Mukuru FAQ

What is Mukuru.com?

Mukuru.com is a Window to Africa. It is an online UK based company offering multiple products in multiple diaspora. We are currently operating in South Africa and Zimbabwe Diaspora and are extending our services as we speak! Mukuru currently offers a variety of services including money transfers, DStv, fuel and airtime to Zimbabweans or South Africans back home.

What can Mukuru offer me?

Mukuru is an online storefront that can be accessed by internet or phone. It is a quick, easy way to do money transfers at extremely competitive exchange rates, buy fuel at competitive prices, pay for DStv subscriptions or top up your friend or relative’s mobile phone. If you get stuck or you don't like computers we have a very good customer support team who will sort out your problems. You can call or email our Global Support Centre at your convenience.

Can anyone sign up for a Mukuru account?

Absolutely! Just go to sign up for a customer account on either the Zimbabwe or South African site to start setting up your own account.

You can use your account across any site helping your friends and family in which ever country you wish. You will, however, have to do separate orders to separate countries.

How confidential and secure is Mukuru?

Mukuru is a very confidential and secure website. In fact, Mukuru is unable to see your card details as as they are captured on a secure server by our card authorisation partner.

How do I sign up for a Mukuru account?

Go onto our website www.mukuru.com click on the map of the country where your recipient lives.
Sign yourself up for a customer account by clicking on the blue writing on the left hand side of the page which says sign up for a customer account.
Fill in your details in the fields provided then click the button marked proceed to step 2 at the foot of the page.
Select a username and password and type and retype them in the fields provided.
Select a secret question and a corresponding answer and type them in the fields provided, then click the button labelled proceed to step 3 at the foot of the page.
We will then send an automatically generated email to your email address (if you can't find it in your inbox also check your spam folder).
In the email there is a link which you must click on in order to validate you account.

How long does it take to sign up?

A few minutes! 3 to be exact!

Just go to sign up for a customer account on either the Zimbabwe or South African site to start setting up your own account.

You can use your account across any site helping your friends and family in which ever country you wish. You will, however, have to do separate orders to separate countries.

How long will it take to be able to send money?

You can send money home today! As soon as you are signed up and you have validated your account you will be ready to send money. This can be done by direct transfer into our Mukuru Bank Account (BACS) , credit card or paypal. The fastest and safest way to send money is to set up your own Mukuru Kash account which allows you to harbour Pounds Sterling with us ready to use at your convenience.

How do I validate my account?

An email will be sent to you at the email account you provided us with – there will be a link that you need to click on in order to validate your account. If there is any problem with this please email us at support@mukuru.com

Why must I authorise my account?

Authorising your account will prevent your account from being frozen when your accumulated transfers are over £1000. It will also allow you to make larger transfers without the delay of having to wait for you account to be authorised. Becoming an authorised buyer also increases your payment options on products like fuel and Money transfers to South Africa.

What do I do to authorise my account?

Getting Authorised should take less than a day - all you have to do is :

SCAN: Your passport page and proof of address (utility bill, phone bill) and credit card (hiding the numbers but showing name and expiry dates) and email the images to passport@mukuru.com

PHOTO: Take a digital picture of the documents and email them to passport@mukuru.com

POST: Post a clear copy of your documents to Mukuru Ltd, 5 Fendon Rd, Cambridge, CB1 7RS UK

FAX: Not Acceptable due to image degradation

You will receive an email confirming your authorisation - and when you log in next you'll see a notice on the top left of your screen. ‘Authorised Customer’

PLEASE QUOTE YOUR CUSTOMER ID IN YOUR CORRESPONDENCE

Can I send money from anywhere in the world?

We are a UK based company we convert all currencies to the Pound Sterling before offering a rate to the Zimbabwean dollar. Your quickest route to send money from abroad is to make an order on our website and pay using paypal or credit/debit card. However there are some extra charges which you might incur so if you want to save money we recommend our new and exciting payment option MukuruKash.

Do I have to log out and log in again if I want to do orders to recipients in multiple diaspora?

Yes. Currently each diaspora site operates independently.

If I am worried about my order what should I do?

Don't hesitate to give us a shout if you are at all concerned – email us at support@mukuru.com or call us at our Global Support Centre on

+44 (0)845 86 89 796

You could also leave a call back request and one of our team will give you a ring at your convenience. Go to Customer Support at the top right hand side of the page.

How do I do a money transfer?

Here's how it works:

Login to your account by typing in your username and password in the fields provided at the top of the page a clicking the button marked "log in".
Look at the Storefront menu which you will see on the left of the page are 3 options money transfers, dstv and fuel, (for Zim Site and money transfers for South African Site) click on money transfers.
You will see a page with two fields in which you type the amount of either Zimbabwean dollars or Pounds Sterling you wish to send back to the Zimbabwean bank account, and then click the button marked calculate. The system will calculate the foreign currency amount that you will be required to pay us in order for us to facilitate the money transfer.
If you are happy to proceed click the "add xxx amount to shopping cart" button.
Then click the small blue writing on the right hand side of the page which says "proceed to check out".
Fill in the details of the recipient account details. Once you have filled in the recipient contact and bank account details click the proceed to step 2 button at the foot of the page.
You have now reached the payment page you will note there a number of payment options select the one which best suits you.
Ensure that the small box labelled I have read the terms and conditions is ticked and click the button labelled submit.
With credit card/debit card option you will be taken on to our credit card authenticating site Netbanx where you will be required to fill in your credit card details in the appropriate fields follow the instructions there carefully. With Paypal you will be taken away to the paypal website again follow the instructions there carefully.

In both cases it is very important that you return to the mukuru website in order to complete the transaction.

If you choose BACS or cash deposit you will the be able to confirm your details before processing the order. Once you click the button labelled process order an order number will be generated for your transaction. Note this order number down along with our bank details which you will find at the end of your order or on the customer support page use your order number as a reference to your cash deposit or wire transfer to our account. We will wait for your funds to credit our account before actioning the transfer in Zimbabwe.

Mukuru Bank Details

GBP
MUKURU LTD
Acc No:63170241
Sortcode: 20-17-19
IBAN: GB20 BARC 2017 1963 1702 41
SWIFT:BARCGB24
Bank Address: 15 Benet Street | Cambridge |CB2 3PZ |United Kingdom

USD
MUKURU LTD
Acc No:82397922
Sortcode: 20-17-19
IBAN: GB28 BARC 2017 1982 3979 22
SWIFT:BARCGB26
Bank Address: 15 Benet Street | Cambridge |CB2 3PZ |United Kingdom

EURO
MUKURU LTD
Acc No:89670722
Sortcode: 20-17-19
IBAN: GB64 BARC 2017 1989 6707 22
SWIFT:BARCGB25
Bank Address: 15 Benet Street | Cambridge |CB2 3PZ |United Kingdom

AUD
MUKURU LTD
Acc No:46031399
Sortcode: 20-17-19
IBAN: GB69 BARC 2017 1946 0313 99
SWIFT:BARCGB27
Bank Address: 15 Benet Street | Cambridge |CB2 3PZ |United Kingdom GBP

What information do I need to do a Money Transfer order?

Recipients Name
Recipients Account Number
Recipients Branch Name
Recipients Branch Code
Amount of money you want to send
Your choice of method of payment

If you will be doing transfers to multiple accounts in Zimbabwe please also provide us with details of the amounts that needs to be allocated to each account by emailing us at support@mukuru.com .

Can I send money to any bank in Zimbabwe / SA?

Yes, any bank or building society.

Please be aware that some banks take longer to clear funds than others on average it takes 3 working days for funds to reflect from the time that you money reaches the Mukuru Bank Account.

How long does it take for funds to reflect?

From the time that the money is reflected in our Mukuru Bank Account the transfer takes 3 working days.

Saturdays, Sundays and Bank Holidays are non working days so please take this into consideration.

Please be aware that some banks take longer to clear funds than others on average it takes 3 working days for funds to reflect from the time that you money reaches the Mukuru Bank Account.

Can I send money to multiple recipients?

Yes, you can. If you want to transfer specific amounts into specific accounts then please put 'SEE EMAIL' in the Bank detail above - then send a detailed email to bank@mukuru.com with the account breakdown. Please ensure the email shows the quantities allocated to each recipient and each recipient’s details and banks details.

Please be aware that the minimum amount per recipient is £50.

Do I have to give my recipients details even though I have used them before?

Your previous recipient’s details are stored so when you do your order click on reuse address details and your recipients details should show.

What is Mukuru Kash?

Mukuru Kash is a way you can hold a GBP balance with Mukuru and use it to pay for your orders immediately. All you have to do is figure out how many pounds you'd like to see in your Mukuru Kash Account then generate a Transfer ID which you quote on your payment reference to us when you create a wire transfer or online payment to us. As soon as your money is showing in our account we'll mark your transfer as 'cleared' and you are free to use your GBP balance with us whenever you like - but more importantly once it's in it can be accessed instantly to pay for an order.

Should you require a money transfer this will mean that your waiting period for the funds to hit the recipient account is cut down to a minimum (our standard three working days). If you have made an order for fuel or a DSTV subscription, the vouchers will be immediately generated and sent on to both you and the recipient.

You will also be able to monitor your MukuruKash GBP balance on the website.

As soon as you make a wire transfer, please send us an email at support@mukuru.com.

Can I transfer money from one MukuruKash account to the other?

Unfortunately not.

How much will I be charged for your services?

There is no charge on Zim money transfers; this is included in our exchange rate.

For SA transfers there is a £5 fee per transfer.

You might incur other charges by you own bank please be sure to check with them.

How do I pay for my order?

You will note there a number of payment options select the one which best suits you ensure that the small box labelled I have read the terms and conditions is ticked and click the button labelled submit.

With credit card/debit card option you will be taken on to our credit card authenticating site Netbanx where you will be required to fill in your credit card details in the appropriate fields follow the instructions there carefully.

With Paypal you will be taken away to the paypal website again follow the instructions there carefully. In both cases it is very important that you return to the mukuru website in order to complete the transaction.

Mukuru Bank Details

NB: If you intend to pay this amount with your credit card/debit card or paypal, and you wish to order fuel or a South African Money Transfer, we need you to become an authorised buyer on our website. This means you need to send us a copy (either scanned, Digital photograph or clear photo copy) of the id page of your passport and some form of proof of residence (e.g. Utility bill, bank statement etc). You email these to passport@mukuru.com or post them (in the case of the Photo copies) to Mukuru Ltd, Flat 1, 17 Balham Hill, Clapham South, SW12 9DY, UK. We sincerely apologise for the inconvenience this may cause.

What is the quickest way to send money to my friends?

Going online and using Mukuru Kash, paypal and credit card are the fastest; however you will be charged for paypal and credit card by their authenticating companies. Direct transfer by BACS into our Mukuru Bank Account will take a little longer but as with Mukuru Kash there are no charges.

Where can I find your rate for today?

At the top of the main page of each diaspora site

How do I do an online fuel order?

Login to your account by typing in your username and password in the fields provided at the top of the page a clicking the button marked log in.
Look at the Storefront menu which you will see on the left of the page are 3 options money transfers, dstv and fuel, click on fuel.
Make your order for the quantity of fuel you require and add it to your shopping cart.
Then click the small blue writing on the right hand side of the page which says proceed to check out.
Fill in the details of the recipient account details.
Once you have filled in the recipient contact and details click the proceed to step 2 button at the foot of the page.
When asked how you'd like to pay for your fuel, choose the method of payment. We will then generate an ORDER ID for your order, which if you choose BACS you will need to use as a reference for your transfer.
As soon as we see your money arrive into our Bank Account we will send a Voucher to you and your Zim Recipient via SMS and email, which your recipient will need to show to our Collection office in Msasa in order to redeem for the Fuel Coupons.

What information do I need to do a fuel order?

Recipients Name
Recipients Mobile Phone number
Recipients ID

The following forms of ID can be used – ID card, passport or drivers licence.

I don’t know if my recipient wants diesel or petrol. What now?

No worries – your recipient can choose whether they want petrol or diesel when they go collect their vouchers.

Which station can I pick fuel up from?

Our participating stations vary from month to month, but we always have member stations within the Harare city limits - you can get an updated list of stations upon collection of coupons from our current coupon collection point:

Coupon Collection
Skynet Express
37 Central Avenue
Opposite Kaguvi Building

How do I pay for my fuel?

Mukuru Bank Details

How do I receive my vouchers?

These are sent to you and your recipient by text message to your mobile phone and email. Please ensure that you give us the correct details.

Where do I collect my coupons from?

Your recipient will need their voucher number and ID to redeem their coupons.

The disbursement office is in Harare at;

Coupon Collection

Skynet Express

37 Central Avenue

Opposite Kaguvi Building

Will my coupons expire?

Your vouchers are valid for 6 months and are stated on the vouchers – so be sure use them by this time.

Can I distribute my fuel order amongst a number of recipients?

Unfortunately not, you will need to do each order separately to ensure the correct voucher number goes to the correct recipient.

What should I do if I have not received my vouchers?

Don't hesitate to give us a shout if you are at all concerned – email us at support@mukuru.com or call us at our Global Support Centre on

+44 (0)845 86 89 796

You could also leave a call back request and one of our team will give you a ring at your convenience. Go to Customer Support at the top right hand side of the page.

How do I do a DStv order?

Login to your account by typing in your username and password in the fields provided at the top of the page a clicking the button marked log in.
Look at the Storefront menu which you will see on the left of the page are 3 options money transfers, dstv and fuel, click on DStv.
Choose which dstv package you wish to renew and add it to your shopping cart.
Then click the small blue writing on the right hand side of the page which says proceed to check out.
Enter your recipient's details (ie the details of the dstv account and the contact details of the dstv account holder) in the fields provided.
Click the proceed to step 2 button at the foot of the page.
Choose your method of payment. We will then generate an ORDER ID for your order, which if you choose BACS you will need to use as a reference for your transfer.
As soon as we see your money arrive into our Bank Account we will send a voucher number to you and your recipient via SMS and email which is your receipt to show proof of payment.

What information do I need to do a DStv order?

If you wish to make payment for DSTV in Zimbabwe through our website you will need the following details to hand when you place the online order:

Your recipients Name or the name of the DSTV Account Holder.
The Smart Card number. (only the first 10 Digits)
The DSTV Account Number. (An 8 digit number)

I have not had a DStv Subscription before what should I do?

If you are wanting to set up DStv for your recipient who does not yet have a DStv account, they will have to go into the Multichoice offices in Avondale in Harare, or their nearest Multichoice office, to fill in some forms which will then enable the account to be activated.

Your recipient will need to take in a photo copy of his or her id, the smart card number, and the serial number of his or her decoder.

You will need to make a payment through the usual process but do not fill in an account number in the space provided, your recipient will have to give this to you later.

Please be sure that you give us the correct contact details of your recipient as Multichoice will give them a call back once this has been set up.

How long does it take for the new balance of my account to reflect?

Your DSTV will be activated between 24 to 48 hours from the time that the payment reaches our Mukuru Bank Account. (Please take note that Mukuru offices are not open on the weekend so if you make a payment at this time you recipients DStv could take up to 72 hours.)

Which DStv Bouquets are available?

To See our range of DStv Products click here

Premium Bouquet - Ku Band

Over 50 World-Class TV channels, plus DMX Audio Channels.

DStv Compact

DStv Compact offers you the following channels:

actionX - A hot action movie channel, dedicated to pumping your adrenaline.

Hallmark - Movies and award-winning mini-series for the whole family.

AfricaMagic - An entertainment channel dedicated to African programming.

SuperSport 3 - Local and international soccer on one action-packed channel.

SuperSport 4 (Update) - This is a specially packaged SuperSport Highlights channel that brings you all the action that you may have missed.

ESPN - The worldwide leader in sports, with non-stop international sports action.

TellyTrack - The racing fan's ticket to the magic of thoroughbread horse racing.

M-Net Series - The channels is home to an assortment of award winning comedy, dramas and sci-fi shows.

Reality TV - Real-life drama, amazing sights and unforgettable true stories.

Animal Planet - Nature and wildlife shows to entertain the whole family.

National Geographic - With unrivalled quality and spectacular imagery, this channel brings you award-winning documentaries from around the world.

CNN - Allows viewers to witness history in the making with its award winning, live coverage of news as it breaks, from around the world, around the clock.

BBC World - News around the clock, from the world's most respected news channel.

SABC Africa - The finest news and entertainment from across the African continent.

BBC Food - An appetising television channel bursting with the best known chefs, the best food and the finest ingredients.

Fashion TV - A mixture of sensuality, eroticism and beauty makes Fashion TV a universal language watched and enjoyed in every part of the world.

TBN - Well known preachers bring you Christian guidance and inspiration on TBN.

Rhema - Christian guidance from South African and International preachers.

Cartoon Network - 24 hour toon fun with contemporary cartoon stars.

Channel O - Music videos, news, and features from across the globe on Channel O.

IQRAA - Provides valuable insights for all Muslims bringing the teachings of Islam into the homes and hearts of Arabs world wide.

Mindset Learn - Mindset Learn is a South African curriculum based educational channel.

DStv touch - Including the following fun and informative interactive channels:

* Fun and Games - The Games Channel is an interactive portal offering all members of the family entertainment.

* Weather - The Weather Channel brings you detailed information on over 35 cities and towns in South Africa, including a 5 day forecast.

* News24 - News24 offers the latest in local, regional and international news; sport, entertainment, sci-tech, finance, health and weather coverage.

* FIN24 - The latest local and international financial news and indicators at your fingertips.

* AstroScope - The channel that brings you Daily Horoscopes as well as AstroLine with advice from well known astronumerologer Barbara d'Engle.