Introducing in-app calling

Traditional call centres leave you stuck navigating layered menu options, sitting through endless transfers, lengthy disclaimers, repeating your details to different agents and the dreaded hold music – all before you get any help. Add to that dropped calls due to a bad signal or your airtime running out – no wonder people find the process stressful.

Sound familiar? Not anymore.

Say hello to seamless support. Our brand-new in-app calling feature is live for selected clients – reaching us is now faster, easier and safer than ever.

How do I know if in-app calling is available to me?

In-app calling is now available to iOS users. It’s also currently being rolled out on Android and will continue over the next week. More users, including those on Huawei devices, will be able to use the feature in the coming weeks, so if you don’t see the feature just yet, it’s coming soon.

You’ll need to be on version 3.5.0 or higher of the app to use this feature.

You’ll know you have access when you see:

• A phone icon in the top right corner of your app dashboard
• A ‘What’s New’ pop-up to let you know you’ve got access to in-app calling

How does in-app calling work?

Follow these steps to call us from your app:

1. Sign in to your app
2. Tap the phone icon in the top right corner
3. Grant the app access to your microphone (you’ll only need to do this once)
4. Tap General enquiries, Fraud and Stop Card, Collections or Loan enquiries
5. Tap Continue to start your call

What are the benefits of in-app calling?

• Call us for next to nothing – no airtime needed, and calls use less than 1MB per minute
• Speak securely – you’re instantly connected to one of our Client Care agents
• Skip the queues – choose the department you want to talk to upfront instead of being transferred or clicking through a menu
• Avoid repeated verification – you're authenticated automatically through your app
• Stay connected – our VOIP (Voice over Internet Protocol) service delivers clear, uninterrupted calls
• Know when to call – our live call volume indicators show which departments are busy and which are available, so you can choose the best time to call us

Keep an eye on your app – more in-app calling features coming soon.