Are you experiencing a problem with your Capitec cross-border cash-out? Here is what to do.

A Capitec cross-border cash-out issue occurs when a recipient is experiencing a problem collecting or receiving funds that were sent through the Capitec app via Mama Money. This could include issues such as:

• The recipient is unable to collect their cash at the designated collection point
• The recipient did not receive the full amount expected
• The cash-out transaction is showing as pending or failed on the recipient's side
• There was a technical issue during the cash-out process

What We Need From You

To help investigate and resolve your Capitec cross-border cash-out issue as quickly as possible, please have the following ready when you contact us:

• Your Capitec identity number — this is the ID or passport number linked to your Capitec account
• The amount and date of the transaction

• A clear description of the issue — please explain in as much detail as possible what happened, for example:

  • Was the recipient unable to collect at all?
  • Did the recipient receive the wrong amount?
  • What error or message did the recipient receive at the collection point?
  • Which collection point did the recipient visit?

  Once our team receives all the required information, we will investigate the cash-out issue with the relevant partner in the recipient's country.

  This investigation may take some time as it requires confirmation from the receiving partner. You will be notified as soon as we have an update on your transaction.