Frequently Asked Questions

What is the AFW Money Prepaid Card?

The Card is a MasterCard®- AFW Money branded debit card (not a credit card). You can apply for it yourself or have it provided to you by your Employer as either an ‘Expense’ card.

  • As an “Expense” Card, your Employer may issue you a Card instead of issuing cash for reimbursing you for travel expenses, paying sales commissions, an award or an incentive, it’s use will solely be for business purposes and can only be used to purchase goods and services specified by your Employer and not for personal, family or household purposes. The money on the can be spent it anywhere that MasterCard Debit cards are accepted.
  • Or you may elect to apply for one in your personal capacity, in which case it is your personal bank card and can use it as such.
  • With both fund types, you have access to the funds 24 hours a day, seven days a week. You can use the Card anywhere MasterCard Debit Cards are accepted: in stores, You may also get cash with the Card at MasterCard® ATMs (Automated Teller Machines) only in South Africa.
Is the Prepaid Card a credit card?

The Card is not a credit card. The Card has funds loaded on it by your Employer or yourself.  Through the process explained on section xxxxx.

What are the benefits of having an AFW Money Prepaid Card?
  • Saves time – easy access to the funds on the Card.
  • Improved convenience – use for purchases everywhere MasterCard debit Cards are accepted and at virtually any ATM 24 hours a day.
  • Improved security – no need to carry large amounts of cash with you.
  • Better control over managing the money on the Card – take only the money you need, when you need it,
  • Account information and customer service available 24 hours a day
  • Account information is available around the clock via website – www.africawidemoney.co.za.
What is my PIN?

The PIN, or Personal Identification Number, is a unique code of four numbers assigned to the Card account number and known only to you. When you call the customer service number or visit the Web site listed on the back of the Card to activate the Card, you will select a Personal Identification Number (PIN). Your PIN is the access code to your account for all pinned point-of-sale purchases and ATM transactions. Memorize this number and do not share with anyone. It allows you to withdraw Rands with the Card through any MasterCard accepting ATM’s or Merchants only in South Africa.

General Questions

If the Prepaid Card does not have my name on it, do I still sign my name on the back of the Card?

Even though your name is not embossed on the Card, you should sign the signature panel on the back so retailers can validate your identity.

Can I change my PIN?

You can change your PIN by logging on at www.africawidemoney.co.za. Click the right tool bar and select PIN Change. You can also call Cardholder Services at Help Desk: 010786 0264 , 24 hours a day, seven days a week.

What if I forgot my PIN?

You can select a new PIN via the Web site or by calling Cardholder Services at Help Desk: 010786 0264.

How do I register the Prepaid Card?

You may register the Card after filling in all the requirements through your agent. or calling Help Desk: 010786 0264.

  • Fill out all of the required fields, including the Card number, your name, address and Reference.
Why should I register the AFW Money Prepaid Card?

Registering the Card has several benefits:

  • It enables Customer Service representatives to quickly assist you when you need assistance.
  • It protects you if the Card is ever lost or stolen. By registering the Card, our customer service representative will be able to identify you as the cardholder.
Is my confidential information secure online?

Security is of the highest importance to us, and the Card account details are protected with many layers of

security. All the data you receive online is sent in encrypted (scrambled) format. Our server is protected with “firewall” technology and the Card account can only be accessed by means of a password known only to you. If the Card is for business use, as determined by your Employer, then your Employer also has access to view how you spend the funds on the Card, but will not have access to your PIN that you created to use the Card. If you forget your PIN, you can either contact a Customer Service Representative to reset your PIN or go online at www.africawidemoney.co.za.

How can I check my balance?

You can go online at www.afwmoney.co.za to find the balance on the Card. Alternatively, you can always check your balance by checking over the ATM. If you opt to speak with a live agent, a fee may be assessed.

How do I activate the Prepaid Card?

You can activate your card through your Agent. THE CARD CANNOT BE USED UNTIL ACTIVATED AND A PIN IS SELECTED. When you call or go online to activate your card,  you will select a Personal Identification Number (PIN). Your PIN is the access code to your account for all pinned point-of-sale purchases and ATM transactions.

How do I make a purchase using the Prepaid Card?

You can use the Card anywhere MasterCard debit cards are accepted. Just press the “Debit” button on the terminal pad and you may be asked to sign a receipt to make your purchase. Alternately, some merchant may require you to enter your PIN for the transaction.

How do I get cash when making a purchase?

Many merchants, such as grocery and convenience stores, will offer the ability to get cash back with a purchase. Just press the “Debit” button on the terminal pad and use your PIN to complete the transaction. The amount that you can withdraw varies by merchant.

Can I make a purchase for more than the amount remaining on the Prepaid Card?

You must FIRST tell the cashier or merchant the amount you want to pay on the Card and pay the remainder through another means (credit card, or cash). If you don’t tell the cashier or merchant and try to make a purchase for more than the amount on the Card, the transaction will be declined because you don’t have enough money on the Card.

*Note: It is important to keep track of the Card balance so you don’t try to make purchases for more than the amount remaining on the Card. Check your balance either on the Web at www.africawidemoney.co.za or by calling Cardholder Services at 0107860264.

Can I use the Prepaid Card at more than one merchant?

As long as there are sufficient funds on the Card, you can use the Card at any merchant you want as long as your Employer did not restrict where you could use the Card.

Can I use the Prepaid Card at an ATM to withdraw cash?

You may use the Card to withdraw cash at any ATM displaying the MasterCard® logo. Please see the Schedule of Fees that you received with the Card for any fees that might apply.

Can I use the Prepaid Card to pay bills?

If you have a personal funds Card, as determined by your Employer, you can use the Card to pay bills by swiping as long as there are sufficient funds remaining on the Card.

Can I use the Prepaid Card for online purchases?

You cannot use the Card for purchases online, Tollgates, Parking garages or through the telephone.

How can I check the balance on the Prepaid Card?

You can check your balance and transaction history online at www.africawidemoney.co.za, or via the ATM or by calling Help Desk: 010 786 0264

How long can I use the Prepaid Card?

The expiration date of the Card is printed on the front of the Card next to the account number.

What kind of customer service assistance is available?
  • You will be able to access your account information and Customer Service Representative 24 hours a day, seven days a week by calling Help Desk: 010 786 0264.
  • Account information is also available anytime online at africawidemoney.co.za
  • Card activation
  • PIN selection and changes
  • Check account balances and recent transactions
  • Opt to speak to a Customer Service Representative.
  • Customer Service Representatives (English) can help you with the above options, PLUS:
  • Respond to questions about transactions on your account statement
  • Update your profile
  • Reset your PIN
  • Process statement requests
  • Investigate fraudulent transactions
  • Process lost, stolen, or damaged cards
  • Request an emergency card replacement
Can I use the Prepaid Card at an ATM to withdraw cash?

Call Help Desk on 010 786 0264 to report the Card lost/stolen as soon as you can, 24 hours a day, seven days a week. The AFW Money will cancel the Card and send you a replacement Card. The balance on your previous Card will be transferred to the new Card minus the lost/stolen replacement fee. Please check the Schedule of Bank Fees that you received with the Card for any applicable fees.

Can I add more money to the Prepaid Card and can I transfer money to another account?

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How do I dispute a transaction?

All account disputes should be directed to Help Desk: 010 786 0264. You should call or write as soon as you believe that there is an error on your statement. Help Desk must hear from you within 60 days from the date of the statement on which the error appears. A Customer Service Representative will provide you with a dispute form to complete and return.

Am I responsible for transactions that I did not make?

Yes you are liable for transactions that happen on your card through people you have given access to your card.

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