Sending money with NALA is a fast and convenient process. However, it's crucial to exercise caution to avoid errors. Unfortunately, NALA cannot issue a reversal if the transfer was sent to an incorrect recipient.
Can I cancel the transfer?
We understand that mistakes can be made. To cancel a transfer that has not yet been authorised:
Log in to your NALA account and find the transfer in question — it should be marked as "in progress". You can cancel your transfer if your money is on its way to us, or your money’s being processed and you have not authenticated the transfer.
If you send money to the wrong recipient we cannot initiate a refund. We remind you to double check the recipients information before initiating a transfer.
In cases where the transaction is still pending, we will be unable to cancel or reverse the transfer until we get its final status. The reason for this is that:
When you make a transaction, we immediately send it to our partner who then sends it to the bank or mobile account.
In some cases where this money has been sent and is pending, we are unable to determine whether it will fail or be successfully processed.
This means we cannot reprocess it to a different number or even refund it until we get word that the issue delaying it has been resolved.
Can NALA guarantee a refund for transfers to incorrect recipients?
NALA cannot ask for a reversal if a transfer was sent to an incorrect recipient. It's essential to double-check all transaction details before confirming any money transfers to avoid potential issues.
The good news is that we'll soon roll out name validation feature to help you confirm the name of the recipient before you confirm to send money.
NALA allows you to double-check the phone number you entered before confirming to send a transfer.
Remember: It's essential to double-check all transaction details before confirming any money transfers to avoid potential issues.