Smartphone app
Use Poolam for a visual, guided experience and digital transaction history.
Help center
Clear answers and official support channels
Find guidance for registration, deposits, withdrawals, transfers, bills, fees, account access and transaction security.
Frequently asked questions
Answers to common wallet questions
For transaction-specific help, contact support and provide only the reference information requested through official channels.
What is My Money?
My Money is the mobile-money service operated by Afghan Besim Mobile Money Company. It supports services such as cash-in, cash-out, money transfer, bill payment, merchant payment and airtime top-up.
What is Poolam?
Poolam is the official My Money smartphone application for supported wallet registration, transfers, payments, top-ups, account activity and other available services.
Do I need a bank account?
A bank account is not required for basic mobile-wallet use. Supported bank-linkage services are optional and depend on participating banks and customer eligibility.
How do I register?
Download the official Poolam app and follow the identity-verification process, or visit an authorized My Money agent for assisted registration. Requirements depend on the applicable KYC level and current rules.
How do I add cash to my wallet?
Visit an authorized My Money agent, provide the correct wallet number and cash amount, confirm the transaction on your own device and keep the official receipt.
How do I withdraw cash?
Use an authorized agent that provides cash-out. Review the recipient and amount, enter your own PIN privately and verify the receipt before leaving.
How can I send money?
Use the Poolam app or an available self-service channel such as *220#. Confirm the recipient and amount carefully before authorizing the transfer.
Is money transfer instant?
Supported wallet transfers are normally processed electronically and a transaction status or receipt is provided. Network, compliance or operational checks can affect completion.
How do I pay a bill?
Select the supported biller, enter or scan the correct customer reference, review the amount and confirm. Save the digital receipt.
What should I do if I entered the wrong recipient?
Contact official support immediately with the transaction reference. Do not make another payment to anyone claiming they can reverse it. Completed transactions may not always be recoverable.
What if I forget my password or PIN?
Use the official recovery process in Poolam or contact My Money support. Never pay or disclose a verification code to an unofficial person offering recovery.
How much do services cost?
Fees depend on the service, amount, channel and current approved tariff. Review the fee shown before confirming and request the official fee schedule when needed.
Registration
Prepare accurate identity information
Registration requirements can vary according to the current KYC tier, channel and applicable regulation. The published process may request:
- The customer must meet the minimum eligible age
- A valid accepted identity document
- An active mobile number and accurate personal information
- Photograph, signature, biometric or other verification when required
Use only official onboarding
Do not send identity documents to an unknown social-media account or personal messaging number.
Accessible support
Choose the channel that works for you
Feature-phone USSD
Use *220# for supported self-service functions without relying on mobile data.
Agent-assisted service
Visit an authorized location when you need cash service or in-person assistance.
Voice support
Call the official support number for guidance and escalation.
Reporting a transaction issue?
Have the transaction reference, date, amount, wallet number and a concise description ready. Never include your PIN or password.