Understanding Your Card Balance Issue
My balance is negative. What do I do?
Your balance might be negative because money was accidentally added to your card and then corrected. To fix this, you’ll need to top up your card with the right amount.
Why did Mukuru reverse the money?
There was a system error that caused your balance to show more money than you actually had. We had to fix this so your balance shows the correct amount.
But I already spent that money. Why is it being taken back?
We understand this is upsetting. The money you spent was added by mistake and wasn’t part of your real balance. The correction makes sure your account only shows the money you actually loaded.
This wasn’t my fault. Why am I affected?
You’re right — this was a system issue on our side. Unfortunately, the extra money wasn’t real, so we had to fix it. We really appreciate your patience and understanding.
How do I get my balance back to normal?
You can top up your card with the amount needed to bring your balance back to positive. If you need help, we’re here for you.
Can I still use my card if my balance is negative?
Not yet — you’ll need to load money onto your card first. Once you do, your card will work as normal.
How do I know my current balance is correct now?
The issue has been fixed. Your balance now shows only the money you’ve actually loaded. You can check it in the app or contact us if you’re unsure.
Will this happen again?
We’ve fixed the issue that caused this and put steps in place to make sure it doesn’t happen again.
Can I speak to someone about this?
Of course. We’re happy to help. I can connect you to our Card Department or assist you right here.
Why wasn’t I told about this earlier?
We’ve been working hard to fix the issue properly. Now that it’s resolved, we’re reaching out to explain what happened and how it’s been sorted.