MyPay™ is an electronic money service platform that provides e-wallet and digital payments services to individuals and commercial organisations. The platform provides the following services: (i) Payment Aggregation services, using a network of POS Terminals deployed at merchant locations as well as an online gateway that accepts payments; (ii) e-Wallet services, that enables individuals and corporate entities to operate electronic money accounts for payments and other transactions; (iii) Money Transfer Services, which enables the public to send and receive money using their e-wallets as well as at Agent locations
Is it free to open a MyPay™ e-wallet?
Yes, there is no charge. Just visit any MyPay™ merchant location and complete the application form. You can also download the MyPay™ mobile app for android and iOS phones and go through the registration process. You can visit our website at www.mypay.sl and follow the Sign-Up link
What is the minimum balance requirement on an e-wallet?
There is NO minimum balance requirement for a MyPay™ e-Wallet. To make transactions from the wallet, however, you need to fund the wallet either by receiving a transfer from another e-wallet holder or by visiting any of our merchant locations and depositing cash in your e-wallet.
How can I use funds that are in my MyPay™ account?
You can withdraw funds in cash, transfer funds to other persons, transfer funds to your normal bank account or make POS payments at many shops using the Pay Card or Tag that is linked to your account.
How can I withdraw cash from my account?
visit any MyPay™ merchant location and cash out the funds. Alternatively, you can spend directly from your e-wallet by making payments at shops that are part of the Touch-N-Pay® network. Look for the MyPay™ sign at any shop to use your e-wallet balances.
How do I load funds onto my MyPay Account?
You can top-up your account by taking the cash amount you want to load to any MyPay™ merchant location; you can also load your account by transferring funds from your bank account using your mobile app or web tools. Please note that you can load your wallet from your bank account only if your bank is a MyPay™ partner bank. To find out if your bank is a MyPay™ partner bank, please call 8888 from any mobile.
Can I receive funds sent by other people into my MyPay™ account?
Yes. Other MyPay™ customers can send money for you directly to your wallet. Your employer or other people with regular bank accounts can also transfer funds directly from their bank accounts into your MyPay™ wallet. To find out if your employer is using a MyPay™ partner bank, please call 8888.
Can I send money using my MyPay™ account?
Yes. You can send money to other MyPay™ customer’s account or to anyone who has a mobile phone, even if they don’t have a MyPay™ account. To send money to another MyPay™ customer, you can use your Mobile App or you can visit any Agent location to send the money. To send money to a non-MyPay™ customer, you need to confirm that the person’s mobile SIM card is active.
If I send money, how will I know the person received it?
You and the person receiving the money will get confirmation SMS within seconds. The receiving person can visit any MyPay™ agent location to withdraw cash, less the fee amount.
Can I get statements of my transactions?
Yes. If you are using the Mobile App or log-in to the web portal, you can view all historical transactions on your phone or computer. You can also request a printout of your statement at any merchant location for a very small fee.
What is the MyPay Card or Tag?
MyPay Pay Cards and Tags are convenient items that lets MyPay e-wallet holders make payments at any MyPay POS Terminal using NFC, PIN and Biometric authentication.
How can I get a MyPay Pay Card?
First you need to have a MyPay™ account. Then you can request a Pay Card. You can pick up your customised pay card within 48 hours. If you already have an account, you can simply call the and request a Card. The card will be printed and delivered either at your nearest Merchant location or at your home/office.
Can I pay for any purchases using my MyPay Card or Tag?
Yes, paying for everyday items is as easy as tapping your Card or Phone-Tag on any Touch-N-Pay® POS terminal. As a standard setting, no PIN is needed for transactions of less than Le 50,000. The purchase will be authorized, processed and billed in the same secure way a normal debit or credit card is authorised. All you have to do, is touch your card or tag on a POS device in a participating outlet
How to do I use my MyPay Card or Tag to pay?
By tapping it on any MyPay™ Touch-N-Pay® POS terminal; it’s as easy as that. You may need to enter your PIN or scan your fingerprint for high-value transactions.
Are all transactions authorised by just tapping my card or tag on the POS?
No. Only transactions below Le 50,000 are authorised by just tapping. In general, there are three (3) levels of transaction authentication. (1) PIN-less authorisation – where you do not need to enter a PIN, you just touch the device and the payment transaction will go through. The default settings for PIN-less transactions is Le 50,000; but you can set the thresholds on your account for this type of transaction. (2) PIN Authorisation – where you will be required to enter your PIN for the transaction to be completed. (3) Biomteric – where your fingerprint will be scanned to authorise the transaction. The default setting for Biometric authorisation is Le 25 Million; but you can set the thresholds on your account for this type of authentication
Can I use my MyPay Cash Card Wristband or Sticker at any POS to pay for purchases?
You can use your MyPay Card or Tag at any of the more than 700 Touch-N-Pay® POS terminals in Sierra Leone.
Can I get MyPay Cards or Tags for my family members to use?
Yes, your main account will be the parents account and you can link multiple payment devices to that account. You can monitor how the cards are used and you can place limits on how much they can use from the account over a period.
How does the MyPay payment service work?
MyPay Cards and Tags have an embedded antenna and microchip, enabling "contactless" communication with a reader in the POS Terminal. No swiping, inserting or signing is required for purchases. Depending on the purchase transaction amount, you may be asked to enter your PIN or scan your fingerprint.
Will all merchants be part of the MyPay Touch-N-Pay® network?
Our goal is to allow our customers use their MyPay cards and tags at all merchant locations all over the country. Currently, there are over 1,000 merchants accepting MyPay™ cards and tags. This number will increase to over 5,000 in 2 years.
What are the limits on transaction amounts using MyPay™ Pay Cards or Tags?
It depends on the type of customer account you have and KYC Verification level on that account. KYC verification is carried out as a requirement of the Bank of Sierra Leone in compliance with Anti-Money Laundering and Anti-Terrorism Financing guidelines. We have four levels of KYC verifications for individual, merchant and corporate customers. The higher the KYC level, the higher the maximum transaction amount. For more information on the transaction limits for each KYC level, please call our information help desk on 8888.
Is the service secure?
MyPay Pay Cash Cards and Tags use EMV chip technology, which provide enhanced security and protection from fraud. MyPay Cash Card transactions are processed through the same secure and reliable network used for all card transactions. But moreover, because your card or mobile device never leaves your hand during the entire ‘Touch and Pay’ transaction, the risk of your card being used to ‘clone’ your personal information and for other fraudulent transactions is significantly reduced
Could I accidently be charged twice for the same transaction?
This is not possible because for every transaction you will have to enter the value and a receipt will be printed as soon as you tap the card; and you will receive an SMS for that specific transaction
Will I have to use a PIN for all my card transactions?
To help you complete your transactions faster, your PIN won’t be used for small value transactions. The default settings for PIN-less transactions is Le 50,000; but you can reduce or increase the threshold amounts on your account for this type of transaction, depending on your preference.
Can I change the PIN on my Pay Card? If so, how can I do it?
You can easily change your PIN by going to the ‘Change-PIN’ tool in the MyPay™ Mobile App or web portal; or by requesting the service at a POS device at any merchant location.
If I lose my Pay Card or Tag, what should I do?
You MUST call 8888 at once to report loss of your card or tag. Our customer help team will suspend your account immediately, so no-one can use it to withdraw funds or make payments in your PIN-less amounts. It is important that you report the loss of your payment device to minimise the risk of fraud. If you fail to report the loss of your card for up to 24 hours, MyPay™ cannot be responsible for the use of your card thereafter
Are there in-built ways of minimising risk of fraudulent use of my Pay Card, if stolen?
Yes. The system is designed to pick up ‘Suspicious’ transactions and if necessary, temporarily suspend the account. You account will be reactivated if you call to report and confirm that you were the one using your card or tag for the transactions flagged as suspicious.
How many different customer payment devices does MyPay™ offer?
We offer Cards, Phone Tags and Wrist Bands. The Phone Tag is the standard payment device that we give to all our customers. As long as you have your phone, you can make a payment and carry out other transactions. We can issue cards and wristbands as extra-devices, for a small fee.
If my phone battery is dead, can I make a payment transaction?
Yes. Your MyPay™ phone tag does not work with your phone battery. It functions separately and can work even when your phone battery is dead.
What do I need to do if I forget or lose my PIN?
If you forget or lose your PIN, you can call 8888 and our customer service team will go through standard security and verification steps, then reset your account with a new temporary PIN, which you can change to a permanent PIN that only you know.
Do I need to affix my MyPay Tag to my mobile phone?
No, you can choose wherever you want to place it. It is recommended to affix it to a flat surface and something that you carry with you all the time. However, we strongly recommend, and we make it standard practice to attach it to your phone. That way, you can guarantee that it is always with you, and you will know quickly if it is stolen or lost.
How will I know if a merchant is participating in the MyPay Touch-N-Pay™ network?
A MyPay™ Touch-N-Pay® Sticker will be posted on every POS terminal that uses our POS or accepts our customer payment devices.
Is NFC a safe payments technology?
Yes. While it may seem like NFC is opening a new world of security risks, it is actually safer than regular Mag Stripe cards. Through data encryption and secure channels, NFC technology can help consumers make purchases quickly while keeping their information safe at the same time. The act of ‘cloning’ personal data is almost impossible with NFC because the customer does not have to let-go of their cards during the entire payment process.