Security
Manage how you sign in and the devices linked to your wallet.
PIN and sign in
Extra protection
Biometric sign in
Face or fingerprint on your device
One time password (OTP)
For sign in on a new device
Step-up for large transfers
Confirm payments above RWF 100,000
Login alerts
Notify me of new sign ins
Devices and sessions
| Device | Location | Last active | Status | Action |
|---|---|---|---|---|
| Samsung A16 (this device) | Kigali, RW | Now | Trusted | Current |
| Web - Chrome | Kigali, RW | 2 hours ago | Trusted | |
| Unknown Android | Musanze, RW | 3 days ago | Not trusted |
Freeze wallet
Freezes immediately and opens a fraud case; unfreezing requires care (WAL-SUP-02).
Freeze your wallet
Stops money leaving, immediately, on your word alone
You do not need to prove anything to freeze your own
wallet. If you think something is wrong, freeze first and work it out afterwards. Nothing about
your balance changes and incoming money still arrives.
What a freeze stops
| Sending money | Blocked |
| Cash out at an agent | Blocked |
| Paying a bill or a merchant | Blocked |
| Bank transfer out | Blocked |
| Receiving money | Still works |
| Seeing your balance and statement | Still works |
| Loan auto-debit | Paused, no penalty while frozen |
Freeze it now
If you pick a fraud reason, a case opens with our fraud team at the same time and
someone calls you. It is not just a switch.
Your wallet is frozen
Frozen just nowNothing can leave your wallet. Your
RWF 184,250 is exactly where it was and money can still come in.
| Frozen at | Just now, by you |
| Reason recorded | I lost my phone |
| Fraud case | FRD-2026-2214, an analyst is assigned |
| You will be called | Within 30 minutes on +250 788 123 456 |
| To lift it | A step-up on a trusted device, or a call with care |
| Sessions | All other devices were signed out |
Change your PIN
Your old PIN, then a step-up, then the new one
Three things are needed, deliberately. Knowing the old
PIN is not enough on its own: a stolen unlocked phone would have that. The step-up is what stops
someone locking you out of your own wallet.
Avoid your year of birth, 1234, and any four digits that appear in your phone
number. Those three account for most guessed PINs.