The National Bank of Rwanda (BNR) has intervened to address operational problems with eKash, its newly launched digital payment system, following reports of delayed or failed transfers. Governor Dr. Soraya Hakuziyaremye announced the initiative after presenting the central bank's second Monetary Policy and Financial Stability Statement for 2026. Although the rejection rate had fallen below 2% by September, the BNR is now working directly with both sending and receiving financial institutions to trace stalled payments and determine whether they can still be completed.
The timing of the intervention reflects eKash's rapid expansion. Active accounts grew from 2.03 million in September 2025 to 10.3 million a year later, according to the National Bank of Rwanda's October 2026 financial sector report. Monthly transactions surged from 1.9 million to 28.9 million over the same period. The system has maintained an average transaction success rate of 97.8% since rollout, while the value of retail payments reached Rwf27.8 trillion in the first half of 2026, a 36% increase year-on-year.
The BNR has clarified its consumer protection requirements. When transactions cannot reach intended recipients, funds must be returned in a timely manner, the central bank said. Customers encountering unresolved problems can contact BNR through social media or the Intumwa chatbot, providing transaction details and payment service provider information. The regulator will then investigate whether the transaction can be completed or refunded.
Beyond payment delays, BNR Governor Hakuziyaremye addressed concerns about cyber fraud within Rwanda's expanding digital financial system. She distinguished between weaknesses in digital identity verification systems and social engineering scams, noting that most fraud cases currently involve fraudulent calls and schemes designed to trick customers into disclosing information. The central bank continues working with financial institutions and law-enforcement agencies to strengthen safeguards.