💡 Your transfer should normally arrive within minutes. If it’s been over 48 hours, here’s what to check and how to get it resolved quickly.
🕐 Step 1: Check your transfer status in the NALA app
Open your NALA app.
Scroll to the Transfers history on the homescreen.
Tap the delayed transfer to see its current status:
In Progress → Still being processed.
Completed → Funds have been sent to the recipient.
Failed/refunded → The transfer didn’t go through and will be refunded.
If your transfer still shows as Pending after 48 hours, proceed to Step 2.
🔍 Step 2: Confirm your recipient’s details
Double-check that the recipient details you entered are correct:
Correct mobile money number or bank account.
Accurate recipient name (as registered with their bank or wallet).
Correct country and currency.
Any mismatch can delay processing until NALA’s payout partners verify or reject the transaction.
🏦 Step 3: Check for recipient-side delays
Sometimes, the delay happens after NALA has released the transfer.
This can be caused by:
Bank or mobile money network downtime.
Public holidays or maintenance in the recipient country.
Currency settlement delays for certain destinations.
Ask your recipient to confirm with their bank or mobile money provider if the funds have been received.
💬 Step 5: Contact NALA Support
If the transfer is still pending after 48 hours and all details are correct:
Open the NALA app.
Tap Mama NALA → Chat with Support.
Share the following:
Transaction reference number.
Recipient name and country.
Amount sent and date of transfer.
Our team will investigate the delay with our partner banks and update you as soon as possible.
🧭 Tip: How to avoid future delays
✅ Always confirm your recipient’s details before sending.