Mobile Money Account Verification Challenges

When adding funds via Mobile Money, our system requires that the names on your Mobile Money account, your Ghana Card, and the name used to create your account with us match exactly. If there is any discrepancy, the transaction may not go through. Below are common issues and steps to resolve them, along with real client examples.

Q1: Why am I receiving a name mismatch error when adding funds via Mobile Money?

This error occurs because the name on your Mobile Money account does not exactly match the name on your Ghana Card or the name registered with us. For security reasons, all three names need to match.

Solution:

• Verify that the name on your Mobile Money account is exactly the same as the name on your Ghana Card.
• Also, ensure that the name used to create your account with us matches these records.

Example: One may have their surname on the Mobile Money account as "Tetteh," while on the Ghana Card it is "Tettey." This slight difference caused the system to reject the transaction.

Q2: The names on my Ghana Card and Mobile Money account are slightly different. What should I do?

If the names do not match, even if it's a slight difference (e.g., spelling, or arrangement of names), our system will flag this. You need to ensure all names are identical.

Solution:

• Contact your Mobile Money service provider to update the name on your Mobile Money account to match your Ghana Card.
• Alternatively, reach out to us with your updated Ghana Card, and we will assist in changing the name on your account to ensure it matches with your Mobile Money account.

Client Example: A client had their Ghana Card name arranged differently compared to the one on their Mobile Money account. We advised them to reach out to their Mobile Money provider (MTN) to correct the discrepancy.

Q3: How can I change the name on my account with you?

If you discover that your name on our system is different from the one on your Ghana Card or Mobile Money account, simply contact our customer service team.

Solution:

• Send a request with a copy of your Ghana Card to our team, and we will promptly update your name in our system to match.

Q4: What can I do if I still cannot verify my Mobile Money account after correcting the name?

If you’ve corrected your name on all platforms and the issue persists, please follow these steps:

1. Retry the Mobile Money verification.
2. If the issue continues, try using the Card payment option temporarily until the Mobile Money verification issue is resolved.

Q5: How long does it take to update my name and resolve this issue?

Once you've submitted the correct Ghana Card details or updated your Mobile Money account name, the process is usually instant. However, it may take a few minutes to reflect across all systems.