Look through the list for answers to some of the most common questions asked by our customers.
What is Mukuru?
“Mukuru” is a money transfer business operated by Mukuru Africa (Pty) Ltd in South Africa. We offer customers the opportunity to send money to their relatives or friends back home in a cost-effective manner. We also offer subsidiary financial services to our clients that would otherwise be out of their reach.
Mukuru Services and Account Information
What can Mukuru offer me?
Mukuru helps you to support your loved ones back home in a cost-effective manner. We know how hard people work for their money these days, so it’s our goal to help you make convenient value transfers at the lowest cost.
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. Simply contact our call centre on 0860018555 or dial *130*567# and our friendly staff will help you to sign up.
How long will it take to sign up?
Our sign up process is very quick provided you have the correct documentation, namely: proof of identity, proof of income and proof of residency.
How confidential and secure is Mukuru?
Mukuru is extremely secure and confidential. We continually update our systems and will never pass on your personal details to a third party.
Why can’t I use my friend’s Mukuru account?
To ensure our high standards of security are maintained, we will never allow anyone else to use your account. We will also neve 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 the registered purchase of a product or service that you’ve created either online or telephonically.
How do I place an order?
The easiest way to place an order is to use one of our mobile channels (WhatsApp, USSD or Mobi Site). Simply follow the prompts which will take you through the process. You will need to specify the amount of money to send, recipient’s details and preferred collection region. Finally, you will be asked to choose your preferred payment location or method. You will be given an order number, which must be used as a reference when paying (see payment options). The order number should also be quoted if you have any queries or amendments related to an order.
If you prefer to transact telephonically you can call our call centre on 0860018555 and one of our friendly customer service staff will help you to place your order.
In accordance with South African law, all Mukuru clients need to conform to the requirements of the Financial Intelligence Centre Act (FICA). This means that all clients will need to provide the following documents in order to register with Mukuru.
- Proof of Identity
- Proof of Income
- Proof of Residency
Payments can be made to Mukuru via any of our retail partners. Please remember to quote your order number as the reference so that we can track your payment.
Online or Telephone Banking
Payments can be made to Mukuru by transferring money to our bank accounts using the online banking or telephone banking options offered by your bank account. Please remember to quote your order number as the reference so that we can track and match your payment. Our banking details will be sent to you if you choose to pay via one of our banking partners.
Payments can be made to Mukuru using your Mukuru prepaid debit card. Your card will only appear as a payment option if you activated the card and the balance in it is enough to cover your order amount.
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 immediately start sending money back home.
How much money can I send?
As a new customer, you will be cleared to send up to a specified amount on your account. If you registered with a South African ID, you can send up to R 1,000,000. If you registered with a foreign ID, you may send up to 12 times your monthly income – this is based on your proof of income.
How do I send money?
Quickly and easily! You can place an order using one of our mobile channels (WhatsApp, USSD or Mobi Site) or contact our call centre and we will help you to place your order. You will need to have your recipient’s details close at hand.
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 one of our collection partners. Our partners vary from banks, retail outlets to mobile wallets and we are continually working to expand them.
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 1pm in the UK. Card purchases are confirmed by our validation team every hour. Telephonic card purchases are instant.
Queries, Complaints and General Information
If I am worried about an order what should I do?
Please contact our support department if you have any concerns about your order or dial *130*567# and select the call back option and we will call you or chat directly to our support staff using the Mukuru website. Please quote your order number when you call so that we can help you quickly.
Where can I make a complaint?
Complaints should be directed to our support department. Please quote your order number when you call so that we can help you quickly. ou can also chat directly to our support department using this website, or call us on 0860018555. Email: [email protected] Call: 0860018555 Free USSD: *130*567# Office Hours: Mon – Sat: 07:00 – 19:00 GMT+2
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