GoTyme Bank’s success has been built on challenging a common assumption about digital banking in emerging markets: that digital transformation requires removing the human element.
Instead, the South African bank – which officially rebranded from Tyme Bank in early 2026 – has developed what it describes as a “phygital” model, combining a digital-first platform with physical access points that help customers build trust, open accounts and receive support.
“Ultimately, what we always try to do is take away friction,” says Pontsho Ramontsha, head of corporate communications at GoTyme Bank. “For us to actually be where customers are, we couldn’t simply introduce ourselves as just a digital-first and digital-only bank.”
The results have been striking. Since launching in 2019, the bank has grown to 11.7 million customers in South Africa, supported by zero monthly fees, fast digital onboarding, competitive savings products and an expanding ecosystem of digital services.
Being a digital bank doesn’t exclude us from being as physically present and as focused on human interactions as possible
Pontsho Ramontsha
The bank’s distribution model remains one of its clearest differentiators. Through around 1,000 kiosks and 15,000 retail service points, customers can open an account, complete biometric KYC verification and receive an activated debit card in under five minutes. The model has helped GoTyme reach customers underserved by traditional banking, while retaining the convenience and scalability of a digital platform.
In 2025, GoTyme focused on deepening digital engagement and encouraging customers to move from using the bank primarily for savings to everyday transactions.
Simplicity, security and trust
A key priority was simplifying payments. The bank accelerated adoption of PayShap instant payments, offering free instant transfers up to ZAR5,000 ($305) and a flat ZAR7 fee above that level. The aim was to remove one of the biggest barriers customers face when using digital banking: the cost and complexity of moving money.
That focus on simplicity has continued through the development of GoTyme’s new app, built on lessons from previous customer journeys. Enhancements include unified payments, where the platform automatically selects the fastest and lowest-cost payment option, alongside stronger customer controls, including the ability to manage online, international and contactless card usage.
Security and trust remain central priorities. GoTyme has strengthened self-service tools while maintaining human support through retail ambassadors, call centres, digital channels and in-app assistance.
“Being a digital bank doesn’t exclude us from being as physically present and as focused on human interactions as possible,” says Ramontsha. “Knowing that we have so many either first-time bank users or people who are very much underserved by the wider banking industry, we realise ongoing engagement is necessary.”
The bank’s approach to financial inclusion extends beyond low-cost access. Its grant advance product, for example, provides an interest-free advance for social grant recipients, helping customers meet short-term needs without relying on high-cost informal lenders.
“As much as we’re focusing on attracting middle-income customers, what we have made sure of is that we don’t forget our ‘day ones’,” says Ramontsha. “We’ve been very intentional in making sure that we are serving the underserved and underbanked.”
By combining technology, affordability and accessibility, GoTyme has created a digital banking model built not just around acquiring customers but deepening financial inclusion and making everyday banking simpler for millions of South Africans.
