Nedbank Manage

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Nedbank Manage: Balances, Payments, Cards, Transactions, Profile, Travel and PayShap

Article purpose

This article explains how Nedbank clients can manage common banking tasks using the Nedbank Money app, Online Banking, Cellphone Banking or a Nedbank branch. It covers checking balances, getting proof of payment, freezing or unfreezing a card, changing scheduled payments, searching for transactions, finding a Nedbank profile number, updating personal information, preparing for international travel, enrolling a trusted device, declining or cancelling PayShap requests, changing a PayShap limit and locating a ShapID.

Supported channels

Money app and Online Banking: Supported for most tasks in this article.
Cellphone Banking: Supported for checking balances.
Money app only: Enrolling the current device as the Approve-It trusted device.
Nedbank branch: Required by Nedbank’s published guidance when preparing banking arrangements for extended international travel.

Important security guidance

Never ask a client to disclose their Nedbank ID password, app PIN, card PIN, Cellphone Banking PIN, one-time PIN, biometric information or Approve-It response in a conversation.
Guide the client to enter security information only in an official Nedbank channel.
A client should not approve an unexpected payment, PayShap request or security prompt.
If a card is lost or stolen, freezing it can restrict its use while the client decides what to do next. If the card cannot be recovered or the client suspects fraud, direct them to an official Nedbank assistance channel for further action.

1. Check account balances

Using the Money app

Log in using a Nedbank ID, app PIN or Face ID.
View the account balances shown on the dashboard.
Swipe left to see credit-card, Greenbacks, personal-loan and other balances.

Using Online Banking

Log in using a Nedbank ID or QR code.
View the balances on the landing page under Overview.
Scroll down to see credit-card, Greenbacks, personal-loan and other balances.

Using Cellphone Banking

Dial *120*001#.
Log in using the five-digit Cellphone Banking PIN.
Select Check balances.
Enter the first six digits of the client’s identity number when prompted.
Select the account whose balance should be displayed.

Important clarification

An account balance is not always the same as the amount available to spend. If the client specifically asks how much they can use, guide them to check the available balance shown for the account.

Source: How to check your balances

2. Get and share proof of payment

Use this process for an existing payment that appears in the client’s recent payment history.

Using the Money app

Log in using a Nedbank ID, app PIN or Face ID.
Select Transact.
Select Pay.
Scroll to Your recent payments.
Select the relevant payment category:
- Once-off payments for a once-off payment; or
- Recipient payments for a payment made to a saved recipient.
Select the required transaction.
Select Share proof of payment.
Choose how to share it.
Enter the requested recipient or delivery details.
Select Share.

Using Online Banking

Log in using a Nedbank ID or QR code.
Select Pay.
Select the relevant payment category:
- Once-off payments; or
- Recipient payments for a saved recipient.
Select the required transaction.
Select Share proof of payment.
Choose how to share it.
Enter the requested recipient or delivery details.
Select Send.

If the payment is not shown

Confirm whether it was a once-off payment or a payment to a saved recipient.
Confirm that the client is looking at the correct account and payment history.
Do not claim that a payment was successful merely because the client started it. The transaction must appear with the relevant completed status in the official banking channel.

Source: How to get your proof of payment

3. Freeze or unfreeze a card

Freezing is useful when a card has been misplaced, lost or stolen. The client should read any disclaimer displayed before confirming.

Using the Money app

Log in using a Nedbank ID, app PIN or fingerprint.
Select Cards at the bottom of the screen.
Select the relevant card.
Scroll to Freeze card.
Move the slider until it turns green.
Read the disclaimer.
Select Next.

The word FROZEN will appear on the card in the app.

To unfreeze the card, return to the same card controls and change the freeze setting back.

Using Online Banking

Log in using a Nedbank ID.
Select Cards on the menu bar.
Select the relevant card.
Use the toggle to freeze or unfreeze the card.
Select Next.

When frozen, the word FROZEN will appear on the card on screen.

Important distinction

Freezing a card is not the same as permanently cancelling or replacing it. If the client believes the card has been stolen, compromised or used fraudulently, direct them to an official Nedbank assistance channel for the appropriate next action.

Source: How to freeze your card

4. Change a scheduled payment

This process edits an existing scheduled payment. It is different from changing a debit order controlled by a service provider.

Using the Money app

Log in to the Money app.
Go to Cards.
Select the relevant account.
Scroll to Features.
Select Scheduled payments to see upcoming payments.
Select the scheduled payment to change.
Select Edit.
Change the required details.
Select Save.

Using Online Banking

Log in using a Nedbank ID.
Go to Cards.
Select the relevant account.
Select Scheduled payments to see existing scheduled payments.
Select the payment to change.
Select Edit.
Change the required information.
Save the changes.

Before confirming completion

The client should review the updated amount, date, frequency, recipient and reference where applicable. Do not claim that the change is complete until it has been saved successfully in the official banking channel.

Source: How to change scheduled payments

5. Search for a transaction

Using the Money app

Log in using a Nedbank ID, app PIN or fingerprint.
Go to Cards.
Select the account to search.
Under Transactions, select Search in the search bar.
Enter the transaction information being searched for.

Using Online Banking

Log in using a Nedbank ID.
Go to Cards.
Select the bank account to search.
Under Transactions, select Search in the search bar.
Enter the transaction information being searched for.

To view a transaction’s details

Select the relevant transaction from the results. If no result appears, confirm that the correct account is selected and try a different part of the transaction description or reference.

Source: How to search for a transaction

6. Find a Nedbank profile number or update personal information

The Nedbank Help Centre currently labels the supplied link as an update-personal-information guide, but that link opens instructions for finding a Nedbank profile number. Both tasks are covered below to keep the guidance accurate.

Find a profile number using the Money app

Log in using a Nedbank ID, app PIN or fingerprint.
Select More at the bottom-right of the screen.
The profile number is displayed below the client’s name and initials near the top-left of the screen.

Find a profile number using Online Banking

Log in using a Nedbank ID.
Select the client’s initials in the top-right corner, next to Log out.
The profile information, including the profile number, will be displayed.

Check, confirm or update personal information using the Money app

Log in using a Nedbank ID, app PIN or facial recognition.
Select More.
Go to Settings > Profile settings > Profile details.
If the details need reviewing, select Confirm your personal details.
Select Confirm your details now.
Review the information.
To change something, select Edit, make the changes and select Save changes.
If everything is correct, select Yes.
Continue until Completed is displayed, then select Done.

Check, confirm or update personal information using Online Banking

Log in using a Nedbank ID.
Go to Profile settings > Profile details.
If the details need reviewing, select Confirm your personal details.
Select Confirm your details now.
Review the information.
To change something, select the Edit icon, make the changes and select Save changes.
If everything is correct, select Yes.
Continue until Completed is displayed, then select Done.

If the confirmation cannot be completed

If the channel displays Unable to complete your confirmation, the published guidance says to visit a Nedbank branch or call 0800 774 828.

Sources: How to find your Nedbank profile number and How to check and confirm your details

7. Prepare banking arrangements for international travel

Nedbank’s published guidance is specifically for clients planning to travel abroad for an extended period and directs them to a branch before travelling.

Checks to complete

Confirm that the client’s accounts and cards are active.
Confirm that the client’s FICA details are up to date.
Ensure that a signed indemnity is on file.
Enrol the device as a trusted device.
Ensure that biometric information is up to date.
Visit a Nedbank branch before travelling so the bank can help confirm these requirements.

AI Agent guidance

Do not imply that merely informing the AI Agent constitutes a formal travel notification.
Explain that the published process requires branch assistance for extended international travel.
If the client is already abroad and cannot visit a branch, direct them to an official Nedbank assistance channel rather than inventing an alternative process.

Source: How to prepare for international travel

8. Enrol a device as the trusted Approve-It device

Enrolling a trusted device can improve security and provide a more seamless banking experience. This guide applies to the Money app.

Using the Money app

Log in to the Nedbank Money app on the device to be enrolled.
Select More.
Select Login & Security.
Select Devices.
Select Make this my Approve-It device.

Important security guidance

The client should enrol only a device they own and control.
Do not enrol a public, shared or borrowed device as the trusted device.
Do not ask the client to relay or approve a security prompt on behalf of another person.

Source: How to enrol your device as a trusted device

9. Decline a received PayShap request

Use this process when the client has received a PayShap request and does not want to pay it.

Using the Money app

Log in using an app PIN, fingerprint or Nedbank ID.
Select the PayShap widget.
Select PayShap Request.
Open the relevant request in the Received list.
Select Decline.
Choose a reason for declining.
Select Continue.

Using Online Banking

Log in using a Nedbank ID.
Select the PayShap widget.
Select PayShap Request.
Open the relevant request in the Received list.
Select Decline.
Choose a reason for declining.
Select Continue.

Important distinction

Declining applies to a request the client has received. Once declined, that request is closed and cannot later be accepted. If the client does not recognise the requester, they should not approve the request.

Source: How to decline a PayShap request

10. Cancel a sent PayShap request

Use this process when the client created and sent a PayShap request but now wants to withdraw it.

Using the Money app

Log in using an app PIN, fingerprint or Nedbank ID.
Select the PayShap widget.
Select PayShap Request.
Select Sent requests.
Select the request to cancel.
Select Cancel request.
Choose a reason for the cancellation.
Select Continue.

Using Online Banking

Log in using a Nedbank ID.
Select the PayShap widget.
Select PayShap Request.
Select Sent requests.
Select the request to cancel.
Select Cancel request.
Choose a reason for the cancellation.
Select Continue.

Important distinction

Cancelling applies to a request the client has sent. It is different from declining a received request. Once cancelled, that request is closed; the payer is notified of the cancellation.

Source: How to cancel a PayShap request

11. Increase or change the PayShap payment limit

The client should choose a limit appropriate to their needs and review all authentication prompts carefully.

Using the Money app

Log in using an app PIN, fingerprint or Nedbank ID.
Select More at the bottom-right of the screen.
Select Settings.
Select Profile settings.
Select Profile limits.
Select PayShap limit.
Follow the prompts to choose the new limit.
Select Update limits.

Using Online Banking

Log in using a Nedbank ID.
Select Settings.
Select Profile settings.
Scroll to PayShap payment limit.
Adjust the limit using the slider.
Select Update.

Security guidance

Do not encourage a client to increase a limit beyond what they need.
Do not quote a fixed maximum unless it is shown in the client’s current Nedbank channel, as applicable limits and authentication requirements may vary.
A limit change does not itself make a payment or approve a PayShap request.

Source: How to increase your PayShap limit

12. Locate a ShapID

A ShapID is an easy-to-remember alias linked to a bank account. From the ShapID management screen, the client can view the ShapID and access available options to share, edit or cancel it.

Using the Money app

Log in using an app PIN, fingerprint or Nedbank ID.
Select PayShap under My widgets.
Select Manage ShapID.
The ShapID will be displayed.

Using Online Banking

Log in using a Nedbank ID.
Select PayShap under My widgets.
Select Manage ShapID.
The ShapID will be displayed.

Important clarification

Locating a ShapID does not change it. The client must deliberately select the appropriate option if they want to share, edit or cancel it.

Source: How to locate your ShapID

Guidance for the AI Agent

Response behaviour

First identify the exact management task the client wants to complete.
Ask which channel the client is using when the instructions differ.
Give only the steps for the selected task and channel unless alternatives are requested.
Present steps in a numbered sequence and keep menu names exactly as shown.
Distinguish clearly between:
- freezing a card and permanently cancelling or replacing it;
- a scheduled payment and a debit order;
- declining a received PayShap request and cancelling a sent request;
- locating a ShapID and registering, editing or cancelling one;
- finding a profile number and updating personal information.
Never state that an action succeeded unless the client confirms completion or a connected tool returns a successful result.
If the client reports suspected fraud, an unfamiliar request, a stolen card or an unexpected security prompt, prioritise security and direct them to an official Nedbank assistance channel.

Action-first handling in the PoV

If a connected PoV tool can complete the requested task, prioritise the supported action journey.
Use this knowledge article as guidance or fallback when the task cannot be completed by a connected tool.
Do not use knowledge instructions to bypass authentication, confirmation or security controls required by the action journey.

Example questions this article should answer

How do I check my balance?
Can I check my balance without the Money app?
Where can I download or share proof of payment?
How do I freeze or unfreeze my card?
Is freezing my card the same as cancelling it?
How do I edit a scheduled payment?
How do I find a transaction?
Where can I see my Nedbank profile number?
How do I update or confirm my personal details?
What should I do before travelling overseas?
How do I make my phone the trusted Approve-It device?
How do I reject a PayShap request I received?
How do I cancel a PayShap request I sent?
What is the difference between declining and cancelling a PayShap request?
How do I change my PayShap limit?
Where can I find my ShapID?

Primary reference

Nedbank Help Centre

Last reviewed against the referenced Nedbank Help Centre pages: 28 August 2026.