š¦ Why is my transfer delayed?
Transfers can take a little longer than usual for a few common reasons:
ā± Processing or compliance checks
Sometimes, NALAās banks or mobile money providers perform additional checks before releasing funds. This can happen when:
The recipientās account information needs verification.
The amount sent exceeds standard limits or triggers additional review.
š Most compliance reviews are completed within a few hours ā but in rare cases, they can take up to 48 hours.
š Recipient bank or mobile money delays
After NALA successfully sends your transfer, your recipientās bank or mobile network may experience temporary processing delays.
Examples include:
Bank maintenance or public holidays in the recipient country.
Downtime on local mobile money systems (e.g., M-PESA, MTN, Airtel).
Cross-border settlement delays (for transfers across currencies).
You can check system status updates or reach out to support if you suspect a delay on the recipientās side.
š³ Payment method delays
Transfers funded by cards or Apple Pay may take slightly longer to settle, especially on first-time transactions.
This ensures your payment is cleared safely before funds are released to your recipient.
ā ļø What happens when my transfer fails?
If your transfer doesnāt go through, the transaction status in the NALA app will change to āFailed.ā
Common reasons for failure include:
Invalid recipient details.
Declined cards used for payment of the transaction.
Recipient account limits reached.
Temporary network or banking issues during processing.
When this happens:
The transfer is automatically reversed, and your funds are refunded to your original payment method.
Refunds usually appear within 3ā5 business days, depending on your card issuer or bank.
š¤ What if my recipient hasnāt received the money?
If your transfer shows as āDeliveredā in the app but your recipient hasnāt received it, try the following:
Confirm that your recipient has checked their mobile money or bank balance. Wallet or Bank Account statements help greatly with this.
Double-check that the recipient details entered were correct.
If the transaction is still not received, contact NALA Support for a trace.
Our team can verify the transaction with our payout partners and confirm whether itās held up.
š§© What happens when a transfer is delayed?
When a transfer is delayed but not failed:
Your transaction is still in progress.
Youāll receive an in-app update once itās successfully delivered or refunded.
You can always check the latest status on the home screen under the transfers history.
If your transfer remains pending for more than 48 hours, contact Support with:
Your transaction reference number.
The recipientās name and country.
The amount sent.
Date of the transfer.
š ļø How to avoid transfer delays or failures
Double-check your recipientās details before sending.
Always use a verified payment method (bank account, Apple Pay, or debit card).
Keep your NALA app updated to the latest version.
Complete account verification to avoid compliance-related delays.
š¬ Need more help?
If your transfer is still delayed or failed, our team is ready to help. Click on Mama NALA on the app to get in touch with our support team.