Contents

mHawala Introduction

       What is mHawala?

       What are the benefits of mHawala?

       Does Customer need to have a Bank account?

mHawala Registraion

       How and where can I register for mHawala?

       What do I need to register mHawala?

       What is the difference between partial registration and full registration?

mHawala Tariffs and Charges

mHawala Services

       How can I deposit Cash into my mHawala Wallet?

       How can I withdraw Cash from my mHawala Wallet?

       How can I Transfer Cash to my Friends and Family mHawala Wallets?

       How can I check my mHawala Balance or browse my last mHawala Transactions?

       How can I top-up my Etisalat Account or any Etisalat Account with Airtime?

       How can I pay my Bills?

       How can I use my mHawala Wallet to purchase goods from Shops & Merchants?

       How can I use my mHawala Wallet to pay my Staff Salaries?

mHawala Handset Lost, un-registration and Mobile Number Change

       What should I do if I lose mHawala Handset?

       What should I do if I change my Mobile number?

       What should I do to un-register my mHawala?

mHawala Operations

       Can I cancel my Money Transfer after it has been processed?

       I transferred my money to the wrong destination, could I get my money back?

       Can I transfer Money to or Top-up Customers with Other Operators’ SIMs?

       Can I transfer Money to or Top-up Customers who are NOT mHawala registered?

       Can I a buy Air time vis my mHawala while outside Afghanistan?

       What happens when having insufficient balance while executing a Transaction?

       What should I do if I forgot my password or if my mHawala account is blocked?

       If my Etisalat SIM is blocked, can I use my mHawala Services?

       Maximum number of transactions per day? Maximum cash per each Transaction?

       How much money maximum can I have in my mHawala wallet at the same time?

mHawala Customer Care and Knowledgebase

       mHawala Registered Customers

       mHwala unRegistered Customers

mHawala Introduction

What is mHawala?

mHawala allows you to transfer money from your Mobile Wallet to another Etisalat Customer’s Mobile Wallet, top up your phone with airtime, pay your Bills or pay a Merchant...all from your Mobile phone at your home or office

What are the benefits of mHawala?

Customers can enjoy the following benefits which some are available and others will be available very soon

• Cash Deposit (Available Now)
• Cash Withdrawal (Available Now)
• Cash Transfer (Available Now)
• Airtime Top up (Available Now)
• Bill Payment (Coming Soon)
• Merchant Payment (Coming Soon)
• Loan Payment (Coming Soon)

Does Customer need to have a Bank account?

No, the Customer is not required to have a bank account

mHawala Registration

How and where can I register for mHawala

• For mHawala partial registration, please dial *711# and follow the guidelines in the message menu.
• For mHawala Full Registration, please visit any Etisalat Shop or any Etisalat mHawala Authorized Dealer.
• Registration is free.

Currently, mHawala Registration is available in the following venues…More mHawala Shops will be available across Afghanistan very soon... 

• Kabul, Ehsan Plaza Shop at Haji Yaqoub square, Share-e-Now, Ehsan Plaza Building
• Kabul, Matbaa Shop at Shaheed Abdul Haq square Matbaa Street, Microarray 2
• Kabul, Gulbahar Shop at Malik Azghar square, Gull Bahar Center, 4th floor
• Kabul, Lycee Mariam Shop at Khisht-e-Okhteef square, Parwan Plaza, Laycee Mariam
• Kabul, Dasht-e-Barchi Shop at Naqash Bus Stop, Hameed Business Center, Dasht-e-Barchi

What do I need to register mHawala

You need to have:

• Etisalat SIM Card
• Tazkira or a Valid Passport
• Recent colored Photo

Once the registration process is completed, a unique PIN number will be sent to your phone via SMS. You will need the PIN number in order to perform transactions on your mHawala account.

What is the difference between partial registration and full registration?

• The customer who has partially registered can only receive money which is transferred by other mHawala Customers, can buy Air Time and can top up others with air time
• The customer who has fully registered can perform all mHawala services including Money Transfer, Air Time top-up among all other services

mHawala Tariffs and Charges?

• Checking the balance on your Mobile Wallet is free
• Mini Statement where you can access the last 4 transactions on your mobile wallet is free
• Topping up your phone with airtime is free
• Depositing money into your account is free
• Transferring money to someone else’s Mobile Wallet costs AFN20 (You can transfer from AFN50 to AFN 15,000
• Withdrawing Money
  • Withdrawing AFN500 to 5,000            costs AFN 50
  • Withdrawing AFN5,001 to 25,000        costs AFN 100
  • Withdrawing AFN25,001 to 50,000      costs AFN 200
  • Withdrawing AFN50,001 to 100,000    costs AFN 400
  • Withdrawing AFN100,001 to 150,000  costs AFN 500

mHawala Services

How can I deposit Cash into my mHawala Wallet?

To deposit Cash to your mHawala Wallet, please visit any Etisalat Shop or any Etisalat mHawala Authorized Dealer

How can I withdraw Cash from my mHawala Wallet?

To withdraw Cash from your mHawala Wallet, please visit any Etisalat Shop or any Etisalat mHawala Authorized Dealer

How can I Transfer Cash to my Friends and Family mHawala Wallets?

• You can transfer money from your mHawala Wallet to anyone else’s mHawala Wallet by simply dialing *711# and then following the instructions on the mHawala menu.
• Once the money is transferred, a confirmation SMS is sent to the Sender as well as the Receiver as a proof of transfer.
• The minimum money to transfer is AFS 50 and the maximum money to transfer per time is AFS15,000
• Transferring money is limited to 15,000 AFN per transaction and to 10 transactions per day.
• The maximum balance on any Mobile Wallet Account of any customer at any given time is AFN 150,000
• Money Transfer is chargeable. Please refer to mHawala Tariffs and Charges

How can I check my mHawala Balance or browse my last mHawala Transactions?

• You can check the balance on your mHawala Wallet and you can browse the last 4 transactions on your Mobile Wallet by simply dialing *711# and then following the instructions on your phone’s mHawala menu.
• Checking the balance and a mini statement where you can access the last 4 transactions on your mHawala wallet is free 

How can I top-up my Etisalat Account or any Etisalat Account with Airtime?

• You can top-up your Etisalat Mobile Account by dialing *711# and following the instructions on your phone’s mHawala menu.
• You can buy airtime for your own Etisalat Account or for anyone else’s Etisalat Account
• Topping up your phone with airtime is free
• You can buy airtime from AFS100 to AFS 1000; according to Etisalat current Scratch Card Domination 

How can I pay my Bills?

• Paying the Bills via mHawala Wallet will be available very soon.
• For example, you can pay your Electricity Bill; Da Afghan Breshna Sherkat via mHawala when this service becomes available
• Simply, dial *711# and then follow the instructions on your mHawala menu 

How can I use my mHawala Wallet to purchase goods from Shops & Merchants?

• Purchase goods and services from mHawala Authorized Merchants will be available very soon
• Simply, dial *711# and then follow the instructions on your mHawala menu 

How can I use my mHawala Wallet to pay my Staff Salaries?

• Paying Salaries using mHawala Wallet will be available very soon
• Simply, dial *711# and then follow the instructions on your mHawala menu

mHawala Handset Lost, un-registration and Mobile Number Change

What should I do if I lose mHawala Handset ?

• If you lose your mHawala Handset, please report it immediately in order to block your mHawala Mobile Wallet Account. 
• You can report it by one of the following options:
  • Visiting your nearest Etisalat shop or Etisalat Authorized Dealer
  • Calling Etisalat Customer Care at 888 for Prepaid or at 777 for Postpaid and at 222 for Concierge Service
  • Calling +93.78.402.9422
  • Online by opening your own secure online account. (www.etisalat.com, Customer Care, My Account)
  • Send an email to myetisalat.etisalat.af  

What should I do if I change my Mobile number?

• If you change your mobile number, you need to re-register for mHawala again at an Etisalat Shop or at Etisalat Authorized Dealer
• You have to follow the same registration process 

What should I do to un-register my mHawala?

To un-register your mHawala, please visit any Etisalat Shop or any Etisalat mHawala Authorized Dealer.

Currently, mHawala Authorized Agents are available in the following venues…More mHawala Shops will be available across Afghanistan very soon... 

• Kabul, Ehsan Plaza Shop at Haji Yaqoub square, Share-e-Now, Ehsan Plaza Building
• Kabul, Matbaa Shop at Shaheed Abdul Haq square Matbaa Street, Microarray 2
• Kabul, Gulbahar Shop at Malik Azghar square, Gull Bahar Center, 4th floor
• Kabul, Lycee Mariam Shop at Khisht-e-Okhteef square, Parwan Plaza, Laycee Mariam
• Kabul, Dasht-e-Barchi Shop at Naqash Bus Stop, Hameed Business Center, Dasht-e-Barchi

mHawala Operations 

Can I cancel my Money Transfer after it has been processed?

Once mHawala Money transfer or any mHawala Transaction is processes, it could NOT be canceled and it could be undone 

I transferred my money to the wrong destination, could I get my money back?

• Once the money is transferred, it is now between you and the other Party to get your money back…
• Etisalat can NOT intervene between Customers…
• Always be careful when transferring money to make sure you are sending your money to the right destination 

Can I transfer Money to or Top-up Customers with Other Operators’ SIMs?

Currently, you can ONLY transfer money to and Top-up Etisalat Customers 

Can I transfer Money to or Top-up Customers who are NOT mHawala registered?

Currently, you can ONLY transfer money to and Top-up Etisalat Customers who are registered with mHawla 

Can I a buy Air time vis my mHawala while outside Afghanistan?

• Currently, you can ONLY top-up your Etisalat Account using your mHawala while you are inside Afghanistan
• But any Etisalat Customer with mHawala Wallet who is residing in Afghanistan can top-up your Etisalat Account even if you are outside Afghanistan 

What happens when having insufficient balance while executing a Transaction?

The Transaction will not be completed and you will receive a message that you have insufficient balance. 

What should I do if I forgot my password or if my mHawala account is blocked?

You can call your mHawala consultant at 711 from your handset which is registered with mHawala Services 

If my Etisalat SIM is blocked, can I use my mHawala Services?

No, you could NOT. mHawala Services ONLY work on an Active Etisalat SIM 

Maximum number of transactions per day? Maximum cash per each Transaction?

• You can perform a maximum of 10 mHawala transactions per day
• You can use a maximum of AFS 15,000 per transaction
• For a total of AFS 150,000 per day as a MAXIMUM for all Transactions 

How much money maximum can I have in my mHawala wallet at the same time?

At the same time, you can have maximum money of AFS 150,000 in your mHawala Wallet

mHawala Customer Care and Knowledgebase

• For mHawala Registered Customers, please call 711. Call is Free
• For mHawala unregistered Customers, please dial 888 for Prepaid or call 777 for Postpaid and Enterprise or call 222 for Concierge Service
  • Calls to 888 Agents are Free for the First 5 Calls per month. Any additional call to the 888 Agents is charged at AFS 2.5 per call
  • Calls to 777 Agents are Free at all times
  • Calls to 222 Agents are Free at all times
  • For all Customers, you can send an email at myetisalat@etisalat.af
  • For all Customers, you can dial 4447 and browse the IVR Options and Knowledge
  • For all Customers, you can access mHawala Knowledgebase at http://care.etisalat.af
  • For all Customers, you can chat with mHawala Consultant on http://care.etisalat.af
  • For all Customers, you can call or send an SMS to +93.78.402.9422…regular on-net charges apply based on your package