Societe Generale has decided to discontinue its mobile money issuer service, which YUP is the distributor, in Burkina Faso, Cameroon, Ghana, Ivory Coast, Senegal, Madagascar and Guinea Conakry.

As a YUP customer, we would like to express our sincere thanks for your adhesion to this service and the trust you have shown us over the years.

All the measures have been taken to support you during these next 3 months, in order to allow you to recover and/or use your available assets on your YUP wallet in the best conditions.

withdrawl

How to withdraw your money?

There are several options available to you to dispose of your assets. You can either:

  • Make a payment at a YUP partner merchant or pay your bills and/or buy airtime via your app or at one of the YUP partner agents
  • Go to one of the YUP partner agents to make a cash withdrawal
  • Use a Societe Generale ATM if you have the YUP app
  • Go to a Societe Generale branch to make a cash withdrawal
  • For wallet holders in Cameroon, it is also possible to transfer your YUP e-money to another wallet

Contacts

Questions and answers

1) Why close YUP? 

The closure of YUP is the result of Societe Generale's decision to discontinue its electronic money issuing business in sub-Saharan Africa, of which YUP is the distributor. 

In particular, YUP has not succeeded in developing sufficiently the use (volume of transactions by holder) of wallets to continue developing the offer.  

This decision does not call into question Societe Generale's development strategy in Africa. The bank has an ambitious strategy on the African continent, where it has been present for over 100 years. It is simply a matter of refocusing on its core business, where it will continue to develop and innovate to serve 4 million customers on the continent. 

Societe Generale subsidiaries are setting up a system to support you during a transition period. During the next three months, all the necessary measures will be taken to enable you to recover your assets under the best possible conditions.  

Societe Generale subsidiaries and YUP subsidiaries thank you for your support and trust, which have helped to bring this ambition to life in recent years.     

2) How can I find out my balance?     

If you have the YUP app, you can check your balance there. If you do not have the app, you can contact a YUP partner agent or the dedicated number for you country (see below).     

3) Where and how can I withdraw my money?   

There are three ways to get cash:   

  • By going to one of the YUP partner agents
  • By visiting a Societe Generale branch 
  • By using a YUP or Societe Generale ATM

If you have the YUP app and internet access the procedure is as follows:   

Step 1: On your YUP application 

  1. Select the Code menu 
  2. Enter the amount to be withdrawn
  3. Enter the 6-digit ATM code
  4. Enter password
  5. You receive a temporary operation code   

Step 2: On the ATM 

  1. Select Cardless withdrawal 
  2. Enter the phone number of the YUP account
  3. Enter temporary code generated 
  4. Enter the amount
  5. Validate and recover cash    

In order to balance your wallet, you can also make a transfer to a relative who has a YUP wallet, make a purchase (e.g. airtime) at a partner merchant or pay a bill at a partner distribution agent. 
Important: for customers in Cameroon, it is also possible to transfer your YUP e-money to another wallet. All these transactions are free of charge.

4) Where is the nearest collection point?   

We suggest you contact the dedicated number for your country (see below) to get to know where the nearest collection point is.   

5) I went to an agent who was unable to reimburse me, what can I do?   

We regret the inconvenience this situation has caused you. Indeed, some of our partners may prefer not to carry out transactions anymore. If you have an SG agency nearby, you can carry out the transaction there. If not, we suggest that you contact the dedicated number for your country (see below) which will help you know where the nearest collection point is.    

6)  How can I reset my code?   

You can go to a YUP distributor who will be able to carry out the reset and, if you have the YUP App, you can contact the dedicated number to be guided through the process.     

7) I received my salary on my YUP wallet, what will happen?   

Please contact your company for information on salary payments after the YUP service has been discontinued. 

 

Your country dedicated number

 

1) Why close YUP? 

The closure of YUP is the result of Societe Generale's decision to discontinue its electronic money issuing business in sub-Saharan Africa, of which YUP is the distributor. 

In particular, YUP has not succeeded in developing sufficiently the use (volume of transactions by holder) of wallets to continue developing the offer.  

This decision does not call into question Societe Generale's development strategy in Africa.  The bank has an ambitious strategy on the African continent, where it has been present for over 100 years. It is simply a matter of refocusing on its core business, where it will continue to develop and innovate to serve 4 million customers on the continent. 

Societe Generale subsidiary is setting up a system to support you during a transition period. During the next three months, all the necessary measures will be taken to enable you to recover your assets under the best possible conditions.  

Societe Generale subsidiary and YUP subsidiary thank you for your support and trust, which have helped to bring this ambition to life in recent years.     

2) Can I continue to trade with YUP customers?      

Yes, of course. 

We would like to remind you that YUP customers have received an SMS inviting them to have their credits refunded. We would be grateful if you could assist them in this process by offering them several solutions:   

Cash out / Invoice payment / Airtime purchase 
For wallet holders in Cameroon, it is also possible to transfer your YUP e-money to another wallet. 

Please note that the registration of new customers is no longer possible. 

Clients will not pay any fees during this period and agents' commissions remain unchanged and will be paid in full.  Don't worry, Societe Generale, which issues electronic money, will refund your UVs.  

3) How can I find out my balance?    

The procedure is as follows: 

  1. Enter the "Agent Account" section of your TPE
  2. Enter the employee code
  3. Click on Information

4) Where and how do I get my money back?    

Until the end of May, the refund process does not change, you must first contact your Master Agent or go to a Societe Generale branch with your terminal and an ID.  
Your money is also available at a Societe Generale ATM.  

The procedure is as follows:   

Step 1: On your YUP application 

  1. Select the Code menu 
  2. Enter the amount to be withdrawn
  3. Enter the 6-digit ATM code
  4. Enter password
  5. You receive a temporary operation code   

Step 2: On the cash machine

  1. Select Cardless withdrawal 
  2. Enter the phone number of the YUP account
  3. Enter temporary code generated 
  4. Enter the amount
  5. Validate and recover cash    

5) My regular Master Agent refuses to reimburse my UV   

If the Master agent refuses, you can go to a Societe Generale branch  or use a Societe Generale ATM.

6)  Can I ask a YUP employee to refund my UVs in cash?  

The processes for UV refunds remain unchanged, we emphasise that our YUP employees are not authorised to carry out transactions. They will not convert UVs into cash.  

To convert your UVs, you can contact your master agent or a Societe Generale counter only. 

7) What do I do with the YUP material?   

At the end of the 3-month period offered to customers to withdraw their money, YUP facilitators will contact you to collect the YUP equipment and branded items.  
You can also deposit your materials and brand elements in a Societe Generale branch.