FAQs

Have questions? We have answers to all your inquiries and more.

General FAQs
How can I open an Orange Money wallet?

It is now possible to open an Orange Money wallet free of charge while at home through self-registration and have your wallet activated automatically so that you can receive your salary, pay for your basic needs such as bread, medicine, and groceries, refill your Orange Prepaid lines, pay your Orange Postpaid bills and send and receive money easily.

  • Through your mobile (self-registration): You can open your account by following the below steps:

    • Download the app from the Google Play Store, Apple Store, or HUAWEI AppGallery directly to your mobile phone

    • Create your profile using the self-registration on the mobile app

    • Add your phone number and your personal information

    • Take a picture of your ID (Front & Back)

    • After that you will receive a SMS that Orange Money Wallet is created successfully

  • Visit any of authorized Points of Sale or partners (full registration process) you need to fill the opening wallet form and provide the required documents

Who can open an Orange Money wallet?
  •  Anyone or any corporate with an active Jordanian mobile phone number can open an Orange Money wallet
Do I need a bank account to use Orange Money?
  • Bank account is not required; all you need is an active Jordanian mobile phone number and valid ID, passport, document or corporate ID
Opening Orange Money wallet fees?
  • Opening an Orange Money wallet is free of charge
What can I do with my wallet?
  • Refill Orange prepaid accounts
  • Pay Orange Postpaid bills
  • Merchant Payment
  • Access all eFAWATEERcom services “more than 200 billers”
  • Send local and international money transfers
  • Cash In / out through Orange shops, authorized points of sale, partners and Housing Bank ATM’s & all local ATMS’s
  • Shop online and use your companion card while traveling
  • Pay through the QR code
  • Purchase Electronic Vouchers
Where can I Cash in to my wallet?
  • Where can I Cash In to my wallet?
    Orange Money users can Cash In through:
    • Orange shops
    • Authorized Points of Sales
    • Orange Money partners
    • Selected Total Gas stations
    • Cardless Cash In through Housing Bank ATM network
    • Cardless Cash in through Jordan Kuwait Bank, Arab Bank, Cairo Amman Bank & Capital Bank ATMs
    • Bank to wallet Cash In through eFAWATEERcom “Feed your Orange Money Wallet from your bank account”
Is there a minimum balance that I need to keep in my wallet?
  • No minimum balance is required
How do I Cash Out money?
  • Orange shops
  • Authorized Points of Sale
  • Orange Money partners
  • Selected Total Gas stations
  • Card & Cardless Cash Out through Housing Bank ATM network
  • Cardless Cash out through Jordan Kuwait Bank, Arab Bank, Cairo Amman Bank & Capital Bank ATMs
  • From any Local or International ATM using Orange Money Visa companion card
How do I transfer money from my wallet to another mobile wallet?
  •  Through Orange Money application:
    You need to login to your Orange Money app, and choose Money transfer, in the money transfer screen you will enter the mobile number that you want to transfer money to with the amount that you want to transfer and you can add any notes or remarks about this transfer after the transaction is done successfully you will receive an SMS with your transfer detail
  •  USSD menu (*999#) for Orange mobile customers only
    You need to follow the steps in the USSD
How long does it take to process my payments with Orange Money?
  • Transactions are immediate. You will receive a notification SMS within seconds after each successful transaction with details of the transaction, including your new balance and you will be able to see them instantly in the your mini statement inside the application
Can I have more than one Orange Money wallet?
  • You can open up to two mobile wallets per ID at most, provided that each mobile wallet is linked only to one mobile number
Is it safe to keep my money in my wallet?
  • It is absolutely safe to keep your money in your wallet. In addition the central bank of Jordan keeps records of all transactions to prevent any fraud
    If you suspect that someone has identified your ID, change your password immediately through Orange Money application or contact our customer service center at 0777700141 or 1441 or at Orange Money customer care email orangemoney.care@orange.com
What happens to my wallet if I change my mobile number?
  • You need to visit any of Orange shops and request to modify your mobile number and fill the form and sign it
How is Orange Money regulated?
  • Orange Money is a licensed payment service provider by the Central Bank of Jordan.
Can I access my account overseas?
  • Yes, You can access your Orange Money wallet overseas and perform all transactions
What should I do if I accidently transfer money to the wrong number?
  • Any transfer you make will be confirmed via an in App confirmation message before proceeding. Unfortunately, once you confirm the transaction, you cannot reclaim the amount sent
Do I need a smart phone to use Orange Money?

All types of mobile devices support Orange Money. All you need is just an active mobile phone number.

  •  For smart phones you can download Orange Money Jordan application using the below links: IOS , Android
  •  For non-smart phones you can use the USSD menu *999# Orange numbers only
Is there a minimum limit for purchases, transfers, withdrawals, or deposits?

To know more about the limits of purchases, transfers, withdrawals, or deposits please visit the Transactions Fees and Limits page

What should I do if I didn’t receive a notification after a purchase or transfer?
  • Please call Orange Money customer service center to verify the transaction and we will try to help you by checking the transaction log
Can I close my wallet? How?
  • Yes you can close your wallet by visiting any of our Orange shops, but first you need to Cash Out the wallet balance and then to fill out the termination form
Are there any monthly or yearly fees paid to keep my wallet open?
  • No, there are no monthly or yearly fees, but you need to keep your wallet active by making any transaction, because if it stayed inactive for 1 year it will be frozen and changed to dormant automatically & the then you should pay a Frozen wallet fee 2 JD’s per month
Can I use my wallet if my phone number is disconnected?
  •  Yes you can use it, however, if you want to make a transaction that requires a One Time Password, your line must be active or at least receiving SMS .
  •  If you would like to switch to a new active line, you must visit any of our Orange shops in the kingdom to fill out a modification request to change the mobile number and the wallet be directly active on the new number.
Can I change the pin code for my companion card?
  • No
Orange Money Partners:
  • TOTAL
  •  UAE Exchange
  •  Saudi Exchange
  •  Hani Saudi Exchange
  •  Musharbash Exchange
  •  Khalil Al Rahman Exchange
  •  Abu Sheikha Exchange
  •  Alalami Exchange
  •  Zamzam Exchange
  •  Al Shorouq Exchange
  •  Jordan Post
  • Al Fuais Exchange
  • Almousa Exchange
  • Sahloul Exchange
Can Orange Money customer connect the PayPal with Orange Money Visa Companion Card? and Can he transfer money from the PayPal account to Orange Money Visa companion card?

Yes, Orange Money Visa Companion Card can be connected to PayPal account to make purchases. As for the transfer and the rest of the PAYPAL services currently are not available.

What will happen if the wallet is frozen/dormant and the balance is less than 2 JD’s?

If the wallet balance is less than 2 JDs, the available amount will be deducted.

What happens if my wallet balance is zero and my wallet status is frozen/dormant? Will you deduct 2 JD's from my balance and make it negative?

The deduction will only be applied to wallets with balances

Upon reactivating my wallet, how long would it last until it goes back to dormant?

It will be renewed for one year

Would you stop deductions if I activated my wallet?

Yes

Is the dormancy fees deduction made at the beginning of each month, or at the end?

Deductions will begin on the next month after dormancy and it will take place on the 28th of each month

what is the minimum amount that you can cash in into your wallet from your bank account?

The minimum amount that you can cash in into your wallet through eFAWATEERcom bank to wallet is 5 JDs

What are Electronic Vouchers?

 

Electronic Vouchers are prepaid cards that contain a specific amount of money that anyone can buy to download favorite applications, games, videos or content.

How can I pay for Electronic Vouchers I buy from Orange Money?

You can pay for the Electronic Vouchers directly through your Orange Money wallet

How can I purchase my favorite Electronic Vouchers from Orange Money wallet?

You can purchase your favorite Electronic Vouchers from Orange Money wallet by following the below steps:

  • Login to Orange Money Jordan Application
  • Choose e-Vouchers tab
  • Select your desired Electronic Voucher from the list or you can filter to easily find the desired Electronic Vouchers then press next
  • Then chose the desired Electronic Voucher Store and the denomination and then press more details and buy
  • After selecting the desired Electronic Voucher and desired store you can hear the Electronic Voucher price in Jordanian Dinars its details
  • Then check the Electronic Voucher details you want to buy, and after reading and accepting the terms and conditions, press buy
  • A confirmation screen will appear to confirm the purchase, and the price of the electronic voucher will be shown in Jordanian dinars, which will be deducted from your wallet, then click on confirm
  • Then the purchase process will be completed successfully and You will get the code instantly in the screen and you can copy it or share it
How can I find all the Electronic Vouchers that I purchased in Orange Money application?

You can find all your Electronic Vouchers that you purchased in “My e-Vouchers” tab

How can I see the details of a certain Electronic Vouchers I purchased from Orange Money application?

You can find the details for the electronic Vouchers that you purchased in “My e-Vouchers” tab and you can see the details by clicking “More details”

What if I purchased an Electronic Voucher but it didn’t appear in my Electronic Vouchers list?

Please call 1441 from Orange or 0777700141 from other networks

What if i purchased an Electronic Voucher but couldn’t redeem it on the desired platform?

Please call 1441 from Orange or 0777700141 from other networks and we will be more than happy to help you

What is the difference between denomination and price?

Denomination is the value that you will find in your account when you redeem your Electronic Voucher on the respective platform, the price is the Electronic Voucher value in Jordanian Dinars

What are the unique features of Orange Money Electronic Vouchers?
  • Orange Money Electronic Vouchers are available 24/7
  •  The process is very simple and secure. No complicated steps to follow
  • Customer will get the desired Electronic Vouchers directly and instantly after the purchase
Does an Electronic Voucher expire?

Expiry of Electronic Vouchers is 6 months from purchasing time

What is the currency used to pay for Electronic Vouchers?

The currency used is Jordanian Dinars

Will the Electronic Voucher code work if I bought it from a different account store other than the one I use for my account?

No, when the Electronic Voucher is purchased in a different account store, the Electronic Voucher code will not work

What is QR Payment?

QR (Quick Response) Code is a new secured digital payment method provided by Orange Money that can read barcode by most smartphone cameras.

How to use QR?

when reaching the cashier, your purchases will be calculated and then entering the total on a device, and then creating a QR code, after that through Orange Money application on the mobile press on “Transactions by QR code” and scan the QR code on the cashier device and then The required amount will appear on the mobile with full transaction details for approval and completion of the purchase.

Where Can I use QR?

You can use QR payment at all of Orange shops, to check our list of shops, please follow this link:
https://oran.ge/2L4KTTX

Is QR payment service free of charge?

QR service is free of charge

How can I get technical support?

Our customer service agents are ready to serve you, please call 1441 or 0777700141 for more information

What is CliQ?

CliQ is a system for instant payments. It is owned and operated by JoPACC. The system enables the instant transfer of money.

Who can benefit from CliQ services?

Currently, Orange Money clients and selected banks clients which are connected on the system can benefit from the system services.

What is the maximum limit for CliQ transfers per day?

We apply the same local transfers limit, which is 10 transfers per day

Is there any fee applied to CliQ transfers?

To know the Cliq transfer fees, please visit Transaction Fees and Limits page

How Can I create new Alias?
  • First, please update Orange Money wallet application through the App Store, Google Play or Huawei app Gallery, and then log in to your wallet.
  • Login into Orange Money Wallet
  • Then click on “CliQ” in the side menu
  • Then you can add an Alias either in alphanumeric or email format
  • Then tap on “Add”
  • You can add up to 5 Aliases and you can set the desired Alias to be as default sender
  • You can also delete and suspend the aliases
How to use the CliQ service?
  • First, please update Orange Money wallet application through the App Store, Google Play or Huawei app Gallery, and then log in to your wallet.
  • Choose (Money Transfer)
  • Enter the receiver CliQ Alias name of the (the Alias name of the receiver bank or the mobile wallet)
  •  Then press Transfer
How can I send money internationally through my Orange Money Wallet?

You can send money internationally from Orange Money wallet by following the below steps:

  • Login to Orange Money Wallet
  • Click on International Money Transfer
  • Click on “Send”
  • Then add recipient: Add the money transfer recipient
  • Fill the Transfer details: Add the transfer details which includes (recipient Country, receiving method, transfer method, amount, Currency and other information)
  • Fill the recipient information: Add the transfer recipient information which includes (full name, phone number, nationality, address, relationship with the recipient & purpose of the transaction)
  • Review and confirm screen: Review the transfer amount before sending
  • And after reading and accepting the terms and conditions you can confirm and transfer the money
  • And when you finish you will see the Transfer Reference Number in which you can copy or share with the recipient
  • Then you will receive an SMS with the transaction details
To Which countries can I send and receive money?

You can send and receive money internationally to more than 200 countries

How much money can I Send and Receive?

Based on The Central Bank of Jordan, the maximum monthly limit for the total value of outgoing and incoming international transfers should not exceed 5,000 Jordanian Dinars

How do I know if the transfer had been approved?

You can check the status of your transfers anytime in the app by following the below steps:

  • Login to Orange Money Jordan Application
  • Choose “International Transfers”
  • Choose “Transaction History”
  • And then you can check the status of transfer
Can I cancel an International Money transfer?

No

Can I get a receipt for my trasaction?

Our receipts are electronic; you can download and share your transactions through your mini statement

Can I send Money to a bank account?

Yes, you can send money to the recipient’s Bank Account if this option is supported in the recipient’s country

How much dose it cost to send money internationally?

Transfer fees depend on the recipient’s country and the transfer value

What additional tips should I keep in mind?
  • Always make sure you know who you are sending money to
  • Discontinue a call if a caller coaches you to respond to questions asked by Western Union
  • Security is everyone's responsibility. Stay informed. stay well informed of new fraud trends.

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