Forum > Borrower Questions > Change of Primary Phone number Forum Guidelines

  • Simon Muiru
    Limuru, Kenya

    Feb 9, 2018

    Hi guys, I need some help in changing my primary phone number, the one that I have been receiving loans and repaying them with. Is there a way to do so? I can't seem to raise support staff on the issue, and got an email indicating that I should get assistance from the dashboard by creating a ticket. Is there anyone here with the capability to do so?



  • Volunteer Mentor
    Fitri Fauziyah
    Kota Surabaya, Indonesia

    Feb 9, 2018

    Yes you can change your phone number by making a support ticket first.
    1. Login to your account- click your name and choose help.
    There are more then one option there, choose technical error - No, I'd like to ask help.
    2. Write on the comment box your previous number and your new number. Attach your clear ID photo for verification.
    Please be patient, support ticket answered within 3-5 business days US Eastern Time.

    Translated by Google     Show original

    Yes you can change your phone number by making a support ticket first.
    1. Login to your account- click your name and choose help.
    There are more then one option there, choose technical error - No, I'd like to ask help.
    2. Write on the comment box your previous number and your new number. Attach your clear ID photo for verification.
    Please be patient, support ticket answered within 3-5 business days US Eastern Time.


    Joost likes this.

  • Country Liaison
    Laurie
    United States

    Feb 10, 2018

    Also, please be aware that usually it is not allowed to change the primary phone number if there is a loan in fundraising or a loan pending disbursement. In that case, you only can add a secondary number, from which you can make repayments.

    You can make repayments from either the primary or the secondary number; however, you are permitted to receive a net disbursement (from a loan) or a disbursement (of a refund) only on your primary number.

    If you have a loan in fundraising or pending disbursement, we have to post a request on our staff's chat platform for a case-by-case review to be done by our Director. Only she can approve a change of the borrower's primary phone number at those times.


    Fitri Fauziyah and Joost like this.

  • Volunteer Mentor
    Fitri Fauziyah
    Kota Surabaya, Indonesia

    Feb 10, 2018

    @Laurie, just to make sure, if the borrower in the middle of paying their loan and they wanna change their primary phone number because of their number lost, etc then it is allowed to ask zidisha to change their number. If the borrowers in the middle of loan fundraising or pending disbursement then it is not usually permitted. Am I correct?
    I never know that the payment can be done from the primary and the secondary phone number, I always thought only the primary phone can do the repayment. So if borrower in the middle paying their installments and lost his primary phone number then paying directly from their secondary phone number without informing zidisha first, their payment will credited to their account directly then, this apply if they have registered the secondary number, am I correct?
    This payment with phone number only apply with borrower not from Indonesia.

    Thank you Laurie for this information

    Translated by Google     Show original

    @Laurie, just to make sure, if the borrower in the middle of paying their loan and they wanna change their primary phone number because of their number lost, etc then it is allowed to ask zidisha to change their number. If the borrowers in the middle of loan fundraising or pending disbursement then it is not usually permitted. Am I correct?
    I never know that the payment can be done from the primary and the secondary phone number, I always thought only the primary phone can do the repayment. So if borrower in the middle paying their installments and lost his primary phone number then paying directly from their secondary phone number without informing zidisha first, their payment will credited to their account directly then, this apply if they have registered the secondary number, am I correct?
    This payment with phone number only apply with borrower not from Indonesia.

    Thank you Laurie for this information


    Laurie and Joost like this.
    • Country Liaison
      Laurie
      United States

      Jun 11, 2018

      I apologize, Fitri. I never saw your post until just now! There still aren't notifications yet in this newer Forum, I forgot to bookmark this thread, and somehow I missed the fact that there was a new post in here. (It may have happened at a time when I was away from the Forum for a week or so and the thread probably wasn't still appearing on the first page.)

      In any event, you are correct. There is a caveat, however:

      I have noticed that sometimes the secondary phone number on one account is the primary phone number on another account. In that case, then if the secondary phone number is used to make a payment, the payment would get credited to the account which has that phone number listed as the primary phone number. So, then, a Support Ticket would need to be created to get that corrected.

      Btw, I'm not really sure what happens when two or more borrowers share the same secondary phone number (as I've seen happens often) and one of them makes a payment from that shared secondary phone number.

      IMO, when listing a secondary phone number, it's a good idea never to use a phone number which already is on another account as the primary phone number (or that already is on another account as the secondary phone number, either).

      The system will not allow two accounts to have the same phone number listed as the primary phone number. I have suggested on the Web-Development Board that it probably also would be a good idea (IMO) if the system would not allow *any* other phone number that's already on one account to be listed on any other account. Of course, not all who share phone numbers are doing that for any nefarious purpose; however, some are, so it's my opinion that that change, if implemented, could help to reduce the amount of fraudulent accounts that some individuals create and try to use, which therefore could help reduce financial loss for lenders and the platform (which, in turn, helps legitimate borrowers because less defaulting helps the platform to retain lenders), and it also could help cut down on the amount of work the already overburdened very small Staff has to handle. This is my opinion, and I don't know if the idea would be implemented at some point, but I would like to know what other Country Liaisons and VMs think? I've noticed that consensus sometimes does lead to implementation, so please don't be shy about posting if you agree that it could help?


      Fitri Fauziyah likes this.
    • Volunteer Mentor
      Fitri Fauziyah
      Kota Surabaya, Indonesia

      Jun 12, 2018

      No worry, it's fine.

      I only know that when the phone number already listed as someone primary phone, that phone number can't be another borrower primary phone number.
      Just to make sure, will the payment from secondary phone number credited directly to borrower account or the borrower have to make a ticket to Inform the staff first? If it automatically, then I think the technical team should also makes the system will always reject/ask another phone number to anyone who put secondary phone number that listed to other primary and secondary other borrower. It should have both primary and secondary phone number only belong to one borrower, as you said to minimize fraud and save the energy for the staff and the borrowers it self. Also it's other borrower identity in my opinion, it should have only belong to one borrower. When their secondary phone number are asked because it's another back up plan if their primary phone lost/destroyed etc, so they can pay their installment from the secondary phone, unless they didn't know about this. I'm sure they can ask their provider to provide the same number as Christian ever posted in other thread. Even if the provider can't do that, I'm sure it's not hard to get new number and update their phone number to the staff.

      This only apply to borrower from outside Indonesia, Indonesian using bank account and the payment to Virtual account.

      Translated by Google     Show original

      No worry, it's fine.

      I only know that when the phone number already listed as someone primary phone, that phone number can't be another borrower primary phone number.
      Just to make sure, will the payment from secondary phone number credited directly to borrower account or the borrower have to make a ticket to Inform the staff first? If it automatically, then I think the technical team should also makes the system will always reject/ask another phone number to anyone who put secondary phone number that listed to other primary and secondary other borrower. It should have both primary and secondary phone number only belong to one borrower, as you said to minimize fraud and save the energy for the staff and the borrowers it self. Also it's other borrower identity in my opinion, it should have only belong to one borrower. When their secondary phone number are asked because it's another back up plan if their primary phone lost/destroyed etc, so they can pay their installment from the secondary phone, unless they didn't know about this. I'm sure they can ask their provider to provide the same number as Christian ever posted in other thread. Even if the provider can't do that, I'm sure it's not hard to get new number and update their phone number to the staff.

      This only apply to borrower from outside Indonesia, Indonesian using bank account and the payment to Virtual account.


    • Country Liaison
      Laurie
      United States

      Jun 12, 2018

      I think that when someone pays from the secondary number listed on their account, they don't have to contact the team if the number is registered to that individual on the carrier's platform (M-Pesa in Kenya, MTN in Ghana or Zambia, etc.).

      Other borrowers who also have that secondary number listed as a secondary number on their Zidisha account, too, though, I think would not be able to pay from that number, because they would need to have possession of the phone that has the SIM card with that number on it, right? And if they were to borrow that phone to make a payment, then the payment would get credited to the Zidisha account of the person who owns that phone, not to the intended borrower's account. So, then, they would need to send in a Support Ticket to inform the Staff about the problem.

      I know that for the borrowers in some of our francophone countries (Burkina Faso, Guinea, Niger, and Senegal) who paid in cash at a bank, if one borrower gave another borrower money to go to the bank and make a payment on his or her behalf, and forgot to mention that the payment was for that other person, then the spreadsheet reflected the wrong person's name next to the payment, and then the borrower had to contact us and provide a clear image of the receipt as proof of the payment and then we could manually remove the payment from the wrong borrower's account and credit it to the correct borrower's account.

      I'm not sure if a similar correction is possible, though, for borrowers who use a mobile-money payment method. I would imagine so, but would have to ask. If anyone here already knows, please let us know.

      You're correct, Fitri, that nobody is allowed to share a primary phone number. For obvious reasons, the system won't allow it (and if it ever were to allow it, that would be because of a technical bug).

      Net Disbursements can go only to the primary phone number.
      Payments can be made from either the primary or the secondary number.



  • Addai Charles
    Berekum, Ghana

    Feb 11, 2018

    My question is that a friend of mine has lost the ID card he used during registration of Zidisha. He want to become a volunteer mentor and has asked to provide the Id card. Can he replace the Id card with his voter's Id card?


    • Volunteer Mentor
      Fitri Fauziyah
      Kota Surabaya, Indonesia

      Feb 11, 2018

      How about your friend reply his/her support ticket by providing that voter ID and find out is it allowed or not use it.
      The Zidisha volunteer aren't always online checking this forum. If your friend reply it's ticket, and providing zidisha the clear pic of voter ID and the reason why; I'm sure zidisha staff will assist your friend soon.

      Translated by Google     Show original

      How about your friend reply his/her support ticket by providing that voter ID and find out is it allowed or not use it.
      The Zidisha volunteer aren't always online checking this forum. If your friend reply it's ticket, and providing zidisha the clear pic of voter ID and the reason why; I'm sure zidisha staff will assist your friend soon.


      Laurie likes this.
    • Country Liaison
      Laurie
      United States

      Jun 11, 2018

      Please see: www.zidisha.org/forum-threa... (above, for the reason for the late reply).
      --> Thank you, Fitri, for directing him to the support-ticket system. ;-)

      Charles, please also see: www.zidisha.org/forum-threa...
      [forum-thread/2390#comment-8421]
      to learn more about what is supposed to be on a Support Ticket,
      what is (and is not) supposed to be on the Discussion page,
      and what is (and is not) supposed to be in the Forum.
      Each location has a different purpose. Thanks. ;-)


      Fitri Fauziyah likes this.

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