Knowledgebase: EcoCash
Customer Information
Posted by Customer Services on 28 March 2012 12:57 PM

What do I do in case of a wrong transfer?
Wrong transfers are reversible on the EcoCash system, upon rigorous vetting of the sender and recipient and if the money has not yet been cashed or withdrawn. Please make sure you verify all details before transferring cash.

Is it possible to top up unregistered users?
Yes, you can top-up any Econet pre-paid number using your EcoCash account but you cannot top-up any other network.

What happens if I do not get an SMS from EcoCash confirming the transaction?
On occasion there may be a delay in receiving your SMS from EcoCash. Call the customer service line 114 who will advise on the status of your transaction on the EcoCash system.

What happens if the Econet network is down?
You will not be able to send and receive messages if the network is down. However as soon as the network is back up, normal services will resume.

Is a photocopy of my passport or ID sufficient to register, or do cash transactions at an Agent?
No. You will be asked to produce your original ID or Passport.

Will my transactions be limited to the Agency store where I registered?
No. You will be able to carry out transactions at any EcoCash agency store and not limited to where you registered.

What happens when I lose my SIM?
Please note that if you lose your SIM card you do not lose your EcoCash account or account credit. Please call helpline 111 to have your account suspended immediately. After that you can proceed to the nearest Econet shop to get a SIM replacement after positive identification by an Econet representative.

How safe is my money?
Your money is not resident on your SIM card but on your EcoCash account which no one can access without your PIN. This makes it very secure. Please do not disclose your PIN to anyone including family and friends.

I am not receiving SMS confirmation for the transactions I have done
This could be as a result of one of the following:

  • Your inbox is full. You will need to delete some messages
  • You have diverted messages to screened messages. Check the Screened Messages Inbox. If the messages are there, remove EcoCash from the Screened numbers list.
  • If none of the above works, contact Econet Customer Care on 111 for more assistance.

Can I buy airtime through EcoCash if I am out of the country?
Yes. As long as there is EcoCash value in your account and you have roaming on your line.

What are the charges? Is it cheaper than a bank account?
It is cheaper to operate than a bank account because you are not charged monthly service fee but charged as per transaction. Get a copy of the charges at any EcoCash Agent nearest to you.

Are there any restrictions on my EcoCash Account?
Yes there are limits in various categories which are as follows

  • Monthly limit : $2000
  • Daily spending limit : $500
  • Transaction spending limit  : $200
  • Airtime daily limit :$100

Minimum transaction amounts:
•    Cash In: $5   
•    Send Money to a registered user: $0.50
•    Send Money to a non-registered user: $2
•    Cash Out by a registered user: $2
•    Cash out by a non-registered user: $2
•    Buy Airtime: $1

NOTE: Maximum transaction amounts are set in compliance with Reserve Bank Anti-Money Laundering and Financing of Terrorism rules.

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