Frequently Asked Questions

Creating an account is simple and free:

1. Visit our website or download the AfriRem app
2. Click "Sign Up" and enter your full name, email address, and phone number
3. Verify your email and phone number with the OTP sent to you
4. Set a strong password and complete your profile

KYC (Know Your Customer) is a regulatory requirement to prevent fraud and money laundering. AfriRem uses a stepwise verification system:

• Level 1 (Basic): Email + phone verification — allows transactions up to $20
• Level 2 (Full): Government ID + selfie verification — unlocks higher limits and full features

Full verification is required for larger transfers and is usually completed within 24 hours.

To reset your password:

1. Click "Forgot Password" on the login page
2. Enter your registered email address
3. Check your inbox for a password reset link
4. Follow the link to create a new password

Sending money is easy:

1. Log in to your AfriRem account
2. Select "Send Money" from the dashboard
3. Enter the amount you want to send
4. Choose the recipient's country (Rwanda, Kenya, Tanzania, Uganda, etc.)
5. Enter recipient details (name, phone number or bank account)
6. Review the fees and exchange rate, then confirm
7. Complete the payment using your preferred method

Transfer times depend on the destination and payout method:

• Mobile Money (M-Pesa, Airtel Money, etc.): Usually within 2-5 minutes
• Bank Transfer: Typically within 1-2 hours, but may take up to 24 hours depending on the receiving bank
• Cash Pickup: Available within minutes at partner locations

If you notice an error before confirming the transaction, you can edit the details. Once the transfer is completed, we cannot reverse it.

If the transfer is still pending, contact support immediately at support@afrirem.com with your transaction ID. We will try to cancel or correct the transfer.

You can track your transaction in real-time:

• Log in to your AfriRem account
• Go to "Transaction History"
• Click on the specific transaction to see its status
• You'll receive email and SMS notifications at each stage

AfriRem charges a transparent, competitive fee structure:

• Transfer Fee: Starting from $0.99, typically 0.8% of the transaction amount (capped at $8)
• Exchange Rate Margin: A small margin is applied to the mid-market rate, clearly displayed before confirmation
• No hidden fees: What you see during confirmation is exactly what you pay

We use real-time mid-market rates from global financial markets, then apply a small margin to cover operational costs. The final rate is always displayed before you confirm your transaction.

• Rates update every few minutes
• You can lock in a rate for 60 seconds during confirmation
• No surprise charges — the rate shown is the rate you get

Yes, limits depend on your verification level:

• Level 1 (Basic): Up to $20 per transaction / $100 monthly
• Level 2 (Full): Up to $5,000 per transaction / $20,000 monthly
• Corporate/Business Accounts: Higher limits available upon request

Absolutely! AfriRem takes security seriously:

• 256-bit SSL encryption for all data transmission
• Two-factor authentication (2FA) available
• Regular security audits and penetration testing
• Funds held in segregated accounts with partner banks
• Real-time fraud monitoring systems

We use your data only for legitimate purposes:

• To verify your identity (KYC requirements)
• To process your transactions
• To prevent fraud and comply with regulations
• To communicate with you about your transfers

We never sell your personal information to third parties. For full details, see our Privacy Policy.

Once a transaction is successfully completed and the recipient has received the funds, it cannot be reversed. Refunds are only issued in specific cases:

• Failed transactions: If the transfer fails due to technical issues
• Duplicate payments: If the same transaction was processed twice
• System errors: If an error on our platform caused the issue

If a transaction fails, we automatically initiate a refund:

1. The status will show as "Failed" in your transaction history
2. We will refund the full amount (including fees) to your original payment method
3. Refunds typically take 3-10 business days depending on your bank or card issuer

Our support team is here to help 24/7:

• Email: support@afrirem.com (include your transaction ID if applicable)
• Live Chat: Available in the app and website
• Phone: +1 (555) 123-4567 (Mon-Fri, 9AM-6PM EST)

We typically respond within 24 hours on business days.