Frequently Asked Questions

Getting Started Password & Security Devices Transaction Airtime Top-up & Bill pay Common Questions

Getting Started

What is AwiPay?

AwiPay is a mobile payment service application that allows users to pay bills and
transfer funds to one another.

What are the benefits of AwiPay Services?

AwiPay transports (you or your business) into the cashless payment future. No more waiting in long lines or placing payments in the mail. The platform allows for instant payment transactions with your bills, merchants, donations and more from the palm of your hand.

How do I sign up for an AwiPay account?

Signing up for AwiPay is free and easy. You can opt to sign up in any of the following methods:

Download the AwiPay app from the Google Play or iOS app store.
Fill out the registration form through the register option within the app.

What information is required to sign up?

We require your basic information details such as your name, phone number, email ID

Can I get a new mobile verification code if I did not receive the message?

Yes, if you do not receive your verification code within 1 minute, click on the resend verification tab on the signup page or call our customer support team by clicking on the call tab.

What is an OTP?

OTP is a One Time Password introduced as an additional security feature. OTP is intended to reduce the possibility of fraudulent money transfer transactions and to safeguard the customer.

Password & Account Security

Is AwiPay safe and secure?

Yes, there are multiple layers of security embedded to protect your personal payment information from any unauthorized access. Whenever you open the mobile app, you are required to input a Personal Identification Number (MPIN) for authorization as an extra level of security. You are sent an SMS text and/or email messages to keep you up to date on all activities occurring through AwiPay.

Will I be informed when my AwiPay gets credited or debited?

Yes, a SMS text will be sent whenever a transaction is processed from your account

What if I lose my mobile phone?

If you lose your mobile phone, no one will be able to access your AwiPay account without knowing your personal AwiPay password. Since the password is not stored on the phone, your funds and account is safe. However, do keep us informed by calling our customer support team, so that we can further safeguard your account.

What if my registered email ID is hacked?

No need to worry, your Email ID is only used as a reference for sending receipts and transaction summary. So, in the case your E-mail ID is hacked, there is little or no chance of your AwiPay account being misused.

Who is liable for any misuse of my AwiPay account if I lose my Password?

It is always advised to keep your password confidential and in case your account is accessed by any unauthorized person due to loss of password, our AwiPay team will not be liable for any misuse of your account. For more details, please refer to our terms & condition page.

I forgot my AwiPay password. Now what?

We have you covered! if you forgot your password. You can reset through the mobile application in a few easy steps.

– Enter your phone number iwithin the field
– Click the forgot password
– You will receive a verification code on your registered mobile number.
– Enter the verification code your received via SMS text within the OTP field
– Enter your new password

If you want to change the password again. Go to the settings option on the profile page
—- select change password —- choose a new password

Devices

What phones work with AwiPay?

The AwiPay mobile app works on all smart phone devices on the Android and iOS platforms.

Transaction

If a transaction done through AwiPay is not successful. Is my funds refunded?

Yes, your funds will be refunded when your transaction fails while paying through AwiPay. The funds is automatically refunded to your account within 7-10 working days. For any issues, please contact our customer support team at 876-948-7912 or support@AwiPay.com

Can I transfer funds to a phone number outside the country?

Not yet, this feature is coming soon and we will alert you when we go live with this function. Currently you can transfer funds only to phone numbers registered within Jamaica.

What if I don't have enough funds in my account for a transaction I want to make?

Successful payment transactions through AwiPay only work if you have adequate funds deposited in your account. You can easily Top-Up your AwiPay balance by linking your checking or savings account.

How do I load funds to my AwiPay account?

You can Load your account through any of the below methods:
1. Checking or savings account or bank issued debit card
2. QUISK
3. Credit card
4. Peer-to-Peer funds exchange
5. Direct Deposit (Payroll)

How do I send funds?

You can send funds in a few easy steps. Log in to your AwiPay mobile app account. Click on the send button, enter the amount you wish to send.

*You can send funds to any phone number in Jamaica regardless of the beneficiary being
a registered AwiPay user

Can you send Funds to a person not registered with AwiPay?

Yes you can. Simply enter the contact number and the amount you wish to send. The beneficiary will receive an instructional message, and will be prompted to register an account with AwiPay to access the funds.

Can I cancel a send funds transaction with AwiPay?

AwiPay allows you to review every send funds transaction before you confirm payment. Unfortunately, you cannot cancel a send funds transaction once you have confirmed it.

Can I cancel a send funds transaction if the beneficiary is not registered with AwiPay?

Yes you can. when you are sending funds to a phone number not registered on AwiPay, you may contact the customer support team and claim the amount.

How do I know when funds has been received by the beneficiary?

You will receive a confirmation SMS text message & email stating that the beneficiary has received the amount and your AwiPay account balance has been debited.

Can I withdrawal hard cash from my awipay account?

No, funds cannot be withdrawn. Funds can only be used for bill payments only.

Airtime Top-Up & Bill pay

Can I perform Airtime top up, DTH etc.?

Yes, we support all mobile operator recharges in Jamaica.

Can I pay any postpaid mobile bills through AwiPay Services?

Absolutely! users can make their postpaid bill payments. Visit the bill pay tab within the AwiPay mobile application and select the bill type you wish to pay. AwiPay supports bill payments for utilities, Top-Up and much more.

How will I know whether my recharge or bill payment transaction has been successful?

Once you complete your two-step process of recharging on AwiPay mobile app, you will receive the following communication from us:
• Immediate Success or a Failure response on your screen
• Receipt to your email and SMS on your mobile on your recent transaction
• SMS text message from your mobile operator

My recharge was successful, but I have not yet received my recharge

AwiPay bill transaction requests are processed immediately. If you do not receive a confirmation SMS text message from your mobile operator, then kindly contact us by emailing at support@AwiPay.com or call at our Customer Support team at 876-948-7912

When I was doing a recharge on the mobile app, I got a response that my recharge was unsuccessful. What does this mean?

Possible reasons for such an error message could be:
• Operator server is temporarily unavailable.
• The entered amount was not accepted by your mobile operator as a valid recharge value.
• Sometimes it so happens that we are unable to connect to the mobile operator
server due to a temporary network problem.
We suggest that you try again after a while. If the problem persists, please contact us through the Customer Support tab within the AwiPay mobile App or call our Customer Support team 876-948-7912 by tapping on the call tab in the mobile app.

I do not have a credit card. How can I make a payment on AwiPay?

You can choose any of the following options to make a payment on AwiPay:
• You can use funds already loaded on your Payment Method Account, which can be deducted from your AwiPay balance.
*We recommend you load funds into your Payment Method Account for a simpler, safer and faster transaction on AwiPay

How do I pay for my recharge on AwiPay?

We have multiple payment options like:

• Use of funds already loaded on your Payment Method Account that can be deducted from your AwiPay balance.
• Bank issued debit cards, checking or savings account Credit cards that can be deducted from your AwiPay balance.

Are there any fees associated with transactions completed on AwiPay?

Yes, for a detailed breakdown please check out our Terms and Conditions.

How do I initiate a refund?

Whenever you have made the payment but have not received the recharge, email or Customer Support team at support@AwiPay.com or call 876-948-7912. We will try to resolve your problem quickly.

*No refund will be made in case of service fulfilment.

How long does it take to get a refund?

AwiPay transaction refunds happen instantaneously. Other refund types can take up to 7-10 working days from the date of your transaction as entities like banks, credit card companies have varied periods of time in which they process the refund. However, if you still have some queries feel free to email us on Support@AwiPay.com or call our Customer Support team at 876-948-7912.

I entered a wrong number. How can I get my funds back?

If the operator has already processed the recharge or bill payment, the transaction will be
considered successful for the number you entered. We regret to inform you that there
isn’t a way to get your funds back

Can I book bus or flight tickets with this App?

Not yet, this function will be available soon on AwiPay platform. We will alert you when
we go live.

Can I use a QR Scan to pay for goods at Merchant Payments?

This function will be available to you very soon we will alert you when we go live.

Can we create Gift Cards from this App?

Not yet, this function will be available soon. We will alert you once we go live.

Common Questions

How easy will it be to have access to online personal and business banking?

You’ll have access to all of these tools right in the app

Will I have access to Mobile Bill Payment Services in Android and IOS devices?

Yes, this feature is supported by the app.

Can I top up my Cellular & Data via access to my bank inside the app?

Yes, this feature is supported by the app

Can I connect my account so I can have access to ecommerce purchases?

Yes, this feature is supported by the app via AwiMarketplace.

Will it be easy to make local purchases via my mobile device at participating locations?

Yes, you will be able to make handsfree payments using only your phone at select retailers across the Caribbean.