End-user Support – Appiawave

Appiawave – End-User Support Guide

Our Commitment to You

Welcome to Appiawave! We are dedicated to providing you with excellent support for all our services, including your Appiawave digital wallet, associated Appiawave Bank Account and Card (provided in partnership with Access Bank South Africa Ltd.), our Buy Now, Pay Later (BNPL) offering, and any related features. This guide outlines how you can get help, what to expect from us, and how we aim to resolve your queries and concerns.

Our primary support email is: customercare@appiawave.co.za

1. How to Get Support

We offer several ways for you to get assistance:

Email Support:
For all general inquiries, account issues, transaction queries, BNPL questions, or technical difficulties, please email our dedicated support team at customercare@appiawave.co.za.
Please provide as much detail as possible in your email, including your Appiawave account identifier (e.g., mobile number or account number if applicable, but never share your full card number, PIN, or password via email), a clear description of the issue, any error messages, and relevant dates or transaction IDs. This will help us assist you more efficiently.
In-App Support (if applicable):
If our Appiawave mobile application includes an in-app help or support feature (e.g., chat, help center, FAQ), this can often be the quickest way to find answers or initiate a support request.
Website Help Center/FAQ:
Visit our website at www.appiawave.com for a comprehensive Help Center or Frequently Asked Questions (FAQ) section. We regularly update this with answers to common questions about our services, troubleshooting tips, and how-to guides.
Contacting Access Bank South Africa Ltd.:
For specific issues directly related to the banking functions of your Appiawave Bank Account or your Appiawave Card that Appiawave support cannot resolve (e.g., certain types of card disputes not handled by merchants, specific banking service queries as per Access Bank’s terms), you may need to contact Access Bank directly. We will guide you if this is necessary, or you can refer to the contact details provided in Access Bank’s terms and conditions for your account and card.

2. What to Expect from Our Support Team

Availability: Our email support team aims to respond to inquiries within 24-48 business hours. Business hours are typically Monday to Friday, 9:00 AM to 5:00 PM SAST, excluding public holidays. Urgent issues like suspected fraud or lost/stolen cards may have dedicated channels or faster response protocols.
Professionalism: Our support agents are trained to be courteous, knowledgeable, and helpful.
Resolution Time: We strive to resolve issues as quickly as possible. The time to resolution can vary depending on the complexity of the issue and whether coordination with third parties (like Merchants or Access Bank) is required. We will keep you informed of the progress.
Security: We will never ask you for your full Appiawave Card number, CVV, PIN, Appiawave account password, or one-time passcodes (OTPs) via email or unsolicited calls. If you receive such a request, please do not share this information and report it to us immediately at customercare@appiawave.co.za. We may ask you to verify your identity through secure means when you contact us.

3. Types of Support Provided

We can assist you with a wide range of topics, including but not limited to:

Account registration and login issues.
Understanding your Appiawave Wallet, Bank Account, and Card features.
Transaction inquiries (e.g., status of a payment, unrecognized transactions – please check with the merchant first for purchase-related queries).
Using the BNPL service, understanding your Payment Plan, and repayment queries.
Bill payments and utility purchases.
Reporting a lost or stolen Appiawave Card.
Reporting suspected fraudulent activity on your account.
Updating your personal information.
Technical issues with our website or mobile app.
Understanding our fees and charges.
Guidance on our Terms of Use and Privacy Policy.

4. Reporting Lost/Stolen Cards or Fraudulent Activity

This is time-sensitive. Please act immediately.

Lost or Stolen Appiawave Card: If your physical Appiawave Card is lost or stolen, or you suspect your virtual card details have been compromised, please contact us IMMEDIATELY at customercare@appiawave.co.za. If a dedicated 24/7 card blocking line is provided by us or Access Bank, please use that number (this will be communicated to you upon card issuance or in your card terms). We will guide you on the steps to block the card and request a replacement if applicable.
Suspected Fraudulent Activity: If you notice any unauthorized transactions or suspect fraudulent activity on your Appiawave Account or Card, contact us IMMEDIATELY at customercare@appiawave.co.za. Provide all relevant details.

5. Dispute Resolution and Complaints

Disputes with Merchants: If you have an issue with goods or services purchased from a Merchant using Appiawave (Wallet, Card, or BNPL), you should first attempt to resolve the dispute directly with the Merchant according to their policies. Appiawave is a payment facilitator and generally does not mediate disputes about the quality, delivery, or nature of goods/services.
Transaction Disputes/Errors: If you believe there has been an error in a transaction processed by Appiawave or an unauthorized transaction that is not related to a merchant dispute, please contact us at customercare@appiawave.co.za with all relevant details. We will investigate in accordance with our internal procedures and applicable regulations.
Complaints about Appiawave Services: If you are dissatisfied with any aspect of Appiawave’s services or our support, please let us know by emailing customercare@appiawave.co.za with the subject line “Complaint”. We take complaints seriously and will:
Acknowledge your complaint within 2 business days.
Investigate your complaint thoroughly.
Aim to provide a formal response and proposed resolution within 10-15 business days, or keep you updated if more time is needed.
Escalation: If you are not satisfied with the resolution of your complaint related to your Appiawave Bank Account or Card services provided by Access Bank, you may have the right to escalate your complaint to the Ombudsman for Banking Services (OBS) in South Africa. For other complaints not resolved to your satisfaction by Appiawave, you may contact the National Consumer Commission (NCC) or the Information Regulator (for privacy-related complaints). We will provide relevant contact details if requested.

6. Your Responsibilities

To help us provide you with the best possible support, please:

Keep your contact information (email, mobile number) up to date in your Appiawave profile.
Provide clear and accurate information when reporting an issue.
Regularly check your Appiawave account statements and transaction history for any discrepancies.
Protect your account credentials and card details.
Familiarize yourself with our Terms of Use and Privacy Policy.

7. Feedback

We value your feedback as it helps us improve our services and support. If you have any suggestions or comments, please feel free to share them with us at customercare@appiawave.co.za.