Instant Money Contact Details

Instant Money is the Standard Bank service for sending money to someone who does not have a bank account. It has its own contact centre number, which is not the general Standard Bank banking line.

Official contact channels

• Instant Money contact centre: 0860 466 639, option 1 for self service or option 2 for a consultant
• Cellphone banking USSD: *120*212#
• Bulk Payments for businesses: instantmoneybulkpay@standardbank.co.za
• The Instant Money app on Google Play, the Huawei store and the App Store
• Standard Bank fraud line, to report a new incident: 0800 222 050

The USSD string is the quickest route for the three things people most often need: resending a voucher, resetting a PIN code and checking a voucher status. Use 0860 466 639 rather than the general personal banking number 0860 123 000, because the voucher system is separate from ordinary account servicing.

What this organisation provides

There are six ways to send money: online banking, the banking app, cellphone banking, partnered retailers, the Instant Money Wallet, and Bulk Payments for businesses. The recipient needs only a valid South African cellphone number, and they collect the cash using a four digit PIN that the sender shares with them. The wallet can hold vouchers up to R25 000 a month and can also be used to buy airtime and data.

Vouchers are valid for three years, so an unredeemed voucher has not been lost and does not need to be reported as missing money. Bulk Payments clients can set a shorter validity period on the vouchers they issue.

Address and operating information

To send money at a retailer till you must present your South African ID book or smart card, your own South African cellphone number and the recipient South African cellphone number. There is no branch requirement, and the service runs through partner retailers rather than through Standard Bank branches.

One retailer rule catches people out. If the recipient did not receive the SMS, SPAR is the only retailer that can resend the last active voucher, and it will ask for proof of identity. Where the voucher was created through the banking app or online banking the full voucher number is displayed to the sender instead, and a Bulk Payments client can resend vouchers themselves without involving a retailer at all.

Support and escalation routes

Start on 0860 466 639 for anything voucher related. A complaint that is not resolved there goes to the Standard Bank complaint route on 0860 101 101 or complaint.resolutioncentre@standardbank.co.za, and after that to the National Financial Ombud Scheme South Africa on 0860 800 900. If you believe a voucher has been redeemed fraudulently, use the fraud line on 0800 222 050 rather than the ordinary queue, because the PIN is the only control on collection and time matters.

Sources

• Standard Bank Instant Money page: standardbank.co.za
• Standard Bank contact details: standardbank.co.za/southafrica/personal/contact-us/contact-us-details
• National Financial Ombud Scheme South Africa: nfosa.co.za