Get help with your FakkaPay account, payments and investments. Find quick answers below, or contact our team — we’re here every day.
[email protected] — write from the email address on your account so we can find it quickly.
In-app chat
Go to Profile → Help & support → Chat with us. Our assistant answers common questions straight away, and you can ask to talk to a person.
Hours
Every day, 9 AM – 9 PM (Cairo time).
Response time
We aim to reply within one business day.
Getting started
FakkaPay is for people aged 18 or over who live in Egypt. You’ll need an Egyptian mobile number and your national ID.
Download the app
Get FakkaPay from the App Store or Google Play.
Create your account
Enter your mobile number and the 6-digit code we text you, then your name exactly as it appears on your national ID and your email address. Choose a 6-digit passcode, and turn on Face ID or fingerprint if you like.
Verify your identity
In Profile → Documents & KYC, add your national ID, a selfie, your tax information and proof of address. Verification unlocks higher limits, investing and bank withdrawals.
Add money
Tap Add Money on Home and choose a linked bank account, InstaPay, a debit card or Fawry cash.
To open Profile, tap your picture at the top of any tab.
Account and security
Forgot your passcode?
On the sign-in screen, tap Forgot passcode?, enter the code we text to your mobile number and choose a new passcode. For your safety, this signs you out of all your other devices.
Lost your phone?
- Sign in to FakkaPay on another phone with your mobile number and passcode. The first sign-in on a new phone always needs your passcode.
- Go to Profile → Security and, under Trusted devices, sign out the lost phone.
- Freeze your virtual card in Wallet → Cards & accounts.
If you can’t sign in, email [email protected] from your registered email address. We can sign you out of every device and freeze your account until you’re back in. If your SIM card was lost too, ask your mobile network to block it — you’ll need your number to receive our codes.
Locked out?
After five wrong passcode attempts, sign-in is paused for 15 minutes. Wait and try again, or reset your passcode.
Keep your account secure
In Profile → Security you can change your passcode, turn biometric sign-in on or off and review your trusted devices. We alert you in the app to sign-ins from new devices.
Payments and top-ups
Fawry reference codes
Choose Add Money → Fawry cash to get a payment reference; any fee is shown before you confirm. Show it at any Fawry outlet within 24 hours and pay the amount in cash. The money appears in your cash wallet shortly after you pay. If it hasn’t arrived, contact us with the reference and your Fawry receipt.
Sending and requesting money
Tap Send and search by @username, mobile number or FakkaPay ID, or scan a FakkaPay QR code with the scan button. Check the name before you approve: transfers are instant and usually can’t be reversed. To get paid, show your QR code or share your payment link from My QR — you can add an amount to it.
Pending withdrawals
Withdrawals go only to bank accounts in your name. While a withdrawal is processed, it shows as Pending in Activity and the money is on hold. Most arrive within one business day. If yours is taking longer, send us the reference from the transaction details. If a withdrawal can’t be completed, the money goes back to your cash wallet.
A problem with a transaction?
Open it in Activity and tap Report an issue, or email us with its reference.
Investing
Explore Egyptian stocks, ETFs, investment funds and digital gold in the Markets tab. Before you buy, move money from your cash wallet to your investment cash with Transfer — it’s instant and free.
- Market orders are executed at the best available price, limit orders only at your price or better. The money for a limit buy is held until the order is executed or cancelled; contact us if you want to cancel one.
- The Egyptian Exchange (EGX) trades Sunday to Thursday, 10:00 AM – 2:30 PM Cairo time.
- Digital gold is priced per gram at the local 24-karat rate, and fund units at their net asset value.
Deleting your account
You can delete your account in the app from Profile → Security → Delete account, or by emailing [email protected] from your registered email address. We recommend withdrawing your balance to your bank first. Read how account deletion works to see what happens and what we keep by law.
Frequently asked questions
Why do I need to verify my identity?
Egyptian law requires us to know who our customers are. Verifying with your national ID also protects your account from fraud and unlocks higher limits, investing and bank withdrawals.
What are my limits?
You’ll find your daily and monthly limits, and how much is left, in Profile → Limits. Daily limits reset at midnight and monthly limits on the 1st of each month. Verified accounts get higher limits.
Does FakkaPay charge fees?
Sending money to other FakkaPay users and moving money between your cash wallet and investment cash are free. For everything else, any fee is shown on the review screen before you approve.
How do I get an account statement?
Open Profile → Statement and choose a period (last month, last 3 months or year to date) and a format (PDF or CSV). We’ll email it to your registered address.
I sent money to the wrong person. What can I do?
Transfers between FakkaPay users are instant, so contact us right away with the transaction reference. We’ll try to help, but we can’t guarantee the money will be returned.
Can I change my mobile number, email or username?
You can update your name, email address and mobile number in Profile → Personal information. Your @username and FakkaPay ID can’t be changed.
Why can’t I use Face ID or fingerprint on my new phone?
The first time you sign in on a phone, you need your passcode. After that, you can turn on biometric sign-in in Profile → Security.
Does deleting the app delete my account?
No. To delete your account, go to Profile → Security → Delete account before removing the app, or email us. See Delete your account.