Pending Transactions

Pending transactions refer to the status of your transfer when our system is actively working to initiate and process the transaction for its intended recipient. During this phase, your transaction is in progress, and our dedicated team is diligently ensuring that the funds are sent securely and efficiently.

How long will my transaction be pending?
Most transactions arrive in minutes, but some may take longer. If your transaction was sent less than an hour ago, we recommend waiting before inquiring. Unfortunately, we can't push the process faster. To check the status, log in to your app and go to Activities for details

What should I do if my transaction is pending for too long?
If a transaction remains pending for over 24 hours, contact support.

Will removing my card affect pending transactions?
No, removing a card will not affect any transactions that have already been processed or are pending.

Processing Transactions

Processing transactions simply means we hit a blocker while trying to process your transaction due to an issue with the receiving bank, card, or mobile wallet. The majority of the transactions in this transaction could go through, or they could be refunded back to your wallet. It is important to change the account details before initiating the transaction again if it is refunded, and also confirm the reason why the payment failed.

How long will my transaction be in processing?
Transfers arrive within minutes, but some may take up to 24 hours depending on network conditions and bank processing times. Processing times cannot be expedited or canceled. If your transaction was sent less than an hour ago, please check back after 2 business days.

What should I do if it's taking too long?
If your transaction remains in processing for an extended period beyond 2 business days, obtain a bank statement from the beneficiary and contact support.

Successful Transactions

Yep! The transaction was successful! Please contact your recipient to confirm that you received the value. In most cases, you can find the tracking number for that transaction on the Afriex app. You can send this to your recipient if the value is not received within 24 hours.

How do I know if my transfer is successful?
You will receive a confirmation notification in the app and via email once the transaction is successful. The recipient should also confirm receipt of funds in their bank account or Afriex wallet. You can also check the status of the transaction by navigating to the “Activity” section of the app.

What should I do if the recipient hasn’t received the funds?
Double-check the recipient’s details, and ensure the correct bank account or wallet was used, obtain a bank statement from the beneficiary and contact support.

Failed Transactions

A failed transaction can occur for various reasons, including insufficient funds, incorrect recipient details, card verification issues, or network disruptions.

What should I do if my transaction fails?
If your transaction fails, verify the recipient’s details, ensure you have enough funds and try again. If the issue persists, contact support.

Will I be charged for failed transactions?
No, charges are only applied to successful transactions.

What happens if I get charged?
Contact support with screenshots of the charges and the failed transaction.

Canceled Transactions

Can I cancel a transaction after I’ve sent it?
We can cancel a pending transaction if the sender reaches support quickly. However, processing and successful transactions cannot be canceled. The processing transaction cycle has to run its course.

Why was my transaction canceled?
Transactions may be canceled due to insufficient funds, incorrect recipient information, verification issues, exceeding transaction limits, or payment failure.

Will I receive a refund for a canceled transaction?
Yes, We typically issue refunds automatically for failed or canceled transactions, though processing times may vary.

How can I avoid future cancellations?
Confirm account details, ensure sufficient funds, and verify limits on the app before sending.

Refunded Transactions

How long does a refund take to process?
Refunds are typically processed within 3-5 business days, but the exact timing may vary depending on your bank.

Will I be notified when my refund is complete?
Yes, you will receive a notification in the app or via email once the refund is successfully processed.

Why did my transaction get refunded?
Refunds can happen due to failed transfers due to bank decline cases, incorrect recipient details, or verification issues.

How can I track my refund?
You can view the status in the app under your transaction history. If delays persist, contact Support.

Can I request a refund after funds have been sent?
Once a transaction is completed, it typically cannot be reversed. However, contact support for possible options if there’s an error.

Are there fees associated with refunds?
We do not charge for refunds; the full amount added to your wallet will be refunded back to you.

What happens if my refund fails?
If a refund fails, please contact support to assist in ensuring it’s reprocessed or resolve any underlying issues with the payment method.

What if my refund was sent to a closed account?
If a refund goes to a closed account, it typically returns to the sender's wallet. Contact support with proof of account closure status.

Can I request a refund if I mistakenly transferred to the wrong person?
Refunds for mistaken transfers aren’t guaranteed, but please contact support immediately. 

Will currency conversion affect my refund amount?
Refunds are usually processed in the original currency. If a currency swap occurs, it will affect the refund amount. We will swap back to the main currency your refund can be in and then refund you. Example: If you had $50 and swap $50 to naira and you now want a refund, we will swap that naira value back to usd and refund what is left. 
Note: Swap attracts a cost.

Can I receive a refund to a different account?
Refunds are usually sent back to the original payment method for security and processing reasons. If the original account is closed or inaccessible, please contact support.

I did a currency swap after my transaction failed. What will happen to my refund?
The refund value will change to the swapped value. Note: Swap attracts a cost.

I can’t wait 3-5 business days for my refund. Can it be expedited?
We process refunds as quickly as possible; you can opt for a cash-out option through the app for support regions. It is instant and hassle-free.