email account. If you do not find the PayU emails there, the email address that we have on file could be incorrect. To resolve this issue, please contact the PayU Call Centre on 086 111 PayU (7298), email us at support@payu.co.za

My PayU Wallet is locked – how do I unlock it?

To unlock your PayU Wallet , contact the PayU Call Centre on 086 111 PayU (7298). For security reasons, you will be required to identify yourself and complete certain security checks before your account is unlocked.

I have forgotten my PayU password or PIN – how do I retrieve it?

To reset your PIN, simply click on the “Forgot your password/pin” link when logging in on either the PayU website or the PayU mobile app and follow the instructions.
Note: You will be required to answer a security question before you can set a new PIN. Should you wish to reset your Password, you would first need to set a PIN, log into the Consumer Portal, edit your profile and update the Password.

I lost my phone / changed my phone number – how do I change the mobile number linked to my PayU Wallet?

Contact the PayU Call Centre on 086 111 PayU (7298). You will be required to identify yourself and complete certain security checks before the mobile number linked to your PayU Wallet can be changed.

To view your transaction history:

  • Log in to the Consumer Portal or the Android mobile app
  • Your last few transactions are displayed in the Dashboard
  • To view more transactions, click 'See all transactions' on the Consumer Portal or ‘See more’ on the mobile app
  • Clicking on a transaction will show its details.

 

 

Safety and Security

Is the PayU Wallet safe to use?

Yes! We ensure that all your personal information is safe and secure, by storing your credit card information using strong cryptographic technology to encrypt your card details and only stores this information in a highly secure data centre. We are also PCI DSS Level 1 compliant, which is the highest industry requirement for data security standards. We will never share or expose your credit card number or financial details to 3rd parties or merchants. All connections to PayU are over a secure TLS connection.

How do I contact a PayU Wallet customer support representative?

If you were unable to answer your question from our support FAQs and need further assistance please contact 086 111 7298 or via email to us on support@payu.co.za

How do I keep my PayU Wallet safe?

Never, ever give away your PIN/Password or Secret Answer to anyone. These are both cornerstones to access your payment methods, and confirm payments. If you think that your PIN/Password is no longer safe, contact us immediately so we can help you.

But what if someone from PayU contacts me requiring my PIN?

Employees or representatives of PayU will never contact you to ask you for your PIN or password. If someone from PayU requests your PIN please request their name and then hangup. Contact our official Support Centre at 086 111 7298 and report this incident with the name of the person you spoke to.

 

Never be afraid to ask for proof!

What should I do if I believe fraudulent purchases were made on my card account?

Contact our Support Centre at 086 111 7298 immediately with details of the fraudulent transaction.

How do I report a website or email that purports to be from PayU but that I think is fake?

PayU Wallet users should always safeguard their personal information and not respond to any suspicious emails or other inquiries. If you receive a suspicious email or a link to a suspicious website, please forward the email or website URL to support@payu.co.za