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Frequently Asked Questions

How can I get the app?

You can download the app from the Google Playstore for Android here and from the App Store for iPhone here.

What is your pricing?


  • Opening a mytalu account is free
  • Opening additional Currency Balances is free
  • Sending money to other mytalu users is free
  • Sending money to a mobile money account incurs a cost of 2.5% of the value of the transfer

Virtual Cards

  • Creating a Virtual Card is $3
  • Topping up your card incurs a fee of $2
  • Purchasing items in US Dollars through a mytalu vitual card incurs a fee of $1 per transaction

FX Fees

  • Mytalu charges a fee on foreign exchange conversions of 1.5% on the daily mid-market rate on US Dollars, British Pounds and Euros
  • On all other currencies, mytalu charges a fee of 3% above the mid-market rate


  • Paying for Bills costs $0.25 per bill (only available in Uganda)

What countries do you operate in?

We will shortly be launching in Zambia and Tanzania. We hope to also launch in Uganda, Rwanda, and Kenya very soon.

How is my money kept safe?

When you add money to your account, the equivalent value of e-money is credited to your account immediately.

The money that we receive is placed into a dedicated client money bank account that is held with large commercial or central banks (client money accounts keep your money separated from our own money, and the banks that can be used are subject to regulations). This process is called safeguarding.

Funds are safeguarded until the e-money is used to either pay bills or send money to sub-wallets. 

With the safeguarding method, you, the mytalu account holder, are protected from an adverse event such as insolvency. In that event, you would receive the full value of your e-money balance from the client money bank account, where the funds were being safeguarded.

The money in your account isn’t covered by the Financial Services Compensation Scheme (because it is safeguarded instead).


For additional information on how to protect your app from fraud from Take Five, click here.

Can I store cryptocurrency in my wallet?

No, at the moment we only support fiat money, such as US dollars and Ugandan shillings which are backed by governments.

Managing Your Account

How do I open an account?

To view the mytalu onboarding process, you can watch our tutorial here.

How do I use my mytalu account?

To understand how to use your mytalu account, watch our Getting Started tutorial here.

How do I cancel my account?

Firstly, you must ensure all your digital wallets are empty of all funds. You can then close your account by heading to the Profile section in the app.

What do I do if I want to raise a complaint?

mytalu values its relationship with you and that is why it places great importance on client feedback. If you have experienced excellent service, mytalu would love to hear about it. Similarly, if you have faced a challenge with any of mytalu’s products, services or platforms, mytalu would equally appreciate your feedback.

Contact us at:

We aim to resolve challenges as soon as they are brought to our attention. Where we are unable to resolve an issue immediately, we should revert with an acknowledgement within two business days. You will also receive a reference number to use for any subsequent follow-up on your complaint.

If the resolution provided does not meet your expectations, write to the Chief Operating Officer, Mytalu (Zambia) Limited, Blue House, Part of Plot No 2374, Great East Road, Lusaka, Zambia. Should you need to escalate further, please direct your correspondence to the CEO at the same address.

Redress from the respective regulators can also be sought, should you be dissatisfied with the final resolution provided by mytalu.

mytalu will aim to resolve all complaints within 3 to 15 days depending on the nature of the complaint. Please note that these complaint resolution timeframes exclude those pertaining to Virtual Cards or Disputed Transactions and Fraud cases, which will be resolved within 45 days and 60 days respectively.

If you are still not satisfied with our resolution, you reserve the right to seek redress from the regulators below:

  1. Consumer Protection and Competition Commission
  2. Bank of Zambia

I have more questions, what do I do?

You can reach out to the mytalu team at any time by emailing