Issues customers are reporting
Every distinct fault customers have reported, grouped so one problem counts once however many people described it differently. Ordered by what is landing now, not by all-time volume.
distinct faults, not review counts
mentioned in the last 7 days
9 issues
Wheel control does not move
Rewards
When the customer moves the wheel control, its position stays unchanged and the app continues to show one point. The control does not respond to repeated movement.
App closes during use
Performance & crashes
The app freezes or closes on launch, or closes during urgent payment and transfer journeys. Customers reported this in versions 3.5.0, 3.5.1, 3.5.2 and 3.5.3.
Customer support is hard to reach
Customer support
In versions 3.5.0 and 3.5.3, customers report that WhatsApp is the only support channel, with no phone number, office or technical support route. Replies can take about 10 minutes between questions, and some customers cannot find anyone to help or request an in-app support ticket.
Deleted wallet cannot be recovered
Accounts & statements
A customer who accidentally deletes the wallet cannot restore it, despite trying to recover it for two years. The recovery journey leaves the wallet unusable.
Support responses are slow
Customer support
When a customer contacts support about an app problem, support is limited to WhatsApp or takes a long time to respond. One customer was transferred between employees without receiving a resolution.
Notifications screen is blank
Notifications
The customer sees an error asking them to try again, then opens the notifications screen and sees a blank page with only the notification counter. This was reported in version 3.5.2.
Account opening remains pending
Onboarding & KYC
In version 3.5.2, a customer submits an account opening request and waits more than 10 days without the account being opened or receiving contact from the IT team. The customer cannot use the account during this pending state.
Wallet balance is frozen
Accounts & statements and 1 other part of the app
In version 3.5.0, customers report that a salary, transfer or remittance causes the wallet balance to be frozen without an explanation. The balance cannot then be used, and the card also fails in shops.
Support does not resolve requests
Customer support
In version 3.5.0, customers report that support gives unrelated answers, promises follow-up without resolving the complaint, or transfers the case between employees. The customer remains without a resolution in WhatsApp or in-app support.