1. Verify Your Account Balance
A money transfer will fail if your available balance does not cover the full transfer amount plus all applicable transaction fees.
To check and verify your balance:
Open the Neema app and view your main dashboard.
Ensure your total available funds exceed the combined total of the transfer amount and transaction fee.
Balance can be held in any available currency within the app
2. Resolve "Oops! Something went wrong" Technical Errors
If the Neema app displays a general error message stating "Oops! Something went wrong", follow these exact troubleshooting steps:
Update the app:
Delete the Neema app from your mobile device. Download and install the latest version from the App Store (iOS) or Google Play Store (Android).
Don't worry, the money will be saved in your account even after you delete the app from your device.
Delete the saved contact:
Open the Neema app,
Go to "Send"
Select the saved contact from the list
Delete the recipient contact.
Create a new contact: Tap "New transfer" and create a new contact
Enter exact legal details: Enter the recipient's full legal name and surname exactly as it appears on their official government-issued ID.
Re-enter transfer information: Enter the correct phone number and all required payout details for the recipient.
Verify recipient account status: Confirm directly with the recipient that their bank account or receiving wallet is active and eligible to accept funds.
Re-submit the transfer: Confirm that all details are accurate and attempt the transfer again.
3. Make sure the profile verification is completed (EKYC process)
In some cases the money transfer cannot be processed if your Neema account profile verification is incomplete.
To complete your identity verification:
Open the Neema app.
Tap Profile.
Select Settings.
Tap Account Verification and follow the on-screen instructions.
In certain instances, digital verification is insufficient and you will need to complete a face-to-face identification. You may be required to visit an official Neema physical location to complete an in-person, face-to-face verification with a Neema staff member
4. Check Daily, Monthly, Quarterly and Yearly Sending Limits
A money transfer will fail if you have exceeded your maximum allowed sending limit for the current day, month, quarter or year
When a limit is reached, the Neema app displays a notification stating that your sending limit has been reached.
You must wait for the current calendar period (day, month, quarter, year) to reset before initiating another transfer.
International sending limits are strictly enforced by regulatory protocols. Neema Customer Support cannot manually increase or extend sending limits upon request.
5. Address Restricted Destinations (Error Code 8264)
If your transfer attempt generates Error Code 8264, it indicates that outgoing transfers to that specific destination country have been temporarily restricted by Neema.
Reason for Error Code 8264
Error Code 8264 is applied as part of enhanced security measures, continuous monitoring processes, and fraud prevention protocols (such as temporary suspensions on outgoing transfers to certain regions).
Steps to Request Approval for Error Code 8264
To gain authorization to send money to a destination restricted by Error Code 8264, you must complete a manual review process:
Complete Profile Verification: Ensure your Neema account verification is fully completed in the app:
Open the Neema app.
Tap Profile.
Select Settings.
Tap Account Verification and follow the on-screen instructions.
Submit Required Information: Send detailed written answers to the following four questions to Neema Support:
To which country are you attempting to transfer funds?
What is your relationship with the beneficiary?
How did you become acquainted with the beneficiary?
Do you intend to make additional transfers in the future to other beneficiaries in Africa?
Provide Official Supporting Documentation: Provide clear copies of official supporting documents corresponding to your relationship type:
Relationship / Transaction Type | Required Official Supporting Documentation |
Family / Spouse | Official Marriage Certificate, Birth Certificate, or official population registry extract. |
Acquaintance / Friendship | Official documentation or verifiable context substantiating your connection or the reason for financial assistance. |
Other | Official receipt, legal document, or formal agreement supporting the stated transaction reason. |
Once the Neema support team receives and completes the review of your answers and official documentation, your transfer request will be processed as quickly as possible.
What to Do If None of These Reasons Apply
If you have checked your balance, updated the app, verified your profile, confirmed your limits, and are not receiving Error Code 8264, but your money transfer still fails, you must contact a Neema Support Agent.
Our support team will inspect your account log directly to determine the exact cause of the transfer failure.
How to Contact Neema Customer Support
Contact Neema Support via In-App Chat: Open the Neema app, go to Profile, tap Help & Support, select Start Chat and request to talk to a human agent