Why hasn't my recipient received their money?

Most transfers arrive quickly, but occasionally there's a delay. Here are the most common reasons and what to do about each one.

Is the transfer still processing?

Bank transfers can take 1 to 2 business days to reflect on the recipient's account. Mobile money transfers are usually faster, but can also take longer during busy periods. You can check the expected delivery time (Date Available) for your transfer in the app.

Could a public holiday be causing a delay?

Receiving banks don't process most transfers on public holidays. If your transfer was sent around a holiday, it may arrive once the bank reopens.

Is the recipient's wallet inactive or full?

Some mobile money wallets have receiving limits or can become inactive. This may delay the delivery of the transfer. Ask your recipient to check their wallet status with their provider and make sure they have enough capacity to receive the amount.

Is there a provider outage?

Occasionally a mobile money or bank provider experiences a temporary outage. Your money is safe and will be delivered as soon as the service is restored. You'll receive a notification in the app when it goes through.

Still not sure what happened?

Contact our support team through the app with your transfer reference number and we'll look into it for you.

Still need help? Contact our support team through the app.