Customer Mobile App Task Workflows

These workflows document the major customer tasks currently supported by the native app. Each flow is grounded in the current route tree and the live Samsung S23 validation set from April 10, 2026.

Authentication And Entry

CM-01 Unlock A Remembered Device With Service PIN

1. Open the customer app on a phone that already remembers the customer.
2. Confirm the app opens Secure access.
3. Enter the Service PIN.
4. Wait for the app to restore the session and enter the authenticated shell.

Expected result: the customer lands in Home without re-entering identifier and password.

CM-02 Unlock A Remembered Device With Biometrics

1. Open the customer app on a remembered phone with biometric unlock enabled.
2. On Secure access, select the biometric option.
3. Complete the platform biometric prompt.
4. Wait for session restoration.

Expected result: the app unlocks directly into the customer shell.

CM-03 Switch To Another Account Or Sign In On A Fresh Device

1. Open the app.
2. If Secure access appears for another customer, select Use another account.
3. Confirm the app opens Welcome back.
4. Enter the mobile number or other supported account identifier.
5. Enter the password.
6. Select Sign in.

Expected result: the app authenticates and opens Home.

CM-04 Change Signed-Out App Language

1. Open any signed-out screen.
2. Select the language action in the top-right corner.
3. Choose English or siSwati.

Expected result: the signed-out UI immediately switches language.

CM-05 Register As A Customer

1. Open Welcome back.
2. Select Register.
3. Choose Customer.
4. Complete:
5. first name
6. last name
7. full name
8. phone number
9. email
10. national ID
11. date of birth
12. address
13. Add any required KYC documents.
14. Submit the registration.

Expected result: the app shows Registration submitted with the submitted reference when available.

CM-06 Register As An Organization From The Customer App

1. Open Register.
2. Choose Organization.
3. Complete the wizard in order:
4. organization details
5. admin contact
6. documents
7. review
8. Submit the registration.

Expected result: the app shows the organization registration confirmation screen.

Home, Navigation, And Notifications

CM-07 Review Home And Open The Main Areas

1. Sign in to the app.
2. Confirm the app lands on Home.
3. Review the quick actions:
4. Send
5. Pay Bills
6. Airtime
7. QR Pay
8. Services
9. More
10. Use the bottom navigation to open:
11. Pay
12. Wallets
13. Activity
14. Profile
15. Return to Home.

Expected result: the customer can reach every major area from the shell.

CM-08 Refresh Home And Review Notifications

1. Open Home.
2. Select the refresh action in the top header.
3. Select the notifications bell.
4. Switch between notification categories.
5. Mark one item read or use Mark all read.
6. Optionally use Clear all.

Expected result: the notification sheet updates in place and the unread badge changes accordingly.

CM-09 Open Services From Home

1. Open Home.
2. Select Services.
3. Confirm the app opens the service hub.
4. Review the visible modules and any partner mini-apps.

Expected result: the customer reaches the first-party service launcher from Home.

Pay Flows

CM-10 Send Money To One Recipient

1. Open Pay.
2. Select Send.
3. Choose a recent recipient, a contact, or manually enter a recipient.
4. Confirm the app resolves the recipient.
5. Enter the amount.
6. Enter the reference.
7. Continue and confirm the transfer.

Expected result: the transfer reaches the confirmation step and can be submitted successfully.

CM-11 Send Money To Many Recipients

1. Open the Send flow.
2. Use the bulk-send path.
3. Add at least two recipients.
4. Enter each amount.
5. Enter the shared reference.
6. Enter the transaction PIN.
7. Submit the transfer.

Expected result: the app calculates the total and submits a single batch request.

CM-12 Buy Airtime, Data, Or No Frills

1. Open Pay.
2. Select Airtime.
3. Choose the product type:
4. Airtime
5. Data
6. No Frills
7. Choose whether the purchase is for self or another recipient.
8. Select provider or bundle as required.
9. Enter amount or pick a preset.
10. Submit.

Expected result: the purchase reaches the review and submit stage for the selected product type.

CM-13 Pay A Biller, Merchant, Bank, Agent, Or QR Target

1. Open Pay.
2. Choose one of:
3. Pay Bill
4. Pay Merchant
5. Pay to Bank
6. Withdraw
7. Scan QR
8. Complete the route-specific fields.
9. Continue to the review state.
10. Confirm the transaction.

Expected result: the app presents the correct review card for the selected payment route.

Wallet Flows

CM-14 Create, Rename, Top Up, Or Transfer A Wallet

1. Open Wallets.
2. To create a wallet, select + New Wallet, then enter wallet details and submit.
3. To top up, select Top Up, then enter amount, reference, and description.
4. To transfer, select Transfer, choose source and destination, then submit.
5. To rename, open the rename action and update the wallet name.

Expected result: each wallet action opens its dedicated sheet and validates the required fields before submission.

CM-15 Use Wallet Shortcuts Into Other Features

1. Open Wallets.
2. Review the linked feature cards and extra shortcuts.
3. Open a wallet-linked service such as savings goals or contributions.

Expected result: the app deep-links from wallet context into the relevant service module.

Activity Flows

CM-16 Search History And Inspect A Receipt

1. If balances are hidden, first enable balance visibility from the relevant privacy control.
2. Open Activity.
3. Use the date-range chips or transaction-type filters.
4. Search for a transaction.
5. Open a transaction item.
6. Review the receipt sheet:
7. participants
8. breakdown
9. timeline
10. reference

Expected result: the app opens a detailed receipt view for the selected transaction.

CM-17 Request A Reversal For An Eligible Transaction

1. Open a transaction receipt from Activity.
2. Select the reversal action when it is available.
3. Choose a reason.
4. Enter a narrative with enough detail to satisfy validation.
5. Submit the request.

Expected result: the app sends the reversal request and shows success or failure feedback.

Services Flows

CM-18 Request A Statement

1. Open Services.
2. Select Statements.
3. Choose the wallet.
4. Select a preset date range or enter custom dates.
5. Enter the transaction limit if needed.
6. Review the fee quote.
7. Request the statement.
8. Open the recent request history when the statement is ready.

Expected result: the statement request is created and the history list updates.

CM-19 Create A Savings Goal And Add Funds

1. Open Services.
2. Select Savings Goals.
3. Create a goal by entering the goal details.
4. Save the goal.
5. Select Add funds.
6. Enter the deposit amount and reference.
7. Submit.
8. Open the history dialog if needed.

Expected result: the goal is created and deposits are protected by the in-flight submit lock.

CM-20 Accept A Group-Wallet Invite Or Create A Shared Wallet

1. Open Services.
2. Select Group Wallets.
3. If a pending invitation exists, accept or decline it.
4. To create a new shared wallet, complete:
5. wallet name
6. description
7. goal amount
8. currency
9. Submit the wallet.
10. Open the wallet details if one already exists.

Expected result: the customer can either resolve an invitation or create a new shared wallet from the same module.

CM-21 Contribute To A Group Wallet Or Manage Members

1. Open a group wallet in Group Wallets.
2. Select Contribute.
3. Enter amount, note, and Service PIN.
4. Submit the contribution.
5. If you are an admin, use the details dialog to:
6. invite a member
7. resend a pending invite
8. cancel a pending invite

Expected result: group contributions and invitation management both run from the group-wallet details surface.

CM-22 Contribute To A Campaign

1. Open Services.
2. Select Contributions.
3. Choose an active campaign.
4. Select Contribute.
5. Enter the amount.
6. Optionally add a note.
7. Enter the Service PIN.
8. Submit.

Expected result: the campaign contribution is blocked until the amount and Service PIN are complete.

CM-23 Redeem A Reward

1. Open Services.
2. Select Rewards.
3. Review the available points and reward catalog.
4. Choose a catalog item.
5. Enter the reference if required.
6. Submit the redemption.

Expected result: the app places the redemption into its processing state and prevents duplicate submits while in flight.

CM-24 Create, Edit, Or Delete A Budget

1. Open Services.
2. Select Budget Management.
3. Create a budget with category, limit, period, and icon.
4. Save the budget.
5. Edit the budget if needed.
6. Toggle the active state if needed.
7. Delete the budget if it is no longer needed.

Expected result: the budget module persists the budget change and refreshes the visible summary.

Profile, Security, And Support

CM-25 Update Personal Information And KYC

1. Open Profile.
2. Select Personal Information.
3. Update profile data and save.
4. Return to Profile.
5. Open KYC Documents.
6. Review current KYC status.
7. Choose document type and document number.
8. Upload a file.
9. Submit for review.

Expected result: the profile and KYC editors save independently and display updated status.

CM-26 Manage Native Security Settings

1. Open Profile.
2. Select Login & Security.
3. Use the local controls to:
4. set or update Service PIN
5. remove Service PIN
6. enable or disable biometric unlock
7. Refresh the server security status.
8. Use the server controls to:
9. require TOTP on next login
10. disable TOTP
11. enroll a 6-digit transaction PIN
12. enable or disable customer-portal mobile-only web login mode

Expected result: the security editor reflects both local-device settings and server-backed status.

CM-27 Approve A Customer-Portal Login From The Phone

1. Open Profile.
2. Select Login & Security.
3. Use the QR scan entry for customer-portal mobile web login approval.
4. Scan the portal request QR code.
5. Review the request details:
6. portal
7. browser
8. IP
9. note
10. Approve or deny the request.

Expected result: the phone acts as the approver for the browser login request.

CM-28 Manage Connected Devices

1. Open Profile.
2. Review the connected devices list.
3. Use refresh if the list is stale.
4. Remove a device session if needed.

Expected result: the selected device is revoked and disappears on refresh.

CM-29 Update Preferences And Appearance

1. Open Profile.
2. Open notification preferences and save any changes.
3. Open language and region and change:
4. language
5. display currency
6. date format
7. Open appearance and change:
8. show balances on dashboard
9. follow device theme

Expected result: the app saves the preference changes and reflects them in the UI.

CM-30 Use Support Links And Sign Out

1. Open Profile.
2. Open Help center and use the relevant support action.
3. Open Terms and privacy and verify the legal destinations.
4. Return to Profile.
5. Select Sign out.

Expected result: the app ends the active session and returns to the correct signed-out entry state.

Related Guides

1. Customer Mobile App Guide
2. Customer Mobile Capability Matrix
3. Customer Mobile App Screen-by-Screen Guide
4. Customer Portal Guide