What is the BNR doing about delayed eKash transfers?

The BNR is collaborating with financial institutions to identify and resolve the causes of delayed or failed eKash transfers and ensure timely refunds.

How is the BNR addressing cyber fraud concerns?

The BNR is working with financial institutions and law enforcement to strengthen safeguards against fraud, emphasizing that most cyber fraud cases are linked to social engineering and scams.

National Bank of Rwanda Addresses eKash Transfer Delays

The central bank is working with financial institutions to resolve issues with the eKash platform, ensuring timely refunds and customer confidence in digital payments.

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2026-10-09 · Updated 2026-10-09

The National Bank of Rwanda (BNR) is actively working with financial institutions to resolve issues causing delays or failures in eKash money transfers. Governor Dr. Soraya Hakuziyaremye stated that these interventions are crucial to maintaining confidence in the digital payment system, even as the rejection rate has fallen below 2%.

The BNR is collaborating with both sending and receiving institutions to identify the cause of stalled payments and facilitate their completion. This focus on reliability is particularly important as digital payments become more integrated into daily financial activities, where delays can create uncertainty for users.

Since its launch, the eKash platform has seen significant growth, with active accounts increasing from 2.03 million in September 2025 to 10.3 million in September 2026. Monthly transactions also surged from 1.9 million to 28.9 million during the same period, maintaining a success rate of 97.8%.

The central bank emphasizes that when a transaction cannot be completed, funds should be returned to the sender promptly, in line with Rwanda's consumer protection regulations. Users experiencing unresolved issues can contact the BNR through its social media or the Intumwa chatbot for assistance.

In addition to transfer issues, the BNR is also addressing concerns about cyber fraud, noting that most cases stem from social engineering and scams rather than weaknesses in digital identity systems like e-KYC. The bank is working with financial institutions and law enforcement to enhance safeguards against fraud, aiming to ensure that the convenience of digital financial services is matched by reliability and customer protection.

FAQ

What is the BNR doing about delayed eKash transfers?: The BNR is collaborating with financial institutions to identify and resolve the causes of delayed or failed eKash transfers and ensure timely refunds.
How is the BNR addressing cyber fraud concerns?: The BNR is working with financial institutions and law enforcement to strengthen safeguards against fraud, emphasizing that most cyber fraud cases are linked to social engineering and scams.