GoTyme Bank: Kiosks & customer support

GoTyme Bank contact numbers and hours

Outside of the daily 07:00–18:00 chat and WhatsApp window, customers can still send a message and GoTyme will respond once support is back online.

Note: GoTyme Bank South Africa is a separate bank from GoTyme Bank in the Philippines, which shares the same brand name and Tyme Group heritage but operates its own licence, app and support hotline. If you’re searching for South African support, use 0860 999 119 — not any Philippine GoTyme contact number.

Getting help through the app

Because GoTyme has no branches, the app and in-app chat are the primary support channel for most day-to-day issues — balance queries, statement or proof-of-account requests, card management, and general account help. In-app chat connects customers to a real support agent, not just a bot, during the 07:00–18:00 daily window.

How do I log into GoTyme Bank?

Existing TymeBank customers log into the new GoTyme Bank app using the same phone number, PIN, or fingerprint/facial ID they used before — no new registration is needed, since accounts, balances and login credentials carried over unchanged in the rebrand. If you’ve forgotten your PIN, the app has a “Forgot PIN” option that verifies your identity and lets you reset it without visiting a branch. GoTyme Bank’s separate internet banking (web browser) platform was discontinued on 27 July 2026, so logging in now happens through the app only — there’s no web-based login page to use instead.

How do I download the GoTyme Bank app?

The GoTyme Bank app is free to download from the Apple App Store (iOS) or Google Play Store (Android) — search “GoTyme Bank.” Only download from these official stores; avoid APK files from third-party sites, since these aren’t verified by GoTyme Bank and pose a security risk. After installing, new customers can open an account directly in the app; existing TymeBank customers log in with their existing phone number and PIN or biometric ID.

If the app won’t open or crashes, make sure it has camera and storage permissions enabled, that you’re on the latest app version, and that your device isn’t rooted or jailbroken — banking apps commonly block modified devices for security. If ID/selfie verification keeps looping during signup, try better lighting and reinstalling the app. Still stuck? Call 0860 999 119.

Lost card or suspected fraud: what to do, step by step

1. Call 0860 999 119 immediately to block your card, account or banking profile — or lock your card instantly from within the GoTyme Bank app if you can’t call right away.
2. Change your PIN straight away if you believe it may have been shared with a scammer, even accidentally.
3. Report the transaction without delay. Delaying a fraud report can make you liable for losses that happen because of the delay.
4. Never share your OTP, PIN or passcode with anyone claiming to be from GoTyme Bank — the bank will never ask for these, so treat any such request as a scam attempt.
5. Open a case with SAPS if the fraud involves a criminal act, as GoTyme Bank’s terms point customers toward the South African Police Service for this.
6. Escalate to the NFO if GoTyme Bank’s own resolution doesn’t satisfy you — free of charge, within 3 years of the event.

Protecting yourself against SIM swap fraud

Because GoTyme Bank’s login and OTPs are tied to your registered cellphone number, a SIM swap — where a fraudster tricks or bribes your mobile network into activating your number on their own SIM card — is one of the more serious risks facing any phone-based digital bank customer, not just GoTyme Bank’s. The warning sign is usually simple: your phone suddenly loses signal or shows “no service” for no clear reason, even though you haven’t changed networks or missed a bill.

• If your phone unexpectedly loses signal for an extended period, contact your mobile network immediately to check whether a SIM swap was requested on your number
• If you suspect a SIM swap, call GoTyme Bank on 0860 999 119 right away to freeze your account and card, even before your network issue is resolved
• Ask your mobile network about additional SIM-swap protections it offers, such as a port-out PIN or extra verification steps on your account
• Watch for unexpected “SIM swap successful” or “porting confirmation” SMS messages you didn’t request — these are a red flag to act on immediately
• If money is lost to a confirmed SIM swap, report it to GoTyme Bank, your mobile network, and SAPS, and keep any confirmation your network provides that the swap was unauthorised

How to escalate a complaint

If you’re unhappy with GoTyme Bank’s service, email complaints@gotyme.co.za, or call 0860 999 119 and ask for the complaint to be logged directly by Customer Care. Keep a record of the date, the agent you spoke to, and any reference number given — this makes it easier to follow up if the issue isn’t resolved on first contact.

If GoTyme’s own resolution doesn’t satisfy you, you can escalate free of charge to the National Financial Ombud Scheme South Africa (NFO), an independent body that helps customers and financial service providers reach fair outcomes. You have up to 3 years from the event that gave rise to your complaint to lodge an escalation with the NFO.

Frequently asked questions

What changed with Pick n Pay kiosks

From 31 March 2026, GoTyme Bank kiosks stopped operating inside Pick n Pay stores. GoTyme Bank has said this reflects a shift in where customers actually do their banking, not a retreat from physical presence — its kiosk footprint moved to TFG and Boxer stores instead, alongside new Customer Hubs opening in malls. Pick n Pay remains a cash partner: customers can still deposit and withdraw cash at Pick n Pay tills, and continue earning standard Smart Shopper points on card transactions there. The double Smart Shopper points benefit tied to kiosk transactions ended along with the kiosks on 31 March 2026.

Where can I open an account or get help in person?

The first Customer Hubs opened in Rosebank and Dobsonville Mall, with GoTyme Bank stating an intention to expand hub coverage to malls across the country — GoTyme Bank has indicated plans for around 100 Customer Hub locations by the end of 2026. Because rollout is ongoing, always check GoTyme Bank’s own kiosk and hub locator on its website for the nearest current location — a static list here would go out of date quickly.

Withdrawing or depositing cash without a card: TymeCode

GoTyme Bank customers who need cash but don’t have their card on them can use TymeCode — a one-time, 9-digit code generated in the app or via USSD (*120*543#), shown to the cashier at a Pick n Pay or Boxer till point to withdraw or deposit cash. It works during normal store operating hours. Withdrawing cash this way is free; depositing cash carries the same fee as a card-based deposit at these stores.

TymeCode is also how customers without a GoTyme Bank account can collect cash sent to them via SendMoney — the recipient gets an SMS with a 10-digit voucher number, valid for 7 days, to redeem at any Pick n Pay or Boxer till point. Once sent, a SendMoney voucher can’t be reversed or cancelled by the sender — double-check the recipient’s number before sending. If the voucher isn’t redeemed within 7 days, it expires and the money is automatically returned to the sender’s account.

Opening a GoTyme Bank account at a kiosk

• Bring your South African ID
• Verification is done by fingerprint at the kiosk
• Sign-up takes 5 minutes or less
• You receive your free Visa debit card instantly at the kiosk
• If you already opened your account through the app, you can collect your physical debit card for free at any kiosk

Frequently asked questions