Support and profile
Chat with us
Our assistant answers instantly and can hand you to a person.
Reporting fraud can freeze your wallet immediately while we
investigate (WAL-SUP-02).
Open a ticket
Your tickets
| Ticket | Topic | Status | Updated |
|---|---|---|---|
| TK-4471 | Failed bill payment | In progress | 2h ago |
| TK-4402 | Loan repayment date | Resolved | Yesterday |
FAQ and knowledge base
Browse all articlesHow do I raise my wallet limit?
Raise your KYC tier from the Account area. A higher tier unlocks higher daily send and balance limits.
Why is my bill payment still pending?
Most bills confirm within a minute. If the biller is slow to respond the payment stays pending and reverses automatically if it fails.
How is my loan repayment collected?
On MTN it is collected automatically on the due date under your pre-approved mandate. On Airtel you approve each instalment, and you can always repay early from your wallet.
How do I recover money sent to a wrong number?
If the recipient is not registered the money is held as a claimable voucher. Open a ticket and our team can help reverse an unclaimed transfer.
Beneficiaries
| Name | Type | Detail | Action |
|---|---|---|---|
| Eric Mugisha | Wallet | +250 789 234 567 | |
| Claudine Mukamana | Bank | Bank of Kigali - ****4412 |
Efashe Assistant
The bot answers instantly. A person is one tap away.
Assistant: Muraho Aline. I can help with
transfers, bills, loans and your limits. What do you need?
You are with Jeanne
Care team, Kigali - waited 22 seconds
Jeanne already has your context. She can see your
wallet, your open loan, the whole bot transcript and your ticket history, so you do not have to
explain yourself twice. A ticket was opened automatically by the handoff.
| Ticket opened by the handoff | TCK-2026-44902 |
| What she can see | Your wallet, loan, devices and the transcript |
| What she cannot see | Your PIN, and your full national ID number |
| Recorded | The whole chat, for your protection and hers |
Ticket raised
An agent has it now
TCK-2026-44902
TopicTransaction query
PriorityNormal
First response dueWithin 4 hours
Resolution targetWithin 2 business days
ChannelWallet portal, web
You will hear bySMS and in-app notification
ReferenceTCK-2026-44902
The SLA clock is running and it is visible to the agent too. If first response is missed it escalates to a supervisor without you having to chase it.
Callback booked
We will call +250 788 123 456. The promise is tracked to fulfilment, so if we miss the window it escalates rather than being forgotten.
| Reference | CB-2026-9107 |
| Window | Today, 16:00 to 17:00 |
| Language | Kinyarwanda |
| If we miss it | Escalates to a supervisor automatically |
Report a transaction
Something on your statement you did not authorise
Freeze your wallet first if you think someone has your
PIN. You can do that yourself in Security, immediately, without waiting for us.
The fraud analyst works from this, so it needs a line.
This opens a fraud case, not just a ticket. An analyst is assigned, the
counterparty may be frozen while it is looked at, and you will be called. Reporting something you
did in fact authorise is itself an offence, so be sure.
Fraud case open
Analyst assigned| Case | FRD-2026-2218 |
| Transaction | RWF 40,000 cash-out, Agent 4471 |
| Opened | Just now |
| Priority | High, 1 hour first response |
| Agent 4471 | Under review, their float is held |
| You will be called | Within the hour |
| Provisional credit | Decided within 5 business days |
Your money is not written off. If the case goes your way the amount is
reversed to your wallet. Nothing is decided against you without someone speaking to you.
Your profile
One identity across the wallet, the marketplace and any loan
This is one record, not three. Your name and number are
held once by Efashe and read by every part of the platform, so a change here changes it everywhere
rather than leaving three versions of you.
Changing this needs a code on both the old and the new number, in Security.
Takes effect immediately, including on SMS.
Masked. Care agents cannot see it in full either.
Close my account
Only possible with a zero balance and no open loan
Verified identifiers
Numbers and accounts we have checked and attached to you
| Identifier | Type | Verified | Used for |
|---|---|---|---|
| +250 788 123 456 | Mobile, MTN | Yes, by OTP | Sign in, and this is your wallet number |
| 1 1993 8 •••• 21 4 | National ID | Yes, against NIDA | KYC tier 2, and lending |
| Bank of Kigali 000 4471 2298 01 | Bank account | Yes, name matched | Withdrawals to bank |
| aline.uwase@example.rw | Not verified | Receipts only, until verified |
One identifier belongs to one person. A number already attached to another
active account cannot be attached to yours, which is what stops two people sharing an identity.
Close your Efashe account
We will do it, but not while money or obligations are still attached to it. Closing with a balance would leave your own money stranded.
| Condition | You | State |
|---|---|---|
| Primary wallet balance | RWF 184,250 | Must be zero |
| Savings goals | RWF 320,000 | Must be emptied |
| Open loan | LN-2026-8814, RWF 85,400 owed | Must be settled |
| Open dispute or fraud case | None | Clear |
| Pending marketplace order | None | Clear |
Your records are not deleted when the account closes. Transaction
history has a ten year retention floor under financial regulation. Closure stops the account being
used; it is not an erasure, and we will not pretend it is.
The close button switches on by itself once
all five conditions are clear.
Add a verified identifier
A bank account or a second number is verified before it is attached, so it can be used for payouts without a second check every time.