BNR Moves to Tackle Delayed eKash Transfers

• The National Bank of Rwanda (BNR) is actively collaborating with financial institutions to resolve delayed or failed eKash digital payment transfers.
• BNR Governor Dr. Soraya Hakuziyaremye confirmed operational issues with the new eKash platform but noted the rejection rate was below two percent by September.
• eKash has seen significant growth, with active accounts rising to 10.3 million and monthly transactions to 28.9 million by September 2026.
• Rwanda's consumer protection framework requires timely refunds for uncompleted eKash transactions, and BNR provides channels for customers to report issues.
• The BNR is also addressing customer-targeted fraud, distinguishing it from weaknesses in the payment infrastructure.

Rwanda’s consumer protection framework explicitly mandates that refunds for such uncompleted transactions must be processed promptly.

The National Bank of Rwanda (BNR) has launched a concerted effort with financial institutions to tackle persistent issues of delayed or failed transactions on the recently introduced eKash platform. Dr. Soraya Hakuziyaremye, Governor of the BNR, announced this initiative on Thursday during the presentation of the second Monetary Policy and Financial Stability Statement for 2026. The central bank's intervention aims to bolster confidence in digital payment systems, despite a reported rejection rate that had fallen below two percent by September.

Governor Hakuziyaremye acknowledged that operational challenges are common with the deployment of any new platform, confirming that instances still occur where funds sent via eKash do not immediately reach their intended recipients. To resolve these "Rwanda digital payment failures," the BNR is actively collaborating with both the originating and receiving financial institutions. This process involves meticulously tracing the stalled payments to determine their current status and whether they can still be completed, forming a crucial part of the broader BNR eKash delayed transfers resolution.

The urgency of the BNR's intervention is underscored by the rapid integration of digital payments into daily financial activities across Rwanda. The national digital payment system, eKash, has experienced remarkable growth since its inception. Data from the National Bank of Rwanda’s October 2026 financial sector report reveals a substantial increase in active accounts, soaring from 2.03 million in September 2025 to an impressive 10.3 million by September 2026.

This surge in user adoption is mirrored by a dramatic rise in transaction volumes, with monthly transactions escalating from 1.9 million to 28.9 million over the same period. Despite these Rwanda instant payment system issues with delays, eKash has maintained a robust average transaction success rate of 97.8% since its rollout. The platform's introduction has been directly linked to accelerated growth in digital payments, contributing to a 36% increase in the value of retail payments, which reached Rwf27.8 trillion in the first half of 2026, up from Rwf20.4 trillion in the corresponding period of the previous year. The system is designed to facilitate swift, convenient, 24/7 payments, enhance interoperability among providers, lower transaction costs, and stimulate innovation and competition within the financial sector.

A cornerstone of the BNR's strategy is ensuring robust consumer protection within the digital payment ecosystem. Governor Hakuziyaremye emphasized that customers should not incur losses when an eKash transaction fails to complete. Rwanda’s consumer protection framework explicitly mandates that refunds for such uncompleted transactions must be processed promptly. This commitment to eKash consumer protection refunds is vital for maintaining public trust.

To further assist users facing unresolved issues, the central bank has established direct communication channels. Customers can reach out to the BNR through its social media platforms or via the Intumwa chatbot, providing details of their specific transaction and the involved payment service providers. This allows the BNR to investigate the transaction's status, determine if it can still be finalized, or confirm that a refund is due, thereby reinforcing the BNR payment system intervention efforts. The central bank continues its collaboration with financial institutions to address any remaining rejected transactions and enhance the overall reliability of the platform.

While the BNR is diligently working to resolve operational glitches within the eKash system, its focus extends to other potential threats to digital payment security. Governor Hakuziyaremye clarified that the central bank is also concerned with instances of fraud that target customers directly, rather than exploiting inherent weaknesses in the payment infrastructure itself. This distinction is important, as the central bank's efforts to combat cyber fraud should not be misconstrued as an indication of vulnerabilities within digital identity systems. The overwhelming majority of eKash transactions are successful, with the rejection rate remaining below two percent, yet the regulator's proactive stance highlights its commitment to addressing all facets of digital payment security.

Financial institutions and businesses operating in Rwanda using eKash must ensure compliance with BNR's consumer protection framework for timely refunds on failed transactions. Lawyers should advise clients on the BNR's intervention and the available channels for resolving delayed eKash transfers, mitigating potential regulatory scrutiny and customer disputes.

Source: Original reporting via central bank statements and reports