General
Resolution Paths for PayWay Issues
1. Check the PayWay Website (FAQ / Help Center First) Visit the PayWay website for the FAQ section covering common issues such as: Registration problems Adding cards Verifying identity This can often provide quick solutions without contacting ...
PayWay Services
PayWay is a Ugandan-based fintech company offering a variety of digital payments and transaction services. Below are the key services offered by PayWay. 1. Airtime PayWay provides airtime for different mobile networks including Airtel, MTN Uganda, ...
PayWay Wallet
PayWay Wallet is a digital mobile wallet app offered by PayWay Uganda that lets you pay bills, top-up airtime/data, send and receive funds, and link cards/mobile money. The wallet allows you to use your mobile phone as a wallet/account and supports a ...
PayWay Application Programming Interface (API)
The PayWay API is an online system that allows businesses, developers, and organizations to integrate PayWay’s payment services directly into their systems, websites, or mobile apps. Benefits of PayWay API for Third Parties Payment Acceptance: Accept ...
Express PayWay (Autoloads and Batch Payments)
Express PayWay is a PayWay product designed to process transactions for multiple service providers in batches or groups at scheduled intervals. Benefits of Express PayWay Efficiency: Optimizes resource usage for high-volume transactions. ...
Reversals
When Reversals Are Done Reversals are only processed in the following cases: Funds credited wrongly Funds credited in excess Funds deposited as airtime Process for Reversals Verification The agent first establishes why the customer needs a reversal. ...
Wrong Top-Ups
Steps to Resolve Wrong Top-Ups Collect Required Details from the Retailer Correct top-up number Business name Proof of payment Verification The customer care team verifies the details provided by the retailer. Forwarding for Resolution Verified cases ...
Float Transfer
Process for Float Transfer Initial Engagement The agent engages the retailer to understand the reasons for the float transfer. If the POS machine is faulty, the customer is encouraged to bring the machine to the office for assistance before ...
Faulty POS Machine
Steps to Troubleshoot a Faulty Machine Customer Provides Details The customer is requested to share any errors displayed on the machine or describe the challenge they are facing. This helps the agent understand the problem better. Agent Troubleshoots ...
How to Become a New PayWay Agent
Requirements for New Agents A complete list of requirements for different entity types is available at the following link: KYC Requirements for PayWay Agents Costs of Equipment POS Machine: USD 270 Bluetooth Printer: USD 100 Receipt Rolls: UGX 1,000 ...
How to Cancel a Withdrawal from My Wallet
Steps to Cancel a Wallet Withdrawal The customer logs in to their wallet on their mobile phone. Select the Withdraw option. Tap on Pending Withdrawal. Choose Cancel for the transaction. Tap Yes to confirm the cancellation. A notification message will ...
How to Withdraw Money from My Wallet
Steps for Withdrawing from Wallet Customer Initiates Withdrawal The customer taps Withdraw in their wallet app. The customer enters the amount to withdraw. The customer receives a secret code after initiating the withdrawal. Agent Processes ...
Savannah Not Connected
How to Resolve Savannah Connection Issues Please share the following details: Account number Date when the payment was made The agent will check the payment status on the PayWay platform. If the payment was successful, the customer or agent will be ...
Simba Not Connected
How to Resolve Simba Connection Issues Please share the following details: Account number Date when the payment was made The agent will check the payment status on the PayWay platform. If the payment was successful, the customer or agent will be ...
Zuku Not Connected
How to Resolve Zuku Connection Issues Please share the following details: Decoder number Date when the payment was made The agent will check the payment status on the PayWay platform. If the payment was successful, the customer or agent will be ...
Missing Float
How Missing Float Is Resolved The retailer is provided with an account statement for reconciliation purposes. The retailer is required to share: The date the float is missing The amount missing Where necessary, a customer care agent assists the ...
How to Check Account Balance for a Blocked Terminal
Information Required Please share the following details: Business name Terminal number Date when the terminal was last used Once these details are provided, the agent will generate a statement to help confirm your account balance.
Missing Receipt ID
Information Required Please share the following details: The number on which the payment was made Terminal number Date range of the transaction Service paid for Amount Once these details are provided, the agent will check the PayWay platform and ...
Failed Withdrawal
Steps to Resolve a Failed Withdrawal Please share the number from which the money was withdrawn. We will check the status of the transaction. Based on the status: The transaction will be reprocessed or resent, OR The customer will be advised to ...
Where Can I Buy Paper Rolls?
How to Get Paper Rolls Paper rolls are available for purchase at the PayWay office. Alternatively, you may contact your regional sales agent, who can arrange delivery to your location for convenience. This ensures you always have printing supplies ...
Where Is the PayWay Office Located?
PayWay Office Location Our office is located at: Forest Mall, Lugogo 1st Floor Unit 37/38 Please visit during official working hours for assistance.
Request for Receipt ID
Information Required To retrieve the receipt ID, please share: The number on which payment was made The date range of the transaction The amount paid Once these details are provided, the receipt ID will be shared with the retailer.
Request for Account Statement
1. Request via Support Please share the following details: Business name Terminal number Desired time frame (e.g. specific dates or month) Once received, we will process and share your account statement. 2. Generate Statement via Self-Care Bot You ...
How to Know My Top-Up Number
Information Required Please share the following details: Your business name Your terminal number Once these details are provided, we will check and confirm your top-up number.
How Can I Know My Terminal Number?
1. Check a Recently Printed Receipt Look at any recent receipt you have printed. The terminal number is clearly displayed on the receipt. 2. Contact Support for Assistance If you do not have access to a receipt: Share your business name Provide your ...
How to Check Data Balance on the POS
Steps to Check Data Balance Remove the SIM card from the POS machine. Insert the SIM card into a mobile phone. Use the phone to check the data balance through the network’s standard method (USSD code or data settings). Once done, reinsert the SIM ...
Faulty POS Machine / POS Displaying Chinese Language / Printing Issues
Common POS Issues Requiring Office Support Please bring the POS machine to the PayWay office if you experience any of the following: Faulty POS machine POS displaying Chinese language POS printing small letters POS printing faint or unclear letters ...
How to Check Data Balance on the POS
Steps to Check Data Balance Remove the SIM card from the POS machine. Insert the SIM card into a mobile phone. Use the phone to check the data balance using the network’s usual method (USSD code or data settings). Once confirmed, reinsert the SIM ...
How to Repair a Printer Using the PayWay Talk App
Steps to Repair the Printer Power on the printer and ensure it is switched on. Turn on Bluetooth on your phone. Go to your phone Settings → Bluetooth and search for available devices. Select RPP02N (this is how the printer appears). When prompted for ...
Printer Is Printing Small Letters
Steps to Fix Small Print Size Long press the Power and Feed buttons at the same time. Keep holding until the printer makes three beeps. Restart the printer. Print again and confirm that the text size is back to normal. These steps reset the printer ...
How do I get float? / Where to get float
1. Bank Deposits You can get float through bank deposits. For your convenience, below is the list of our official PayWay bank account details: Stanbic Bank: 9030005718723 DFCU Bank: 01103502758688 Guaranty Trust Bank: 216121467151180 ABSA Bank: ...