Frequently Asked Questions

General

ZapZap™ is a mobile wallet that enables you to store, spend, send and receive money in a simple, social and secure manner.

Why ZapZap?

As a product, we believe the culture of interconnectivity offers great opportunity so we built ZapZap to be an awesome mobile wallet that solves real-world problems for people around the globe.

Through a variety of products, services and features we offer an all-in-one mobile value experience that is both inclusive and easy to use.

Where can I download the App?

Simply go to the app store of your preferred mobile platform and search for us or click here to download the app. The app is called ZapZap Mobile Utility and was created by Wonderwill Ltd.

* Please note we might not be available in your country of choice. If that is the case please get in touch by sending an email to our product team.

What can I do with ZapZap?

ZapZap™ offers a wide range of features and services and hope that you find a solution that is right for YOU. Our core features include:

Diverse Funding - take advantage of a variety of funding mechanisms including credit cards and debit cards
Prepaid Cards & Services - use one of our prepaid MasterCards to pay for goods and services online or in-store all over the world
Merchant Value Store - we offer a secure and convenient way to manage your account funds on a large network of online merchants. Fund or cash-out from your favourite merchant partner straight into ZapZap!
Scan & Pay - do more with your time by paying instantly and securely at supermarkets, restaurants and our many other partner retailers
Transfers & Social Money - the ability to easily exchange digital funds with friends and retailers across the globe and true conversational commerce through our very own chat feature makes us truly unique
Simple Money Out - conveniently withdraw any unused funds into a relevant bank account

Are there any fees I should know about?

Creating an account and general use is completely free but we all need to pay the bills right?

We charge a small transaction fee when you deposit money into the wallet and on withdrawals involving a wire transfer. This is simply to cover the cost of our providers and will be clearly outlined at the point of making those transactions.

Our prepaid mastercard products carry an issuing cost and some transaction fees apply.

Getting Started

How do I create my ZapZap User Account?: Creating your ZapZap account is free and simple to do. Go to the app store of your preferred mobile platform or click here to download the app. Once installed, you will be guided through a quick registration process to set up your wallet.

* ZapZap is currently available for download on iPhone devices via the Apple App Store, Android devices via Google Play and Windows devices via the Windows Store.
How do I add funds to my wallet?: We offer a wide variety of funding mechanisms including credit cards, debit cards and even wire transfers if you prefer the old school way.

On the home screen of your ZapZap app you can tap “Top-Up” and follow the instructions for your chosen method of payment.

Note: We are always looking to add more funding methods so feel free to send us your suggestions by getting in touch with our product team.
How do I withdraw funds from my wallet?: From the home screen you a can select the "Withdraw" option, complete the required details and a withdrawal request to your bank account will be created.

At this stage only verified ZapZap accounts can withdraw funds directly to a bank account.

Note: We are working on adding alternative withdrawal options, with lower withdrawal limits, in the near future.

Security & Verification

Is ZapZap safe to use?: We care deeply about the security of our customers which is why our application utilises industry best practices in security and fraud prevention.

Relevant financial information & account credentials on ZapZap are encrypted and stored in a way that keeps you and your data safe. All our web services and communication happens over SSL-secured channels and no individual has direct access to customer wallet funds.

Additionally, regular auditing — both financial and security auditing — ensures that funds are always safe and fully accounted for.
What is account verification and why do I need to do it?: Account verification is a relatively simple process where we ask our customers to provide some personal details and documents to ensure they are who they claim to be.

Due to the nature of our services we do our best to prevent abuse and are required by law to maintain high standards of Know Your Customer (KYC) and Anti-Money Laundering (AML) compliance.
What if I don’t want to get verified?: You can still use ZapZap but we recommend all our customer go through verification in order to take full advantage of our app. Certain transaction and feature limitations are imposed on unverified accounts. By verifying yourself you can do so much more!
How do I verify my identity & how long does it take?: Verification usually takes about 24 hours depending on the quality of the documents you submit. The process is easy and can be done in-app by going to “My Account” and selecting “Account Verification”.

Other

Are there any limitations to using ZapZap?: Yes and No. The limitations are actually safeguards that protect both our users and our product. When you initially register and start using ZapZap you will have an unverified wallet with certain transaction limits and feature restrictions in place. Once you verify your wallet those limitations are removed and you have full access to everything we offer!
How do I report problems or query a transaction on my account?: For any queries you can contact our friendly customer support team by sending an email to support@zapzapwallet.com. Please provide us with as much information as possible so we can investigate straight away.

You can always find the details of any transaction you’ve done under the “History” section on the app Home Screen.