In a performance update issued on August 5, BNR Governor Soraya Hakuziyaremye said eKash has maintained an average transaction success rate of 98.6%, highlighting the growing use of interoperable digital payments across Rwanda’s banking and mobile money ecosystem.
The central bank boss also revealed that the number of active users of interoperable digital payment services increased by 166% within weeks of the launch, rising from 740,787 users during the corresponding period in June to 1,971,522 by the end of July.
The central bank attributed the strong uptake to public confidence in the new payment system and thanked customers for their trust and constructive feedback, noting that user input has helped identify areas requiring further refinement.
While the majority of transactions have been completed successfully, NBR acknowledged that some customers experienced delays and failed transactions during the initial rollout.
The regulator said participating financial institutions and the system operator are working under its oversight to resolve the issues, with ongoing measures aimed at strengthening system performance and improving customer service.
“NBR acknowledges the positive response to eKash and thanks the public for their continued trust and constructive feedback, which has contributed to the ongoing improvement of the service,” the governor said in a statement.
She added that a nationwide public awareness campaign is underway to help the public better understand the interoperable instant payment system and the changes it introduces.
Customers who experience challenges while using eKash have been encouraged to first contact their bank or mobile money provider for assistance.
“If the issue is not resolved, they may submit a complaint to the National Bank of Rwanda through the Intumwa chatbot, available via SMS (6005), WhatsApp (+250791700721), and NBR website and official social media platforms,” the governor added.
Launched nationwide on July 14, the unified national digital payment system enables instant person-to-person transfers between bank accounts and mobile wallets across licensed financial institutions, regardless of the service provider.
The interoperable platform allows customers to transfer money from a bank account to a mobile wallet, from a mobile wallet to a bank account, or between accounts and wallets held with different financial institutions without opening new accounts or downloading additional applications.
NBR has capped the maximum transfer amount at Rwf 10 million per transaction, while the highest fee that financial institutions can charge customers is Rwf 20 per transfer, although providers are free to charge less or waive the fee altogether.
The central bank expects eKash to strengthen Rwanda’s payment ecosystem by making digital transactions faster, more accessible and affordable, while advancing financial inclusion across the country.
Governor Hakuziyaremye affirmed that the regulator will continue working with banks, electronic money issuers and other stakeholders to ensure eKash delivers a secure, reliable and seamless payment experience for all users.
Leave a Reply