Frequently asked questions

‍Why did Pesa introduce Keyless authentication?

Pesa introduced Keyless to add an extra layer of protection for important account actions. It ensures that sensitive activities, such as adding a new beneficiary or sending money, can be approved only by the account owner on their trusted device.

What problem does Keyless solve?

Passwords alone cannot always confirm that the person performing an action is the account owner. Keyless ensures that users approve important actions through biometric verification on their trusted devices.

How does Keyless protect my account?

Keyless verifies both your identity and your device. This means that even if someone knows your password, they cannot approve sensitive actions without your biometric authentication.

Will this slow down my transactions?

No. Authentication takes less than a minute and is required only for certain sensitive actions. Everyday transactions remain fast and simple.

When will I be asked to authenticate with Keyless?

After updating your app, you will be required to verify your identity before completing certain actions. Once your initial verification is complete, you will only need to authenticate when performing sensitive actions such as adding a new beneficiary, making account changes, or other high-risk activities.

Will I need to authenticate every time I send money?

No. Authentication is only required for certain sensitive actions. Regular transfers will not require additional verification unless you are sending money to a new beneficiary.

Do I need to enrol my device to use Keyless?

Yes. The first time you use Keyless, your device will be securely enrolled and recognised as a trusted device for your account.

How does device enrolment work?

After logging in, you will be prompted to confirm your identity using biometric authentication. Once completed, your device will be securely linked to your account.

How long does device enrolment take?

Device enrolment typically takes only a few minutes and is required once per device.

Can I enrol multiple devices?

Yes, you can enrol multiple devices where you have the Pesa app installed. However, you should unlink your account from any device you no longer use.

What happens if Face ID or biometric authentication fails?

In the unlikely event that this occurs, please contact Pesa Support via email at support@pesa.co or through the in-app live chat.

What happens if someone steals my phone?

Even if someone has access to your phone, they cannot approve sensitive actions without your biometric authentication. This helps protect your account from unauthorised activity.

Can someone approve actions if they know my password?

No. Your password alone is not enough to approve sensitive actions without biometric authentication.

Will Pesa store my biometric data?

Yes, Pesa securely stores your biometric data. Your information is protected using robust security measures.

What should I do if I change phones?

If you switch to a new phone, you will need to enrol the new device after logging into your account. This ensures the new device is recognised as a trusted device.

Can I still access my account if I lose my phone?

Yes. You can log in from another device and follow the secure steps to enrol it as a trusted device.

Will my old device still have access if I change phones?

Only if it has not been unlinked. If your previous device is reset or unlinked, it will no longer have access to your Pesa account.

What happens if I try to approve an action from an unrecognised device?

You will be required to complete additional verification steps to ensure your account remains secure.

Why is this extra step necessary for adding a beneficiary?

Adding a beneficiary changes where your money can be sent. Keyless ensures that only the account owner can authorise such changes.

Does Keyless affect how I log into my account?

No. Keyless does not change how you log in. You can still access your account using your password or biometrics. Keyless only applies to approving sensitive actions.

Is this feature optional?

No. Keyless is part of Pesa’s security upgrade and is required to help protect your account and transactions.

What if I accidentally cancel the authentication prompt?

You can retry the action, and the authentication prompt will appear again.

How fast is biometric authentication?

Biometric authentication typically takes less than a minute.

Who can I contact if I need help?

If you have any questions or need assistance, please contact Pesa Support via the in-app chat or email at support@pesa.co.

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