Why are my settlements delayed?

Settlement delays can occur for several reasons, including transaction processing delays, network disruptions, or discrepancies between mobile network operators (MNOs) and payment systems.

Common causes include:

Delayed Transactions

Some transactions may take longer than usual to be processed due to high transaction volumes, system maintenance, or temporary processing backlogs.

Network Disruptions

Connectivity issues between payment platforms, banks, and mobile network operators can interrupt the normal flow of transaction data, resulting in delayed settlements.

Transactions Debited by the MNO but Not Collected

In certain cases, a customer's mobile money account may be debited successfully, but the transaction confirmation may not reach the merchant or payment platform. These transactions are typically identified during reconciliation and are either completed automatically or reversed according to the MNO's procedures.

Most delays are resolved automatically once connectivity and processing systems are restored. If your settlement remains outstanding beyond the expected settlement period, please contact our support team and provide the relevant transaction details for investigation.

What information should I provide when reporting a delayed settlement?

• Transaction ID or reference number
• Transaction date and time
• Settlement amount
• Merchant account details
• Mobile Network Operator (MNO) involved

Our team will review the transaction status and provide an update as soon as possible.