Customers have welcomed Rwanda's new National Digital Payment System (eKash) for reducing the cost of transfers between banks and mobile money providers to a flat fee of Rwf20 per transaction. However, many say technical glitches and unclear transaction procedures have made it difficult to transfer money from bank accounts to mobile money wallets and vice versa. ALSO READ: eKash harmonises Rwanda's bank, mobile payments The system, which became operational on July 14, integrates banks and electronic money providers into a single interoperable payment platform, allowing customers to move money across financial institutions using their existing banking and mobile money channels. Despite the promise of faster and cheaper transactions, users say both the old and newly introduced transfer options have presented challenges, with some transactions failing and others still attracting the previous charges instead of the new Rwf20 fee. ALSO READ: Rwanda rolls out system ending fragmented digital payments Ange Umulisa, a boutique owner at CHIC in Kigali, said she uses both Ecobank and Goshen Finance and has been experiencing issues for the past few days. “The previous process still works for Goshen but not for Ecobank. I can transfer money from Mobile Money to my bank account, but I have not been able to move money from my Ecobank account back to my Mobile Money wallet since the system was introduced,” she said. According to her, Ecobank advised customers wishing to transfer money from their bank accounts to Mobile Money wallets to use the bank's eKash transfer service, while transfers from Mobile Money to bank accounts should continue through MTN Mobile Money. “However, attempts to use the recommended USSD code repeatedly returned a message indicating that the PIN entered was incorrect. Even after trying the eKash option under the 'More Services' menu, the same error persisted,” she said. “I don't even know which PIN the system is asking for. We need clearer and simpler guidance because many people are confused by the new process.” ALSO READ: How Rwanda's digital payment system, eKash is driving financial inclusion Similar concerns were raised by other customers, who said they have also encountered difficulties transferring money from their bank accounts to Mobile Money wallets. Jean Baptiste Tuyishime, a BPR customer in Rwamagana District, said the USSD code he had previously used to transfer money from his bank account to Mobile Money no longer works. “I'm used to transferring money from my bank account to Mobile Money using *150*3*4#, but it's no longer working. When you call the bank they insist that we use the new way which is not working,” he said. Another customer said the option previously used to transfer money from Bank of Kigali to MTN Mobile Money account had stopped working despite several attempts. Others said they were confused by the new PIN requirements. ALSO READ: Rwanda's National Digital Payment System “I used the new transfer option, but it kept saying the PIN was incorrect. I don't know which six-digit PIN the system is asking for. We were told we don't need to register anywhere to use the new service, yet some transactions keep prompting me to register for USSD,” said Gentil Uwiringiyimana, a resident of Kayonza District. Despite the challenges, users have praised the decision to charge a flat Rwf20 for interoperable retail transactions, describing it as a ‘significant’ reduction that could encourage greater use of digital payments once the transition issues are resolved. The Rwf20 fee is a great improvement. If the technical issues are fixed and people understand how to use the system, I believe many more people will embrace it. Although we are seeing that most of the mobile money charges are still normal,” said Tuyishime Many users said that they are not opposed to the new system itself but are calling for clearer instructions, consistent processes across institutions and prompt resolution of the issues preventing some transactions from going through.
