Frequently Asked Questions

  • What is G-Kala?

    G-Kala is the Brand name for MoneyMaster Payment Services Bank’s financial services delivered to you in digital form through mobile phone (USSD) and Website. These financial services include;

    • Mobile Wallet
    • Bank Account
    • Merchant Payments
    • Business Solutions

    G-Kala allows digital transfer of electronic money from person to person, person to business and business to person via a mobile phone or web. The service is available to any customer, registered with G-Kala

    Our agent network serves as the primary interface for cash-in (deposits) and cash-out (withdrawals) on G-Kala.

  • What is a Digital Bank?

    A digital bank is a bank with no or very limited physical infrastructure. It neither has a banking hall nor bank branches. It offers similar services to brick-and-mortar banks. All the services are offered through the mobile phone and Web. Our G-KALA agents act as branches or touch points for customers.

  • Do customers need a bank account to use G-Kala??

    No, G-KALA is specifically designed to benefit customers who have no access to banks - either because they do not have a bank account or because they live too far away from a bank branch. Each transaction is made with a mobile handset or web, enabling our customers to do transactions from any location.

  • Do I need to have a bank account to use G-Kala?

    No, G-Kala has been designed so that people without bank accounts can use it. Your money is held safely in a bank account run by MoneyMaster PSB on your behalf.

  • What are the benefits of G-Kala?

    G-Kala offers a convenient, safe, fast and low-cost way to pay, receive, transfer and store money. G-Kala, works in real time and digitally, making it faster, convenient and cheaper than traditional money transfer services and safer since every transaction is protected and signed with a PIN.

  • Are there any subscription fees for using G-Kala services?

    No. There are no subscription fees, account maintenance fees, or any other hidden fees you may find elsewhere.

  • Can I use my airtime to top up my G-Kala account?

    No, your G-Kala account is completely separate from your airtime. You cannot top-up a G-Kala account using airtime. However, you can use your G-Kala value to buy airtime for yourself or any other subscriber of any operator in Nigeria. They do not need to be registered for G-Kala to receive airtime credit from you.

  • Do you give loans?

    No, we do not give loans as we are not allowed by the regulator CBN - Central Bank of Nigeria to offer loans

  • What do I need to join G-Kala

    To sign up for a basic account, you must be a Nigerian National or resident in Nigeria with just a phone number.

  • What are the benefits of G-Kala?

    Benefits of G-KALA include;

    • Deposit and Withdraw money
    • Send/receive money between G-KALA registered and unregistered customers (any individual with an active phone number)
    • Buy airtime for yourself as well as others
    • Pay bills e.g. utility bills such as Electricity, Water, DSTV and so on
    • Buy goods at a Merchant
    • No minimum balance required
    • Works with all types of phones
    • Fast, convenient, safe and easy to use
  • Do customers pay any monthly fee for having a G-Kala account?

    No. G-Kala charges are based on transactions carried out. There are no recurring charges for maintaining a G-Kala account.

  • How do I register for G-Kala?

    Just dial the G-Kala service USSD code <*995#> to self-register on G-Kala.  An unregistered customer may also visit a G-Kala agent to get registered

  • What is ‘Send Money’?

    It's a service that allows a user to send money to any Nigerian phone number or bank account.

  • Can I send money from my G-Kala account to other countries?

    No, the services are only available within Nigeria

  • Can I cancel a send money transaction?

    No. Once money has been sent to a customer, you will have to contact the customer directly to return the cash or Call our customer service for a reversal. However, if money is sent to a non-customer, and it is not claimed within 7 days, the funds would be automatically returned to your G-Kala mobile wallet.

  • How does G-Kala cash-in and cash-out work?

    When a customer wants to deposit or withdraw from a G-Kala account, they need to visit the nearest authorized G-Kala Agent.

    Dial <*995#> and choose withdraw money option

    Enter the agent’s code as displayed or advised by the agent, enter the amount, verify the transaction by entering PIN. Customer should carefully check the agent code and amount prior to confirmation. Wait for confirmation message of your transaction from G-Kala.

    • For withdrawal, collect cash from the authorized G-Kala agent
    • For deposit, give cash to the authorized G-Kala agent
  • How do I know if a transaction via USSD <*995#>has been processed?

    You will always receive an SMS and or email notification confirming the status of your transaction.

  • Is USSD compatible with every phone type?

    Yes, our users can use any mobile phone to access the USSD channel.

  • Does G-Kala work across networks?

    Yes. G-Kala is available for all subscribers regardless of the mobile service provider.  The service is available on Glo, MTN, 9Mobile and Airtel.

  • Can I use G-Kala Services if my mobile number is inactive?

    No. The G-Kala services are accessible only from an active registered mobile numbers.

  • Is there a limit to the amount of money I can send?

    Your transaction limits are dependent on your KYC tier limit i.e; it is dependent on documents shared by you at the time of registration

  • What is the difference between a registered G-Kala customer and an unregistered one?

    A registered G-Kala customer’s SIM card has a menu when you dial the USSD shortcode (*995#) and hence able to initiate G-Kala transactions. An unregistered customer is one who can receive money from a registered G-Kala customer. He/she can only cash-out funds from a G-Kala agent within 7 days, but cannot initiate any G-Kala transaction until they register on web or  dial the shortcode *995# to register.

  • What are the types of G-Kala accounts that can be opened – Tier 1, Tier 2, Tier 3?

    Depending on the KYC (Know Your Customer) documents submitted by the customer, there are three levels of accounts. The difference is on the limits applicable to each account as shown below.

  • What are my daily limits for transactions on G-Kala?

    Your daily transaction limit is dependent on the KYC level of your G-Kala account.

    • KYC Tier 1: N50, 000 per day
    • KYC Tier 2: N200, 000 per day
    • KYC Tier 3: N5, 000,000 per day
  • What is the maximum value that a G-Kala mobile wallet can hold?

    The maximum value you can have in your G-Kala account is dependent on its KYC level.

    • KYC Tier 1: N300,000 max
    • KYC Tier 2: N500,000 max
    • KYC Tier 3: No limit
  • What are the acceptable ID documents to open and operate a Tier-2&3 G-Kala Account?
    • Current International Passport
    • Current Driving License
    • National Identity Card
    • Voters card
  • Do I need an ID to register or transact at an agent outlet?

    For Tier-1 customers, no ID is required to register. But for Tier-2 and Tier-3 customers, an ID document and BVN are required to register. For all transactions, KYC document is required at an agent location especially for Cash-in and cash-out transactions

  • Can I use G-Kala if my line is expired?

    For access to your G-Kala account, it is important that the MSISDN remains active at all times through recharging with your network operator.

  • Can I save my money in G-Kala?

    Yes, you can open a Savings account with G-Kala and transfer funds into the account. The funds will start earning interest immediately. You can also transfer funds from the savings account to the G-Kala mobile wallet.

  • I already have a bank account. Can I access it using G-Kala?

    You can send money to other bank accounts using G-Kala and you can also put money into G-Kala account from other bank accounts

  • How do I access my account statement?

    This can be sent to your registered email address by requesting on the USSD code >MyProfile>Request Statement.

  • Is the money in a G-Kala account secure if a mobile phone is misplaced or stolen?

    Yes. Money in the G-Kala account is safe. Every account is protected by a secret PIN that is set by the G-Kala customer. If a phone is lost or stolen, the owner can do a SIM card replacement (SIM Swap) and access their account using the same secret PIN. Hence, it is very important that customers do not reveal their PIN to any other person, nor should they write it down anywhere.

  • Can customers request reversal for any transaction done by them at any time?

    Customers are advised to request reversal at the earliest in order to improve likelihood of successful reversal.

  • Does G-Kala know my PIN, is it secure?

    No. G-Kala does not know your PIN. Your PIN is created by you and should be known only to you. G-Kala will never ask you for verbal or written authentication of your PIN. This information is encrypted and blocked from viewing by anyone, including G-Kala employees.

  • Can I share my PIN with people who help me?

    Customers should not share or reveal their PIN to anyone, including known and trusted family members and friends, G-Kala agents or customer service representatives. The PIN should be memorized. It should not be written down anywhere. Keeping the PIN secret to yourself reduces risk of unauthorized use of your G-Kala account.

  • Is it ok to provide my account details such as username and password when asked?

    Under no circumstances should a customer provide anyone, even a member of G-Kala, with login information i.e. username and password. We will never require you to provide us with such information over the phone, in person or by email, nor will we send out emails with links or buttons telling you to update your account.

  • What should I do if I forget my PIN?

    In such cases, it is best to reset your PIN immediately by contacting G-Kala Customer Care +234 915 55 55 995.

  • What should I do if I share my PIN with someone by mistake or I feel that someone has guessed it?

    You should reset your PIN immediately! You can do so by dialing: <*995# > My Profile > Change PIN

  • I forgot my password. What do I do?

    Click the log in button. Below the buttons, you'll see a forgotten password link. Follow the instructions and you'll be able to reset your password.

  • What types of precautions should customers exercise when using G-Kala?

    G-Kala transactions involve very fast movement of money hence we advise customers to exercise extra care when confirming the same.

    • Check recipient numbers twice to avoid sending funds to wrong recipients.
    • Check that the agent code is correctly entered during withdrawal
    • Check that the merchant code is correctly entered during pay merchant or pay bill transactions.

    Customers should be suspicious about calls and text messages that ask them to send money in order to receive “rewards”. Instead, customers should report such senders / mobile numbers to G-KALA.

  • What should a customer do in case he/she has received funds from unknown sender / by error?

    Customer should NOT utilize such funds. The sender will initiate a reversal via request to G-Kala Customer Care Service. Utilization of funds received in error is a dishonest and unethical act and may be deemed a punishable offence.

  • What should a customer do in case of transfer to a wrong recipient?

    Customer should contact G-Kala Call Centre +234 915 55 55 995 immediately and request reversal by providing the transaction receipt. G-Kala will be able to reverse the transaction if the funds are still available in the recipient’s account and the recipient accepts the reversal request.

  • What are G-Kala charges for transaction reversal?

    There are no charges applied upon transaction reversal. Senders should note that only payment amount will be reversed. The charge applied upon the initial transaction is not reversible

  • What should a customer do in case reversal is disputed by recipient or fails due to insufficient funds?

    Customer may seek assistance from Law Enforcement Agencies

  • What may a customer do in case G-Kala is unable to resolve a complaint?

    G-Kala is committed to addressing and resolving issues raised by its customers. In the event that we are unable to do so despite internal escalation, customers have the right to refer the matter to the Regulatory Authority – CBN (Central Bank of Nigeria)

  • How do customers add funds to their wallet account?

    They need to open a wallet account either by doing self-registration or through a G-Kala agent. The 4-digit PIN created must be kept safe at all times.

    They are then ready to convert cash into digital money with the help of a G-Kala agent, who will send part of his/her own float (money with Agent in digital form) to their wallet account in exchange for the amount of cash provided. Customers can also pull funds from their bank accounts into G-Kala Account.

  • What can customers do with their wallet accounts?

    G-Kala customers can access a wide range of services, 24h a day, 365 days a year. These services save time and money and are delivered in real time. For example, a G-Kala customer can undertake some or all of the following transactions: -

    • Send money to another G-Kala customer
    • Pay bills (e.g. telephone, electricity, water, TV…)
    • Top up airtime
    • Pay for goods with merchants and other providers
  • How much does G-Kala cost?

    A tariff guide is provided and available at and also at agent’s location.

     

  • How is the G-Kala system monitored and regulated?

    G-Kala is regulated by the Central Bank of Nigeria(CBN). Each transaction made with G-Kala is electronic and can therefore be monitored and also have anti-money laundering checks done.

  • Who are the G-Kala agents and are they safe to use?

    G-Kala agents are recruited by G-Kala after a thorough selection and due diligence process. They are regularly monitored and re-trained, and G-Kala representatives visit them frequently.

  • Does the agent hold the money deposited by customers and is my money safe with them?

    G-Kala agents buy electronic-value of money in advance so that they can sell it to customers in exchange for cash (so the customer can “cash-in”); they also do the reverse, selling cash in exchange for electronic value (so the customer can “cash out”). The cash and G-Kala balances that agents manage and store are always their own. G-Kala facilitates the safety through a trust account.

  • How can I fund my G-Kala account?
    • G-Kala Agent: Kindly visit any G-Kala accredited agent to fund your account
    • Add cash from a Bank account: You can fund your G-Kala mobile wallet via internet banking or bank mobile app by transferring funds from your bank account directly to your G-Kala mobile wallet
  • Who can use USSD G-Kala Service?

    Any registered G-Kala user with any mobile phone can use the USSD service. A non-registered user will be prompted to register for the service when they dial the USSD code. 

  • What are G-Kala support hours?

    Our support channels are available 24 hours a day, 7 days a week. Simply contact us via any of the following channels if you need support:

  • Where is the G-Kala office located?

    Lagos Office (Head Office)

    50, Saka Tinubu Street

    Victoria Island, Lagos State

  • What is G-Kala for Merchant?

    G-Kala for merchant is a mobile wallet solution designed to conveniently allow Merchants to receive payments from their customers without physically handling cash. It is for all business owners (Small,

    Medium, Large scale businesses) who want to receive payments efficiently for sales of goods and services

  • Who is a Merchant?

    Merchant is any enterprise, large or small, which receives payments from customers for goods or services. Merchants may sell in person, remotely or both.

  • What are the types of Merchants?

    Types of Merchant

    1. Sole Proprietorship : Business entities owned by Individuals
    2. Enterprise: Business entity / Entrepreneurs which are duly registered with Corporate Affairs Commission
    3. Limited Liability Company: Private and Publicly owned companies.
  • What are the Categories of Merchant?

    Merchant Category

    • Buy Goods & Services
    1. Till payments (Rural and urban retailers with multiple registers)
    2. SME collections, FMCG distributors
    3. Enterprise collections
    4. Government organisations, Private companies
    5. Sports betting companies, music industry, job search
    6. Churches, Mosques
    7. Market Place (Ecommerce), content provider.

      • Billers
      1. Restaurants, hotels, airlines (flight information), schools, hospitals and clinics
      2. Transport: Transport and logistic companies + taxies & minivans
      3. Utility payments (DStv, GOtv), electricity payment
      4. Schools, health care organizations, immigration, police and security agencies, NGOs
  • How do I open a G-Kala Merchant account?

    Opening a G-Kala account is free and easy. You can do it via following channels:

    1. You may call our customer care +234 915 55 55 995 for instructions on how to join
    2. Dial *995# on your phone and follow the instructions to register.
    3. Call up our regional sales team & provide your First name, Surname and Phone number and the relevant documents
    4. Submit an enquiry form on our website moneymasterpsb.com
  • What is a Merchant Code?

    Merchant code is an 8 digit code given to the Merchant upon registration by G-Kala for identification purposes, it is used to track merchant transactions and must be quoted by the Merchant for any dispute resolution

  • What are the benefits of becoming a G-Kala Merchant?
    1. Retain your customers throughout and capture lifetime value, earn more profitability with more payment options through G-Kala
    2. Enrich safe and secure mode of payment for customer, banking transactions, funds transfers etc
    3. G-Kala Merchants will avail real time settlement for wallet to wallet transactions
    4. Never lose a customer due to change issues or non-availability of payment options
    5. Higher turnover leading to higher profitability
  • What are the transactions that can be carried out by G-Kala Merchants?

    Currently Merchants can do all the transaction related to payment collection through mobile.

    Merchants will soon be able to collect from any channel of payment including

    1. Mobile App
    2. Card
    3. QR Code
  • How does a customer make Merchant payment using G-Kala
    1. Customers can make payment to merchants by dialing *995#
    2. Select option 5 - Pay Merchant from the options
    3. Enter 8 digit Merchant Code
    4. Enter Amount
    5. Select 1 to “Accept”
    6. Enter the G-Kala PIN
    7. Confirmation of money credited to merchant and debited to customer is instant and confirmed via SMS
  • How will the G-Kala Merchant receive payment?

    Value of transaction amount is credited to the merchant wallet immediately after completion of customer transaction

  • How will I know that a transaction is successful?

    A transaction notification alert will be sent to both the merchant and the customer.

  • How are payment disputes resolved?

    The Merchant or Buyer should contact their respective banks to report the disputed transaction or the Merchant can get in touch with us by calling us at our call center +234 915 55 55 995 or the Regional sales team

  • What are the transaction charges?

    Please find below the transaction band and the corresponding Merchant fees for the transaction per slab and CBN guidelines

    • Buy Goods for Collection (inward):

    o   0.5% of the bill value

    • General Merchant (including domestic, international travels and entertainment) :

    o   0.5% of transaction value but not more than N1,000

  • How can I get more information on G-Kala?

    Kindly visit https://www.moneymasterpsb.com or contact our 24/7 call center +234 915 55 55 995 to get more information. You can also get in touch with our Regional sales team

  • What type of payments can be made at a G-Kala Merchant outlet?

    The following services are available currently at any G-Kala Merchant: -

    • Accept payments for Goods and Service

    Coming soon

    • Payment to State government levies/taxes, estate permits etc.
    • Payments for insurance premiums, airline tickets, embassies etc.
  • Who can use G-Kala services?

    Anyone can use G-Kala services – from students to artisans, traders, self-employed, professionals and anyone who requires access to basic financial services

  • What happens if my phone is lost or damaged?

    Your money is safe as the funds in your G-Kala mobile wallet is actually in the settlement bank and not on your phone.

    • However, you must ensure that your log-in details as a Merchant are not compromised in anyway.
    • Once you get another phone, you will have to undergo the set-up process after which your Merchant account details are synchronized with your new phone.
    • You can get in touch with us by calling us at our Call center +234 915 55 55 995 or the Regional sales team
  • What happens to my fund if I lose my handset or SIM card?

    Your money is safe as the money in the wallet is in the settlement bank and not in the phone.

    Your wallet is secured by a PIN that allows you to access the platform, this PIN is ONLY known to you and should not be shared with anyone else.

    You can get in touch with us by calling us at our Call center +234 915 55 55 995 or the Regional sales team

     

  • How can I get started as G-Kala Merchant?
    • Ensure you have a feature phone or smart phone
    • Complete and submit the registration form and provide the required KYC documents to Regional Sales Team
    • Receive validation and setup details

    Commence live transactions

  • Can I have more than one G-Kala account?

    Yes it is possible to have multiple G-Kala account with proper justification. Since G-Kala accounts are tied to a phone number or email address you need to submit fresh KYC details for a different phone number and email id

  • How can a customer find G-Kala Merchant?

    G-Kala Merchant can be found at any convenient business location close to you i.e roadside kiosks, parasols, eateries, fuelling stations, post-offices, local government secretariats, estate corner shops, shopping malls, pharmacy stores, salons, mom & pop shops etc.

  • How does G-Kala support its Merchant?

    G-Kala offers a well-resourced multi-level support structure to attend to its Merchants’ complaints.

     

    Depending on the nature of the complaint raised, the merchant will be contacted by our technical support team to ensure that issues are resolved in a timely manner

    The Merchant can get in touch with us by calling us at our Call center +234 915 55 55 995 or the Regional sales team

  • How do I use the dashboard?
    • Check the balance of all your e-cash transactions in one view.
    • View saved payments and the number of transactions made per payment category. You can also view the transaction history for the month.
  • What is the meaning of OTP?

    OTP stands for “One Time Password”, and is used to authenticate a transaction 

  • My G-Kala account is locked, what should I do?

    We take security very seriously. We lock an account when we identify a security risk such as multiple failed logins, or potentially fraudulent account activity.

     

    • Please note that we will direct you to the password reset page after 3 failed login attempts.
    • However, if you ignore the password reset prompt and you get to 5 failed logins, then we will lock your account for 12 hours.
    • However, you can still call our customer support team within the 12 hours window to unlock your account.
    • The Merchant can get in touch with us by calling us at our Call center +234 915 55 55 995 or the Regional sales team
  • What if I forgot my username?

    A Merchant can call G-Kala customer care on +234 915 55 55 995 to reset his/her username details. Customer Care executive will authenticate the Merchant by asking a few questions.

    Merchant will be asked to answer questions related to the details given at the time of registration and onboarding

    The Merchant can get in touch with us by calling us at our Call center +234 915 55 55 995 or the Regional sales team

  • What if I forgot my Password or PIN

    Merchant can call G-Kala customer care on +234 915 55 55 995 to have the PIN reset.

    Customer Care executive will authenticate Merchant by asking you a few questions.

    Merchant will be asked to answer questions related to the details given at the time of registration and onboarding

    The Merchant can get in touch with us by calling us at our Call center +234 915 55 55 995 or the Regional sales team

  • What do I do if customer funds are transferred to the wrong account?

    IMMEDIATELY call G-Kala customer care +234 915 55 55 995.

  • What happens if there is a delay and no SMS notification is received?

    You will receive an SMS from G-Kala notifying you of the delay. If both parties have not received notifications then call G-Kala to confirm status. If there is further delay, the merchant can get in touch with us by calling us at our Call center +234 915 55 55 995 or the Regional sales team

  • How long will it take for G-KALA to process the payment or how does settlement work?

    Payments are real-time and both customer and the merchant will receive an SMS notification confirming the same. This is applicable for G-Kala to G-Kala mobile wallet transactions.

    For Online Purchase / POS transaction, the settlement will be done in T+1 timelines as recommended by CBN

  • What happens if customer pays the wrong amount or overpays to merchant?

    Onus is on Merchant receiving excess payment to initiate a refund to customer.

  • How do I access my statement?

    Dial *995*55# from your mobile phone to access to merchant services

    1. Select option 3 from G-Kala merchant services USSD Menu
    2. Select option 2 to get Account Statement
    3. You can select various options for the period of Statement from 1month to 6 months
  • Can Merchant visit G-Kala offices to resolve a specific issue?

    The Merchant can get in touch with us by calling us at our Call center +234 915 55 55 995 or the Regional sales team

  • I need more training for G-Kala how to get the same?

    Merchant can get the training through our Regional sales team or a training material link can be sent by the customer care executive on the merchant’s registered phone number.        

  • How can I make payment to my suppliers?

    Dial *995*55# from your mobile phone to access to Merchant Services

    1. Select option2 to Pay Merchant to Merchant
    2. Enter Merchant Code to whom you want to send / transfer money
    3. Enter amount which you want to send / transfer money to other Merchant
    4. Details of the Merchant who would receive money will be displayed, verify the details
    5. Enter your G-Kala PIN to confirm the transaction
  • How is marketing promotion material sent to G-Kala Merchant?

    The Merchant gets the marketing promotion material through the regional sales teams. The Merchant may equally make his request via customer care.

    G-Kala will get the same delivered to the merchant as soon as possible

  • How do I check my onboarding status?

    The Merchant can get in touch with us by calling us at our Call center +234 915 55 55 995 or the Regional sales team

  • How do I transfer fund to my bank?

    You can dial *995*55# from your mobile phone to access G-Kala Merchant Services

    1. Select option 2 to Transfer to Bank
    2. Enter the Bank account number
    3. Select the bank to which the fund needs to be transferred
    4. Enter the amount to be transferred to the selected bank
    5. Enter the G-Kala PIN (Transfer to bank is completed)
  • How do I withdraw cash to G-Kala Agent ?

    Dial *995*55# from your mobile phone to access G-Kala Merchant Services

    1. Select option 1 to withdraw funds
    2. Select option 1 for Cash Out at Agent
    3. Enter the Agent Code
    4. Enter the Amount to be Cashed-out
    5. Confirm the transaction with Agent Name and Fee
    6. Enter the G-Kala PIN (Cash out to Agent is completed)
  • How do I check my account balance?

    Dial *995*55# from your mobile phone to access G-Kala Merchant Services

    1. Select option 3 from G-Kala Merchant Services USSD Menu
    2. Select option 1
    3. Enter the G-Kala PIN

    You will get confirmation on USSD and SMS on the account balance

     

  • Who is a G-Kala agent?

    A business entity that has been authorized by MoneyMaster to offer G-Kala services to customers. It is the touch point where customers can access G-Kala cash-in (deposit money) and cash-out (withdraw money) services over the counter (OTC)

  • Who can become a G-Kala agent?

    Any Individual or registered company with a permanent and visible business location that is willing to invest and is able to offer G-Kala agent services is encouraged to apply

  • What are the types of agents?

    G-Kala Agents are of two Types:

    1. Master Agents: these are agents that are directly under MoneyMaster PSB. A Master Agent is allowed to operate multiple agent points, some that belong to him and others that belong to other individuals or entities.

    Agent - These are individual outlets or stores that offer agent services to customers. Master Agents are enabled to create Agents which are outlets owned by themselves or other individuals or businesses; Agents share commissions with the Master Agents that recruited them.

  • What are the requirements to become a Master Agent?
    1. Documents:
    1. Certificate of Incorporation
    2. Copy of Memorandum and Articles of Association
    • Form CO2 and Form CO7
    1. ID Copies of Directors and owners
    2. BVN Number
    3. Business Permits for the Outlets/ Agent stores
    • G-Kala agent application form for each agent store
    • Application Letter containing: Business Name, Directors, type of Business, Bank details, Contacts and Company profile
    1. Bank Statement- At least 12 Months
    2. Clearance to engage in Agent Services from Community Chief, Regulator governing the business body etc.

     

    1. Minimum number of agent outlets: A Master Agent must have at least 3 outlets ready to offer

    G-Kala services under his company name. Proposed outlets shall be audited prior to commencement of business.

     

    1. Minimum trading period: The Master Agent Company MUST have traded for a minimum period of 12months prior to his application.
    2. Minimum G-Kala cash investment: An agent will be expected to provide a minimum of N400, 000 per outlet once the application is approved. Successful agents will be required to deposit this money within one month of signing the contract, failure to which the contract shall be revoked.
    3. Staff: The agent should preferably employ competent staff with a minimum of High school certificate to handle the service.
    4. Technical requirements:  The Master Agent head office must have the following equipment to ensure that operations are conducted in a professional manner:
    1. Computer and ancillary equipment with memory of at least 512 GB
    2. At least 2 people to handle head office operations on a day-to-day basis (may not be on a full time basis)
    • Internet connectivity with acceptable connection speeds.
    1. 1 printer for printing downloaded reports
    2. Any other items/equipment necessary to conduct the business such as desks, chairs, stationery, pens and a pay point
    3. A dedicated Head office mobile phone number
    • An official e-mail address.

     

    1. Premises and their maintenance: A Master Agent must conform to G-KALA branding and merchandising standards. The minimum branding requirements will be supplied to you on commencement of business
  • What are the requirements to become an Agent?
    1. Business registration documents (Certificate of Incorporation, Business Registration Certificate, Business License)
    2. Proof of tax obligation to state (optional for start-ups)
    3. Physical Outlet or Business Premises with Proof of Address in suitable location for agency
    4. ID cards of owners / Officers mandated to represent company
    5. Scanned copies of valid NIN (National Identity Number) card of account operators (officers)
    6. Two (2) Passport size photographs of the authorized officers
    7. Availability of working capital (Float)
    8. Referee
    9. Photo of the business outlet captured during Application Process
    10. Agent must have a Phone (Smart phone or Feature phone) to operate Agent Services.

     

  • How long does it take to be set-up as a G-Kala agent?

    A Master Agent Set up Takes 3 Weeks while a Agent takes 3 Days to set up.

  • How do I know the Status of my Agent application?

    A Master Agent set up takes 3 weeks while an takes 3 days to set up. If these timelines lapse; you may contact your area sales representative, visit any Cluster Coordinating Center near you or call our Agent Help Desk for more information. In case any application is rejected, we will send an SMS and email to the prospect indicating the reason for rejection

     

     

  • What is the application process for a Master agent?
    1. A Master Agent can visit any Cluster Coordinating Center, Agent Helpdesk or Website for information on our Master Agency Business
    2. Visit will be scheduled and coordinated by our Regional Sales Teams.
    3. Filled forms and documents to be sent to our Head Office or through our Regional Sales Teams
    4. Regional Sales Teams to Visit and Inspect the Outlets to assess suitability and identify its infrastructure needs.
    5. Master Agent will be contacted once the set-up process is completed and our Regional Sales Teams will schedule for Trainings, Delivery of Materials and Certification ahead of the start of operations.
    6. Communication on any issue preventing the Master Agent Creation will be communicated to the Prospects within a reasonable timeframe.
  • What is the application process for an agent?
    1. An Agent can visit any Cluster Coordinating Center, Master Agent, Call our Agent Helpline or Website for Information about G-Kala Agent Business.
    1. Regional Sales Teams to Visit the Outlet to assess suitability and identify its infrastructure needs.
    1. Filled Forms and Documents to be sent to our Head Office by our Regional Sales Teams.
    2. Agent contacted once the set-up process is completed and our Regional Sales Teams to schedule for Trainings, Delivery of Materials and Certification ahead of the start of operations.
    3. Communication on any issue preventing the Agent Creation will be communicated to the Prospects within a reasonable timeframe.

     

  • How does an agent make money?

    For every transaction that an Agent does, we will pay a commission to the Agent. Agents will be given access to see their Commissions at any given time. Our Regional Sales Teams will share the Commission Structure during the sales pitch.

  • What are the things that can make my agent application to be rejected?

    An Agent Application might be rejected for some of the reasons mentioned below:

    1. Invalid, Incomplete or unclear documents
    2. Failure to meet G-Kala standards: outlet type, outlet size, location of outlet etc.
  • Which services are offered by G-Kala agents?
    1. Cash-In (Deposit)
    2. Cash-Out (Withdrawal)
    3. Buy Airtime
    4. Buy Data
    5. Pay Bills e DSTV and NEPA
    6. G-Kala account opening
    7. BVN registrations
  • Must I have a bank account to become an agent?

    You do not need a bank account to become an Agent. Agents can link their existing accounts to their Agent accounts if they have, to be able to pull and push funds from their banks and their agent wallets.

  • Does G-Kala work on any phone and any network?

    G-Kala works on any phone (both smart phones and feature phones). Agents will be issued Special Agent lines that can offer Agent Services. To get started just dial *995#.

     

  • How will customers locate an agent?

    We will provide you with all the necessary branding materials for your shop, to make your G-Kala outlet easily identifiable by customers.

  • How do I verify any transaction performed?

    Automatic SMS/Email transaction alerts will be sent at the end of every transaction which will serve as payment validation.

    Agents can also verify the status of any transaction from their Mini-statement menu option and full statements can be viewed from their agent portal.

  • Can I serve customers who do not have bank accounts?

    Yes, you can. Customers do not need a bank account to open a G-Kala account. Opening G-Kala account is free and every subscriber of any mobile operator in Nigeria can avail it.

  • Can Subscribers from other mobile operator become G-Kala customers?

    Yes, they can. G-Kala service is open to any subscriber using a mobile phone with any operator in Nigeria.

  • I already have a G-Kala customer account, can i use it to offer agent services?

    No, Agent wallet and features are different from customer wallet features. To provide Agent services please visit one of our Customer Coordinating Centers or contact one of our Regional Sales Team members.

  • How do I get my Agent Commissions?

    Agent commissions will be paid directly to the Master Agents and Agents as described in the commission’s guidelines.

  • How can I view my Agent Commissions?

    After every transaction, the agents will be shown how much they earned from the transaction. The agent can also view their commission at any given time from their agent portal or agent application.

  • What is the Minimum Float Balance that an Agent can have?

    G-Kala agents are required to maintain adequate float to be able to serve their customers efficiently. However, the float can go down to as little as N1. Agents should always ensure they follow the 1.5x Float Stock Rule to determine the amount of float they need to have.

  • What is the 1.5X Float Stock rule?

    It is a rule that requires an agent to have 1.5x (one & a halftimes) previous days’ outflows [cash or e-money], in stock, to effectively serve customers on the next working day.

  • How can agents buy float?

    Agents can load their float accounts from any Master Agent, Super Agents (Agents appointed to Sell Float) or other agents near them. The agent takes cash and gets float in exchange.

  • Are Agents charged to buy or sell Float?

    Yes, Agents will be charged a small fee to buy or withdraw float. This charge is passed on to the Master Agent, Super-Agent or the other agent offering the Business Float Service.

  • How safe is my money?

    Agent Accounts are safe and secured. Before any transaction the agent must provide a PIN or password. Several Cashiers can also be created within one agent store, this ensures that Cashiers do not share PINs or Passwords.  In case the agent SIM is stolen or lost, the agent is advised to call Agent Help desk immediately for the account to be locked to prevent any possible risk.

  • Should I Give G-KALA Agent Help Line or Staff my PIN or Password?

    Agent should NOT give their PINs or Passwords to any one including G-Kala staff. The PIN and Password cannot be given to anyone to avoid fraud.

  • I have Forgotten my PIN/ Password, What should I do?

    You can reset your PIN and password in the Agent portal or Agent application. You can also call the Agent help desk for assistance. You will be asked for verification and KYC details for your PIN/ Password to be reset.

  • My Agent Account is Locked / Suspended, what should I do?

    You can contact your area sales representatives, Master Agent or call Agent help desk for further assistance.

  • What happens to my funds if I lost my agent line or phone?

    Your funds are safe and secure in the G-Kala system and are not in the phone or the SIM. In case you lose your phone or SIM, you need to contact your Area Sales Representative or Master Agent or Call Agent help line to have your agent line replaced. After replacing your SIM card, your agent line will be activated and the funds in your agent account will be available for use. Do not share your PIN or password with anyone including G-Kala staff at any given time.

  • How do I track activities of my agent account?

    You can track all the transactions being done from your agent account in real time and also be able to view historic data of transactions. Your agent application and agent portal gives visibility of current transactions and balances as well as allows you to download detailed statements.

  • What do I do if I transfer funds to the wrong account or number?

    G-Kala system allows you to verify the names of customer you are transferring to if they are registered in G-Kala. This reduces the chances of transferring to the wrong account. However, if you transfer to the wrong account; you should call Agent Help desk immediately and ask for a reversal. Please note that reversal can only be done if the customer has not used the funds hence reversals should be done as soon as you realize the mistake.

  • What do I do if I transfer wrong amount?

    G-Kala system allows you to verify the amount that you are transferring. This reduces the chances of transferring the wrong amount. However, if you transfer wrong amount; you should call Agent help desk immediately and ask for a reversal. Please note that reversal can only be done if the customer has not used the funds hence reversals should be done as soon as you realize the mistake.

  • What happens if I transfer funds to the wrong account and customer uses the funds before the reversal?

    Reversals for wrong accounts should be requested immediately after the transaction is done to reduce chances of the customer using the funds. In case the customer uses all the funds, G-Kala will not be able to reverse the funds. If the funds are used partially, G-Kala will initiate reversal for the remaining funds.

  • How do I Identify the right customer to be given cash after a withdrawal??

    The withdrawal message will contain the names of the customer who has withdrawn the funds. Please request for an Original Identification document to verify the names. Also write the details in your agent transaction book and have the customer sign before receiving the cash.

  • What do I do if I get a withdrawal message but I cannot see the customer who has done the withdrawal?

    This may happen if a customer who is not in your agent outlet withdraws with your agent number by mistake. You need to call agent help desk and request for a reversal.

  • Can I use my agent line to make calls or SMS?

    The agent line will not be able to send or receive calls or SMS from any other person apart from G-Kala. This has been configured to safeguard the agent from fraudsters that may pose as G-Kala staff. Only exchange funds or follow instructions once you receive confirmation calls or messages from your agent line. Please remember that you should NOT share your PINs or passwords with anyone including G-Kala staff.

  • What should I do if the customer does not receive a confirmation SMS after a transaction while I have received mine?

    This can happen due to many reasons:

    1. Customer SMS inbox might be full: he needs to delete old SMSs to receive new ones.
    2. Customer’s phone might be putting G-Kala SMS in the Screened SMS list: Check for screened SMS in the SMS settings> Screened SMS. Check if the confirmation SMS is in the list. After confirming the SMS, you may then delete G-Kala from the list to receive the SMS normally in future.
    3. Technical challenges: customer may need to check the G-Kala balances to confirm if the transaction impacted the initial balances. Agent can call the Agent Help Desk to confirm the transaction status.
  • What should I do if the customer receives a confirmation SMS after a transaction while I have NOT received mine?

    This can happen due to many reasons:

    1. Agent SMS inbox might be full: he needs to delete old SMS to receive new ones.
    2. Your phone might be putting G-Kala SMS in the Screened SMS list: Check for screened SMS in the SMS settings> Screened SMS. Check if the confirmation SMS is in the list. After confirming the SMS, you may then delete G-Kala from the list to be receive the SMS normally in future.
    3. Technical challenges: You may need to check the G-Kala balances to confirm if the transaction impacted the initial balances. Agent can call the Agent Help Desk to confirm the transaction status.
  • Who is MoneyMaster PSB?

    MoneyMaster Payment Service Bank Limited, the MoneyMaster PSB, was registered in the year 2019

    • We are Private Limited Liability company to carry on the business of digital financial services and related value added services in Nigeria
    • The company is a subsidiary company of Globacomm Limited (Glo), the second largest Mobile telecommunication network in Nigeria.
  • Who regulates MoneyMaster PSB?

    MoneyMaster PSB is licensed and regulated by the Central Bank of Nigeria (CBN)

  • What is Gkala for Business?

    Gkala is a solution designed to conveniently allow Business / Enterprise to do various  

    • Gkala/MoneyMaster PSB for Enterprise/Corporate offers you a variety of payment solutions that eliminate the stress of traditional payments and increase efficiency in your business.
    • We offer a comprehensive portfolio of corporate banking services in the Oil & Gas Accounts / FMCG / Manufacturing / Financial Institutions /Health Care / Public Sector / Billers / Travel (Airlines and Others) /Hospitality & Lifestyle (Clubs, Societies, Associations ,Hotels & Restaurants & Café)/ Faith Based Organization Account (Church Account) / Education (University and School
    • Types of Account : Limited Liability Company Accounts / Enterprise Account / Partnership Accounts
  • What are the benefits of becoming opening account with Gkala Business Solution?

     For all your payments needs, Just open your bank account and login and host of services for Business 

            Payment solution would be available to you at the click of a button

    • Bulk transfer to bank accounts or wallets
    • Salary accounts
    • Cash management services 
    • Bill payments
    • 24x7 access to banking
    • Treasury Products
    • Collections
    • Bulk Payments: Salary disbursement, Employee claims / travel expenses, Dividend payments, Government subsidiary etc. we have all payments options available.
    • Salary Accounts:   Business  / Corporates can offer their employees to open salary accounts with MoneyMaster PSB for Zero Balance account maintenance  , Your employees / customers can opt for g-kala “virtual debit card” or “physical debit cards” to  make payment
    • Cash management services: Online and offline collections in your G-KALA business account , with business dashboards and BI tools
    • Bill Payment : Pay Bill using your phone for all your utility services your customers
    • 24x7 Access : Banking access 24x7x365 days to ensure your business is operation all the time  
    • Treasury Products : Collections, Disbursements, Concentration, Investment and funding activities all round
    • Collections: Collect recurring payments or dues from Bulk Payments – Salary disbursement, Contributions, Charity, EMI, Premium or Taxes, Credits, Bill Payments     Capture lifetime value, earn more profitability with more payment options through Gkala/Money Master
    •        Enrich safe and secure mode of payment for Enterprise / Business  banking transactions 
    •        Banking & financial services are businesses of the future.  
  • What is the difference between bank account and Gkala for Business?
    • It is free to set up
    • Transaction charges are minimal and competitive
    • Settlement is instant for wallet to wallet transaction , For other transactions it is a per the CBN gudielines
    • You get access to detailed accounting records 
    • No complication at the time of onboarding 
  • Who can get a Gkala Business account?

    Any corporate or enterprise having a business and wants to have payment solution from collections , salary payment and other employee disbursement (like Travel allowance etc) , billers & supplier payment, dividend payments , Ecommerce payments etc.

    MoneyMaster PBS Business account is designed to meet the needs of Limited Liability Companies, Schools, Religious Bodies, NGOs SMEs (Small Medium Enterprises) i.e. Sole Proprietors, Professional Firms etc.  

  • What is a Enterprise Code?

    Enterprise code is 8 digit code (Alpha Numeric) which would be used for Business identification for all transaction and can be used for all issue resolutions and escalation.

  • What are the features of Business Banking

    Open G-kala account on Online or on App on your mobile. Enter your credentials and choose your services and you banking solution is available on finger tips

    • G-KALA Business Account
    • Zero Account opening charges
    • Zero balance
    • State of the art security
    • Monitor your funds through our Business Banking panel
    • Debit Card / Virtual Card


    • Salary Accounts
    • Zero Balance Savings Accounts for employees
    • Debit Card / Virtual Card
    • No documents required for account balance below N300K
    • Access anytime, anywhere


    • Bulk Transfers  
    • Transfer to multiple Bank accounts
    • Transfer to multiple wallet account
    • Transfer salaries to employees with 1 file upload
    • Transfer incentives to employees in every corner of the country
    • Easy reconciliation
    • Secure and compliant
    • Dashboard availability for viewing


    • Cash Management Services  

       Online and Offline collections in your G-KALA Business Account

    • Collect EMIs, dues and payments from your customers
    • Accept payments online in your account
    • Accept payment in your account offline through our agent network
    • Instant settlement for payments through G-KALA account/wallet
    • T+1 settlement for the rest of the payment modes
    • Automate your collection
    • Implement APIs to support your Business needs
    • Bills Presentment
    • Invoice Presentment
    • Bill Payments
    • Pay corporate utility bills through your Business Account
    • Payments to vendors
    • Get your payment dashboard
    • Bill Presentment
  • Who can use MoneyMaster services?

     Everybody can access and use MoneyMaster services – from students to artisans, traders, the self employed, professionals and everyone who requires access to basic financial services. However, MoneyMaster Business is primarily targeted to cooperates and enterprise to do digital payments.

  • What happens if my phone is missing or damaged?

    Your money is safe as the funds in your electronic wallet is actually in the settlement bank and not on   

                 your phone.

    •  However, you must ensure that your log-in details as an Business / Enterprise are not compromised in anyway. 
    • Once you get another phone, you will have to undergo the set-up process after which your Business / Enterprise account details are synchronized with your new phone.

    For further details visit our website www.moneymasterpsb.com or call our Field Staff (RELATIONSHIP MANAGER)/ Relationship Manager for call our customer care center.

  • What happens to my fund if I lose my handset or sim card ?

    Business / Enterprise’s money is safe as the money in the wallet is in the settlement bank and not in the phone. The phone is just a channel. Your wallet is secured by a PIN that allows you to access the platform, this PIN is ONLY known to you and should not be shared with anyone else

    • For further details visit our website www.moneymasterpsb.com or call our Field Staff / Relationship Managers or call our customer care center at xxxxxxxxxxxxx
    • To unlock your account, contact our customer support team via any of these channels 
      • Call Center 
      • Relationship Manager 
      • Website 
      • App 
  • How can I get started as Business Account on my Smartphone?

     Ensure you have a device Feature phones or Smart phones that run on Android 4.4 OS and above

    • Complete and submit the registration form - Provide the required KYC documents to Relationship Manager
    • Receive validation and setup details
    • Commence live transactions 
  • Car Insurance

    Yes it is possible to have multiple MoneyMaster account. 

    • MoneyMaster accounts are tied to a phone number or email address; 
    • You need to submit fresh KYC details for the same with different phone number and email id
  • How will I get Business support?

    MoneyMaster offers a well-resourced multi-level support structure to attend to Business / Enterprise in the        

                Event of complaints and feedback. 

    • Depending on the nature of the complaint raised, the Business / Enterprise will be contacted by our team of customer care professionals and the issue will be resolved in a timely manner.
    • Business / Enterprise can also get in touch with us through call center number / website / app or through Relationship Managers.
  • How do I use the dashboard?

    Dashboard are easy for you to transact quickly. 

    • Business / Enterprise can check the bank balance or wallet or ecash in one view.
    • View saved payments and the number of transactions per payment types. You can view the transaction history for the daily / weekly / month / selected period
  • What is the meaning of Soft token / OTP ?

    One-Time Password, and is used to authenticate a transaction  

  • My Gkala / MoneyMaster account locked, what should I do

    Security is taken very seriously and will lock an account when we identify a security risk such as 

             multiple failed logins, or potentially fraudulent account activity. 

    • Note that we will direct you to the password reset page after 3 failed login attempts.
    • However, if you ignore the password reset prompt and you get to 5 failed logins, then we will lock your account for 12 hours. 
    • However, you can still call our customer support team within the 12 hours window to unlock your account.
    • To unlock your account, contact our customer support team via any of these channels 
      • Call Center 
      • Relationship Manager
      • Website  
      • App   
  • What is the meaning of Soft token / OTP ?

    One-Time Password, and is used to authenticate a transaction

  • Business / Enterprise forgot username?

    Business/ Enterprise team can call MoneyMaster / G-Kala customer care to have username details shared  reset. Customer Care executive will authenticate Business / Enterprise by asking you a few questions. 

    • Business / Enterprise will be asked to answer questions related to the details you gave at the time of registration and details given during onboarding 
    • To unlock your account, contact our customer support team via any of these channels 
      • Call Center 
      • Relationship Manager
      • Website (Phase 2)
      • App (Phase 2)
  • Business / Enterprise forgot Password or PIN

    Business / Enterprise can call MoneyMaster / G-Kala customer care on 33003 (Indicative number) to have PIN reset. 

    Customer Care executive will authenticate Business / Enterprise by asking you a few questions. 

    • Business / Enterprise will be asked to answer questions related to the details you gave at the time of registration and details given during onboarding 
    • To unlock your account, contact our customer support team via any of these channels 
      • Call Center 
      • Relationship Manager
      • Website  
      • App  
  • What happens if there is a system delay and no SMS is received?

    You will receive an SMS from Gkala/MoneyMaster notifying you of the delay. contact our customer support team via any of these channels

    • Call Center  
    • Relationship Manager
    • Website  
    • App 
  • How do I access my statement

    Business/Enterprise Statement can be easy downloaded via email / App / Website

    • View / Download Statement for all payments and the number of transactions per payment types. 
    • You can view the transaction history for the daily / weekly / month / selected period
  • I need more training for Gkala / MoneyMaster how to get the same?

    Enterprise / Business can get the training through our Relationship Manager or training material link can be send by the customer care executive on the email account which can be used by Enterprise/Business / Enterprise to understand and get self-trained on the specific topic.

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