GoTyme Bank has outlined a deliberate evolution in its retail distribution strategy. Over the next two years, the bank will progressively retire its kiosk network within Pick n Pay stores, with full withdrawal scheduled by March 2026.
Concurrently, GoTyme will deploy a new generation of mall-based Customer Hubs, which will become the primary component of its updated physical service model.
This transition reflects observed shifts in customer behaviour since the kiosks were first introduced seven years ago.
As digital adoption has accelerated and shopping patterns have evolved, the original kiosk model no longer fully aligns with current preferences.
Nolwazi Nzama, Executive for Customer Experience and Operations at GoTyme Bank, explained that these developments necessitate a revised physical touchpoint strategy to continue serving the bank’s nearly 12 million customers nationwide effectively.
Rationale for Retiring Pick n Pay Kiosks
The Pick n Pay kiosks played a foundational role in GoTyme’s early expansion, enabling rapid account onboarding and bringing banking services into underserved communities.
This accessibility was critical in bridging the digital divide and establishing the bank’s market position.
However, seven years of operational experience and changing consumer patterns have prompted the decision to phase them out.
Key factors driving the change include:
- Increased digital adoption, with the majority of customer interactions now occurring through the mobile app and online channels.
- Shifts in shopping behaviour toward different retail environments, reducing footfall at certain Pick n Pay locations.
- The need for more comprehensive, service-oriented physical touchpoints that address complex needs beyond basic onboarding and transactions.
While the kiosks will be fully withdrawn from Pick n Pay stores by March 2026, GoTyme will maintain its kiosk presence in TFG and Boxer stores to preserve nationwide accessibility and convenience.
READ ALSO:Why TymeBank Rebranded as GoTyme Bank in South Africa
Introduction of Mall-Based Customer Hubs
The rollout of Customer Hubs will commence in March 2026 across key shopping malls in South Africa.
Unlike the current kiosks, which primarily supported account onboarding and basic transactions, the hubs will provide a more comprehensive, service-oriented experience.
Dedicated staff will offer:
- Personalised assistance for account management and product enquiries.
- Resolution of complex issues that require human intervention.
- On-site debit card issuance and immediate activation.
- Support for higher-value or specialised needs, including account upgrades and financial guidance.
The hubs are strategically located in environments where customers already spend significant time, enabling banking services to be delivered in convenient, familiar settings.
This approach enhances engagement while maintaining the bank’s commitment to physical accessibility.
Continuation of the Pick n Pay Partnership
The broader partnership with Pick n Pay will remain intact. Pick n Pay will continue functioning as a cash-in and cash-out partner, allowing GoTyme customers to deposit and withdraw funds at store tills. This ensures essential cash services remain widely available.
However, the double Smart Shopper points benefit for GoTyme cardholders will conclude on 31 March 2026. Customers will retain full access to core cash-handling capabilities through participating Pick n Pay locations.
Alignment with GoTyme’s “Phygital” Strategy
The updated retail model forms part of GoTyme Bank’s long-term “phygital” strategy, which integrates digital convenience with physical accessibility.
The new Customer Hubs represent an investment in more meaningful customer engagement, recognising that while digital channels handle the majority of activity, certain interactions such as complex account resolutions and onboarding support require in-person assistance.
The transition does not reduce GoTyme’s physical presence; it modernises it. The combination of new mall-based hubs, retained kiosks in other retail partners, and a robust digital platform ensures customers can access services in the manner and location they prefer.
This redesign follows the bank’s February 2026 rebrand from TymeBank to GoTyme Bank, aligning its South African operations with its global identity.
The physical network evolution represents the next major phase in this broader strategic transformation.
Looking Ahead
GoTyme Bank’s decision to phase out Pick n Pay kiosks by March 2026 and introduce mall-based Customer Hubs reflects a strategic response to evolving customer behaviour and digital adoption trends.
The move modernises the bank’s physical footprint while preserving accessibility through retained kiosks at other partners and continued cash services at Pick n Pay.
By investing in more comprehensive, service-oriented hubs, GoTyme strengthens customer engagement, supports complex needs, and reinforces its “phygital” approach to inclusive banking.
This transition positions the bank to deliver secure, convenient, and customer-centric services in a rapidly changing environment.
For the most current details on hub locations and rollout timelines, consult official announcements from GoTyme Bank.
Pick n Pay Overview
Pick n Pay is a major supermarket group operating grocery, clothing, and liquor stores across Southern Africa.
The Pick n Pay app allows customers to shop online, access promotions, and manage Smart Shopper rewards. Pick n Pay online enables home delivery or click-and-collect services.
Pick n Pay near me helps customers locate the closest Pick n Pay supermarket, including speciality outlets like Pick n Pay Liquor stores.
Pick n Pay Panorama refers to a specific branch located in the Panorama area. Pick n Pay closing time varies by branch, so customers should check their local store hours via the app or website.
Ronnie Paul is a seasoned writer and analyst with a prolific portfolio of over 1,000 published articles, specialising in fintech, cryptocurrency, climate change, and digital finance at Africa Digest News.
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