The National Bank of Rwanda (BNR) is addressing issues with delayed or failed eKash transfers, working with financial institutions to resolve cases. BNR Governor Dr. Soraya Hakuziyaremye stated that the central bank is committed to ensuring confidence in digital payments. The eKash platform, launched recently, has seen a significant increase in usage, with active accounts rising from 2.03 million to 10.3 million.
The BNR's second Monetary Policy and Financial Stability Statement for 2026 was presented on Thursday. Dr. Hakuziyaremye noted that while the rejection rate has fallen below 2%, the central bank is working to address operational issues. The eKash system has maintained an average transaction success rate of 97.8% since its rollout. Monthly transactions surged from 1.9 million to 28.9 million between September 2025 and September 2026.
The National Bank of Rwanda's financial sector report linked eKash's rollout to faster growth in digital payments. The value of retail payments reached Rwf27.8 trillion in the first half of 2026, a 36% increase from Rwf20.4 trillion during the same period last year. Rwanda's National Instant Payment System aims to enable fast, convenient payments and improve interoperability between payment providers.
When an eKash transfer fails, BNR says customers should not bear the loss. The central bank requires refunds to be handled in a timely manner. Customers can contact BNR through social-media platforms or the Intumwa chatbot to report unresolved issues. BNR will then investigate and determine whether the transaction can be completed or if funds should be refunded.
The central bank continues to work with financial institutions to address remaining rejected transactions and improve the platform's reliability. Dr. Hakuziyaremye emphasized that the regulator is focusing on what happens when digital payments do not work as expected. As more customers move to digital platforms, the central bank is also addressing the risk of fraudsters exploiting customers.
BNR's Governor noted that cyber fraud cases are mainly linked to social engineering and scams, rather than weaknesses in digital identity systems like e-KYC. The central bank is working with financial institutions and law-enforcement agencies to strengthen safeguards against fraud. e-KYC aims to securely verify and onboard customers digitally.
The challenge of delayed transactions and customer-targeted fraud highlights the need for Rwanda's digital financial system to balance convenience with reliability and protection. BNR's response aims to ensure customers can use digital services with greater confidence, knowing that mechanisms are in place to address failed transactions and emerging digital risks.
Key points
- The National Bank of Rwanda is working to resolve cases of delayed or failed eKash transfers.
- The eKash platform has seen significant growth, with active accounts rising from 2.03 million to 10.3 million.
- BNR requires refunds to be handled in a timely manner when eKash transfers fail.