ZedWallet Frequently Asked Questions

You can register by yourself or with any ZEDWALLET Agent. You will require:

1. A registered and active ZedMobile SIM Card
2. Your NRC ID card

To register by yourself:

Dial the ZEDWALLET USSD code *115# or download the Zedlife Mobile App. Accept the Terms & Conditions

1. Enter your NRC number and confirm details
2. Create a memorable 4-digit ZEDWALLET PIN
3. Re-enter your new ZEDWALLET PIN
4. Wait for the confirmation SMS

To register at a ZEDWALLET Agent or ZedMobile Shop:

The ZEDWALLET Agent or Store Assistant will either ask you to enter your fingerprint or ask for your phone number and NRC number. You will receive a prompt on your phone to accept the Terms & Conditions. Create your ZEDWALLET PIN. Wait for the confirmation SMS.

You can register up to five ZEDWALLET accounts under the same name. Each ZEDWALLET account will have its own PIN and transaction records. You cannot see the transactions of one account in another line.

Note that per regulations, your ZEDWALLET account balance will be shared across all your lines. For example, if you are a Tier 1 customer with a 20,000 Kwacha account limit and have registered two ZEDWALLET accounts, should one of your accounts hold 8,000 Kwacha, the other account can have a maximum of 12,000 Kwacha. If you reduce the balance of your first account to 5,000 Kwacha, your second account could now hold 15,000 Kwacha.

No. ZEDWALLET registration is free of charge.

Maximum balance across all your accounts is 20,000 Kwacha for Tier 1 and 100,000 for Tier 2. Limit per transaction is 10,000 Kwacha. You can upgrade your account by visiting our retail stores or ZedWallet agent near you with your TPIN.

You can deposit money in your ZEDWALLET Wallet by;

1. Visiting any ZEDWALLET agent near you with your NRC ID and phone.
2. Transferring money from your Bank account directly to your ZEDWALLET wallet.

Visit your Nearest ZEDWALLET Agent with your ID the ZEDWALLET voucher SMS

You need to cash in the Voucher within 7 days of receipt or it expires after which the cash is reversed back to the sender

1. Send Money (Registered and unregistered).
2. Withdraw Cash

See our pricing charts for more information

The below transactions are free of charge on ZEDWALLET Receive money domestically or from abroad

1. Buy Talk-time & ZedMobile packages
2. Business payments
3. Statements
4. Balance Check
5. Any account related activities

1. Dial *707# to report a lost or stolen line
2. Your line will be barred and your ZEDWALLET account frozen so that no transactions can happen on your wallet
3. Visit any ZEDWALLET Agent or ZedMobile Retail Center near you for a SIM card replacement with your identification document

Your ZEDWALLET account can be unfrozen and safely transferred to your new number by our retail staff.

Setting your Security Questions is required in order to reset your PIN by yourself. You can set your Security Questions on USSD or the ZEDLIFE app under the Account section.

To reset your ZEDWALLET PIN:

• Via USSD, dial *115#, Select My Account, Manage ZEDWALLET PIN then Forgot PIN
• Enter your Year of Birth as per your ID
• Select a security question to answer
• You will be sent a temporary PIN via SMS
• Open a new USSD session by dialling *115# and select Create New PIN
• Enter your Temporary PIN
• Create a new ZEDWALLET PIN
• You can now transact using your new ZEDWALLET PIN

• Via app, on the login screen, select Forgot PIN
• Enter your Year of Birth as per your ID
• Select a security question to answer
• You will be sent a temporary PIN via SMS
• Enter your temporary PIN on request
• Create a new ZEDWALLET PIN

Or visit any ZedMobile Retail shop or call the Contact Center on 111 for assistance

Your ZEDWALLET account will lock if you enter your PIN wrongly three times.

To unlock your account, open the USSD or ZEDWALLET | ZedMobile app and enter your Year of Birth when requested.

Fraud happens when ZEDWALLET customers disclose their personal account and ZEDWALLET PIN details to another person.

To minimize Fraud an ZEDWALLET Customer should;

1. NEVER disclose your ZEDWALLET PIN to others. Keep your PIN secret or change it if you suspect it has been exposed to others.
2. NEVER give any SIM card information like PUK, Your document ID, account balance or ZEDWALLET PIN to anyone over the phone.
3. Always report/confirm by calling the ZEDWALLET Contact Center any suspicious activity or requests concerning your ZEDWALLET account.

Our Contact Center will NEVER ask for your ZEDWALLET PIN.

The below customer self-service options are available

1. Unlock PIN
2. Reset PIN (Forgot PIN)
3. ZEDWALLET Statement
4. ZEDWALLET Reversal

You can access a full ZEDWALLET statement on USSD and the ZEDWALLET | ZedMobile app.

• Via USSD, dial *115#, Select My Account then Statement
• Choose the statement duration
• Enter your email address

• Via app, go to the ZEDWALLET tab
• Select 'See More' on ZEDWALLET Transactions
• Select 'Export Statements
• Choose the statement duration and select Export Statement
• Your statement will appear as a PDF that you can download to your device or share

The maximum duration for statements is 6 months

• Call Customer Care on 111
• Select the Change Language option from the automated list then select the language you wish to change to

• Via USSD, dial *115#, Select My Account then Change Language
• Select the new language

• Via app, on the login screen, select the language in the top left corner
• If you are logged into the app, go the Account section and select the language

You will receive a confirmation SMS every time you change language.

International Money Transfer is a service that enables ZEDWALLET registered customers to receive money in their ZEDWALLET wallet from friends and loved ones all over the world.

You can then use the money received in your ZEDWALLET wallet to send money to another person, pay bills and utilities, withdraw the money at any ZEDWALLET agent and even purchase Talk-time.

You can receive funds from the US, UK, Africa and the Middle East directly to your ZEDWALLET wallet

No. The funds are received in your ZEDWALLET wallet in Kwacha.

Funds will be received in your ZEDWALLET wallet almost instantaneously and within seconds of being sent.

Reversing a transaction requires the consent of the receiver. There are three way to request a reversal:

Copy the transaction SMS to 115:

• After completing the transaction, send the whole ZEDWALLET notification message to 115 via SMS.

Via the ZEDWALLET ZedMobile App:

• Once you complete a transaction and realize it was erroneous, tap on the Reverse transaction icon on the ZEDWALLET APP. You will find this either on the transaction confirmation page or by finding the transaction in your ZEDWALLET Transactions.
• You will be presented with reasons why you want to initiate the reversal e.g. wrong amount, wrong recipient, other etc.-Select the reason

Call the Contact Center directly on 111

• Select the Request a Reversal option and follow the instructions
• When you request a reversal, you will receive an SMS response from "Reversal" that the request has been started
• ZedMobile will at this point begin engaging the 2nd party for the reversal and you can expect an update to be shared within 48 hours.
• You are encouraged to check your SMS messages for an update from the header "Reversal" on the status of the reversal.
• Note a reversal will not be possible if the unintended recipient refuses or has already used the funds.
• Reversal requests for historical transactions are also not possible.

Call the contact Center on 111 for the Voucher to be resent to your phone.

1. Call 111
2. Email: ZEDWALLETcustomercare@ZedMobile.co.zm