ChatWallet FAQs Get all your questions answered

Getting started

What is ChatWallet?

ChatWallet is a digital Wallet in WhatsApp that lets you send and receive money easily and buy electricity, airtime, and data. You can also receive payments, withdraw only what you need and keep your money safely in your Wallet. You don’t need to be an existing Absa customer or have an existing bank account to use ChatWallet.
Can I apply for ChatWallet if I'm not an Absa customer?

Yes, you can.
Can I apply for ChatWallet if I don’t have a bank account?

Yes, you can. You don’t need to have a bank account to apply for ChatWallet.
What type of phone do I need to apply for ChatWallet?

Any smartphone that supports WhatsApp and has a working front camera can be used to apply for ChatWallet.
Can I apply for ChatWallet if I’m not a South African citizen?

Yes, if you have a valid South African ID number.
What do I need to apply for ChatWallet?
You must be 18 years or older

A valid South African ID number

A RICA’d cellphone number that’s linked to WhatsApp
Do I need data to use ChatWallet?

Yes, this includes WhatsApp data.
Where can I get the latest terms and conditions for ChatWallet?
Go to Main menu

Tap on Wallet options

Tap Terms and Conditions

Security

Is ChatWallet safe?

Yes, it is. Your ChatWallet is only active once you have been verified. ChatWallet is protected by a digital PIN which you’ll enter when you log in to provide additional security. Your messages are also secure so no one can see what you’re doing.
Is my money safe in a ChatWallet?

Yes, it is. Your ChatWallet can only be accessed using your digital PIN. This means that you’ll only be able to get your money once you are logged in securely.
Is banking in WhatsApp secure?

Yes. Your ChatWallet is protected by the digital PIN you created. Do not share your PIN with anyone.
How do I stop someone opening my ChatWallet?

Make sure you don’t share your digital PIN with anyone.
Why do I need to provide an ID number?

We need your ID to make sure the details you have provided are yours. This also helps us prevent fraud by making sure no one is creating a ChatWallet using your details.
How do I verify my identity?

When you apply for ChatWallet we'll ask you to take a selfie, which will be used to verify your identity with the Department of Home Affairs. The verification takes a few seconds.
How do I end my ChatWallet chat?

Just type “bye”, “quit” or “logout”. If we don’t hear from you, your chat will automatically end after 6 minutes to keep your ChatWallet safe.

Pay

How do I resend a notice of payment?

You can resend Notice of Payment from Beneficiary management under Wallet options. Find the beneficiary, select Options and send the notice of payment.
How can I send money?

You can send money to a cellphone or bank account number, even if the recipient doesn't have ChatWallet. Select Pay from the Main Menu and follow the instructions.
If I do a CashSend to someone from my ChatWallet, do they need to go to an ATM to withdraw the cash?

No, if they already have a ChatWallet they will receive the money into their Wallet. They can also apply for ChatWallet and have the money deposited into their Wallet.
Can I reverse a payment?

No, transactions can’t be reversed.
How long will payments from my ChatWallet take?

Payments from ChatWallet to a cellphone number or an Absa account are instant.
Payments from ChatWallet to an account at a different bank (e.g. Capitec, FNB) take up to 48 hours.
Will my payment still go through if my data finishes while using ChatWallet?

This depends on your network. Please view your transaction history when you have recharged. If the transaction is not in your transaction history, you’ll need to try again.
My beneficiary didn't get my payment, but the payment was successful and the money has left my account.
Please send an email to EFTPaymentQueries@absa.co.za with:

Your ID number

Account number paid

Date of payment

Amount paid

Preferred contact number.
Can I do PayShap payments from ChatWallet?

No, you can’t.

Buy

Can I buy electricity for my meter?

Yes. You can buy electricity in your ChatWallet for yourself or for someone else.
I didn’t receive my airtime or data voucher, what do I do?

Check your transaction history to make sure the purchase has gone through. If it hasn’t, please call 08600 08600. Make sure you have the cellphone number you purchased for, date and time of your purchase.
I didn’t receive my electricity tokens, what do I do?

Check your transaction history to make sure the purchase has gone through. If it hasn’t, please call 0800 014942 for assistance. Make sure you have the date and time of your purchase.
Can I reverse a prepaid purchase?

No, prepaid purchases can’t be reversed.
Will my purchase still go through if my data finishes while using ChatWallet?

This depends on your network. Please view your transaction history when you have recharged. If the transaction is not in your transaction history, you’ll need to try again.

Withdraw from my Wallet

How do I withdraw from my ChatWallet?

From the Main Menu within ChatWallet, select Withdraw and follow the steps.
How do I withdraw a CashSend?

You can withdraw a CashSend at any Absa ATM. You’ll need the 10-digit withdrawal code and 6-digit access code.
Select Cardless banking at the ATM and follow the instructions.
What do I do if my CashSend withdrawal fails at the ATM and I can’t see it in “Unredeemed CashSends” in my ChatWallet?

Select “Talk to us” on the ATM.
Call 0860 286 286 to report the faulty ATM. You will need the ATM number on the ATM screen.
If you are using an ATM at a branch, ask a branch consultant to help.
Visit your nearest branch.

Top up my Wallet

How do I add money to my ChatWallet?

You can add money to your ChatWallet by making a deposit at the ATM or a payment into your ChatWallet using your cellphone number or bank account number.
How long does money take to reflect into my ChatWallet?

Absa bank account to Wallet – Instant
Other bank accounts – Up to 48 hours
ATM deposit – Instant
How do I share my Wallet details with someone?
Select Wallet options from the menu

Select View Wallet details

Tap Share details

Forward your Wallet details via WhatsApp
How do I make a deposit into my ChatWallet at an ATM?

Go to an Absa ATM. Select Cardless banking and follow the steps.
What if the ATM doesn't have the option for a deposit?

You’ll need to find an Absa ATM that allows deposits. This is normally indicated on the sticker on the outside of the ATM.
Someone has sent me money to my ChatWallet. How long do I have to wait before using it?

You can use your money as soon as it reflects in your available balance.

Managing my Wallet

Can I view my recent transactions?

You can view your last 25 transactions under Transaction history from your ChatWallet.
Can I get a statement for my ChatWallet?

No, you can't. You can view your last 25 transactions under Transaction history.
Where can I find my account number?
Select Wallet options from the menu

Select View Wallet details
How do I change my ChatWallet PIN?
From the Main Menu, select Wallet options

Select Change PIN

Create your new PIN
What do I do if I forget my ChatWallet PIN?
Select Forgot your PIN?

We’ll scan your face to verify your identity - just like onboarding

Create your new PIN
What do I do if I have entered my digital PIN incorrectly multiple times?

After 3 failed attempts, you’ll be asked if you would like to reset your PIN. We’ll scan your face to verify your identity and you’ll then be asked to create a new 5-digit PIN.
I'm trying to reset my digital PIN, but facial bio is failing, what do I do?
Before you scan, make sure you:

Avoid direct sunlight

Remove glasses

Remove hats

Keep still

Place your face in the oval
If I change my ChatWallet digital PIN, will it update my PIN on my other digital channels?

Yes, it will. Your Absa Online Banking digital PIN will update. Your passcode on your Absa Mobile Banking app will not update.
I have a new cellphone, how do I access my ChatWallet?

ChatWallet is linked to your WhatsApp account. Once you get a new cellphone and activate your WhatsApp, you’ll be able to use ChatWallet.
My account is locked as I have reached my ChatWallet limit, how can I access my funds?

You’ll need to visit a branch to upgrade to a full transactional account.
Can I have multiple users linked to my ChatWallet?

No, only one user can be linked to your ChatWallet.
Can I change the cellphone number linked to my Wallet?

Yes, you can. Select 'I have a new number' from the ChatWallet Welcome screen.
Can I add another cellphone number to my Wallet?

No, only one cellphone number can be linked to your ChatWallet.
What are Quick Actions?

Quick Actions are simple messages and shortcuts you can use to transact faster. E.g. 'Pay John R100'
How do I close my ChatWallet account?

Please call 011 501 5096.
Monday to Friday: 08:00 to 16:30
Can I get a tax certificate for my ChatWallet?

There is no interest paid on ChatWallet so a tax certificate is not required. If you need a tax certificate visit your nearest branch.
Will my ChatWallet be closed if I don’t use it?

No, a ChatWallet can't be closed unless you put in a request to close it.

Using my Wallet

How do I get my money if I don't have my phone or WhatsApp?

To get your money you need a phone with WhatsApp and a working front camera.
For more help call 0800 41 41 41.
Will I be able to use my ChatWallet if I’m in a foreign country?

Yes, as long as you’re connected to Wi-Fi or have data, and you’re using your South African cellphone number on WhatsApp.
Can I use cellphone banking to access my ChatWallet?

No, you can’t.

Limits and fees

What are the fees on my ChatWallet?

The latest fees are available on https://www.absa.co.za/rates-and-fees/
What are my ChatWallet limits?

You can have a maximum balance of R25,000 in your ChatWallet.
A maximum combined daily payment, purchase, and withdrawal limit of R5,000.
A maximum combined monthly payment, purchase, and withdrawal limit of R25,000.

Fraud

What do I do if I notice a fraudulent transaction on my ChatWallet account?

To report fraud, call 0860 577 577.
What do I do if I think my ChatWallet has been hacked?

To report fraud, call 0860 577 577.
What happens to my ChatWallet if my phone is lost or stolen?

Call or WhatsApp our Fraud Hotline on 0860 557 557 or visit your nearest branch to suspend your online banking profile.
Once you have your new device, you can call us on 0860 557 557 to assist with reactivating your digital profile.

ChatWallet FAQs - Get all your questions answered

Getting started

Security

Pay

Buy

Withdraw from my Wallet

Top up my Wallet

Managing my Wallet

Using my Wallet

Limits and fees

Fraud