FAQ

How do I download the Eversend App?

You can download our app directly from the Google Play or App Store. We will soon have a USSD channel in some African countries to serve those without internet access.

Why do I need to verify my identity?

You need to verify your identity in order to use your Eversend account. This policy is in line with a finance regulation commonly known as 'Know Your Customer’ (KYC) and is the process of a business verifying the identity of its clients. It is simply an anti-corruption and fraud measure.

Until you have completed this step, you are not bound by Eversend’s General Terms of Service. Any card top-ups or bank transfers you send into your Eversend account before verifying your identity will be made at your own risk and are subject to applicable fees.

How do I verify my identity?

Go to 'Profile' under the 'More' section of our app, and verify your identity. You will need to take a picture of a valid government-issued photo ID and a picture of your face. We may request a copy of your legal right to remain in one of our supported countries (e.g. visa, residence permit). Some tips to ensure the identity verification goes smoothly:

  • Take a clear picture of your identity document, where every single detail is readable without any blur
  • Take the photos somewhere brightly lit
  • Turn flash off to avoid glare on your documents
  • Make sure the details on your Eversend profile match the details on your legal document
  • Make sure that your legal document has at least 3 months validity left on it
  • Do not take a picture of a picture

What countries are supported?

We are currently only supporting legal residents of Uganda, Kenya, Tanzania, Rwanda and some EU countries. We are launching in many more countries soon, stay tuned!

What is the age limit?

In order to open a Eversend account you need to be at least 18 years old.

Topping up by card

Open the Eversend app and tap 'Top up'. Add your correct card details including the 16-digit card number, expiry date and CVV code. Enter the amount you would like to top up and if successful, your top-up will appear instantly in your wallet!

We advise using your own card to top up your Eversend account. If someone else would like to add money to your Eversend account, they can send money to your account instantly via their Eversend app.

Click Top Up for currencies where we support mobile money like UGX and KES, enter the amount and tap Load Money, we will send a debit request to your default registered number. You can add more than one number for mobile money top ups, we will need to verify the number by SMS before we allow it for top ups.

What cards and currencies are supported?

You can top up your Eversend account with a debit or credit card in UGX, TZS, GBP, EUR, USD, AUD, CAD, CHF, CZK, DKK, HKD, NOK, PLN, RON, and SEK. We currently support Mastercard, Visa, and Maestro cards. Please note, credit card top-ups will be recognised as a normal card transaction, not a cash advance.

Will I be charged for topping up by card?

Topping up via debit or credit card will have a small cost. We are working to remove all top up fees.

Verifying my top-up card

Verifying your top-up card lets us know that the card you used to add money to your Eversend account is your own. We advise all users to do this in the app to help ensure your Eversend experience is as frictionless as possible. The first time you add a card to your Eversend wallet, we will limit it to a small amount until someone from our team reaches out to you to have it verified. Once it is verified, you will be free to use it in the app for larger amounts.

When will the money reach my Eversend account?

Your transfer usually arrives at your Eversend account within several hours but can take up to 1-3 working days. It can take longer from some countries so please be patient.

Topping Up By cash

Unfortunately, we don't accept cheques or cash deposits into your Eversend account. You can top it up by bank transfer, debit or credit card, and Apple or Google Pay.

Exchanging money via the Eversend app

You can exchange between in the Exchange section of the app.

Just enter the amount of money you would like to exchange on the top and the amount you will receive will appear in the box below. Click exchange, and that's it - your balance will be updated.

What foreign exchange rate will I get?

We will endeavour to provide the best rate we can for your cash exchanges. We are working hard everyday to get it as close to the interbank rate as possible.

Transaction Issues

Why has my top-up failed?

Some of the most common reasons are that you've had insufficient funds, input wrong card details (expiry date, CVC, billing address), or used an expired card. Please contact your card issuer directly as they might have declined our authorisation request for various reasons.

We also have a daily top-up limit for recently added top-up cards, so please wait until the next day if you have just added a new card and topped up successfully with it before. This daily limit will be increased automatically after a few top-ups.

Why is my top-up still pending?

Ideally, topping up by card should be instant. If your top-up is still pending, it’s likely that the funds will be reverted back to your bank account shortly.

Money Transfers

The recipient has not received the money

Please double-check the estimated arrival date of your transfer. Reach out to the Eversend support team if a mobile money transfer has taken more than 6 hours or if a bank transfer has taken more than 3 days to reach the recipient’s account.

If it turns out that the recipient’s details are incorrect, please contact our support team and we’ll look right into this for you.

I want to cancel a transfer

Please contact one of our support agents if you want to cancel a transfer. However, please be aware that we cannot guarantee its cancellation if the transfer has already been processed.

Are there any top-up limits?

Yes, reach out to us to let you know what your limit is. On some occasions, we may ask you to verify your source of funds.

I’m unable to verify my identity

If you are waiting for the verification result, please note that it can take anywhere between 10 minutes and 1 day for you to hear back from us. If your verification has failed, please try again and double-check that your images are clear and all document photos are readable without any blur or glare.

Please note that you must be 18 years or older to open a Eversend account.

I need to edit my personal details

If you have not verified your account yet, you can edit your personal details in the Profile section of the app.

Once your identity has been verified, you will be able to edit some of your details but not all. Please contact the support team should you wish to change any of this information.

I forgot my passcode

If you have forgotten your passcode to access the Eversend app, tap on ‘Forgot?’ in the login page of the app and follow the simple instructions to reset your passcode.

I want to terminate my Eversend account

We don’t advise closing your Eversend account as it can take a bit of time to set up a new account with the same mobile number. Eversend doesn’t charge you to keep an account open that is not in use.

However, if you would like to close your account you will first need to withdraw all of the funds in all currency wallets.

Sending money to another Eversend account

This is the best part of the app - easy, free and instant.

Inviting a friend

Please spread the word. You can easily invite your friends to Eversend by going to the 'More' section in the app, tapping 'Invite', and sharing in Whatsapp, email, messenger, SMS and multiple other ways.

Is my private information safe?

Yes, our policies and procedures are designed to protect both your confidentiality and the security of your information, including your personal information. We store and process your personal information using third-party servers located in secure data centres, that are protected by firewalls and have restricted access in compliance with applicable regulations. All data passed between Eversend mobile apps, our servers, and third parties are SSL encrypted.

What personal data do I need to submit to use Eversend?

The information we need in order to onboard you can include your name, phone number, email address, date of birth, identity documents, and card information. Among other things, we use your personal data to verify your identity, protect you against fraud, and provide you the Eversend services.

Media enquiries

Please write to us at media@eversend.co if you have any media enquiry. We'll do our best to get back to you as soon as possible.

Partnership enquiries

Please write to us at partnerships@eversend.co if you have any partnership enquiry. We'll do our best to get back to you as soon as possible.