FAQ’s
Agent App
Registration
What do I need to become a SendSpend Smart Agent?
What do I need to become a SendSpend Smart Agent?
For Master Agent you will need the following:
- Active UK SIM card (any network)
- Form of identification (ID, Passport or Driver’s licence)
- Bank account added to Agent app
- Proof of Address
For Sub Agent you will need the following:
- Active UK SIM card (any network)
- Master Agent Mobile Number
What is the difference between Master Agent and Sub Agent?
The master agent is able to withdraw and deposit with his/her bank account as well as have linked Sub Agents.
The Sub Agent must link to a master agent and rely on the master agent if requesting funds.
How many linked Sub Agents can a Master Agent have?
You can have multiple linked Sub Agents and are able to view all linked accounts on the Master Agent account.
How many Smart Agent accounts can I have?
You can only have one account which is linked to your mobile number.
Why during the registration I can’t put in my nickname as my first name?
You must use your full name and surname as on your ID when registering.
Can a Sub Agent upgrade to a Master Agent?
No, there is no way for a Sub Agent to become a Master Agent.
I chose the wrong name option during registration and now my ID is blocked, how do I unblock it?
You will need to contact SendSpend support for them to unblock your ID.
Can I use a SIM card that isn’t from the UK for registration?
No, you have to use a UK-registered SIM card for registration.
After adding my bank account, how long does it take to get the veri verification PIN code?
This could take up to 48 hours for the code to appear in your bank account.
Do I need to have my SIM card in the phone when using the Agent account?
No, but you will need your SIM card if you try to recover your password as it needs to send an SMS OTP (one-time password) to your phone.
Where can I download SendSpend Agent application?
You can download the SendSpend Agent application straight from Google play on your Mobile device.
Click here to download the App.
Can I use the SendSpend Agent Application on my computer?
The SendSpend Agent application can only be downloaded and installed on mobile devices such as phones and tablets.
Can I use the SendSpend Agent application even if I already have the SendSpend Customer application installed?
Yes, you can have one SendSpend Agent account and one SendSpend customer account active on one device.
Why wont the SendSpend Agent Application my nickname when registering an account?
You must use the first and last name which is found on your Identity Document for added security.
Deposit / Withdraw
Is there a limit to the amount of active requests I can have?
No, you can see all your active requests on your application in the confirmed appointments tab.
Is there a way to disable incoming requests?
Yes, in the request tab there is a slider you can move on or off for incoming requests.
Is there a way to view appointments made per day instead of all on the page?
Yes, in the confirmed appointment page there is a calendar icon on the top right next to the home icon which you can sort via date.
How do I get more funds on my Sub Agent account to get started with requests?
Simply go to “Money Deposit & Withdraw” and select deposit, you will be asked to specify an amount you want from the Master Agent you are linked too. Once the Master Agent has accepted the amount you requested the funds will get added to your account balance.
How do I send money I made for the day to the Master Agent I am linked with?
Simply go to “Money Deposit & Withdraw” and select Withdraw, you will be asked to specify how much you want to send the Master Agent. A request will be sent to the Master Agent to accept, once the Master Agent accepts the amount the funds will be taken off your account balance.
If I turn off my phone will I still get requests?
No, if your phone is off or you log out of your device your session to SendSpend will be terminated until you log in again.
Do I have to have my application open all the time to receive requests?
No, you can still minimize your app and do other things. You will receive a notification if new requests come through while minimized.
Settings
Can I adjust the fees charged to the customer?
Yes, in the settings you can change the withdraw and deposit fee.
Where do I find “Settings”?
You can find the settings on the main landing page, it is the cog wheel located on the top left-hand corner of the screen.
Why does it always ask for my PIN code when I want to edit my profile?
This is just added security as you are able to change your login password in your personal information page.
What are the Min / Max I can adjust the fees?
The minimum is 0.5% and the Maximum is 10%.
Can I change my profile photo for my Agent Account?
Yes, in the settings section under personal information you can change or update your current profile photo.
What is the purpose of the code in the wallet information?
This is a unique code issued to your wallet.
Can I change my PIN Code I created during registration?
No, it is important that you don’t forget/give out your PIN code to anyone.
Can I change my Password I created during registration?
Yes, in Personal Information you can change/update your password you use for logging into your account.
Can I add another bank account to my Master Agent account?
No, only one bank account per account however you can edit your bank account which you have added.
Why can I not add a bank account as a Sub Agent?
If you need money as a Sub Agent you will need to do a deposit to the Master Agent you are linked with.
How do I logout of my SendSpend Agent Account?
Press on the “home” icon so that you are back on the main landing page. Once there you will see that the home icon changes to a logout icon on the top right-hand corner which you can use to successfully log out of your SendSpend Account.
My Agents
How many Sub Agents can I have linked to my Master Agent Account?
There is no limit to how many Sub Agents you can have currently.
Where can I view linked Sub Agent Accounts?
On the main landing page, you simply select “My Agents” and go to the approved tab and you will be able to see a list of all your accepted agents.
Is there a way to de-link a Sub Agent from my Master Agent Account?
You will need to contact SendSpend Support and submit a ticket.
Can a Sub Agent become a Master Agent?
No, you either register your account as a Master Agent or a Sub Agent.
Are there any controls that allow me access to a linked Sub Agent’s account?
No, you can only deposit and withdraw with the Sub Agent which is linked to you.
Account Summary
Can I see a history of my transactions?
Yes, you can view all your transactions if you go into your account summary and press on your home currency.
Why can I not add another currency as a sub agent?
Only a Master agent can add a different currency.
Why can I not delete a currency?
If you have had or exchanged money with a foreign currency you will not be able to delete it.
How often is the exchange rate updated?
It is updated every 5 min
How do I get back to the main landing page from the Account Summary page?
Simply press the home symbol on the top right-hand corner of the screen to take you back.
Non-Wallet Customer Withdraw
Does the customer need the SendSpend application to use this feature?
No, they will receive a voucher code via SMS which they will need to give you.
What does the customer require to give me for a non-wallet withdraws?
The customer needs to give you the sender’s number, their own number, the voucher code and the amount which was sent to them.
Security
What do I do if I forget my password to log into my SendSpend account?
You can recover your password on the main login screen by selecting the “recover” option and following the prompts that follow.
What do I do if I forget my PIN code number I created?
The only way to recover your PIN code is to submit a ticket to the SendSpend Support Staff.
I have logged in incorrectly too many times and my account says it’s blocked, how do I unblock it?
You can use the recover password option and once a new password is created your account should be unblocked. If you are still having issues please contact support customerservice@sendspend.com
Can I change the name I registered with?
No, for Security you are not able to change the name you registered with.
When I register a SendSpend account it says that my ID is already in use but I have no SendSpend account, what do I do?
Please contact SendSpend support and submit a ticket, this will be looked into by the support agents.
Lost PIN
Please contact customer service by phone or email customerservice@sendspend.com a copy of your ID Book/Card or certified copy of your ID for verification. Once your ID has been successfully verified, a SendSpend representative will contact you with further instructions on the recovery of PIN.
Additional Questions
Can I cancel an appointment made with a customer?
Yes, you can find the appointment in your confirmed appointment page and select and press cancel.
Can I rotate the orientation of my SendSpend Agent Application?
No, it is set to portrait and cannot be changed.
What version of Android does SendSpend Agent application work on?
You must use Android 6 and above for the application to work.
Can the SendSpend Agent application work offline?
No, you have to have an active internet connection to use the application.
Can I view my transaction history offline?
No, you will need an active internet connection to log in to your account and view your transaction history.
Will the SendSpend Agent application work on all phones?
The SendSpend Agent application will only work on Android phones.
Can I add a moving image such as a gif as a profile image?
No, you can only use a still image.
Send/Request Money
How long does it take to send money from myself to my family in another country?
Instantly, However you will need to be a Gold Tier user to transact internationally
Who can I send money to?
You can send friends or family money for free domestically, quickly and easily all you need is their contact number. You can also send money internationally as long as you are a gold tier and above.
If I send a certain amount of money to a friend can I edit the transaction before he accepts?
No. You will need to cancel the request and then redo the transaction.
Tier Users
How do I become a Gold Tier User?
You will need to upload your ID documents which can be found in the settings on your application.
How do I become a Platinum Tier User?
You will need to add your proof of residence as well as bank account to your SendSpend Account.
How much money can I deposit per month?
- Silver member – 3000 ZAR Per month
- Gold Member – 10000 ZAR per Month
- Platinum member – 150000 ZAR per Month
How much money can I withdraw per month?
- Silver member – Unlimited
- Gold member – Unlimited
- Platinum member – Unlimited
What is the maximum balance I can have in my wallet?
- Silver Member – 8000 ZAR
- Gold Member – 30000 ZAR
- Platinum Member – 150000 ZAR
What is the maximum amount I can send / request per month?
- Silver Member – Unlimited
- Gold Member – Unlimited
- Platinum Member – Unlimited
What is the maximum amount I can transact online per month?
- Silver Member – Unlimited
- Gold Member – Unlimited
- Platinum Member – Unlimited
Online Payments
Where do I get the forms to become an online merchant?
Call or email merchants@sendspend.com to get the payment plug-in for your shop
What do I need to become an online merchant?
A registration form applied for and filled out from SendSpend as well as the SendSpend API.
Addtional Questions
My phone switched off while I was doing a payment, how do I know if the payment was successful?
When you log back into your phone you will be able to check if the payment went through in your money balances and check the transaction history.
My internet dropped when I was doing a send request to a friend, do I need to send another?
You will be able to see all pending money requests or send requests on your main landing page; if it does not appear there then you will need to do the send request again.
Can I cancel a pending transaction?
Yes, you will just need to click on the transaction in the pending options on your main landing page (home screen) and once selected click on the cancel option before the requested transaction is completed by the person sent too.
What does Pending Authorization mean?
This means that it is currently waiting for the person you sent/requested money has received the request and needs to complete the transaction.
Can I View my transaction history offline?
No, You will need to always log in to your account before having access to your transaction history.
Can I rotate the orientation of the SendSpend application?
No, the orientation for SendSpend is set to portrait view only.
What do I do if I suspect there is fraud on my account?
Change your login password on your account and contact SendSpend support.
Will using the SendSpend application on low battery effect my transactions?
No, however, we recommend making sure you have sufficient battery when doing a deposit or withdraw with an agent as if you miss your appointment there will be a small cancellation fee.
Is there a limit to the amount of pending transaction requests one user can have?
No there is no limit.
What android version does SendSpend work on?
must be android 6 and higher.
Does SendSpend work on all phones?
The SendSpend application will only work on android smartphones.
How do I know when a transaction has been completed?
You will receive a notification on your SendSpend application.
How many contacts can I have on my SendSpend account?
There is no limit