Understanding a transaction status

The statuses

• Completed: the money was debited and credited. A receipt is available.
• Processing: Kasapay is waiting for an external confirmation (mobile-money operator, bank). Nothing to do; check back later.
• Pending / Under review: the transaction is held for a compliance check, usually for large amounts. It is released or cancelled after review, generally within the business day.
• Failed: the operation did not go through; any blocked amount is returned to your account.
• Cancelled: cancelled by you (revert window) or by Kasapay after review.

"My money hasn't arrived"

1. Open the transaction detail and check the status and reference.
2. For a mobile-money deposit, check that the operator request was validated on your phone.
3. If the status is Completed but the recipient sees nothing, they should check the right account (USD or CDF) and refresh.
4. If nothing changes after one hour, send the reference to support from the number registered on your account.