Posted 30/07/2025
Thank you for your continued understanding as we work towards full-service restoration. While core systems have been substantively restored, we are aware of a small number of outstanding issues affecting a limited number of clients. Please be assured that our teams are working hard to resolve these as quickly as possible.
Recent progress includes:
- Migration of remaining cardholders: We are now transitioning the final group of cardholders who were not moved during the initial migration (now representing fewer than 1%[MN3] of the total cardholder population). This involves a three-step process, with the final step being the restoration of their correct balance. If any of your service users are part of this affected group, our teams will contact you directly with updates specific to your programme.
- ATM single transaction limits: This issue has now been resolved. Cardholders can once again access funds via ATM without restriction.
- Cardholder login issues: A fix was deployed last night to resolve issues relating to the memorable word and One-Time Passcode (OTP). Initial indications show that this has resolved the issue, but we continue to monitor closely.
Current issues being addressed
- Completion of cardholder migration: Pertaining to the small remaining group of cardholders, as noted above.
- Load limit adjustments: All cards were initially assigned a generic load limit during migration. We are now reviewing and adjusting these to reflect pre-migration limits, ensuring that all loads process successfully.
- Card issuance functionality: Work is underway to re-enable card issuance, including new, replacement, and expiring cards. We will share timing updates as soon as they are confirmed.
As a reminder, we’ve published an Incident and Troubleshooting FAQs page to support cardholders with common access queries and service-related issues. For ongoing updates on service availability, please refer to our Service Status page, which is updated regularly.
Thank you for your continued support and patience as we move through the final stages of this migration effort.
Kind regards,
Prepaid Financial services -Client Services．