selfcare

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  Mixx Self Care

Mixx is proud to be the first in the market to introduce a groundbreaking Self Care service. This feature empowers customers to reverse incorrect transactions immediately after recognizing the error.

It is quick and simple. Just follow the steps below to reverse a wrong transaction on your own.

How to get your Luku/TUKUZA Lost Token

  • Dial *150*01#
  • Choose option 6, Self Care
  • Select Number 7, LUKU/TUKUZA Tokens

How to change your Mixx PIN

  • Dial *150*01#
  • Choose option 6, Self Care (My Account)
  • Select Number 4, PIN Services
  • Select Number 1, Change PIN

How to reset your Mixx PIN

  • Dial *150*01#
  • Choose option 6, Self Care 
  • Select Number 4, PIN Services
  • Select Number 2, PIN Reset

How to get your Mixx Statement

  • Dial *150*01#
  • Choose option 6, Self Care 
  • Select Number 5, Statements
  • Select if its Mini or Monthly Statement

How to reverse a wrong transaction

  • Dial *150*01#
  • Choose option 6, Self Care 
  • Select Number 1, Transaction Reversal
  • Choose the transaction you want to reverse from a list by selecting a number
  • Input your Mixx PIN to confirm.

You will receive a message informing you your reversal transaction is successful and your money is safe and held. For the money to return to your wallet, you need an approval from the receiver

How to approve a reversal transaction

  • Dial *150*01#
  • Choose option 6, Self Care
  • Select number 2, Approve or Reject Reversal
  • Choose the transaction you want to reverse from a list by selecting a number
  • Input your Mixx PIN to confirm.

You will receive a message informing you the reversal has been successful and funds will return to the sender

Please Note

Mixx encourages you to exercise extra caution when transacting to avoid inconvenience or loss of funds. Before a reversal is processed, both the sender and receiver will receive a notification.

If the recipient has concerns about a pending reversal, they are advised to call 100 with the transaction details for support. In the event of an incorrect transfer, please contact customer care immediately by dialling 100.

Please note that Mixx is not liable if the funds have already been used by the unintended recipient of a successful transaction.

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Reversal /Refund SLA (Time for Resolution)

  • Send Money: Mixx to Mixx – 12 Hour
  • Send Money: Mixx to other MNOs (Voda, Airtel, Halotel) – 72 Hours
  • Cash-Out : 24 hours
  • Cash-in : 12 hours
  • Bill Payment : 72 hours
  • Wallet to Bank : 72 hours
  • Bank to Wallet : 72 hours
  • PIN Reset Biometric: Instant
  • PIN Reset Non Biometrick:6 hours

Note:

The above times are for normal complaint cases. In extra ordinary cases, the time will vary depending on the complexity of the case.

Escalation

Whenever you face any problems regarding Mixx, follow the below in order to get assistance:

  1.  Call 100 (Customer Care) 24/7 to get 1st line assistance or visit any of our shops during working hours
  2. In cases where the Customer care is unable to assist you and you need to make an escalation, send an email to [email protected] mentioning in detail the issue, when and where it happened.
  3. In cases where you are not satisfied with the solution offered by Mixx and the issue is still unresolved after intervention from Mixx Management, you may refer the matter to TCRA or BOT for further assistance.

Frequently Asked Questions

Find solutions fast. Get the most out of your mobile money experience.
What is selfcare Transaction Reversal?

This service allow our customer to reversal a wrong transaction sent to another Mixx Customer or Non Mixx Customer.

All Mixx Subscribers.

Note: Wakalas and corporate customers are restricted from this services.

This service allows our Mixx customer to view their Luku/Tukuza Token in case they have not received the Luku/Tukuza token through SMS or deleted the Luku/Tukuza token SMS by accident.

Within 12 hours of the time you have performed the wrong transaction.

All Mixx Subscribers.

Note: Wakalas and corporate customers are restricted from this services.

You will be charged 50 Tshs.

Yes, the service is available on App and USSD.

Terms & Conditions

view the terms and conditions for Self Care

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