1. How do i change my password?

a.Select your profile name at the bottom of the left hand side menu (in blue)
b.Select the option to "Manage my Account"

c. Please fill in your current password, followed by your preferred new one.

d.Then confirm and save changes by clicking the orange button on the right hand side of the screen.

2. I forgot my password, how do i acquire a new one?
a.Please go to your login page, fill in the username attached to your account and click "forgot password"

b.Enter the email address attached to your account,then click "Submit"on right hand side of the screen.

c. In the event you have multiple user accounts on the system, you will be required to select which account you wish to reset a password for.

d. You will receive an email with a link to reset and create a new password.

e.Should you not receive this email, please send an email to [email protected] and we will provide you with further assistance.

3. I am not receiving a token to login.

The default option to receive a token is Option 1 which usually sends a 6 digit token to you registered number.

Should this option fail:
a.Select option 2 which is: SMS + Phone call.
-This will send a 4 digit token to your phone.
-Should this delay, you will receive a phone call reading you the 4 digit token.

Should this fail:
b.You can select option 3:Smartphone application.
-This will require you to download an app called "google authenticator"
-Once it is fully set up, this will require you to scan the barcode as will be presented under this option.(This will only happen at initial set up)
-The google authenticator will provide you with a token to key in.
-This option will instantly generate a token every-time you need to use this option

4. How do i transfer money from one of my accounts to another on the system?
For this kindly send an email to [email protected] with the amount and wallets you wish to transfer from and to.We shall effect your request and confirm back to you once completed.
We are working on an option that will allow you to effect these transfers within your own organisation.

5. Why can't we pay this contact?
In order for a contact to be ready for payment it has to have passed all checks:
a. it has to have been registered at the telecom/network
b. it has to be registered on mobile money
c. the name you entered and saved in the Beyonic system has to match with the name as registered at the telecom.

If contact has any on the checks failed, as shown below, it means you will not be able to pay it until you either edit the or "override". Please do not be quick to override until you are sure the relation between the difference in the information. 

6. We have paid the wrong person, how can Beyonic help recover the funds?

Kindly note that funds recovery is only possible if the wrong recipient hasn't withdrawn the funds.
-When you notice you have paid the wrong person please write to us at [email protected] with payment transaction ID and relevant details.
-A reversal request will be logged with the telecom to initiate the recover the funds.
-If the network finds the funds still on the account, they will have the account locked until a reversal is finalized and if they find it withdrawn they will immediately let us know so we can get back to you. 

7. My payments are "paused for admin action" but am not sure why and what that means.
There are a number of reasons why a payment might be paused:

  1. Duplicate payments - This means you are sending out the same payment details more than once.

-Sometimes this is in error but sometimes it is intentional

  • We have included a function that allows you to either cancel the duplicate transaction or complete it.
  •  All you have to do is click the payment ID, you will see a highlighted option at the top of your screen reading "Retry duplicates" or "Abort/Cancel duplicates".
  • click it to have them completed if you wish them to be completed.

      2. Timed out payments - These can only be completed by us once we have validated them. Should you see this error message, please send them to [email protected] for assistance.

     3. Parked payments - These are stuck because your account has insufficient balance at the moment. They are always completed when your account balance is updated.

Note: Please send an email to [email protected] should you find that you are unsure about the reason for your transaction not being complete.

8. This user left the organisation, how do we remove their access to our account.

  • This user account can be deactivated by the Account Administrator within you organisation.
  • The Administrator can select the contacts icon on the top right and side of the page, then select "manage users"  option to view all the users within the organisation.

  • Click the name of the user you wish to deactivate and uncheck the "Active" button.
    Ensure you save your changes.
  • Should you encounter any challenges, kindly send an email to [email protected].

9. Our customer effected a payment to our account(C2B) but we cant see it on our account.
Please share the details of transaction with us through [email protected]

10. How do we add new users to our account?
This can also be done by the account administrator.

  • The Administrator can select the contacts icon on the top right and side of the page, then select "manage users"  option to view all the users within the organisation.

  • Select the "create new" option on the right hand side of the page 
  • You will then be able to populate all the necessary information as provided on the page.
  • This will include selecting what activities you would like this person to be able to perform
  • Then click "create"
  • The user will receive an email notifying them of their username and how to set their password.
  • Should you have any challenges in this regard, kindly send an email to [email protected]


11. How do i extract my monthly statements.

a. Select the "Balances" option on left hand side menu.

b. Select the wallet for which you require a statement, by clicking the wallet ID number on the left hand side of the page.

c.Then select the start and end period for which you would like to run your statement and click "apply" (keep in mind the time stamp.To capture full days, you can run your statement starting with a day before and a day after the intended period)

d. Once the statement has been run, you will be able to see the details all the way to the bottom of the page.
Click the box(with arrow pointed to bottom of page) and select the format in which you wish to download the statement

e.Check for your statement under the exports tab.Then click "Download" to view the extract in the desired format


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