Tutorials

What Do You Do When Your Transactions Fail

When it comes to sending money to Africa, over 90% of transactions on the Afriex platform go through in two seconds. The rest are completed in five minutes.

While we have a transaction success rate of over 98%, occasionally, cases may arise where in the course of money transfers, transactions fail.

Many times, this is caused by failure from a financial service partner’s end. At Afriex, we have set up mechanisms to detect this once it happens instantly. This is followed by an immediate reversal. Once you notice that a transaction didn’t go through, do not panic, our reversal policy ensures that you’ll get your money back shortly after.

While we have a strict 24-hour reversal policy for failed transactions, most such transactions are reversed instantly, thereby eliminating delays or the need to contact customer support. Reversed transactions are credited to customers’ wallets in the currency of the initial recipient. For US, UK, and Canadian customers, here’s how to initiate a transaction from your Afriex wallet:

Step 1: Sign in to your Afriex account.

Step 2: Go to the Wallet Tab to check your wallet.

Your money would have been added to your wallet.

Step 3: Go back to the send screen and input the amount you’d like to send.

Step 4: Click on the Send Now button.

Step 5: Click on Send to Bank.

Step 6: Select the recipient’s bank account and click on the review button.

Ensure that you have added the recipient's account number on Afriex. To learn more about how to add a recipient account number, watch this tutorial.

Step 7: Click on the Send button.

Step 8: Click on the Ok Thanks button.

Step 9: Go to the wallet tab and check your wallet.

The amount you sent would be deducted from your wallet.

Here’s a step-by-step video guide.

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Our partners include: Evolve Bank & Trust, VentureGarden Group, United Bank for Africa (UBA), Visa, Cellulant and MFS Africa.