How to Reverse eWallet FNB: A Comprehensive Guide to Fixing Mistakes

FNB eWallet is a digital payment service offered by South Africa’s First National Bank, which allows individuals to send money to recipients with a valid South African mobile number. This convenient platform is often used for settling small debts, paying for services, and assisting loved ones financially. However, mistakes can happen when sending an eWallet transaction, and you may find yourself needing to reverse an incorrect transaction.

In such cases, FNB provides customers with the ability to reverse transactions made in error. Reversing an eWallet transaction can be done through multiple methods, including using USSD codes, the FNB app, and contacting customer support. The process for reversing a transaction may vary in terms of fees, duration, and risks involved, depending on the method and reason for reversal.

This article will explore the steps one must follow to reverse an FNB eWallet transaction, providing a comprehensive guide on the most efficient way to remedy mistakes made during the transfer process.

Understanding FNB eWallet

What Is FNB eWallet?

FNB eWallet is a digital financial service offered by First National Bank (FNB) in South Africa. This service allows users to send and receive money instantly using their mobile phones. Customers can access eWallet through various methods, including FNB’s mobile app, USSD codes, and online banking. With eWallet, you don’t need a traditional bank account to perform transactions, making it a convenient option for many people.

Benefits of Using FNB eWallet

  • Accessibility: FNB eWallet is easily accessible through mobile phones, and it does not require users to have a bank account to utilise its services. Anyone with a mobile phone number can receive money through eWallet, which makes it a useful solution for sending money to unbanked individuals.

  • Send and Receive Money: The primary function of FNB eWallet is enabling users to send and receive money instantly. Users can perform transactions through the FNB mobile app, USSD codes, or online banking services. Money sent can be used for various purposes, such as paying bills or purchasing goods and services at selected merchants.

  • Security: FNB eWallet transactions are secure, with multiple layers of protection in place to safeguard users’ funds. These include PIN-based authentication for transactions and a stringent verification process during registration.

  • Convenience: The service offers a convenient way to perform banking transactions without visiting a bank branch. Users can pause or reverse transactions by following a few simple steps through the FNB app or via USSD.

In summary, FNB eWallet provides users with a secure, convenient, and accessible way to send and receive money using their mobile phones. By offering an alternative to traditional banking services, eWallet plays a significant role in financial inclusion for the unbanked population in South Africa.

Pre-Reversal Checklist

Before attempting to reverse an eWallet transaction with FNB, it is important to go through a pre-reversal checklist to ensure a smooth and successful process. This checklist includes two key components:

Confirm Transaction Details

Before initiating the eWallet reversal process, ensure that you have confirmed the transaction details. Review your transaction history to identify the specific transaction you wish to reverse. It is crucial to verify the recipient’s information, the transaction amount, as well as the date and time of the transaction. Doing so will help you avoid reversing the wrong transaction.

  • Transaction Date and Time: Confirm when the transaction took place.
  • Recipient Information: Check the recipient’s name, phone number, and other relevant details.
  • Transaction Amount: Ensure that you have the correct amount of the transaction you intend to reverse.

Check Reversal Eligibility

Not all eWallet transactions are eligible for reversal. Understand the criteria for reversal eligibility before proceeding. Typically, only recent transactions can be reversed. Also, consider the following factors:

  1. Notice: In some cases, the reversal process may require a valid reason before you can proceed. Be prepared to provide an honest explanation for why you wish to reverse the transaction.
  2. Wrong Amount: If you have accidentally sent the wrong amount, make sure you have verified the error before attempting the reversal.
  3. Wrong Recipient: If you have sent money to the wrong recipient, ensure that you have confirmed the recipient’s details and recognize the error before initiating the reversal.

By following this pre-reversal checklist, you are more likely to execute a successful FNB eWallet reversal, rectifying any transaction errors with confidence, knowledge, and clarity.

Initiating an eWallet Reversal

The process of reversing an eWallet transaction with FNB is straightforward and can be done using two main methods: via the FNB App or using a USSD code. This section will provide a concise guide on how to perform an eWallet reversal through each of these methods.

Via FNB App

To initiate the eWallet reversal process using the FNB App, follow these steps:

  1. Open the FNB app on your mobile device using your registered cellphone number.
  2. Navigate to ‘My Debit Orders’ under the ‘Debit Orders’ tab.
  3. Select the transaction you wish to reverse from the list of recent transactions.
  4. Provide a reason for the reversal by choosing an option from the available list or typing in a brief explanation.
  5. Tap on ‘Reverse’ and wait for a confirmation prompt.
  6. Confirm your decision to initiate the eWallet reversal.

Please note that the reversal process isn’t instantaneous and may take some time to complete.

Using USSD Code

Alternatively, you can reverse an eWallet transaction using a USSD code by following these steps:

  1. Dial 120321# on your mobile device to access FNB’s USSD services.
  2. You will be presented with a menu of FNB services, select ‘Send Money’ which usually appears as option 4.
  3. Next, choose ‘eWallet Reversal’ from the submenu, typically shown as option 5.
  4. Select the transaction you want to reverse from the list of recent transactions.
  5. Once you have chosen the transaction, the reversal process will commence.

With this method, you don’t need the FNB App and can reverse the transaction from any mobile device capable of making calls. Just like the app method, the reversal process can take some time to complete.

By following these simple steps for each method, you’ll be able to initiate an eWallet reversal on your FNB account confidently and efficiently.

After Reversal Actions

Confirmation and Notification

After successfully initiating the reversal of an FNB eWallet transaction, the sender will receive a confirmation message on their mobile phone or through the FNB app, depending on the method used for the reversal process. This message acts as an assurance that the reversal has been executed and that the funds will be transferred back to the sender’s account.

In addition to the confirmation message, both the sender and the recipient will receive a notification about the reversed transaction. It is essential for both parties to be aware of the reversal to avoid any confusion or misunderstandings. The notification may be sent via SMS or email, depending on the contact details available for both the sender and recipient.

What to Do If Money Is Already Withdrawn

In some cases, the reversal process may be initiated after the recipient has already withdrawn the funds from the eWallet. If this happens, the reversal will be unsuccessful, and the sender should consider taking the following steps:

  1. Contact the recipient: Reach out to the recipient to inform them about the erroneous transaction and request a refund. In most situations, the recipient may agree to return the funds if they were sent in error.
  2. Gather evidence: If the recipient refuses to return the funds, it is crucial to gather all evidence of the transaction such as confirmation messages, notifications and transaction history as proof of the erroneous transaction.
  3. Report to FNB: Contact FNB’s customer support and provide them with the relevant details and evidence of the transaction. The bank may be able to assist in recovering the funds or offer advice on the best course of action.

It is important to note that reversing an FNB eWallet transaction is not always guaranteed, especially if the funds have already been withdrawn by the recipient. Therefore, it is crucial to double-check the details before initiating any transaction and to act promptly in case of any errors.

Reversal Charges and Refunds

Understanding Reversal Fees

It is essential to understand the costs associated with reversing an FNB eWallet transaction. When reversing a payment, one should be aware that a reversal fee is charged. The current fee for reversing an eWallet transaction stands at R50. This fee is deducted from the refund amount before the remaining sum is returned to your account.

If you wish to avoid reversal fees, it is crucial to double-check all transaction details before sending or requesting money. Mistakes in the recipient details may lead to a reversal request and associated charges.

Disputing Charges

In some cases, eWallet users may need to dispute a charge, debit order, or an unauthorized transaction. In such instances, it is crucial to notify FNB about the issue as soon as possible.

Here are the key steps to follow when disputing charges:

  1. Contact FNB customer service: Reach out to the helpline or visit your nearest FNB branch for assistance on reporting fraudulent transactions or incorrect charges.
  2. Submit a detailed complaint: Provide FNB with all relevant transaction details, including the transaction date, amount, recipient information, and any additional evidence supporting the dispute.
  3. Cooperate with the investigation: FNB will typically launch an investigation into the disputed transaction and may require further information or documentation. Be prepared to assist them during this process.
  4. Await a resolution: Following the investigation, FNB will determine if a refund is warranted, and if so, initiate the refund process. Keep in mind that the outcome may not always be in the user’s favour.

Remember that charges might vary for disputing debit orders and other types of transactions. Always consult FNB for the most up-to-date information on fees and policies related to reversal charges and refunds.

Handling Problems During Reversal

When Reversal Fails

At times, reversing an FNB eWallet transaction may face problems. It is important to consider the following factors if your transaction reversal seems to fail:

  1. Timeframe: Reversing an eWallet transaction is not instantaneous. It typically takes 4 to 15 business days for the funds to reflect in your account. This timeframe may vary based on the recipient’s response and bank procedures.

  2. Wrong number: If you sent the eWallet to the wrong number and no one claims the money, it could take up to 15 days before the funds are returned.

  3. Bank procedures: Banks may have specific rules and procedures in place for reversing transactions, which can impact the process.

If the reversal continues to fail after considering these factors, contacting customer support is the next step.

Contacting Customer Support

FNB offers multiple channels for customer support to help you resolve eWallet reversal issues. The following options are available for reaching out to FNB’s customer service team:

  1. Call centre: FNB has a dedicated helpline number for customer assistance. By calling the bank’s call centre, you can explain your issue and receive help from their representatives.

  2. Online chat: Access the FNB website or app to avail of their online chat feature. This allows you to communicate directly with a customer service representative, who can guide you through the reversal process.

  3. Social media: FNB maintains an active presence on various social media channels. You can engage with their customer support through platforms such as Facebook, Twitter, and Instagram.

  4. Email support: Alternatively, you can email FNB’s customer service team, outlining your eWallet reversal problem and seeking assistance.

Remember to provide relevant information, such as transaction details, when contacting customer support to ensure a swift and accurate resolution.

Security and Fraud Prevention

Recognising Fraudulent Transactions

It is essential to be vigilant in identifying fraudulent transactions involving FNB eWallet services. Fraudulent transactions may present as unexpected funds or unwarranted payment requests. Stay alert for common red flags, such as unfamiliar transactions, irregular payment amounts, or unexpected recipients. Regularly monitor your eWallet transaction history and report any suspicious activities to FNB.

Security Measures on FNB eWallet

FNB takes security seriously and implements several measures to protect its customers from potential threats. Here are some key security features in place for FNB eWallet services:

  1. eWallet PIN: Upon receiving the funds, recipients must create a unique eWallet PIN. This PIN is required for withdrawing money and accessing other eWallet services, ensuring that only the authorised person can access the funds.

  2. Password protection: To access FNB online banking and the FNB mobile app, customers need a strong and unique password. It should consist of a combination of uppercase and lowercase letters, numbers, and symbols to enhance security.

  3. Regular system updates: FNB regularly updates its systems and applications to protect against emerging security threats and ensure optimal performance.

  4. Customer-centric security measures: FNB offers additional security features, such as:

    • One-Time PINs (OTPs) for verifying high-risk transactions
    • Biometric authentication for mobile app access
    • Timed logouts to protect against unauthorised access

To further enhance security, FNB encourages customers to take the following preventative measures:

  • Be cautious with your information: Never share your eWallet PIN, password, or other sensitive information with anyone.

  • Regularly update your devices: Keep your devices up-to-date with the latest operating systems and security patches.

  • Monitor transactions: Regularly review your eWallet transaction history and promptly report any suspicious transactions.

By understanding the security measures in place and adopting these best practices, FNB eWallet users can confidently enjoy the convenience and protection afforded by the service.

Frequently Asked Questions

Reverse eWallet Payment to Wrong Recipient

It is essential to be cautious when sending eWallet payments as reversing a transaction may not always be possible. However, if you have accidentally sent money to the wrong recipient, you can often seek a reversal by following these steps:

  1. Dial USSD code 120321# on your phone.
  2. Enter your cellphone banking PIN.
  3. Choose option 4 (send money).
  4. Choose option 5 (eWallet reversal).
  5. Choose the payment you wish to reverse.
  6. Select your reason for the reversal and confirm.

Please note that not all eWallet transactions can be reversed. Reversals are typically considered for specific criteria, such as sending money to the wrong recipient or an unintended amount.

Cancel Unauthorised Debit Orders

Cancelling unauthorised debit orders is crucial for safeguarding your financial security. To cancel a debit order using the FNB app, follow these steps:

  1. Open the FNB app on your smartphone.
  2. Navigate to ‘My Debit Orders’ under the ‘Debit Orders’ tab.
  3. Select the transaction you wish to reverse.
  4. Provide a reason for the cancellation.
  5. Tap on ‘Reverse’ and confirm your decision.

Please be aware that the timeframe for processing reversals might vary. It is essential to act promptly when you notice an unauthorised debit order.

In summary, reversing FNB eWallet transactions and cancelling unauthorised debit orders can be done through the USSD code 120321# or the FNB app. It is advisable to take extra care when initiating transactions and keep a close eye on your financial statements to ensure your accounts remain secure.

Additional FNB eWallet Services

Registering for eWallet

To access eWallet services on FNB, you must first register for mobile or cellphone banking. This process involves linking your phone number to your FNB bank account. Begin by visiting your nearest FNB branch or calling their customer service line. Alternatively, you can also use FNB’s official website or mobile banking application to sign up. Make sure to provide accurate personal information to avoid any issues during registration.

Once you have successfully registered for mobile banking, you will receive a unique Personal Identification Number (PIN), which you should keep confidential. This PIN will grant you access to various eWallet features, including sending money and monitoring transactions.

How to Send Money

With your FNB eWallet account set up and active, you can easily send money to friends and family. Follow these simple steps to transfer funds through the eWallet service:

  1. Dial the FNB mobile banking USSD code *120*321* on your mobile phone.
  2. Enter your cellphone banking PIN when prompted.
  3. Choose the ‘Send Money’ option in the main menu.
  4. Select ‘eWallet’ from the available services.
  5. Enter the recipient’s mobile number and the amount you wish to send.
  6. Confirm the transaction details and press ‘Submit.’

The recipient will instantly receive an SMS containing a temporary PIN to access the funds. They can then use this PIN to withdraw cash from any FNB ATM or make purchases at selected retailers.

Remember that it is essential to keep your personal information secure and only share transaction details with trusted individuals. By following the steps above and maintaining a secure banking experience, you can easily use FNB’s eWallet services to send money anytime, anywhere.


In summary, reversing an eWallet transaction with FNB (First National Bank) in South Africa is a straightforward process that can be done using various methods. This article highlights the main methods for reversing a transaction, which include using the FNB App, USSD, and cell-phone banking.

To reverse an eWallet transaction using the FNB App, follow these steps:

  1. Open the FNB app on your smartphone.
  2. Navigate to ‘My Debit Orders’ under the ‘Debit Orders’ tab.
  3. Select the transaction you wish to reverse.
  4. Provide a reason for the reversal.
  5. Tap on ‘Reverse’ and confirm your decision.

Another method for reversing an eWallet transaction is via USSD. To do this:

  1. Dial 120321# using your mobile phone.
  2. Select ‘send money.’
  3. Follow the prompts to reverse the transaction.

In the event that neither of these methods is available to you, you can also reverse eWallet transactions using cell-phone banking. To do this, simply call 120321# and follow the instructions provided.

It is important to remember that reversing an eWallet transaction should be done before the receiver attempts to withdraw the funds or use the eWallet to pay for goods and services. Additionally, the reversed amount will typically be credited back to your bank account within five days.

In conclusion, FNB eWallet serves as a secure and convenient way to send money and pay for goods and services in South Africa. However, should mistakes occur, reversing the transaction can be done quickly and easily using the methods outlined above.

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