Support Center
Browse through our frequently asked questions, tutorials and other self-help resources to find the answers you need.
Downloading app: First, you need to download the ChapChap app from Google Play store if you want to start a mobile money business. You can download the app here.
Know-Your-Customer (KYC): Once you’ve downloaded the app, please fill in the requested information such as your name, phone number and proceed to the “Know-Your-Customer” (KYC) process in five simple steps including;
1. Front side of your original national ID.
2. Back side of your original national ID.
3. Your picture while clearly facing the camera
4. Picture of your business location
5. Picture with you holding your original national ID
- To access all features of the app, you will need to pay a one-time licensing fee of Ugx. 50,000 (fifty thousand Uganda shillings).
- This fee is paid via mobile money, not cash.
- The telecom fees vary therefore we advise our customers to have at least Ugx. 53,000 on the mobile money account for this transaction to be successful.
- If all KYC is shared and payment is made, our dedicated support team review the KYC information to make sure that the customer data matches the details on the national ID among other regulatory requirements.
- This licensing process is done within 24hrs after payment of the fee.
- One is able to check for their commission under the Reports section on the Agent app menu.
- One is able to see their daily/weekly/monthly commission performance as well.
- Commission is paid in full on the 1st of every month (holding other factors constant)
You can Add Float in a number of ways:
- Stanbic Bank Agent instant top-up – Go to a Stanbic bank agent, ask for ChapChap among their “Billers or Corporate” hand them your cash, and tell them your ChapChap phone number, and they will Add your Float instantly.
- Equity Bank Manual top-up – Deposit your cash in our Equity Bank account and send us your receipt via BANK DEPOSIT CHAT (in the app).
- Mobile Money – Add float directly from your Mobile Money account, this method involves telecom charges.
- Share float between Chap Chap agents –A fellow chap chap agent can share float with another at no cost/charge. (share float to the chap chap number)
For one’s device to be changed, they need to confirm the following;
- Chapchap account number,
- Send us your National ID (front and back) as proof of account ownership.
- Phone model you are changing from
- Reason for changing device
- Float balance (especially if they have been actively transacting)
Please note that updating devices/phones only occurs between 8am to 5pm from Monday to Sunday.
For Number change: –
- One can change the account number if the new number you want to change to is registered in your names on the national ID. Please share the reason for the change.
- If; and When funds are recovered from wrong number, Chap Chap , can then top up the chap agent’s account.
- Pending/failed transactions are completed /reversed to chap agent’s account after 24hours.
Need Help? We’re Just a Call Away.
