FREQUENTLY ASKED QUESTIONS
What is Mukuru?
Mukuru is an online remittance company. We are a UK based entity with a London call centre staffed by graduates. We offer customers all over the world the opportunity to send money, goods and services to their relatives or friends back home.
Mukuru Services and Account Information
What can Mukuru offer me?
Mukuru enables you to support your loved ones at home in a cost-effective manner. We know how hard people work for their money these days, so it is our goal to facilitate extremely convenient value transfers at the minimum level of cost. Mukuru is a quick and easy method of purchasing goods or services. If you get stuck and don’t like computers, we have a friendly customer support team that can help you transact entirely over the telephone.
What is a Mukuru account?
A Mukuru account is a confidential account, held with us, which keeps track of both your orders and your recipients’ details. If you are an online customer you can place orders, view and amend recipient details, and even replicate previous orders, all online, using your account. If you prefer to transact over the telephone you will still have a Mukuru account, only one of our operators will manage it for you, amending the details of your orders as and when you wish to place them.
Can anyone sign up for a Mukuru account?
Absolutely! As long as you are over 18 years old you can set up your own account by registering with us online. If you do not have access to a computer, or dislike computers, then simply contact our call centre and our friendly staff will help you to sign up for a telephonic account.
How long will it take to sign up?
Just a few minutes if you happen to be online! Simply follow the prompts on the website. It’s as easy at that.
How confidential and secure is Mukuru?
Mukuru is an extremely secure and confidential website. And there is no chance of Mukuru giving your details out to any third party organisations because we are unable to see your credit/debit card details ourselves. Your details will be captured and stored on a secure server by our card authorisation authority.
Why can’t I use my friend’s Mukuru account?
To ensure that our high standards of security are maintained, we will not allow anyone else to use your account, nor will we allow you to use someone else’s account. To help us maintain the highest security standards please take a couple of minutes to establish your own, personal Mukuru account.
Why am I asked for my customer number when I call?
Having your customer number close at hand allows our customer service staff to access your details quickly, making it easier for them to assist you further.
What is a Mukuru order?
An order is a registered purchase of a product, or service, that you have created either online or telephonically.
How do I place an order?
To place an order, follow the simple prompts on the Mukuru website. First choose the product or service that you would like to purchase. You will then be asked for your recipient’s details: name, address, cellphone number, ID and preferred collection region. Finally, you will be asked to indicate your preferred method of payment. You will be given an order number, which must be used as a reference when paying (see payment methods). The order number should also be quoted if you have any queries or amendments related to an order.
If you prefer to transact telephonically simply drop our call centre a line, and one of our friendly customer service staff will help you to place your order.
Account Verification and Authorisation
What is account verification?
Verifying your account is a simple process. When you create an account or change your email or mobile number, we will send a verification code to your email address and mobile number. To verify your email address, just click the link in the email. To verify your mobile number, just enter the verification code in your account. It’s that simple.
Why verify my Mukuru account?
Mukuru uses both email and sms to confirm orders. We want to be sure we have the right email address and mobile number for you. We also want to be sure that our emails to you are not being blocked by spam filters and that you can receive sms from us.
What happens if I don’t get my verification code?
If you do not receive your verification email within 24 hours, please contact our support department and we will assist you.
Money transfer authorisation
Once your accumulated expenditure has reached a certain level, HMRC UK Laws and Regulations obligate Remitix to obtain a copy of your passport (photo page), as well as proof of your address.
These documents are only required once, from which point on you will become an authorised customer. Unfortunately faxed copies of such documents are unacceptable by UK law – so please use the following methods to get your account up to date:
Scan your proof of ID (photo page of passport or UK driver’s licence or EU ID card) and upload using our document validation service or email the images to firstname.lastname@example.org.
Take a digital picture of your proof of ID and proof of address and upload using our document validation service or email them to email@example.com.
If you wish to post any hard copies, you can do so to the following address:
PO Box 85
Please quote your full name and your customer ID on your chosen correspondence. Once we have received your documents it will then take no more than 24 hours before you are authorised. Any problems with your documents will result in delays but we will try contact you if there are any issues.
WE MUST BE ABLE TO SEE YOUR PICTURE CLEARLY, AS WELL AS ALL OF THE DIGITS ON THE FOOT OF YOUR PASSPORT PAGE.
Payments can be made to Mukuru using your debit/credit card. Rest assured your details will be secure.
Please be aware that you cannot use a debit/credit card that is not in your name on the website. If the name on the card does not match the name on your Mukuru account, then you card will automatically be rejected during the order process.
How long will it take to be able to send money?
You can send money home today! As soon as you have signed up for your Mukuru account, either online or over the telephone, you can then immediately start sending money back home.
How much money can I send?
You are cleared as a new customer to send up to a certain level on your account before you need to become an authorised customer. UK laws and regulations require that customers become authorised once their accounts have reached this level. Please see Why do I need to be an authorised customer? for further details.
How do I send money?
Quickly and easily! You can place an order online, or simply contact our call centre and we will help you to place your order. You will need to have your recipient’s details close to hand.
Large Money Transfers
Why do I need to send additional documents for large money transfers?
In order to comply with UK Money Transfer License Requirements, specifically MLR 9 guidelines, it is necessary that you provide additional documentation.
How much is a large money transfer?
There are various levels, depending on the verification that we’ve done on your account. Once you’re logged in, you will be able to see your limit and what you need to do to increase it on our Verification page. There is no upper limit on how much you send as long as you provide the correct documents.
What documents do I need to send in?
The documents we require depends on the amount you’d like to send. Once you’re logged in, please go to our Verification page where we will guide you through what you need to send in. We’ve kept the document requirements to a minimum, while still complying with local legislation. Please note we cannot accept faxed documents due to quality loss – documents must be SCANNED and emailed in or uploaded on our Verification page.
Cash Collections (USD)
How are US Dollars to be collected?
Your recipient will be sent a voucher number with collection details. They will need to take this voucher number/ the name of their sender/ the amount they are collecting and their ID, to CBZ or CABS Bank, where they can collect their funds.
Angwa City Mall – Angwa,Kwame Nkruma
Herbert Chitepo – Herbert Chitepo,Sam Nujoma
Westgate – Westgate Shopping Centre,Lomagundi Road
ABC Branch – Shop Number 16 Bulawayo Centre Mall Cnr Main and Ninth Avenue
Stand 252, Freddy Jameson Street, Karoi Township
Stand 6467, Kwekwe
Stand 2575, Mykol Motors Complex
376 Robert Mugabe Way, Masvingo
31 Second Street, Mutare
First Street – Corner First Street and George Silundika
Park Street – Corner Park Street and Jason Moyo
Central Avenue – Corner Central Avenue and Fourth Street
Fife Street Gold Branch – Corner Ninth Avenue and Fife Street
Cabs Centre Bulawayo – Corner Jason Moyo and Ninth Avenue
How long before US Dollars are ready for collection?
USD is ready for collection instantly once payment is confirmed. Confirmations can be made the same day if cash deposits are made before one pm in the UK. Card purchases are confirmed by our validation team every hour, telephonic card purchases are instant.
Cash Collections (Rand)
How are RANDS to be collected?
Your recipient will be sent a voucher number with collection details. They will need to take this voucher number/ the name of their sender/ the amount they are collecting and their ID, to CBZ Bank or CABS Bank, where they can collect their funds.
How long before RANDS are ready for collection?
RAND is ready for collection instantly once payment is confirmed.Confirmations can be made the same day if cash deposits are made before one pm in the UK. Card purchases are confirmed by our validation team every hour, telephonic card purchases are instant.
Loan Account Payments (FCA)
What information do you require before I can send money?
When you want to send money to someone’s bank account you will need to give us the first name and surname of the account holder, the name of the bank that they have an account with, plus the account number and the branch code. If you do not have these details then we cannot transfer money for you.
What will happen if I give the wrong bank details?
If you supply us with the incorrect bank details for your recipient, and your order is sent, then we will need to track those funds. Many of the banks will hold onto the funds until we request that they be returned. There is usually a charge for this service — it is not a Mukuru charge — before the bank will return the misdirected funds. Sometimes the funds will be rejected immediately, and there may be no charge. This is determined by the bank overseas, a process over which we unfortunately have no control.
How do I pay for money orders?
See Payment Options.
How do my family or friends get their money?
Once your order has been placed, and payment has been received, your money will be transferred into your recipient’s bank account directly.
How long does it take to get their money?
This can take up to 3 or 4 working days in some cases, or if sending money to South Africa, roughly 48 hours.
I am overseas and want to pay for my order, what currency do I work in?
Mukuru is a UK-based company, therefore currency will need to be sent into our UK bank account and converted into pounds sterling to pay for orders.
Managing my Account and Tracking Transfers
Fraud Prevention and Consumer Protection
Queries, Complaints and General Information
What should I do if I have forgotten my username or password?
Please use our forgotten password tool. You will receive an email with further information on how to reset your password.
If I am worried about an order what should I do?
Please contact our support department if you have any concerns about your order. Please quote your order number when you call so that we can help you quickly.
Where can I post my complaints?
Complaints should be directed to our support department. Please quote your order number when you call so that we can help you quickly.