Ozow FAQs

An EFT, or electronic funds transfer (EFT) is when money is sent from one bank account to another. It’s all done digitally, without the need for a person to make the transfer.

What is an Instant or Automated EFT?

They’re streamlined versions of a traditional EFT. It makes payment/bank transfer a lot faster and easier because certain steps, like entering a reference number and amount, are done automatically. This payment method only requests the information that isn’t already on the system, like the account number and one-time pins.

Ozow is one of the easiest, quickest, and safest ways to make and receive EFT payments. There are multiple payment options for merchants to use to get paid by customers, including eCommerce, SMS payment request links, e-billing and QR codes. Making payments with Ozow is simple too – all you need is a smart device and bank account.

To ensure that all processes are followed, it can take up to three(3) hours to two(2) working days for your Ozow account to be created.

Please note that in order to change/update you're banking details we would require the following:
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Bank confirmation letter/bank statement

Confirm if the bank account is a Registered Public Beneficiary/Recipient with the other banks?
(Some institutions, such as SARS, Municipalities or Department stores, can’t be paid normally because the bank has already added them as beneficiaries. These types of beneficiaries are also known as Public Beneficiaries).

Send your bank confirmation letter/statement to support@ozow.com requesting the change together with your merchant name.

Use the Forgotten Password functionality on the Merchant Portal, or contact support@ozow.com to send you a reset link.

The temporary password which was sent to you on request has expired. Please use the forgot password functionality available on the Merchant Portal to contact support@ozow.com for further assistance.

You can create an Ozow PIN the next time you pay with Ozow, simply by opting in through a merchant where it’s available.
for more information view Ozow PIN or go to https://www.youtube.com/watch?v=9QfxdtQgkJY

We have pricing packages for businesses of all sizes. But, if you’rejust getting started out, we won’t charge you a cent for the first 12 months,or until you earn over R1mil in transactions for a month (whichever comesfirst). From that point on, we charge a nominal percentage of your successfutransactions. This percentage is based on the type and size of your business. 

We also don’t charge monthly fees, nor for setup. For more information, have a look at our pricing page here

We make sure all your personal and banking information is encrypted end-to-end. This means only you and your bank can see this sensitive data (not even us). We also don’t store any of your data unless you give us permission to. All of this, along with our safety standards and protocols, help in significantly lowering the chances of identity theft and fraud.

We have very intensive safety and security systems and protocols in place at Ozow. We pride ourselves in providing secure instant EFT solutions, and have implemented various measures to make sure we live up to this. For more information, check out our security page here.

Any business that wants a simple, quick and safe way for customers to make instant EFTs can integrate Ozow to become a merchant.

Yes, it is! We’re a licensed by the Payments Association of South Africa as a Systems Operator and Third-Party Payments Provider, abide by PCI-DSS Level 1 processes, and we’re PCI-certified, even though we don’t process credit cards. We also make sure all payment and banking information is encrypted end-to-end, and we don’t save of it unless you give us permission to. Every payment also needs to be authorised with two-factor authentication, otherwise it won’t be honoured. And to top it off, we also adhere to POPIA and GDPR regulations.

We do! All your banking details are encrypted end-to-end. This meanswe don’t see it – only you and your bank do. We also don’t save any of yourdetails unless you give us permission to. For more on this, check out our security page here. 

See Ozow’s Privacy Policy

Capitec, FNB, Standard Bank, ABSA, Nedbank, Tymebank, Investec Bank, Bidvest Bank, African Bank.

In your Ozow Dashboard (https://dash.ozow.com) navigate to the Sites tab.‍

You can download our B-BBEE Certificate by clicking on the following link.

No, you don’t. All you need to make a payment with Ozow is a smart device and a bank account.

We will be happy to talk to you, please email us at sales@ozow.com in order to setup a session.

There are no monthly subscriptions, activation, and deactivation fees. As a merchant, you only pay a percentage of your successful transaction value processed by Ozow. Should you enable other Ozow products such as Refunds, Point of Sale, e-Commerce, and other payment solutions, the fees are subject to change.

Registered company:
To register as a “Registered Company” you will be required to be registered with CIPC and have a business bank account. All validation related to bank accounts are performed by PB Verify.

Informal merchant tooltip:
Do not have a registered company, no problem! This option is for anyone who want to use our platform for processing secure online EFTs.

Tips:
1. For a registered company, include correct business bank details and an operational website.
2. For an informal business, provide correct bank account details and an operational website. Should you not be successful with this, please contact us at kyc@ozow.com  
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There might be a small glitch in the system, but we are ready to assist. Please send the following to kyc@ozow.com

For Registered Companies:
1. Completed merchant form;
2. Bank confirmation letter;
3. Company registration documents;
4. Director ID;
5. Company logo (130 x 70 .png);
6. Integration requirements such as WordPress plugin, Shopify, HTML Button, Mobile App, API Integration

For Informal Merchants:
1. Completed merchant form;
2. Bank confirmation letter;
3. Your ID
4. Company logo (130 x 70 .png);
5. Integration requirements such as WordPress plugin, Shopify, HTML Button, Mobile App, API Integration
6. Proof of residence

Ozow won’t charge you a thing. However, you will still be charged for the transaction by your bank.

Anyone who has a smart device and a South African bank account can pay merchants who have Ozow as a payment option.

No, your payers only need to have a registered internet banking account with any one of the banks supported by Ozow.

Yes! You can make payments with Ozow on any smart-enabled device.

On the payment page, select the option to pay using different account or remove Ozow PIN. These actions will redirect you to the original Ozow Payment Page to pay using the traditional payment page.

Please view the guide on how to pay
If additional assistance is required, please contact us at info@ozow.com  

Please send a request to debtors@ozow.com

The funds will reflect in your nominated bank account the same day or interbank standard EFT rules.

Please contact your merchant to confirm that the order has not been processed and contact your bank regarding the cancellation.

Please download a proof of payment from your online banking profile and contact the merchant you transacted with as Ozow does not hold any funds and is purely a payment gateway facilitating instant eft payments between the end user (you the customer) and the merchant.

In order to resubmit the validation please login into signup.ozow.com using your sign-up credentials and update your banking details.
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Tips:
1. For a registered company, include correct business bank details.
2. For an informal business, provide correct bank account details. Should you not be successful with this, please contact us at kyc@ozow.com  

You will find everything you need in the Integration Manual, which you can receive upon request from the support team or your Key Account Manager. In the case where you need additional assistance, please contact us support@ozow.com

In your Ozow Dashboard (https://dash.ozow.com) navigate to Merchant Details.

J2Store, PrestaShop, Xero, Virtue Mart, Shopify, Bigcommerce, Drupal, WordPress, WooCommerce, nopCommerce, HTML Button, CS Cart, WHMCS, Magento, Opencart, OSClass, OSCommerce, Shopp, ZenCart.

For more information please view integrations here

Why am I getting a Biometrics Cancelled error?‍
This error is generally returned from your mobile device and can be for a number of reasons :
- You have canceled the Biometrics on the device
- There was a temporary issue with activating the Biometrics on your device
- The app was briefly backgrounded at the time of Biometrics
- The mobile device was locked.In some cases, it will ask you to try again but in other cases, it will return a Biometrics Cancelled error.

We suggest you close the app, reopen it again and attempt to login using your Biometrics.If the problem persists, please try using your manual login details or alternatively contact us at support@ozow.com for assistance.

How do I pay someone using my Ozow pocket ?
1. In the main menu, click on the "Pay Now" button
2. Select Pay into another wallet.
3. On the following screen enter the amount as well as the receiver's mobile number
4. Ozow will verify that the receiver does in fact have an Ozow pocket click next to continue and verify using biometrics if enabled
5. Then click Finished, that's it... the receiver will receive the funds into their Ozow pocket and an SMSs confirming the payment.
6. Your latest activity will be updated to show that the funds have left your Ozow Pocket

How do I withdraw money from my Ozow pocket via a Pick n Pay Till point ?
1. Select the Pick n Pay till point option when completing the withdraw process in the Ozow Me app
2. Once confirmed, an SMS will be sent to your mobile with directions and a code to withdraw from any Pick n Pay till point.
3. The amount will only be deducted from your wallet as soon as you withdraw from a Pick n Pay till point.
4. The Voucher will be valid until the end of the next business day, after which if not redeemed the funds will be put back into your wallet.

How do I withdraw funds from my Ozow.Me pocket ?
1. You can withdraw funds from your Ozow pocket by clicking on the drop-down arrow next to your pocket balance in the pocket home screen and selecting the Withdrawal button
2. Select the Withdraw button.
3. Enter the amount you would like to withdraw from your Ozow pocket.
4. Select the withdrawal type, the options are:EFT (Electronic Funds Transfer) into your bank account Cash via a Cash Express ATMCash via a Pick n Pay till point

Why was my top up unsuccessful ?
This could happen for several reasons, however the most common being
- insufficient funds in your selected account to fund the transfer
- Loss of connectivity while verifying the transaction
- Your banks online banking system may be experiencing downtime.

Please confirm you have enough available funds in the bank account you selected and try the payment again

How do I Top up my Ozow pocket ?
1. You can top-up your Ozow pocket by clicking on the drop-down arrow next to your pocket balance in the pocket home screen and selecting the top-up button
2. Simply enter the amount you would like to top up your pocket with
3. Select the bank account you would like to transfer the funds from.
4. Login to the bank account by entering your bank login credentials
5. Authorize the payment using your banking app and return to the payment screen in Ozow Me
6. Your successful top-up will update your, balance and will display in your latest transactions

How does "Scan to Pay" work ?
When you are ready to pay, open Ozow ME and select “Scan to Pay”. Once you’ve given access to your camera, simply scan the QR code and follow the prompts to make a payment.
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‍📌 Ozow ME works with any Ozow or Zapper QR codes.

How does “Get Paid” work ?
1. Open Ozow ME and choose to “Get Paid”.
2. Fill in the details of who needs to pay you and how much they owe.
3. Choose between creating a unique QR code or send a SMS payment request.

How do I link my bank account ?
As part of your sign-up for Ozow ME we will provide you with clear steps to link your bank account.
1. Select the bank account you would like to link
2. Enter the selected bank account number and your online banking password for your online banking credentials

That's it. you are done

Why do you need me to link a bank account ?
In order to receive funds when you request funds to be paid to yourself from a third party by creating a QR code or sending a payment request link, you must have a bank account loaded so that we are able to pay your funds to you.

What happens if I fail the selfie verification ?
You will have two attempts to capture your selfie verification. If both attempts fail, please contact one of our amazing support team members at support@ozow.com or +27 11 054 4744.

‍📌 Please note that in order to verify your selfie, you will need a South African Smart ID card, without this there is no reference image on the Home Affairs database for us to confirm your identity against.

‍What is Ozow Me ?
The peer-to-peer solution that takes the hassle out of making and receiving payments for you and your business.
Your friends owe you money? Or do you need to pay them back? With QR Codes and SMS payment request links, paying or getting what you’re owed is as easy as it is quick.
There are no hidden costs and no additional fees. Every cent goes directly into your bank account. Plus it’s data free

Why is my selfie verification failing ?
It could be that your ID number and selfie do not match the reference images and information stored on the home affairs database

Why must I take a selfie ?
Providing your South African ID number along with taking a selfie with a thumbs up helps us verify that you are you. This is an extra layer of security to make sure you are always protected

Why do you need my ID number ?
Providing your South African ID number along with taking a selfie with a thumbs up helps us verify that you are you. This is an extra layer of security to make sure you are always protected

Why am I not getting my OTP ?
It may be that you have entered the cellphone number incorrectly, please double check that the number you have entered is correct and can receive SMS's.  

If you are still not receiving your OTP, please click on the Resend SMS link on the OTP screen inside the app.

Which networks can I buy from?
You can buy airtime and data on the Ozow.Me app for:
- Cell C
- MTN
- Telkom
- Vodacom

How do I pay for airtime, data, electricity?
Using the Ozow.ME app you can easily purchase airtime and data with the money in your Ozow.ME pocket.

Can I get refunded after airtime/data/electricity has been purchased?
Airtime, data and electricity cannot be refunded.

How long does it take for the airtime top up to be received?
We always strive to provide you with an instant mobile airtime top up, but on rare occasions, there may be some slight delays due to network congestion or temporary outages. Rest assured, we're doing everything we can to minimize any inconvenience and get you up and running as soon as possible.

What is airtime top up?
When you use your mobile phone on a telecom network, you'll need to purchase credit to enjoy their services such as voice calls, mobile data, and text messaging. This credit is also known as airtime.

To keep using these services, you can add credit to your phone, which is called 'topping up'. With a top-up, you can keep enjoying the network's services until the credit runs out.

With the Ozow.ME app, airtime top-ups are quick and easy to complete. The amount of airtime you get will depend on the telecom network you're using. To find out more about how much airtime a top-up will provide, please contact your recipient's network provider.

Do we charge service fee?
The cost of the purchase depends on the service you choose (whether airtime or data bundles), as well as the network provider's cost for that service.

You may also be charged a small fee for each purchase in line with your Ozow product's fee structure that can be found in the T&Cs

On the confirm your purchase screen, it says “You will be notified via SMS” who sends the SMS to notify me?
Once your data and airtime has been added, you'll receive an SMS notification from your network provider.

Why is the ‘You last bought’ section not displaying?
If you haven't purchased airtime through the Ozow.ME app before, this section may not be visible to you. We recommend making an airtime purchase to unlock and access this helpful feature.

Where can I see my last bought purchases?
You can access your recent purchases by checking your transaction history within the Ozow.ME app.

What are the purchase limits?
Please note that each provider has its own unique limits when it comes to purchasing airtime. See the amounts for each network below:
- Cell C: Minimum amount of R2.00, maximum amount of R1,000.00
- MTN: Minimum amount of R2.00, maximum amount of R2,000.00
- Telkom Mobile: Minimum amount of R2.00, maximum amount of R2,050.00
- Vodacom: Minimum amount of R2.00, maximum amount of R1,000.00

After I purchase airtime, how do I receive the airtime?
Airtime will automatically be recharged to your phone number.

What happens if I send to an incorrect number?
To provide you with the best service possible, we are not able to modify the mobile number for the airtime.We recommend that you verify your mobile number before making any purchases to ensure a smooth and hassle-free transaction.

How long does it take for the airtime top up to be received?
Mobile airtime top ups are normally added instantly or within a few minutes.On the odd occasion there may be small delays due to congestion or outages on the local mobile network.
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How much does Ozow charge to buy airtime? If I buy R10 airtime, do I get R10 airtime?
The cost of the purchase depends on the service you choose (whether airtime or data bundles), as well as the network provider's cost for that service. You may also be charged a small fee for each purchase in line with your Ozow product's fee structure that can be found in the T&Cs
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My account does not reflect the airtime I purchased?
Contact us on our helpline at +27 11 054 4744, or alternatively, you can send us a message on WhatsApp at +27781783316. We look forward to providing you with the support you need.

See below the list of municipalities we currently do not supply electricity too:
Western Cape Municipalities: Witzenberg Local Beaufort West Local Laingsburg LocalPrince Albert Local Bitou Local /Plettenberg Hessequa Local Kannaland Local Mossel Bay Local Oudtshoorn Local Theewaterskloof Local Bergrivier Local Cederberg Local Swartland Local
‍Limpopo Municipalities: Lepelle-Nkumpi Local Greater Giyani Local Greater Letaba Local Greater TzaneenMaruleng Local Makhuduthamaga Local Collins Chabane Local Makhado Local Thulamela Local Lephalale Local Modimolle-Mookgophong Local Mogalakwena Local
‍Mpumalanga Municipalities: Bushbuckridge Local Nkomazi Local Dr Pixley Ka Isaka Seme Local Lekwa Local Dr JS Moroka Local Steve Tshwete Local Thembisile Hani Local Victor Khanye Local
‍Gauteng Municipalities: Merafong City Local
‍North West Municipalities:Moretele Local Moses Kotane Local City of Matlosana Local JB Marks Local (Tlokwe City Council &  Ventersdorp) Kagisano-Molopo Local Lekwa-Teemane Local Naledi Local Ditsobotla LocalMafikeng Local Ramotshere Moiloa Local Ratlou Local
‍Free State Municipalities:Moqhaka Local Ngwathe Local Nala Local Tokologo Local Tswelopele Local Dihlabeng Local Maluti-A-Phofung Local Nketoana Local Phumelela Local Setsoto Local Kopanong Local Mohokare Local
‍Kwazulu-Natal Municipalities:Dannhauser Local eMadlangeni Local Dr Nkosazana Dlamini Zuma Local Ubuhlebezwe Local Umzimkhulu Local KwaDukuza Local Maphumulo Local Ndwedwe Local Mthonjaneni LocalNkandla Local uMfolozi LocalRay Nkonyeni Local (Hibicus) Umdoni Local Umuziwabantu Local Umzumbe Local Impendle Local Mkhambathini Local Msunduzi LocalRichmond Local uMngeni Local uMshwathi LocalBig 5 Hlabisa LocalJozini Local Mtubatuba Local uMhlabuyalingana Local Endumeni Local uMsinga Local Umvoti LocalAlfred Duma Local Inkosi Langalibalele Local Okhahlamba Local AbaQulusi Local Nongoma Local Ulundi Local uPhongolo Local
‍Northern Cape Municipalities:Magareng Local Ga-Segonyana Local Gamagara LocalJoe Morolong Local Hantam LocalKaroo Hoogland Local Khai-Ma LocalNama Khoi Local Emthanjeni Local Kareeberg Local Renosterberg Local Siyathemba LocalUbuntu Local!Kheis LocalDawid Kruiper Local (Mier & Khara Hais Local )
‍Eastern  Cape Municipalities:  Buffalo City MetropolitanNelson Mandela Bay Metropolitan Matatiele Local Ntabankulu Local Umzimvubu Local Mbhashe Local Mnquma Local Ngqushwa LocalRaymond Mhlaba Local Engcobo Local / Dr XumaIntsika Yethu Local Inxuba Yethemba Local Sakhisizwe Local Elundini Local Senqu LocalWalter Sisulu Local Ingquza Hill LocalKing Sabata Dalindyebo Local Mhlontlo Local Nyandeni LocalPort St Johns LocalDr Beyers Naudé Local Ndlambe LocalSundays River Valley Local

Are there any purchase limits?
Our electricity purchase options range from R1 to R5000, providing flexibility to meet your needs.

I’ve lost my token, what do I do?
We're pleased to inform you that retrieving your token is a breeze with the Ozow.Me app! Simply navigate to your transaction history within the app, and you'll be able to easily locate and retrieve your token.

Why doesn’t my token load?
Contact us on our helpline at +27 11 054 4744, or alternatively, you can send us a message on WhatsApp at +27781783316. We look forward to providing you with the support you need.

Can I get a refund if I buy the wrong amount of electricity or enter the wrong meter number?
We can’t reverse any payments you make, so it’s best to confirm your details before you pay.

Can an electricity token be reversed?
Unfortunately, we are not able to reverse your token.Prepaid electricity tokens are issued on a specific meter number and can only be redeemed on that meter.

Why must prepaid electricity meters be updated?
The current pre-paid electricity metering software will expire in 2024 for all prepaid electricity meters in South Africa.Pre-paid meters must be updated or you won’t be able to recharge your meter with new tokens and you won’t have power supply.Updates to the software of prepaid electricity meters will happen in a phased approach across the metro to ensure all meters are updated ahead of the deadline.
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How do I buy electricity for someone else?
Buy electricity for someone else by following these steps through the Ozow.ME app:
1. Open the Ozow.ME app on your device.
2. Tap the menu button, then select "buy electricity."
3. Add your friend’s meter number
4. Enter the amount of electricity you would like to purchase.
5. Confirm your payment using funds from your Ozow pocket.
6. Complete the payment by following the authentication prompts.
7. Once the payment is successful, share the token details with your friend by selecting the share button.