1. Client Management

1.1. How do I create or add a new client? To add a new client, navigate to Client Administration > Add New Client. For a faster process with minimal information, you can use the Quick Add a New Client option. Alternatively, you can create a client directly from a credit bureau enquiry. Ensure all required fields are filled in accurately; the system will validate South African and Namibian ID numbers.

1.2. How do I add a business client? Navigate to Client Administration > Add a Business Client. Set the "ID Type" to "Business" and complete all required fields for the business's general, financial, and banking information, as well as details for any key personnel.

1.3. How do I search for an existing client? Go to Client Administration > Search for an Existing Client. Choose a search method from the dropdown list (e.g., Client Number, ID Number, Surname), enter the corresponding value, and click the "Search" button.

1.4. How do I set a client to inactive (manually or automatically)?

• Manually: Navigate to Client Administration > Search for a Client > Edit Client and change the client's "Status" to "Inactive".
• Automatically: You can set up a rule to do this automatically based on a period of inactivity. Go to Setups > Clients > Status workflow batch rule to create an inactivity rule. Then, go to Setups > Clients > Status workflow batch, edit the "Inactive" status, and assign the rule you created.

1.5. How do I add or edit a client's banking details? Navigate to Client Administration > Search for a Client > Edit Client and go to the Banking tab.

• To add a new account, click Add a New Bank Account.
• To edit an existing account, select it and click Edit Bank Account.
• Note: You must have the appropriate user rights on your role (e.g., View Bank Detail, Add Bank Detail, Update Bank Detail) to perform these actions.

1.6. How do I enrol a client's cellphone number for SMS notifications? Navigate to Client Administration > Search for a Client > Edit Client and go to the Address tab. Enter the client's primary cellphone number and select the "Enrol Client" checkbox.

1.7. How do I add a client's email address? Navigate to Client Administration > Search for a Client > Edit Client and go to the Address tab. Enter the email address in the designated field.

1.8. Should we assist clients with an old debt review flag? This is a policy decision. Please consult your manager or refer to your company's official Credit Granting Policy for guidance.

1.9. Can a non-loan debt client be handed over or written off? These actions have legal implications. You must consult with your legal advisor for guidance. The MaxMoney support team can only assist with how to process the resulting bookkeeping entries in the system.

1.10. Why was some data from my old system not transferred to MAXMONEY? During the data conversion process, information is filtered to eliminate as much corrupted or unusable data ("gibberish") as possible. To ensure data integrity, it is recommended that existing contracts run their course on the old system rather than being transferred.

2. Loans

2.1. How do I add a new loan for a client? Navigate to Client Administration > Search for a Client. Highlight the desired client and click the "New Loan" button to begin the application process.

2.2. How do I cancel a loan? Navigate to Client Administration > Search for a Client > Loans. Select the loan you wish to cancel, click "Edit Loan", and change the status to "Cancelled".

2.3. How do I add an instalment to an existing loan? Navigate to Client Administration > Search for a Client > Loans. Select the relevant loan and go to Payback Instructions > Payback Instruction Instalments and select "Add Instalment".

2.4. How do I calculate a loan's settlement amount? Navigate to Client Administration > Search for a Client > Loans. Select the loan, click on "Statement for Settlement", choose the desired settlement date, and click "Finish". A statement will be generated with the final settlement amount.

2.5. How do I hand over clients or close their loans? To hand over a client, their loans must be changed to "Non-Performing" or "Written Off". This can be done individually by editing a loan (Loans > Edit Loan) or for multiple loans at once using the "Client Workflow Batch" process. Note: Due to data sharing rules, a loan can only be written off if payments are at least 30 days overdue.

2.6. How long before an instalment is considered "in arrears"? An instalment is typically considered in arrears and can be reported for handover or write-off once it is more than 30 days overdue.

2.7. How do I create or change a Loan Product?

• To create a new loan product, go to Setups > Loan Related > Loan Products > Add new Loan Product.
• To change an existing one, go to Setups > Loan Related > Loan Products, select the product, and click "Edit".

2.8. Where do I set the maximum capital or interest for a Loan Product? Navigate to Setups > Loan Related > Loan Products > Edit Loan Product.

• To set the maximum loan capital, go to the General tab.
• To set the maximum interest rate, go to the Interest and Fees tab.

2.9. How do I set up penalty interest at a different rate? Go to Setups > Loan Related > Loan Products > Edit Loan Product > Interest and Fees. You can change the penalty interest rate here and click "Save".

2.10. How do I set up simple interest to be calculated per loan, not per month? Divide the total interest rate for the loan by the number of interest periods (instalments). Enter the resulting rate into the "interest rate" field when setting up the loan product.

2.11. How do I make changes to a Loan Agreement document? Go to Setups > Documents, highlight the Loan Agreement, and click "Edit Document". Make your changes to the template and click "Save".

2.12. What is the branch code for TymeBank? TymeBank does not have traditional branches. When entering a client's TymeBank banking details, use the universal branch code 678910.

2.13. What are the SASSA payment dates? Official SASSA payment schedules are published by the National Treasury. You can view the latest schedule for the 2024/2025 financial year on the SASSA website: https://www.sassa.gov.za/newsroom/articles/Pages/Social-Grants-Payment-Schedule-For-Financial-Year-2024-2025.aspx

2.14. What is a loan? A loan is a sum of money lent to another party with the agreement that the money will be repaid. The borrower is typically required to repay the original loan amount plus any accrued interest and fees.

3. MaxCollect (Payment Collections)

3.1. What is MaxCollect? MaxCollect is a module in MaxMoney that integrates with payment service providers (CSPs) to manage automated payouts and payment collections. To use this feature, you must first be registered with a CSP in your country.

3.2. Why am I getting a "duplicate error" when creating a payback instruction? This error usually means there is already an active instruction for that loan. To verify, go to Client Administration > Search for a Client > Loans, select the loan, and click "Payback Instruction" to check its status. You can also click the "CSP Enquiry" button or check your service provider’s portal directly.

3.3. How do I set up Collexia integration? The Collexia integration requires the MaxCollect module. First, sign up with Collexia to get your user credentials. Then, contact Mycomax support to enable the MaxCollect module for your company and assist with the setup.

3.4. How can I manage or print the CSP user list? The CSP user is also known as the MaxCollect user in the system.

• To view the list, navigate to Setups > MaxCollect > CSP Users.
• To print the list, click the "Print" button on that screen. You will need the MaxCollect CSP User Setup resource on your user role.

3.5. What does the error "There Is No Allps Csp User Linked To This Maxmoney User" mean? This means your MAXMONEY user profile is not linked to your Allps credentials. An administrator needs to configure this link by going to Setups > MaxCollect > CSP Users.

3.6. What is CnP? CnP stands for Card-not-Present. This is a payment collection stream offered by Real Pay in Botswana.

3.7. How does TT1-Delayed (DebiCheck) work? TT1-Delayed is an authorization type for DebiCheck mandates. The client must authenticate the mandate request by 21:00 on the same day using their own banking platform (app, ATM, etc.). The request is real-time, but the response is delayed. To use it, select "DebiCheck Receipt" as the Payback Type on a new loan, and on the MaxCollect page, select "TT1 Delayed" and "Delayed Authorization".

3.8. How do I create a payback instruction for a loan that doesn't have one? Go to Client Administration > Search for a Client > Loans. You must first reschedule the loan instalments to be in the future. Once that is done, the option to create a payback instruction will become available.

3.9. What should I do if I get "Error #6232: The Contract Could Not Be Created"? This error means the payment service provider has responded with an error from their side. Please contact the Mycomax support team to report this error and receive further assistance.

4. Payouts

4.1. How do I perform an eWallet payout? Performing an eWallet payout involves two parts:

1. Configure the eWallet: Go to Client Administration > Search for a Client > Edit Client > Banking tab. Here you can add a new wallet, get an existing wallet from Allps-i, or edit a current one.
2. Process the Payout: When creating a new active loan for the client, select "Payment to Client eWallet" as the "Payment to Client" method on the loan's summary page.

4.2. What should I do if a payout fails or I get an error? If a payout fails or you see an error like <Ens>ErrFailureTimeout, it may mean the payment service provider is temporarily unavailable. Please contact the Mycomax support team to report the error and for assistance.

4.3. How do I handle EFT payouts? An administrator must first ensure the required ledgers and events are set up. When you create a loan, select the EFT payout option on the "Payment to Client" event field.

5. Reports

5.1. How can I get a list of all clients or all loans?

• To get a list of clients, go to Reporting > Clients > Client Report.
• To get a list of loans, go to Reporting > Loan > Detailed Loan Report. This report also contains client information and loan balances.

5.2. How do I extract a list of client email addresses? Go to Reporting > Clients > Client Report. Generate the report, which contains a column for client email addresses. You can export this to Excel.

5.3. How do I get a detailed receipt report? Go to Reporting > Loan > Receipt Detail Report. You can use filters like client number or date range to narrow down the results.

5.4. How do I generate a branch performance report? Go to Reporting > Performance > Performance by Branch Report.

5.5. How do I get a list of inactive or dormant clients? Navigate to Reporting > Client > Inactive Client Report to generate a list of all clients currently marked as inactive or dormant.

5.6. What does "(----------)" mean in a report filter dropdown? This symbol means "All". Selecting this option will include all items (e.g., all employers, all branches) in your report selection.

6. Login and Passwords

6.1. What should I do if I can't log in? If you are unable to log in, please contact our support team for assistance.

• Email: support@mycomax.com
• Telephone: +27 12 110 4333
• WhatsApp: +27 60 018 5056

6.2. How do I change or reset my password? For security, password resets and changes are handled by our support team. Please contact them for assistance.

6.3. How do I change a cash box password? An administrator can change a cash box password by navigating to Setups > Branches > Cash Boxes > Edit Cash Box.

6.4. How do I create a new user? An administrator can add a new user by going to Setups > Security > Users > Add a New User.

7. Credit Checks

7.1. How do I perform a credit check on a client? Navigate to Client Administration > Search for a Client, highlight the client, and then click the button for the desired bureau: "Compuscan Enquiry", "XDS Enquiry", or "VeriCred Enquiry".

7.2. How do I enable MaxConsumer for credit checks?

1. First, you must be registered with a credit bureau (Experian, XDS, VeriCred, or CreditInfo in Namibia).
2. Once you have your credentials, contact Mycomax Support to have the MaxConsumer module enabled for your company.
3. An administrator must then complete the setup under Setups > MaxConsumer.

8. General & Definitions

8.1. How do I buy more SMS credits? Please contact our Finance Department to purchase additional SMS credits.

• Telephone: +27 12 110 4333
• WhatsApp: +27 60 018 5056

8.2. Does MAXMONEY have a mobile app? Yes. The MAXMONEY mobile application is called MAXAPP. To find out more about registering and using the app, please contact our support team.

8.3. How do I find my company's Global ID (GID)? An administrator can find the GID by navigating to Setups > General.

8.4. How do I add a new branch to my company? To add a new branch, you must send a request to Mycomax's Finance Department. Once they have created the branch, an administrator can configure its details in the system.

8.5. What is FICA and an RMCP?

• FICA is South Africa’s Financial Intelligence Centre Act, aimed at fighting financial crime.
• An RMCP (Risk Management and Compliance Plan) is a document required by FICA that outlines how your institution manages risks related to money laundering and terrorist financing. The FIC provides guidance notes to help you create one, or you can consult a legal advisor.

8.6. What is a GSA? A GSA is a Group Setup Administrator. This user role is responsible for setting up and maintaining the system-wide and branch-level configurations.

8.7. Where can I find the Service Level Agreement (SLA)? The SLA, also known as the license agreement or Terms & Conditions, can be found by clicking the "Ts & Cs" link in the top right corner of the MAXMONEY application.

8.8. How can I speak to a support agent? To speak with a member of our support team, please use our standard support channels:

• Email: support@mycomax.com
• Telephone: +27 12 110 4333
• WhatsApp: +27 60 018 5056