Account
Is PayWay Wallet free?
Installing the app and keeping a wallet is free. Some operations have a small charge or tax; the app always shows it before you confirm.
Why can't I send or pay right after signing up?
Money operations need a verified ID. See Verify your identity.
Can I use PayWay Wallet if I am not Ugandan?
Yes. Verify with your passport. You need a Ugandan phone number.
I changed my phone. What do I do?
Install the app on the new phone and log in with your number and password. The app asks for a quick face scan to confirm it is you.
Money
My Mobile Money top-up did not arrive.
Check that you approved the Mobile Money prompt with your PIN. If the money left your Mobile Money account but did not reach your wallet within 30 minutes, send us the transaction ID from your Mobile Money SMS.
I paid the wrong number or meter.
Contact us right away with the receipt from History. We will try to help, but we cannot always reverse a completed payment.
Where is my electricity token?
On the success screen, in the receipt in History and in the SMS we send.
A payment failed but money was taken.
A failed payment is returned automatically, usually within minutes. If you do not see it after 24 hours, contact us with the receipt.
Cards
Which bank cards can I add?
Visa and Mastercard debit and credit cards. You need a full wallet.
Where do I find the verification amount for my card?
In the SMS from your bank or in your banking app, as a small charge from PayWay. Enter it exactly. It is returned.
My virtual card payment was declined.
Most often the card does not have enough money for the full price. See Why was my card payment declined.
How do I get a virtual card?
In the app, not on our website. See PayWay Virtual Card.
Security
Someone called me from PayWay and asked for my PIN.
That is a scam. We never ask for your password, PIN, Mobile Money PIN or card details. Hang up and report the number to us.
I lost my phone.
Call us at 0800 20 30 20 or write on WhatsApp +256 709 002 002 so we can block the wallet. Your money stays safe: nobody can use the wallet without your PIN or password.