Banking

FNB eWallet Reversal: What to Do Within 72 Hours

FNB gives you 72 hours to request an eWallet reversal. Use the FNB App, dial *120*321#, or WhatsApp/call 087 392 5538. Every attempt has a fee and is not guaranteed, so act now.

Updated 20 August 2026 • By Naledi van der Merwe • Fact-checked

Quick answer: choose the row that matches your eWallet

Full amount still available: request the reversal within 72 hours by app, *120*321# or verified WhatsApp. FNB says a successful reversal can take up to one hour.

Some money used, or the request fails: call 087 392 5538. FNB may be able to reverse the remaining balance, but success is not guaranteed.

Money fully used or withdrawn: a reversal cannot return money that is no longer in the wallet. Contact the recipient; report suspected fraud to FNB and SAPS immediately.

Three official ways to request the reversal

FNB App

Open Send Money, choose eWallet and look for Reversals. Select the cellphone number, reason and confirmation prompts.

Cellphone Banking

*120*321#

Use the eWallet reversal option from the cellphone linked to your FNB profile.

Verified WhatsApp

087 392 5538

Choose Send Money → Reversals, select the number, give the reason and confirm. The same number reaches the contact centre.

FNB allows up to three eWallet reversal requests per month. If you are outside the 72-hour window, call 087 392 5538.

If the reversal option is missing or the attempt fails

A missing button does not prove the cash was collected. FNB lists several other failure cases:

The recipient's eWallet is inactive or blocked.
There is not enough money left for the full reversal; ask whether a partial reversal is possible.
A system problem interrupted the request.
You have reached the three-reversals-per-month limit.
The recipient evolved the eWallet, which moves the payment onto a different recall process.

Next step: call 087 392 5538 with the transaction date, amount, reference and recipient number. Do not keep repeating chargeable attempts without checking the status.

FNB eWallet reversal fees

FNB's pricing guide effective 1 July 2026 to 30 June 2027 lists these charges. The fee applies to every request, whether it succeeds or not.

Channel	Listed fee
Cellphone Banking or WhatsApp	R19.50
Contact centre or branch	R85.00
Evolved-eWallet EFT recall	R325.50

For an app request, check the fee displayed before you confirm. Pricing and account-specific rules can change.

The evolved-eWallet exception

If the recipient has evolved the eWallet, FNB says the standard eWallet reversal does not apply. Contact the Digital Banking Helpdesk on 087 575 0000 for an EFT recall. This is the only situation in this guide where the separate EFT-recall process and its higher fee are relevant.

How the other cash-send products differ

Service	What to do while uncollected
Absa CashSend	Manage it in Online Banking or cancel it in ChatWallet. See the Absa CashSend guide.
Standard Bank Instant Money	Cancel under Manage vouchers in the app, Online Banking or Cellphone Banking. See the Instant Money guide.
Capitec Send Cash	There is no app cancel button; call Capitec to ask for a hold, then collect it yourself. See the Capitec Send Cash guide.

Avoid the same mistake next time

Read the full cellphone number back before confirming.
Send a small test amount when using a new number.
If a contact suddenly gives you a new number, verify it with them through a known channel.

Frequently asked questions

Can I reverse an FNB eWallet payment?+

You can request a reversal within 72 hours using the FNB App, FNB Cellphone Banking on *120*321#, or FNB’s verified WhatsApp and contact-centre number, 087 392 5538. A request is not guaranteed, and FNB charges for every attempt.

How long do I have to reverse an eWallet?+

FNB’s current eWallet guide gives you 72 hours from the transaction to request a reversal. After 72 hours, call 087 392 5538 for help rather than relying on a self-service menu.

How long does a successful eWallet reversal take?+

FNB says a successful reversal can take up to one hour to reflect. If it has not reflected after that, check the transaction status and contact FNB on 087 392 5538.

How much does an FNB eWallet reversal cost?+

FNB’s 2026/27 eWallet pricing guide lists R19.50 for a cellphone-banking or WhatsApp reversal and R85 for a contact-centre or branch request. Every attempt is charged, even when it fails. Check the fee shown before confirming in the app because channel pricing can change.

Why did my FNB eWallet reversal fail?+

Common reasons in FNB’s guide include an inactive or blocked eWallet, too little money remaining, a system problem, reaching the limit of three reversals in a month, or the recipient having evolved the eWallet. Call 087 392 5538 so FNB can check the status.

Can FNB reverse part of an eWallet?+

Possibly. If the recipient has used only part of the money, FNB says the contact centre may be able to process a partial reversal of the amount still available. Call 087 392 5538; it is not guaranteed.

What is an evolved eWallet?+

An evolved eWallet is treated differently from a standard eWallet, so the normal reversal process does not apply. FNB directs these cases to its EFT-recall process through the Digital Banking Helpdesk on 087 575 0000. A separate recall fee can apply.

Official sources