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M-PESA GlobalPay Virtual visa card

Yes, you do need to register an M-PESA Account to open an M-PESA Virtual Card.

You can access via M-PESA App or USSD *334#.

On M-PESA APP:
▪ Log in to your M-PESA APP.
▪ Select the Grow Tab.
▪ Select the GlobalPay tab, to activate your M-PESA GlobalPay.
▪ Select your card color.
▪ Enter PIN.
▪ You will receive an SMS with the card number and expiry.

On M-PESA USSD (*334#):
▪ Dial *334#.
▪ Select Lipa na M-PESA (Option 6).
▪ Select M-PESA GlobalPay (Option 5).

Yes, you can apply for a new Virtual Card after your existing one is cancelled due to inactivity. However, this is limited for a maximum of four (4) new Card Credentials within one (1) year, after activating your first Card Credentials.

To avoid your Card being cancelled due to inactivity, make sure to use it at least once every 3 months for any transaction, even a small one.

You can only apply for a maximum of four (4) new Card Credentials within one (1) year, after activating your first Card Credentials.

Safaricom will apply a markup of 3.5% on the transaction value at the prevailing forex rate for international payments. This will be based on the exchange rate of the billing currency (Ksh) to the currency used at the time of purchase e.g. (USD, GBP, etc.). There will be no other charge such as the M-PESA transaction fee.

You can choose to renew your card when it expires. Any transaction details relating to your expired Card will automatically be transferred to your new Card.

No, you will not lose your M-PESA account. However, you will not be able to access the Virtual Card service until you activate it via M-PESA App or USSD.

This is a VISA virtual card that is linked to your M-PESA wallet. The M-PESA GlobalPay virtual VISA card enables you to make payments to International online merchants for goods and services using your card details.

•The card includes a 16-digit card number, expiry date (mm/yy) of the card and the security code also referred to as CVV.

No. This is a virtual card that will be accessed through the M-PESA App or USSD *334#.

An M-PESA customer will only be eligible for one card per ID. The service will only be accessible through one registered mobile number. To change to a new mobile number, the customer will need to cancel the card and opt out of service first and activate afresh.

M-PESA customer limits will apply i.e., the minimum amount of Ksh 1/= and a maximum of Ksh 250,000 per transaction with a maximum limit of Ksh 500,000. The minimum amount will change based on the prevailing USD–KES rate. (NB: Minimum amount is dynamic and equivalent to $1 to ease settlement procedures)

Safaricom will apply markup of 3.5% on the transaction value at the prevailing forex rate for international payments. This will be based on the exchange rate of the billing currency (Ksh) to the currency used at the time of purchase e.g. (USD, GBP etc.) There will be no other charge such as M-PESA transaction fee.

No. In case of a reversal, the total amount reversed back to the customer is not inclusive of the 3.5% forex markup fee.

The Card expires after 3 years. You will be informed at least 4 times before your card expires in the following intervals: - 1 month, 7 days, 3 days, and 1 day to expiry.

Yes. A card will become dormant if it is not used for 6 months. One can, however, activate directly from the M-PESA App or USSD.

No. You can only pay to international online merchants that accept VISA cards such as Netflix, Amazon, AliExpress, etc. For a transaction initiated to a local online merchant e.g., Jumia, the M-PESA Customer will receive an appropriate message on the checkout option advising them to use the Lipa na M-PESA option.

Some merchant categories are restricted on M-PESA GlobalPay Virtual Visa card e.g., gaming, gambling, money transfer services, and cryptocurrency.

No, the card cannot receive funds and is only used to make online payments.

No. Fuliza will not be available for M-PESA GlobalPay Payments.

This is a security feature that enables merchant sites to ensure you are the real owner of the card to reduce fraudulent activities on your card and it is generated by the customer during the payment process to verify the payment. All CVV generated will only be valid for 30 minutes.

No. Every time you want to make a payment, a CVV number will be generated, and it will only be valid for only 30 minutes.

No. These are confidential numbers that should not be shared with anyone, including Safaricom Staff.

This is a type of SMS that appears directly on your main screen and is not automatically stored in the message inbox. The M-PESA GlobalPay service utilizes Flash SMS messaging to further secure the VISA Credentials.

It is a feature recommended to customers to keep track of their expenditures as the set budget, however, it will not stop the payments from going through when the set limit has been reached.

Merchants are allowed to store card details of the customer for future billing dependent on the services they provide. This is in particular for subscription-based services, as they can bill the customer every monthly cycle without the customer having to go back to the web site. It is therefore important that the customer removes the card details from the site upon not wanting the services or goods. When the customer receives insufficient funds messages, there's a high probability that there's a merchant that is trying to bill him/her for a monthly based service and at that point the customer doesn't have the necessary funds. As such the customer needs to either credit the account to allow the transaction to go through or remove the card details from the merchant site.

A repeat payment permits a merchant to debit your M-PESA wallet for regular payments e.g., subscription services such as NETFLIX. Repeat payments need customer authorization.

No. Once you input your card in a merchant website for any subscription services and enabled repeat payments, the payments will not require you to enter your M-PESA PIN in the next billing cycle, as funds will automatically be deducted from the M-PESA account . Customers are advised to ensure that they keep their card number, validity period and CVV details as securely and privately to avoid anyone else from using their card details for subscription services, as they would end up being deducted.

All disputes must first be followed up with the respective Merchant, and if you do not receive any response within 7 days from the time the transaction was done, then you can follow up on the same with Safaricom. The customer is expected to follow the cancellation and refund policies of the merchant before raising any dispute.

Should you fail to reach an amicable agreement with the participating retailer.
• you may contact Customer Care, visit our retail shops, or access the dispute resolution form that is published on the Safaricom website to lodge a dispute.
• On receipt of a duly filled dispute form, we will contact Visa for resolution. The expected timelines of resolution of a dispute depends on the dispute as will be determined by Safaricom and Visa.
• If the dispute is because of transaction authorization error, Safaricom will resolve the dispute within 72 hours. However, if the dispute is between you and the participating Retailer, the maximum resolution time is forty-five (45) working days. Raise a dispute process.

Where double deductions occur, the merchant usually refund a payment within 72 HRS. However, if you do not receive any refund within 72 hours, you should follow up with the Merchant directly via the link/email they have provided in their website. If no assistance is received after 7 days, you can then raise a dispute to Safaricom via the Dispute Form for further assistance.

All follow-ups for pending reversals should be done with the respective Merchant from where the payment was made. You can fill up the escalation form that the merchant has provided on their online platform. Please note: escalations done via the merchants have a shorter SLA (Service Level Agreement), compared to raising it through Safaricom, which will take 45 days.

The customer will not be charged to make payments for online purchases from global merchant sites. However, a forex markup of 3.5% applies to the prevailing forex rate of the billing currency at the time of purchase.

This is a feature that displays to the customer an estimate of the final cost. The actual cost is affected by the dynamic changes in foreign exchange rates.

I.Activate the M-PESA GlobalPay Service

On M-PESA USSD(*334#):

a)Dial *334#

b)Select Lipa na M-PESA

c)Select M-PESA GlobalPay

d)Accept terms and conditions

e)Enter M-PESA PIN

f)You will receive a 16-digit number in a flash SMS. This is your M-PESA GlobalPay Visa credential (PAN)

g)You will also receive the validity period of the card in a separate flash SMS (Expiry).

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Grow tab

•Select the GlobalPay tab, to activate your M-PESA GlobalPay.

•Select your card color.

•Enter PIN.

•You will receive an SMS with the card number and expiry.

II.View M-PESA GlobalPay details

On M-PESA USSD(*334#)

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select View Card details

e)Enter M-PESA PIN

f)You will receive your card number and validity period for the card in 2 flash SMS messages

ON M-PESA APP:

•Log in to your M-PESA APP.

•From the Grow tab select M-PESA GlobalPay.

•Select show card details.

•Enter M-PESA PIN

•Your card details will be displayed on the screen in the Card Format. (PAN, Expiry & CVV)

III.Generate CVV (USSD)

On M-PESA USSD(*334#)

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select Generate CVV

e)Enter M-PESA PIN

f)You will receive a 3-digit number in a flash SMS.

g)The CVV is only valid for 30 min. Ensure you are at the merchant site and ready to check out before generating the CVV.

ON M-PESA APP:

•Log in to your M-PESA APP.

•From the Grow tab select M-PESA GlobalPay.

•Select show card details.

•Enter M-PESA PIN

•Your card details will be displayed on the screen in the Card Format. (PAN, Expiry & CVV)

IV.Suspend Card ON USSD

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select Manage Card

e)Select Suspend

f)Select the reason for suspension

g)Enter M-PESA PIN

h)You will receive a successful notification indicating suspension of the card.

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Grow Tab

•select M-PESA GlobalPay.

•Select your Suspend Card.

•Provide reason for suspending card.

•Enter M-PESA PIN.

•Receive message of successful card suspension.

V.Unsuspend Card

On USSD

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select Manage Card

e)Select Unsuspend

f)Enter M-PESA PIN

g)You will receive a successful notification indicating unsuspension of the card from M-PESA GlobalPay

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Grow tab

•Select M-PESA GlobalPay

•Select your Unsuspend Card.

•Enter M-PESA PIN.

•You will receive a notification indicating successful unsuspension of the card from M-PESA GlobalPay

VI.Cancel card

On USSD

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select Manage Card

e)Select Cancel

f)Enter M-PESA PIN

g)You will receive a successful notification indicating the card has been successfully cancelled.

ON M-PESA APP:

•Log in to your M-PESA APP.

•From Grow Tab select M-PESA GlobalPay.

•Select the 3 dots right above your GlobalPay Card.

•Select Cancel Card.

•Enter M-PESA PIN.

•You will receive a notification indicating successful card Cancellation.

VII.Mini-statement

On USSD

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select My M-PESA GlobalPay option

d)Select Mini-statement

e)Enter M-PESA PIN

f)You will receive an SMS notification with the last 5 transactions done on the card.

ON M-PESA APP:

•Log in to your M-PESA APP.

•From the Grow Tab select M-PESA GlobalPay.

•All your recent transactions are visible on the Homepage

VIII.Enabling Repeat Payments

On USSD

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select Repeat Payments

e)Accept terms and conditions

f)Enter M-PESA PIN

g)You will receive an SMS notification with a confirmation on enabling recurring payments

ON M-PESA APP:

•Log in to your M-PESA APP.

•From the Grow Tab select M-PESA GlobalPay.

•Select Enable Repeat Payments (just beneath your GlobalPay card).

•Select Enable.

•Enter M-PESA PIN.

•You will receive a notification confirming successful enablement of Repeat Payments.

IX.Disabling Repeat Payments

On USSD

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select Repeat Payments

e)Select Disable

f)Enter M-PESA PIN

g)You will receive an SMS notification with a confirmation on disabling recurring payments

ON M-PESA APP:

•Log in to your M-PESA APP.

•From the Grow Tab select M-PESA GlobalPay.

•Select Disable repeat payments.

•Enter M-PESA PIN.

•You will receive an SMS notification with a confirmation of repeat payments disabled.

X.Manage Card – Monthly Budget

On USSD

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select manage Card

e)Select ‘Monthly Budget’

f)Enter amount

g)Enter M-PESA PIN Message Received – Dear customer, you have successfully enabled spend limit controls with a threshold of Kes. XXXX for the M-PESA GlobalPay service. You will receive a notification once you reach the limit

ON M-PESA APP:

•Log in to your M-PESA APP.

•From the Grow Tab select M-PESA GlobalPay.

•Under the Spending tools option, select Set Budget.

•Enter your monthly budget amount and select Set Budget.

•Enter M-PESA PIN.

•You will receive a notification on the screen - Monthly budget successfully created. On the M-PESA GlobalPay page, you will be able to view the amount used so far, from your set monthly budget.

XI.Check Monthly Budget Usage Status.

On USSD

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select Manage Card

e)Select Monthly Budget

f)Select check Usage Status.

g)Enter M-PESA PIN. Message Received – Dear customer, your usage as at DD/MM/YYY is Ksh XX,XXXX. Your current limit is Ksh XX,XXX.

ON M-PESA APP:

•Log in to your M-PESA APP.

•From the Grow Tab select M-PESA GlobalPay.

•On the M-PESA GlobalPay page, you will be able to view the amount used so far, from your set monthly budget.

XII.Opt Out

On USSD

a)Dial *334#

b)Select M-PESA GlobalPay option

c)Select Opt Out

d)You will receive a notification showing successful opt out

ON M-PESA APP:

•Log in to your M-PESA APP.

•From the Grow Tab select M-PESA GlobalPay.

•Select M-PESA GlobalPay

•Select the 3 dots just above your card.

•Select Opt out and confirm.

•Enter M-PESA PIN.

XIII.Raise a Dispute

On USSD

a)Dial *334#

b)Select M-PESA GlobalPay option

c)Select Raise a Dispute

d)You will be redirected to a Webpage where you will fill out a form. Once submitted, you will be contacted by a customer support agent within 24 hrs to commence the dispute resolution process.

ON M-PESA APP:

•Log in to your M-PESA APP.

•From the Grow Tab select M-PESA GlobalPay.

•Select the 3 dots just above your card.

•Select Raise a Dispute option and fill the required details. Once submitted, you will be contacted by a customer support agent within 24hrs to commence the dispute resolution process.

• For any queries, dial 100 for prepaid customers, and 200 for postpaid customers.
• For M-PESA-related queries, please dial 234 for assistance.
• Visit our Retail Centers /Care desks,
• Access our social media handles; Twitter – @Safaricom_Care and @SafaricomPLC, Facebook - www.facebook.com/SafaricomPLC.