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Help and Support

Our support is hosted in-house. Who would you rather speak to than one who knows the product intimately?

For Customers

You can search for an answer in the FAQs or you Contact us.

For Merchants

General Information and how to start earning with monapay.

For developers

Technical oveview of our payment product and how it is integrated.

Frequently Asked Questions

Get quick answers to your questions. Contact Us if you do not find what you're looking for.

Merchant FAQs

  • How long does integration take?

    Integration takes less than 24 hours. The API is available on our website.

  • Can I get help with integration?

    Should you require additional support with integration, our support team will be on hand to help. Please contact us here (link to support page)

  • How can I pay out funds from my account?

    Merchant payouts are done every 45 days. Once your successful transactions for a month have been settled and funded in your merchant wallet, you will be able to pay out. Funds will be transferred to your pre-registered bank account.

  • What is the payout cycle duration?

    The payout cycle is 45 days, subject to settlement with the networks.

  • How do I see my payout history?

    Your payout history can be viewed from your merchant wallet.

  • Why can’t I pay out funds from my account?

    If you are having challenges paying out from your merchant wallet, check to be sure that your payment cycle is due and that funds have been credited to your wallet. If all these are in place and you are unable to pay out, kindly contact support@monapay.com

  • How do I change my password?

    To change your merchant password, click on “My Account” on your merchant dashboard; select “Change Password” from the drop down list. A password reset link will be sent to your registered email address.

  • Can I change my bank account details?

    Yes, merchants are allowed to change their bank account details. Go to “My Account” on your merchant dashboard, select “Bank Account” from the dropdown list. Please note that it takes 10 working days to effect this change.

Customer FAQs

  • How do I create an account?

    When you are trying to buy digital goods from any of our registered merchants, you will be prompted to create an account from the app that you are using. You need a valid telephone number, email address and a 4-digit PIN to create an account.

  • How do I change my PIN?

    PIN codes can be reset from the website. After logging in to your customer page, click on “My Account” and select “Change PIN” from the dropdown list. You will be required to input your existing PIN and your new PIN.

  • How do I add or delete a number?

    After logging into your account, you can click on the “Add/Delete Number” to add or delete a number. Your account must have at least one mobile number at all times, so you will not be able to delete a number except you have more than one. 
    You can also change your default number. The number you used at the point of registration is the default number.

  • How do I fund my wallet?

    You can fund your MonaPay wallet directly via USSD or short code.