Error messages

Frequently asked questions

I received one of the following Test Connection failed error messages whilst installing the Mobile Money app, what should I do?

This may mean you need to update your mobile phone's internet settings.

To update your mobile phone's internet settings click here and then open the application on your mobile phone to retry the Test Connection.

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I received the following Account Unknown error message whilst installing the Mobile Money app, what should I do?

If you received an Account Unknown message during installation, then you will need to update your mobile phone's settings. Click here to update your mobile phone settings and then open the application on your mobile phone.

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I received one of the following Security Initialisation Failed error messages when trying to access the Mobile Money app on my mobile phone, what should I do?

If you receive a Security Initialisation Failed error, please follow these instructions:

• Delete the Mobile Money app from your mobile phone
• Text the word DOWN to 82428
• Follow the on-screen instructions within the text message to re-install the application on your mobile phone

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I received the following Network Unavailable error message when installing the Mobile Money app, what should I do?

1. Check you have a strong signal on your mobile phone.
2. Turn your mobile phone off and then on and try again.
3. If your phone is provided by your employer, then ensure they don't restrict access to GPRS.
4. If your mobile phone is capable of connecting to your home's wireless broadband connection, please ensure that you are NOT using this connection to access the Handset Verification Code, for security reasons.

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I received a No Certificate on Phone or Sim error message when trying to install the Mobile Money app , what should I do?

Check the date and time are set correctly on your mobile phone and then try again.

If you have a Nokia N95, then please follow these simple instructions on your mobile phone:

1. Press Menu
2. Press Tools
3. Press App Mgr
4. Press Options
5. Press Settings
6. Ensure Software Installation is marked as All
7. Ensure Online Certificate Check is marked to Off

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I received a Transaction Denied error message, what should I do?

You may receive this message if you have recently been sent a replacement debit card by your bank.

Text Services customers only

You will need to delete the old card from the service and add the details for the replacement card.

To do this please follow the instructions below:

• From the Text Services homepage click the Manage Text Services button
• Enter your mobile phone number when prompted
• From the Text Services management page select Stop for the account with the replacement card
• Select Add new card to enter your new card details and setup your alerts

Mobile Money app customers only

You will need to delete the old card from the service and add the details for the replacement card.

To do this please follow the instructions below:

• Launch the Mobile Money app on your mobile phone
• Enter your Passcode when prompted
• From the main menu select Options and then Account Options
• Select your account from the list and select Delete Account
• You will then be asked to confirm that you want to delete the account - select OK
• Press OK to enter your new card details

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