Need some help?

View frequently asked questions about:

Every day use

How much does it cost?

There are no additional fees or charges to use Masterpass. Your normal card fees apply (same as for card machine payments).

What kind of mobile device do I need to download the Masterpass app?

You will need an Android, iPhone, or Windows smartphone.

How do I access my profile?

You can access your personal information by selecting the Menu icon in the top left-hand corner of your app home screen. Select Contact details, enter your profile password and View or Edit any of your details.

How do I update my billing and shipping addresses?

This is done by selecting the Menu icon in the top left-hand corner of your app home screen. Select either Billing details or Shipping details, enter your profile password and View, Update or Edit any of your details.

I forgot my password, what do I do?

You can reset your profile password by selecting the Menu icon in the top left-hand corner of your app home screen and clicking on Change password. Please note you will be required to reenter your shipping and billing details, as your old details will no longer be available when you reset your profile password.

How do I delete the Masterpass app from my mobile device?

We're sorry that you have chosen no longer to use the Masterpass app. Go into your app store and uninstall the app from your mobile device.

Managing my cards

What cards can I use with Masterpass?

You can add most South African bank-issued credit, debit, and cheque cards from Mastercard, Visa and American Express®.

How do I add a new payment card?

Click on the Cards tab on the home screen of your Masterpass app. Click on the New card button at the bottom of your screen and follow the prompts to enter your new card details.

Please note: You will need to replace your cards when they expire.

How do I remove a card?

Click on the Cards tab on your Masterpass app home screen and click on the actual card you would like to remove. You will be asked to Remove Card.

How do I change my preferred payment card?

Click on the Cards tab on your Masterpass app home screen and choose the card that you would like to set as your new default card. You will be asked to Set as default card.

How many cards can I load?

You can load seven cards

My card was declined by the merchant, what should I do?

Check the reason for the decline on your receipt. Check the expiry date of your cards. If the card information is correct, try to remove and reload the card, otherwise it's best to call the bank or financial institution that issued the card to see why it was declined. There is usually a customer service number for the issuing bank on the back of the card.

What if the merchant doesn't accept the card I want to use at checkout?

Although we allow you to save all major cards in your wallet, some merchants may not accept all cards. If a card is not accepted, you will not be able to choose this card at checkout, and the card icon will be disabled.

Do I still earn my card rewards points?

Yes, you will continue to earn rewards points for card spend as you do for using a card machine. The Masterpass app may also offer you additional rewards if you register on the app for Games and rewards.

For my safety

Is Masterpass safe to use?

Absolutely. It's our top priority to keep your personal information safe, and our secure servers are built and maintained to do just that.

What should I do if my mobile device is lost or stolen?

Don't worry, your card information is still safe and secure with Masterpass and is not stored on your device. For extra security, in case your wallet password is the same as other unsecured passwords on your mobile device, you should change your password. Contact your network service provider and have your SIM card blocked. Once the phone has been replaced you will need to download the app again and set it up to transact.

Tip: Never enter your PIN into someone else's mobile device. Your PIN should be entered only into your own mobile device and only within the Masterpass app during the Masterpass transaction that you have initiated. Make sure that no one else can see your PIN when you enter it.

For my business

How much does Masterpass cost?

Merchant fees would be negotiated between the merchant and Nedbank. You may incur additional costs to implement Masterpass for online or in-app purchases.

How do I become a merchant?

There is a Masterpass agreement stipulating the terms and conditions that you would be required to sign. If you are new to Nedbank merchant services, the FICA process is applicable.

When will my bank account be settled?

We settle every account daily (except on Sundays and public holidays). If your settlement account is a Nedbank account, your money should be paid into your account by the next day. For non-Nedbank accounts the normal interbank settlement rules will apply, which means the money should be in your account within two working days.

How many QR codes can I have?

You can have as many QR codes as you require. These can be set up with unique references for ease of reconciliation.

Can I still receive tips when customers pay with Masterpass?

Yes. This is easy to set up and it can be done at the onset or requested at a later stage.

Can my customers pay me with the Zapper or Snapscan apps?

Customers with the Masterpass app are currently able to scan and pay a Snapscan QR code. Capability for a Snapscan wallet to scan a Masterpass QR code is imminent. Zapper is not yet available.

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