Struggling with Cash Send

Hello Absa. I'm having a problem withdrawing money from a 'cash send' that was sent to me. I was asked for a 10 pin number (which i had received in an SMS), thereafter I was asked for an "access code" which I did not receive. I asked the sender about an access code and they havnt received one either. I'm not sure which way to go from here. Can someone kindly get back to me to assist further?

Thanks Sumaya