UNAYO Personal Account FAQs

• Assisted services mode is available to all users who have the UNAYO app installed on their smart phone.
• It turns your smart phone into a "kiosk" that allows other users without a smart phone to open an account, upgrade their account, apply to become merchants or open a business.
• It also offers another way for people to access their day-to-day banking and perform all the UNAYO transactions.
• You can also use this as a place to reset your PIN.

• You can locate an UNAYO merchant using the "Locate services' feature on the landing page of the app

- Type in the name of the merchant you are looking for, or search for the merchant that is closest to you.

• You can access your Unayo account and carry out transactions through the internet on your smartphone, tablet or computer.
• It's quick, free and allows you to do tasks, such as sending money, paying bills and adding contacts/beneficiaries easily
• On Unayo Internet Banking you can:

• Add contacts
• Pay contacts
• Buy airtime and data
• Transfer between your accounts
• Send Money

Functions/Features coming soon on Unayo Internet Banking

• Cross border payments/Remittances
• Salary Payments
• Grant Payments

• You can access your cash at participating UNAYO merchants, Standard Bank branches and ATMs, as well as retail partners

• When transacting at a merchant, you can perform cash in and cash out transactions, as well as redeem vouchers and pay for goods

• You can use any USSD capable phone for USSD, this includes "feature" and smart phones

• No, you can only access USSD on your own device. If you are unable to access your profile, you can log in using assisted services mode on another UNAYO user's smartphone.

• You don't have to wait and can use USSD immediately after opening an account.
• As soon as you've opened your account, on USSD or the smart app (on your own device or assisted services mode), you will be able to access any UNAYO channel using the single PIN you created.

• Yes, you can add multiple trusted devices to your account. This means that you will be able to access your UNAYO account on any one of those devices. To add a trusted device, you can install the UNAYO app (or reinstall the app). Once you have confirmed your country and language, you can select the "login" option and provide your credentials to add the device as a trusted device. This will allow you to access your account on the device in future, or until you remove the device as a trusted device.

• UNAYO is a completely digital solution and as such, does not yet have cards. You can use the smart app or USSD at merchants to pay for goods, and cash in or cash out. You can also cash out at the ATM and Standard Bank branches in certain countries

• A contact is similar to a "beneficiary", you can add multiple payment types to one contact.
• You can add them directly from your phonebook and make payments to their email or mobile number, instead of just their account.
• You can also add them as a trusted contact and share your account with them.

• A trusted contact is a contact or beneficiary with enhanced capabilities. To add another user as a trusted contact, you need to invite them to become a trusted contact. This is done in three ways:
  • If you would like to share an account with the person, open the app and navigate to the "Accounts" tab, using the buttons on the top of the screen. The select the account you would like to share and press the "sharing" tab. You will then see the option to "share this account". Once you have selected this, you will be able to follow the steps to share the account with the trusted contact of your choice.
  • Select "Account sharing" under "Contacts" on the Transact tab (landing page). You can then select the contact you would like to share your account with and you will be guided through the trusted contact process.
  • You can add a new contact by selecting them from your phonebook or providing their details. After that you have the option to "Trust" them by selecting the option, or select the "Sharing" tab. You can then follow the steps to "Create a trust relationship".

• Loans on Unayo will be coming soon.

• UNAYO is available in the following languages
  • English
  • Tumbuka
  • Chichewa
  • Siswati
  • Sesotho
  • Setswana
  • Portuguese

More languages will be added as we roll out to new countries.

• UNAYO is currently available in different countries, including Malawi, Eswatini, Lesotho, Botswana and Kenya.
• New countries are being added all the time. Please keep an eye on the Country pages for more information.

• Unayo is a secure digital platform, powered by Standard Bank. Unayo makes it easy for you to transact instantly from wherever you are – even if you don’t have a bank account

• To open a business account, you will need to open an UNAYO Pro account (by providing the required documents). After your account has been approved, you can open a business account.
• You have two options:
  • You can use the UNAYO smart app (log in and swipe to the left screen to begin your application)
  • Use assisted services mode on someone else's smart phone (log in and swipe to the left screen to begin your application

• When you sign up as a Member, you do not get your own account.
• You can have access to an account if another client shares their account with you, instead of opening your own account

• When you sign up as a Dependent, you do not get your own account because you are a minor
• This means you will have access to an account owned by another UNAYO account holder.

• You can sign up to become a micro merchant if you have a Pro account (personal) or a business/super merchant if you have a business account.
• Once you have your account, the process of applying to become a merchant takes a few minutes.
• You need to accept the terms and conditions, provide a couple of documents, confirm your trading location and whether you would like to make it searchable on UNAYO, and sign a contract* - this can be done directly on your device, or you can email it to yourself to print, sign and send it back. Your application will then be sent to the back office for review.

*Country and regulation dependent. Please visit your country page for more information

• Ratings are designed to allow customers and merchants to manage their interactions on UNAYO and ensure that they are not abused. Once you have completed a transaction at a merchant, they are able to rate their interaction

• If you enter your pin incorrectly on USSD, two options appear:
  • Enter PIN and
  • Forgot PIN.
• Clients select the "Forgot PIN" option and follow the steps.
• Alternatively, you can use Assisted services mode on someone else's UNAYO app
  • Open the app, press Assisted services mode on the landing page, press Forgot PIN when you are in Assisted services mode and follow the steps

• No, you have one PIN to access both USSD and the smart app

• If you think that someone knows your PIN, you should change your PIN. This can be done on the smart app, USSD or using assisted services mode.

• Please contact your country's UNAYO contact centre for assistance. Visit your country page for more information.

• Please contact your country's UNAYO contact centre for assistance. Visit your country page for more information.

• Your account will become dormant if you haven't used it for 12 months.

• Cash in is a deposit into your account

• Cash out is a withdrawal from your account.

• UNAYO clients can send money using a mobile number or email address.
• If the recipient is an Unayo client, funds will clear into their account immediately.
• If the recipient is not an Unayo client, they will receive a voucher and can either redeem it at a merchant (cash out) or open an UNAYO account and the funds will clear into their account

• Yes, you will be able to buy airtime and data on UNAYO from service providers who operate in your country

• In addition to buying airtime and data, UNAYO merchants will be able to sell these services through the app. They will also be able to earn commission for doing so!

• Yes, you can search for your biller as a public or "pre-defined beneficiary" on the EFT payment option. You can select the biller, then add the amount and reference number and pay.

• You can share your account details by accessing the account and selecting Share details.
• UNAYO's details differ between countries. Please visit your country page and download the Key Facts Document for the list.

• Currently, UNAYO transactions are domestic only. Cross-border or international payments are expected to be available in 2022. Please visit your country page for more information.

• You can find your QR code by opening the app and viewing the transact screen.
  • Under "merchant" you will have the option to "accept payment".
  • When you press this icon, you will see your QR code.
  • If you have multiple accounts, you can scroll between them to see a unique QR code for each.
  • You can share this QR code to allow people to pay you remotely, or they can select the "scan to pay" option from their app.

• You can use the QR code to transact, but you could also create a payment voucher. The payment voucher allows users on USSD to make payments to your account without scanning the QR code. Smart app customers can also use the payment voucher option.

• To become an UNAYO merchant, you will need to apply using the smart app or assisted services mode on someone else's smart phone.
• After that, you can transact using USSD.
  • Once you have logged in, you will have access to the full list of UNAYO transactions, which will include "process voucher". You will still earn commissions based on the transaction type

• The validity of a Send Money voucher differs by country and the expiry period is displayed on the voucher. It is typically valid for 7 days.
• If the voucher expires before it is redeemed, the funds will become available in the sender's account.

• The validity of a cash in voucher differs by country and the expiry period is displayed on the voucher. It is typically valid for 15 minutes.
• If the voucher expires before it is redeemed, the funds will become available in the sender's account.

• The validity of a cash out voucher differs by country and the expiry period is displayed on the voucher. It is typically valid for 15 minutes.
• If the voucher expires before it is redeemed, the funds will become available in the sender's account.

• Unfortunately, funds cannot be reversed if you have paid the wrong account.
• You will need to contact the account holder and ask them to return your funds by sending them back to you.  Please make sure you are paying the correct person.

• Unfortunately, funds cannot be reversed if you have paid the wrong account
• You will need to contact the account holder and ask them to return your funds by sending them back to you.  Please make sure you are paying the correct person.

• A QR or "Quick Response" code is barcode that, in this case, represents your UNAYO account. Other users can scan this code to make payment to your account by using the "scan to pay" function in the UNAYO app.

• Your recipient doesn't need to present any documents when redeeming their UNAYO voucher for cash. They will need to present the SMS or email that contains a valid voucher code and the UNAYO merchant will be able to assist them.

• You can view available vouchers on the smart app and USSD.

• Some UNAYO countries allow for partial voucher redemption. This means that you can decide to redeem or cash out half/some of the money that was sent to you.
• When you present your voucher to a merchant, specify the amount that you wish to redeem, and they will be able to assist you.
• You will be sent a new voucher for the balance of the funds that you can redeem before it expires.
• Please note that you will be charged a cash out (transaction) fee for each redemption. Please visit your country page for more information.

• Transactions on UNAYO happen instantly, so recipients will receive the funds into their accounts within seconds.
• If they are not UNAYO customers, they will receive an SMS or email with their voucher details within seconds of the transaction being completed.