How do I cancel a transaction I have made?

The fastest way to request a cancellation is through the website or app.

 

How to request a cancellation:

 

 

After you request a cancellation, we will send an email to inform you if the request was successful. Unfortunately, we may not be able to refund a transaction after it has been been paid out.

 

How long does a refund take?

It usually takes up to 7 working days for a refund to credit back to you after we have cancelled the transaction. It may take longer depending on, how you have paid and/or your provider:

 

How do I know if my transaction has been cancelled?

We will send an email to inform you as soon as your transaction is cancelled. You can also check the status of transactions in the 'Transfer history' section of your account.

 

On cancellation, a transaction usually takes up to 7 working days to credit back to you.

 

Can I recall a paid transaction?

We can sometimes – but not always – recall mobile money and bank transfer transaction that have already been paid.

 

If you entered incorrect information while sending money, such as a wrong mobile money wallet number, we may try to recall the transaction for you. In cases like this, please contact SoleRemit as soon as possible.

 

Airtime Top up and Cash Pickup transfers cannot be recalled if the amount has already been already paid to the recipient.

 

Why are recalls not guaranteed?

To successfully recall funds, we must:

 

The recipient of the money must: