Frequently asked questions.

Wallet

I cannot link a card to my wallet


1. When linking a card to your wallet, use the 7-digit serial number provided and NOT the card number.
2. You do not have an approved KYC status.
3. You have completed the KYC process and been approved but NOT selected UPGRADE LIMITS in-app under the KYC Limits menu option




I forgot my password


I was logged in and closed my App
1. Click the Forgot Password on the My-iMali login screen
2. Your username and email details will be displayed
3. Click the "Update" button
4. You will receive an email with your new password
5. Remember to update your password in "About Me"

I was not previously logged in to my App
1. Click the Forgot Password on the My-iMali login screen
2. Enter your username and email or mobile number
3. Click the "Update" button
4. You will receive an email with your new password
5. Remember to update your password in "About Me"




I do not see my deposit into my wallet


If you have made a Deposit at an ABSA ATM, EFT IN (via internet banking) or ABSA Branch. (Please refer to Deposit Timelines)
Please contact My iMali support with the folliwing information.
- Date and Time of Deposit
- ATM, EFT or Branch
- Amount of Deposit
- Reference Number used
- Account Number Used
- Reference Number (ML Number)
- Email or Whatsapp Proof of Deposit.




I do not see my Pay Out to account (in bank account)


If you have selected to Pay Out to a bank account from the wallet and have not seen the funds in your bank account, please contact My iMali support with the folliwing information.
- Date and Time of EFT OUT
- Amount
- Reference Number
Remember banking timeslines apply, and it could take up to 2 working days.





BenefICIaries

Why do I get an error message: "User does not exist?"


When adding a beneficiary, any information can be added in the 'Beneficiary Name' field. For example: nicknames, ID numbers or employee numbers. The beneficiary reference number and beneficiary username details must be valid wallet details of the person that you are adding as a beneficiary.




Why do I get an error message: "Beneficiary already exists"?


This message will pop-up if you try to add a beneficiary that has already been successfully created.




Why do I get an error message: "Insufficient funds"?


This message will pop-up if you try to send funds greater than the amount you have in your iMali coupon.




Why do I get an error message: "Please select beneficiary to pay"?


This message will pop-up if you have entered the amount you wish to send but not checked the beneficiary name.




Why do I get an error message: "Please enter amounts for all beneficiaries to pay"?


This message will pop-up if you have selected the beneficiary you wish to send funds to but not entered the amount.





Debit Card

What should I do if my My-iMali debit card is lost, stolen or swallowed by an ATM?


You can contact the My-iMali call centre on (012) 111 0345 OR 081 398 6513. Alternatively, you can email us on support@my-imali.com to stop the card. Please provide us with your username card name. Our trading hours are as follows: Monday - Friday: 09h00 and 15h00 (Not including public holidays).




I cannot link my card to my wallet. What should I do?


There are 3 possible reason for this. 1. You have used the incorrect serial number. Please use the 7-digit number found on the envelope that you recieved your card in. 2. You have not been KYC'ed yet. Please refer to the KYC section in your My-iMali App. 3. You have been KYC'ed but have not upgraded your limits in-app. Please refer to the limits section in your My-iMali App.




I forgot my card's PIN. What should I do?


You can contact the My-iMali call centre on (012) 111 0345 OR 081 398 6513. Alternatively, you can email us on support@my-imali.com to stop the card. Please provide us with your full name, surname and ID number/Passport number. Our trading hours are as follows: Monday - Friday: 09h00 and 15h00 (Not including public holidays).




How do I order a new card?


You can contact the My-iMali call centre on (012) 111 0345 OR 081 398 6513. Alternatively, you can email us on support@my-imali.com to stop the card. Please provide us with your username, physcial address, your VE that signed you up with us (your company) as well as your mobile number. Our trading hours are as follows: Monday - Friday: 09h00 and 15h00 (Not including public holidays).




How long does a pay-out to a My-iMali debit card take to reflect?


Pay-outs from your wallet to your card are immediate.




Can I use my card for online shopping?


Yes you can. The My-iMali debit card works for most online purchases. These include transaction for UBER and international purchases. However, there are certain websites/apps which may not allow purchases.




Where can I withdraw cash using my debit card?


Cash can be withdrawn at any ATM, Checkers or Pick and Pay Till. Fees apply





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