Frequently Asked Questions
General

My account is dormant

After 3 months of non-use (no deposits/withdrawals), your card will become dormant.

To reactive your account, please deposit enough money to cover your monthly fees:

  • R117 for CASCHCLOUD Lite (R39 x 3 monthly fees)
  • R135 for CASHCLOUD Blue (R45 x 3 monthly fees)

No additional reactivation fees will be charged

If you have lost your card and need a replacement card, there will be a R50 charge

I forgot my card PIN

  • Call 0861 111 300 to reset your PIN.
  • Have your ID/Passport/Asylum/Refugee number, card number, cell number and address on hand for verification purposes.

My card has been lost or stolen

  • Call 0861 111 300 as soon as possible and ask for your card to be stopped.
  • Or stop your card from directly from the CASHCLOUD mobile App (http://ow.ly/W0TM30lg5um).

What is the maximum I can withdraw or spend per day?

Your daily limit on cash withdrawal is R 5 000.00 and Point of Sale (POS) purchases is R 10 000.00 per day.

Can I use my card for online shopping?

Yes, the card works for most* online purchases
*Certain websites/apps may not allow purchases

Where can I withdraw cash?

You can withdraw at any ATM at a low fixed rate or at any Pick ‘n Pay, Boxer, Checkers and Shoprite tills/kiosk

See pricing here

How do I make a deposit into my card?

Cash

Kiosk:

  • Go to any Pick ‘n Pay, Boxer, Checkers, Shoprite or Spar Kiosk, ask the cashier to make a CASHCLOUD  Pay@ payment. Give the cashier the CASHCLOUD code 11491 and your 10-digit cell number. Keep your receipt as proof of payment.

Participating Retailers:

  • You can also deposit cash at ABSA ATM, consult your user guide for more info.

What is the correct payment reference?

When making a payment, ensure that you use the 10-digit cellphone number used when you signed up for CASHCLOUD services.

How long does it take to allocate an incorrectly made payment?

It takes 24 to 48 working hours to correct a payment once you have provided us with the proof of payment and any other documentation we may need to track your payment.

Mobile Application

How do I sign up (existing CASHCLOUD card holder)

  • Download the CASHCLOUD Digital Banking App from the Google Play Store.
  • Click on Register
  • Fill in your information and click login
  • Choose a 5-digit PIN
  • You will receive an OTP which you type in

How do I sign up (New user)

  • Download the CASHCLOUD Digital Banking App from the Google Play Store
  • Click on Register, then Register again
  • Choose between CASHCLOUD Blue or Lite and fill in the easy online application

How can I check my balance?

Your balance is displayed on the home screen.

How do I make payments?

How to add Beneficiaries and make Once-off payments

Add a Beneficiary:

  • Click on Pay
  • Add New
  • Add in the Beneficiary details
  • Input amount to pay

Once-off

  • Click on Pay
  • Click on Once-off
  • Add in the Beneficiary details
  • Input amount to pay

How do I transfer money to a CASHCLOUD friend?

To transfer money to another CASHCLOUD card holder for FREE:

  • Click on Transfer
  • Add your CASHCLOUD friend’s information
  • Click on pay
  • Choose the amount you want to transfer

How do I purchase prepaid airtime and electricity?

How to purchase prepaid airtime, data and electricity:

  • Select Buy
  • Choose which option you’d like – airtime, data or electricity
  • Choose the network you’d like to purchase for airtime and data
  • Choose either Municipality or Eskom for electricity
  • Put in the Cell phone or Meter number

How do I get a Statement?

How to download a 30, 60 or 90 day statement:

  • Click on the hamburger (3 lines) menu at the top left
  • Click on Get Statement
  • Choose from 30, 60 or 90 days
  • Click Get a Statement
  • The Statement can be found in your downloads folder on your phone

How do I stop my card?

How to stop your card:

  • Click on the hamburger (3 lines) menu at the top left
  • Click on My Account
  • Choose My Cards
  • Click Stop Card

How do I find my downloaded statement

How to locate your downloaded statement:

  • Look in your downloads folder
  • Look on your SD card folders
  • Look in device storage

The file is named Statement with today’s date and time

Online Banking

Transfer money to any CASHCLOUD cardholder

Use your CASHCLOUD mobile app to make FREE transfers to all your CASHCLOUD FRIENDS

You can send money to any CASHCLOUD cardholder simply adding them as a CASHCLOUD friend under the menu TRANSFERS.

From the Home Screen

  • Click on the transfer icon
  • Click on add new
  • Add the Friend name and mobile number
  • Put in your OTP
  • Now you can transfer to your CASHCLOUD friend instantly

How do I make a EFT payment?

You can make EFT payment from the ‘PAY’ menu

  • Add Beneficiary:
    • Click on the PAY icon
    • Click on add new
    • Add Beneficiary details
    • Put in your OTP
  • Once-off payment
    • Add Beneficiary details
    • Check details
    • Put in your OTP
    • Click confirm to pay
    • You can now pay this beneficiary
Other

Funeral Cover Terms and Conditions

o This Funeral cover is for a Total Cover amount of R 25,000 for Main Member only.
o The Minimum entry age for new members is 18 years of age and the maximum entry age for new members is age 65 next birthday.
o The cover start date is on the first day of the calendar month following receipt of the first premium.
o Should the Member pass away with valid cover, the cover amount will be paid to the Policyholder.
o This product and cover is for RSA only. Therefore, a member who passes away outside of the borders of RSA, will not be covered.
o CashCloud will pay the net cover amount into a CashCloud card for the beneficiary nominated by the main member
o The Net Cover Amount is the Total Cover Amount less repatriation costs (only if required and agreed to by the beneficiary) and less courier costs of R600 (for the CasCloud card initiation fee and the courier fee)
o The nominated beneficiary must be 18 years or older.
o Suicide in respect of the Member will not be covered during the first 12 months from the cover start date.
o The Master Policy document can be requested from the Insurer.
o In the event of a claim the Insurer should be contacted.
o Any complaints must first be lodged with the Insurer on the numbers above or via e-mail complaints@stangen.co.za. All complaints must be made in writing.
o If resolution is still unsatisfactory, complaints may be lodged with the Regulators at the below addresses:

The Insurer
The Standard General Insurance Company Limited
Building A, Bryanston Corner, 18 Ealing Crescent, Bryanston, 2191
Registration Nr. 1948/029011/06; FSP Nr 47235.
Tel Nr. 0861 007 966

The FAIS Ombud
P.O Box 74571, Lynnwood Ridge, 0040
Email: info@faisombud.co.za Tel: 012 762 5000 / 012 470 9080
Fax: 012 348 3447 / 012 470 9097 / 086 764 1422
Website: www.faisombud.co.za

The Long-term Insurance Ombudsman
Private Bag X45, Claremont, Cape Town, 7735
E-mail: info@ombud.co.zaTel: (021) 657 5000 / 086 0103 236
Fax:(021) 657 0951
Website: www.ombud.co.za

DECLARATION BY APPLICANT:
o I agree that I have read and understand the terms, conditions and benefits detailed.
o All the information provided on this form, is true, correct and complete and will form the basis of this policy. I understand that any misrepresentation or false information can lead to the cancellation of these benefits, in which case all premiums paid may be forfeited.
o I understand that I have a 30 (thirty) day cooling off period. Provided no claim has been registered in this period, I may elect to not take up the plan, and will inform CashCloud in writing of my intention to do so. All insurance premiums already paid shall be refunded and the Member will be downgraded to the Cash cloud xxxx Membership.
o I understand that this product is offered to me on a non-advice basis, and should I need further assistance regarding the policy, I may contact the Insurer.
o I accept that the Insurer can communicate with me telephonically and/or electronically. All records shared with the Insurer may be stored electronically. The Insurer values clients’ privacy and personal information. The detailed Privacy Policy can be viewed online at https://www.stangen.co.za/privacy/