T-kash FAQ’s
Frequently Asked Questions
What is T- kash?
T- kash is a Mobile Financial Service owned by Telkom Kenya LTD that offers a wide range of cross functional solutions both for consumer and enterprise markets.
The service allows customers to:
- Deposit money to a customer wallet through an authorized T- kash Agent.
- Sending money from your mobile number to any other number conveniently across all networks.
- Withdrawing money from any authorized T- kash Agent.
- Topping up airtime for your Telkom Kenya mobile number or another customer’s number.
- Paying utility bills and paying for goods and services at T- kash registered merchants.
What can I do with T- kash?
The service allows customers to:
- Deposit money to a customer wallet at an authorized T- kash Agent.
- Sending money from your mobile number to any other number conveniently across all networks.
- Withdrawing money from any authorized T- kash Agent.
- Topping up airtime for your Telkom Kenya mobile number or another customer’s number.
- Paying utility bills and paying for goods and services at T- kash registered merchants.
Who is eligible to hold a T- kash account?
How many channels can I use to transact on T- kash?
There are 2 channels to access the T- kash menu:
- USSD (*334#)
- T- kash App (Android & IOS)
Can I have more than one T- kash account?
What are the roles for a T- kash Agent?
T- kash Agent is a person or business that has officially been appointed by Telkom Kenya to help with the following:
- Register customers for T- kash service.
- Facilitate cash deposits for T- kash registered customers.
- Process cash withdrawals for both T- kash registered and non-registered customers.
- Educate customers on compliance and how to use the service.
- Sell Telkom airtime.
- Act as the first point of contact for T- kash customers.
Can you send money to customers of other networks using T- kash
Can you send money to customers not registered for mobile money networks using T- kash
What are the steps for buying Airtime?
Steps:
- Go to T- kash Menu and select “Buy Airtime”
- Select your preferred option.
- My phone (Your Telkom Line).
- Other Phone (Another Telkom Line).
- Enter Amount.
- Enter T- kash PIN.
- Confirm.
If successful, you will receive an SMS from T- kash confirming the transaction and another from the network confirming that top up.
What are the steps for Withdrawing Money from an Agent for T- kash Registered customers?
You must present an original identification document to make a customer withdrawal.
Steps:
- Visit the nearest T- kash Agent.
- Confirm the T- kash Agent has sufficient funds to process your transaction.
- Give the Agent your original identification document.
- Go to your T- kash menu and select ‘Withdraw Cash’.
- Select ‘From Agent’.
- Enter Amount & confirm details.
- Enter your T- kash PIN and press Send.
- You will receive an SMS from T- kash with a T- kash Code.
- Give the Agent your T- kash Code.
- The Agent will process your withdrawal request and you will receive a confirmation SMS from T- kash.
- The Agent will issue cash and request you to sign the customer transaction log book.
Can I link my Bank account with T- kash?
Yes, you can transfer money from your T- kash account to your bank and vice versa.
Please note that you will be required to visit the T- kash partner bank and register for mobile banking to allow for bank to T- kash tranfers.
How many times can I change my PIN and how much does it cost?
You can always change your PIN in case you suspect vulnerability with your account.
There is no limit to the number of times you can change your PIN.
It’s FREE to change your PIN.
In the event I lose my Phone/SIM card, is there a risk of losing my money?
No, the E-value in your T- kash account is safe. No one can access your account unless they know your T- kash PIN. Your T- kash account will be available to you once you replace your SIM card.
What are the benefits of the T- kash code?
- You do not need an agent number to withdraw cash from a T- kash Agent.
- If you visit an Agent who has insufficient funds and you have generated the T- kash Code , you can visit any other T- kash Agent near you to withdraw your cash.
- Using the T- kash Code reduces time taken at the Cashier Point when buying goods and services.
- The T- kash Code is not matched to any specific Agent outlet thus can be used at any T- kash Agent outlet.
- The T- kash Code is unique and secure and can only be used once.
- If you have money in your T- kash account, you can generate many codes until your account balance reaches zero balance.
- The T- kash Code is generated when you want to withdraw cash at an Agent, at a ATM or when buying goods and services using your T- kash service.
- You can generate the T- kash Code for someone else to use buy goods and services.
- When you generate a T- kash code you can redeem it partially at an Agent or Merchant outlet.
- It is free to generate a T- kash Code.
- You do not need a Till number to pay for goods and services.
- The T- kash code reduces errors since one cannot send e-money to the wrong till.
- There is no need to wait for reversals as agent can perform deposit reversals within 10 minutes.
- T- kash code valid period is 10 minutes.
- Generation of T- kash code does not mean a payment has been effected the payment is effected when the code is redeemed at an agent/merchant outlet.
- ATM transaction limits are a minimum withdrawal of KShs 200 and a maximum withdrawal of KShs 40,000.
- Merchant transaction limits are a minimum payment of KShs 1 and a maximum payment of KShs 70,000.
What are the steps for sending money to another mobile number?
- Dial *334# or Use the T-kash APP
- Select “Send Money”
- Select “Send-to any network”
- Enter “Phone Number”
- Enter “Amount”
- CONFIRM transaction
- Enter T-kash PIN
- You will receive a confirmation SMS from T-kash
Do I need to pay any service charges to register for T- kash?
No, it’s FREE to register on T- kash. You will only be charged for transaction fees only.
What documents are required during registration?
To register for T- kash, you will be required to present one of the following original identification documents:
- Kenyan National ID.
- Valid Passport.
- Alien ID.
After T- kash registration, how do I activate my account?
After successful registration on T- kash service. You will receive a welcome SMS message from T- kash.
Account Activation Steps:
- Dial *160#.
- Enter your identification document number (The one used during registration).
- Enter Date of Birth (Format : DDMMYYYY).
- Create a new T- kash PIN (4-digit number).
- Re-enter the 4-digit PIN to confirm, upon successful confirmation you will receive an SMS from T- kash.
- Confirm the details and press OK to submit the details to be processed.
Do I have to do a Menu Update for my Telkom SIM card to access the service?
Am I required to maintain a minimum balance for my T- kash Account?
No, you do not have to maintain any minimum balance.
What do I do if I send money erroneously to a wrong number?
T- kash offers you the convenience of confirming payment recipient details BEFORE sending money. Before you input your PIN to send money, T- kash will give you a prompt confirming the payment recipient details.
However, in the event you send money to the wrong number you need to take the following steps immediately:
- Call the T- kash customer care by dialing 160.
- Our customer care agents will verify and log in your claim.
- The reversal will take a maximum of 1 working day.
Can I buy airtime for a prepaid account of any other network in Kenya?
If I purchase Airtime instead of sending money can the amount be reversed?
Currently we are unable to reverse airtime transactions. We usually advise our customers to individually follow up with the person they sent the money to.
Before you buy airtime, make sure you have entered the correct mobile number and you are on the correct menu for ‘buy airtime’ on the T- kash menu.
When buying airtime, always ensure you have confirmed in the pop up screen before submitting your request.
Can I buy Telkom Kenya Voice, SMS & Internet bundles using T- kash ?
As a registered T- kash Customer, you can buy easily buy voice, SMS and internet bundles from your wallet.
Steps:
- Go to T- kash Menu and select ‘Buy Bundle’.
- Select your preferred bundle.
- Voice Bundle.
- SMS Bundle.
- International Bundle.
- Mashariki Roaming Bundle.
- Internet Bundle.
- Enter T- kash PIN and Confirm.
- You will receive an SMS from T- kash confirming the transaction and another from the network confirming bundle provisioning.
- Please Note: Currently you can only buy bundles for your Telkom line.
What do I do if I forget my PIN?
Take the following Steps:
- Call T- kash customer care on 160 for FREE. The customer care agent will take you through security questions to confirm your identity. Upon positive confirmation of your identity, customer care will send you a new PIN.
- You will be required to create a new PIN using the following steps.
- Go to your T- kash Menu.
- Select ‘My Account’.
- Select ‘Change PIN’.
- Enter current PIN .
- Enter New PIN.
- Enter New PIN again.
- You will get a confirmation SMS from T- kash.
How do I check my T- kash account balance?
To check your account balance please follow these steps:
- Go to T- kash Menu and select ‘My Account’.
- Select ‘Check balance’.
- Enter T- kash PIN.
- Press ‘Send’.
- You will get an SMS from T- kash with your current Balance.
