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Why was my transfer not delivered?

This article outlines what happens when a transfer has failed or is unsuccessful.

Updated over a week ago

For any unsuccessful transfers, we will try to reprocess them three times with different providers within 1 hour of them being created.

If we continue to be unsuccessful, we will refund the funds back to the same method you used to pay for the transaction (Bank, card or NALA wallet). More information on refund timelines here.

Below are a few of the reasons as to why the transfer might have failed:

  1. An issue with our providers - we use local payout providers in each recipient country to facilitate our transfers. Occasionally there are issues outside of our control. In this Instance we will always retry the transaction using a different provider.

  2. An incorrect phone number or bank account number was entered. Double-check that you have the right details entered.

  3. The recipient's name used does not match that registered in the bank. Ensure the name of the recipient matches the bank's record while creating the recipient. See more here on how to create a recipient.

  4. The recipient's number is not registered for mobile money transfers with Telco. Confirm this with the recipient before making the transfer.

  5. The recipient account has reached the maximum account limits i.e maximum account balance or maximum daily transaction value. Read more about limits here

  6. There's a technical issue with the beneficiary's bank or telco.

If a transaction is unsuccessful we will inform you of the following:

  • Why the transaction failed

  • Confirmation that the refund process has begun.

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