Sempo Docs

Sempo App FAQs

How does the App work Online vs Offline?

Online Payments are the default payment method. Transactions sync in real-time with the dashboard and blockchain.
Offline Payments are the fallback payment method. Transactions occur on the Vendor device and increment the card balance to prevent the beneficiary double-spending funds across multiple vendors. Once the Vendor has internet, the transaction will sync with the dashboard and the blockchain.

What should I do if the transfer is failing?

Remember, you can always LIVE CHAT with the Sempo team if you are having difficulty by clicking on the chat button on the bottom of this page, or emailing us at [email protected]
Try this:
  1. 1.
    Fresh the App (if the customer is new to the system, the vendor needs to re-sync with the server)
For payments using QR codes
  1. 1.
    Ensure you hover the vendors payment screen over the QR code for at least 5 seconds.
For payments using tap-to-pay smart cards
  1. 1.
    Ensure you hold the tap-to-pay card at the top of the vendors device for at least five seconds
For payments using SMS
  1. 1.
    Ensure you have data and credit

Card Authentication Error

Try this:
  1. 1.
    Fresh the App (if the customer is new to the system, the vendor needs to re-sync with the server)
  2. 2.
    Make sure mobile data is turned on

Forgotten PIN?

Contact Sempo support and we will reset your PIN.

I can't log in?

Try this:
  1. 1.
    Make sure your mobile data is switched on
  2. 2.
    Close the Sempo App and re-open
  3. 3.
    Turn on and off the phone

Can I cancel a transfer?

Once you have initiated a transfer you can not cancel it. This includes in-store payments, peer-to-peer payments and international transfers.
If you need to change the amount you sent or refund a customer for an incorrect charge, please initiate a new payment of that amount to the individuals phone number or unique code.
If you believe a transfer was due to fraudulent activity please immediately contact us via the LIVE CHAT or via email [email protected]. We will promptly investigate the issue and provide a refund according to our Terms of Service. Failure to report a fraudulent activity might cause your account to be suspended.

How long will it take for my withdrawal to reach my account?

Sempo automatically reconciles withdrawal requests from Vendors.
The time it will take to reach your account will be between 5 and 7 business days (excluding Public Holidays), and may differ based on your financial institution.
For questions about a specific withdrawal, please contact us via the in-app LIVE CHAT.

Requesting a refund

Contact Support.

Can other people in my family use my digital wallet?

Each Sempo platform has the capacity to allow multiple users within a wallet.

Can I have more than one Sempo digital wallet?

No. You can only have one Sempo account that is unique to your identity.
Your Sempo account can hold and spend multiple currencies in it.

How much money can I send?

How much money you can send depends on your weekly and monthly account limits. These limits depend on your level of verification.
For more details please see Sempo account limits.