We understand that mistakes can be made. To address this issue, to cancel a transfer that has not yet been authorized:
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 or do not wish to continue the transaction, get in touch with Mama NALA via the in-app chat. For reversal requests, we will reach out to our banking partner to log in a reversal request for the transfer. It may take a few days to reverse the transfer as it involves a number of different parties. Also, we might not be able to reverse the transfer if the recipient has already utilized the funds.
For failed transactions, we could either reprocess it to a new number or refund the money to your account. Refunds are usually posted within 3 - 5 business days but, in rare cases, it can take up to 28 business days. This depends on the type of payment method used and your bank's relationship with our debit card processor.
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.
But in these cases, we escalate these issues to the partner to try to get the issue resolved as fast as possible.