HELP & FAQ's

What is Paytz? Why should I use it?

Paytz is Tanzania's First, Smart and Independent Mobile Wallet for In-store Purchases Online Shopping, Mobile recharge, Money transfers, Government Bill payments, Other Bill Payments and much more. Use Paytz for a cashless, hassle-free experience while shopping, dining, travelling and a lot more!

Pay Quick, Pay Smart, Pay Safe, Paytz.

Wallet? How does it work?

Paytz wallet is a secure online wallet where anyone can store their money and use it for for several financial services. Paytz wallet balance is the amount in Tanzanian Shillings Only that can be managed via different payment methods.

How can I make a Paytz account?

You just have to click on sign up displayed at the top of home page. Next, verify your mobile number and create a password. You will receive a one-time passcode (OTP) information regarding verification on your mobile number.

How can I add money to the wallet?

It's simple! You just need to Login to the Paytz wallet account and click on 'Add Money'. You will be redirected to the 'Payment Options' page. Paytz allows users to add money by cash deposits at Bank, Wakala, Mobile & Net banking and more famously Mobile Money, i.e. M-Pesa, Airtel Money, Tigo Pesa, etc.

Is there any registration fee?

It's entirely FREE! You don't need to spend your hard-earned income to become a Paytz Wallet user.

Is my account information safe?

Don't fear! All data transmitted between you and Paytz is done through a secure and safety protocol (SSL) available on the web. Paytz will never release any of your information and details to anyone and we only use your mobile number and email address for all your records.

How quickly does the top up get to the phone?

It's just a matter of a few seconds! That's why it is the "Smart" approach to mobile payments liberty.

Mobile Recharge or Bill Payment unsuccessful! Where is my money?

Here are some possible reasons:

1. You have just added money to the wallet and have not processed a recharge transaction.

2. There was a delay from the provider’s end

3. Probably, it could be a denomination issue

4. Provider’s connectivity issue due to which the payment was stalled

5. Payment to wallet is not successful and there is no money in wallet

No problem! We are here for you. The money will be refunded to your wallet if the recharge is unsuccessful.

My wallet has money! Now, how can I make recharge or pay bill?

You are just a move away! You can use your wallet balance to Recharge, pay bills by visiting the 'Recharge or Bills' section on the homepage of your Application/Web. You can also visit our 'Offers' section to make transactions on our Merchant partners.

My friend needs a recharge! Can I use my wallet for recharging a friend’s mobile numbers?

Absolutely, you can recharge mobile numbers of your dear ones using Paytz wallet.

How can I do recharge without an internet access?

Currently not supporting; Paytz wants to take care of all your needs and we are working to provide you with that service.

I do not have access to the Mobile all the time! Is there an alternative?

Of course, yes! You can browse to use some of our services from the Paytz Website from your PC, Laptop, Tablet and use it for all your transactions.

How long will it take for the bill payment confirmation?

Generally, Instantly! However, it may take longer up to 2 - 3 hours if there are any delays from the provider’s end.

While doing a recharge on Paytz got an error. Why?

You can face errors if:

1. Entered a wrong mobile connection type or selected a wrong operator/circle or incorrectly entered your bill details.

2. Trying to recharge with an invalid denomination.

3. The service is currently not available on Paytz.

4. The service is temporarily suspended for any security or convenience reason.

In such a scenario, we suggest you double check the details inputted.

I mistakenly recharged on a wrong number or paid a wrong bill! Can I get my money back?

That's unfortunate! Once successful cannot be reversed to Paytz wallet. We request you to get in touch with your mobile operator for help or try and connect to the receiver of the recharge to check good faith possibilities.

I got a successful message from the network operator. But I still have not received the recharge!

Just wait for couple of hours and call the operator if issue is not resolved. Please provide the transaction ID provided to you upon confirmation or from your statement.

I am waiting! How much time will you take to solve my query?

You are our foremost priority! We try to resolve queries at the earliest however sometimes it may take longer.

I have a feedback for you! How can I reach you?

We would love that! You can share your feedback from the Paytz App.

There’s an essential feature I want to recommend?

Your suggestions are particularly valuable, please share your recommendations by writing to us a feedback from the Paytz App

I want to do bulk recharges! Do you provide any discounts for it?

We do not provide any discounts on bulk recharges for now. If you are interested in a business proposition, mail us at ' customercare@paytz.co.tz '.

I did not receive the cashback?

Discounts are usually credited to your wallet instantly, however in some occasions it may take up to 24 hours of making a successful discount transaction.

Can I send money to a friend?

Yes, kindly follow the instructions on the Mobile Application, by simply entering the mobile number or scanning the receiver’s QR Code.

How to receive money?

You can request to receive funds into your wallet, however it is onto the sender to send the money or accept the confirmation.

How can I withdraw my funds?

Coming Soon! We do not support Cash Withdrawals; However, our enhancement team is working hard on to provide 24-hour cash withdrawal services via ATM’s around the country.

Can I send money to non-Paytz users?

Yes. We notify the receiver by sending out an SMS and we highly advise you to inform the receiver to download and register a Paytz Wallet so that they are able to retrieve the funds you have sent within 24 hours. If the receiver fails to register with Paytz in 24 hours, the funds are reimbursed to your wallet.

Why can’t I transfer over Tshs 3,000,000/- to a Paytz Wallet user?

The lowest amount of money which can be sent to users is as low as 1 shilling. Under the Bank of Tanzania Regulations, the maximum transfer limit per transaction per day is Tzs 3,000,000 due to the Anti Money Laundering and Know Your Customer Policy.

What is the lowest/maximum amount of money I can pay/purchase?

The lowest amount of money you can pay or buy something from is as low as 1 shilling. However, you may incur with a fee charged as “Convenience Fee” as per our Terms & Conditions. This may start from Tzs 100 vary according to the amount you are paying; Up to 1.1% of the amount paying.

My money has been debited from mobile money/bank account! Where has it gone?

If your wallet balance is not updated after, please go ahead and file a ticket from the Contact us section in the mobile application.

Is it necessary to add money to the wallet?

Yes, since Paytz is a prepaid wallet, you can make transactions only when there is sufficient money in your wallet.

How can I check my wallet balance and statements?

Just click on the top right icon displaying a “Wallet” from the home screen Paytz Application.

Is it secure to make a payment on Paytz?

It's absolutely secure! All the transactions are executed safely and no personal information regarding your payment is ever accessible to any employee or third party.

I do not have a Mobile Money Account! How can I add money to the wallet?

You can visit any NMB WAKALA and send money from the Agent’s Account; You can make payment through NMB Branch, WAKALA, Mobile/Net Banking by just activating net banking services with your issuing bank.

I do not have a Mobile Money Account! How can I add money to the wallet?

You can visit any NMB WAKALA and send money from the Agent’s Account; You can make payment through NMB Branch, WAKALA, Mobile/Net Banking by just activating net banking services with your issuing bank.

I want to send my wallet balance to a Bank Account! How much time it will take?

Click on Bank Transfer from the home screen of the Paytz Application and you will view the list of all the banks we support to transfer your funds. Bank transfer requests may take from 0 to 12 hours depending on the receiving bank system.

Some error prompted while I was making a payment/transfer/financial wallet?

Due to technical issues or insufficient wallet balances, sometimes you may get an error. Please retry if you are attempting to make a payment or transfer with sufficient wallet balance.

I was redirected to a page! What is a payment?

It's completely safe. Payment gateway is an online payment service for e-commerce portals to provide you the internet payment options.

Is there forfeiture of my wallet balance?

Your money is safe with us! However, if you do not use your wallet balance for 151 days, your funds may be at risk under the Bank of Tanzania (BOT) regulations.

Paytz Wallet status marked dormant?

Yes. Your account is marked as dormant after 151 days of not conducting any financial activity. Don’t worry about it. You can continue making your payments without any activation, however under regulations we do inform Bank of Tanzania on this action.

I want to create a new pin or passcode! Can I do that?

After you log in, hover over your cursor on the profile icon, form the top right of the home screen. Select ‘Change my passcode’ , enter your new one and its done!

Forgot my passcode! What next?

Failed to enter the correct passcode? Enter your mobile number which was entered at time of registration. There you go! Create a new passcode now.

I want to change the registered email address! Is it possible?

Yes, visit your profile from the application home screen and simply change your email address by verifying your change in an email received to you by us.

How can I change my primary number? What is OTP?

After successful login, visit your profile and simply follow the instructions.

Closing your account?

Unfortunately! You are unable to permanently close your account with Paytz however, you can stop using our services and delete the Application.

Account/Wallet balance did not update on adding or receiving money?

Please provide us with the following details from “Customer service >> Contact us” and will resolve this matter for you immediately.

a) Transaction ID from third party
b) Amount
c) Phone Number
d) Any other relevant information