FAQS

Inbound Q & A

1.

HOW CAN I RECEIVE MONEY FROM A FAMILY MEMBER ABROAD?

Funds are sent via our remittance partners from abroad. Our partners include:

INBOUND REMITTANCE PARTNERS

PARTNER	BANK ACCOUNT CREDIT	CASH PICK UP
Ria Money Transfer	x	x
XE.Com	x
Remitly	x
Moneygram	x
Maxi – Cash	x
Neema Israel	x
MTN Zambia	x
Small World	x	x
Terrapay	Coming Soon
World Remit		x

The sender needs to either download one of the above remittance partner’s apps or contact their nearest office to become a customer of one of these partners.

Once they are a customer, they can start to transact to you.

2.

I HAVE FOLLOWED THE LINK AND FILLED IN THE FORM AND NOW I RECEIVED A MESSAGE THAT MY FUNDS CANNOT BE REDEEMED. WHY?

Once you have completed the form by following the link our consultants are ready to pick up your registration and process your payment. Should we require any additional information our team will make direct contact with you via the contact details provided.

3.

WHAT IS THE SARB MANDATE AND CAN YOU PLEASE SEND ME THE FORM TO FILL IN?

The SARB mandate is completed on the registration process and will be provided via a unique portal link either via email or SMS to you. The link, once opened and followed, provides you with required fields to upload images & complete information. Once approved and successfully registered you will not be requested to fill in the SARB mandate again.

4.

I HAVE BEEN SENT FUNDS, WHY HAVE I NOT BEEN PAID YET?

When your transaction arrives with us, you would have received a notification via email or SMS that states: “Action Required”. On opening the notification, you will be provided with a unique link that requires you to respond to by clicking on “Get my Money” Ensure to check your spam mail if the notification is not found.

5.

I HAVE NOT RECEIVED MY LINK?

Please contact our Customer Care Consultants:
• Call Centre: 0861 660 660
• WhatsApp: 087 550 6660
• Email: customercare@sfx.co.za

Please ensure to quote the following information to enable us to assist you efficiently:
• Senders first & last name
• Beneficiary’s first & last name
• Beneficiary’s mobile number
• Collection pin

6.

I HAVE FILLED IN THE FORM, PROVIDED MY ID DOCUMENT AND SELFIE, BUT NOT YET RECEIVED MY FUNDS?

Once successfully registered and funds have not yet been paid, ensure to check your email to see if we have not sent you any follow-up correspondence requesting additional documents in order to verify your beneficiary’s banking details.

7.

I HAVE FOLLOWED THE LINK AND MANAGED TO UPLOAD IMAGES THAT ARE REQUIRED, BUT THE LINK WON’T ACCEPT MY ADDRESS AND EMAIL ADDRESS?

When capturing your details take care to not to leave a space behind last character captured Ensure to read the required fields carefully and capture only as required IE, 1st line on address field requires house/unit number only.

8.

I AM AN EXISTING CUSTOMER AND HAVE RECEIVED FUNDS BEFORE BUT YOUR OPERATOR HAS INFORMED ME THAT THERE IS NOT A NEW TRANSACTION FOR ME, YET I HAVE PROOF FROM MY SENDER OF THIS.

Funds are routed to Sikhona Money Transfers by our remittance partners either in batches the same day or the next day from the time the transaction was made by the sender.

Funds will automatically be allocated and paid by our system based on correct banking information provided and previous transaction history, but this can only happen once the funds have arrived. Any funds that have not been routed to Sikhona in time, must be queried by the sender with the remittance partner where the funds were sent from.

9.

WHAT ARE KYC DOCUMENTS?

KYC stands for “Know Your Customer” and are the very basic requirements for us to facilitate the transfer of funds and they are as follows:
• Clear image of ID document
• Recognisable selfie
• Physical Address.

10.

WHAT ARE YOUR TRANDING HOURS ?

• Monday to Friday 7h00 to 21h00
• Saturday, Sunday, and public holidays 8h00 to 20h00

OUTbound Q & A

1.

WHO IS SIKHONA MONEY TRANSFERS?

Sikhona Money Transfers is a division of Sikhona Forex (Pty) Ltd, an Authorised Dealer with limited Authority. Sikhona Money Transfers has partnered with various money remittance partners to enable our customers to send money abroad to their family, friends or loved ones at the best possible rates.

2.

WHO IS SIKHONA MONEY TRANSFERS REMITTANCE PARTNER?

RIA Money Transfers and XE

3.

WHEN MY BENEFICIARY IS COLLECTING THEIR FUNDS IN ANOTHER COUNTRY WHO MUST THEY SAY SENT THEM THE MONEY?

RIA

4.

WHO CAN BECOME A SIKHONA MONEY TRANSFER CLIENT?

Absolutely anyone who is over the age of 18 years and can provide the necessary documentation to register.

5.

WHAT DOCUMENTS DO I NEED TO SIGN UP FOR SIKHONA MONEY TRANSFERS?

Our money remittance transactions are low-value transactions. To register, you must provide us with an original of one of the following:
● South African ID or
● Foreign Passport or
● Asylum Document.

6.

HOW DO I REGISTER?

You can register here: Click to Register, or via the app, which can be downloaded here: Download App

7.

WHAT DO I NEED TO REGISTER?

You need to fill out all fields on our APP and please include 2 photos:
• One is a Selfie,
• and the other is a photo of your ID document.

8.

HOW DO I CONTACT SIKHONA MONEY TRANSFERS?

• Call centre: 0861 660 660
• WhatsApp: 087 550 6660
• Email: customercare@sfx.co.za

9.

HOW DO I SEND MONEY?

Once you are registered, you can send money through one of the following channels:

Through the app
Mobile phone: USSD *134*660#
Contact our Call Centre on 0861 660 660
Contact an agent in your area: Contact an Agent
Select the Transact Now option which will enable you to transact via our Web Portal

10.

HOW MUCH CAN I SEND?

Based on meeting certain criteria, you can apply for a limit increase directly on our APP or Website or contact one of our consultants to assist you. We have various limit increase levels that we would be happy to discuss with you.

11.

WHICH COUNTRIES CAN I SEND MONEY TO?

We send to 168 countries worldwide with a pay-out distribution network of more than +440 000 points of presence. Please contact our customer care for more information.

12.

HOW MUCH DOES IT COST TO SEND MONEY?

Each country has different pricing and rates. You can get a real-time quote on our Mobile App or select the transact now option to take you through the Web Portal.

13.

HOW DO I PAY FOR MY TRANSACTION?

You can pay for your transaction at any of the following stores or via EFT into one of our bank accounts. Boxer, Builders, Cambridge, Checkers, Game, Kazang, Makro, Pick n Pay, R&A Cellular, Shoprite, U Save.

14.

WHERE ARE YOUR COLLECTION POINTS?

We have over 380 000 pick-up points across the world, so it depends on which country you are wanting to send to.

15.

WHAT DOES MY BENEFICIARY NEED TO COLLECT HIS FUNDS?

• The collection reference number you will have sent to them
• Their ID

16.

WHAT HAPPENS IF MY TRANSACTION IS CANCELLED OR NOT COLLECTED?

You can either create and new transaction or we can refund you.

17.

HOW DO I GET MY MONEY BACK?

We either deposit it into your bank account or refund you via ATM money voucher

18.

WHAT ARE YOUR TRADING HRS?

• Monday to Friday 7h00 to 21h00
• Saturday, Sunday, and public holidays 8h00 to 20h00