Neema is a mobile account and it behaves like a regular bank account.
Sometimes international transfers are not successful, just like real banks. When the transfer has failed, either immediately or after a few days, then the funds are automatically returned to your dollar account. They are never on hold by Neema. Either they are in the destination country or they are back in your account.
If this happens immediately then you will need to log out and log back in to see the credit to your USD account.
You will know that the transfer has failed when you get a second text message or look at the status of the transfer in your recent activity and it is DECLINED. Sometimes you can even see the reason.
In other cases, the transfer can stay in status Arrived for more than a few hours and up to 5 days. This means that a manual attempt is being made to push your transfer to the receiver. The outcome can be successful or fail and the transfer will be returned with the status DECLINED as well. A failed international transfer will return in dollars.
To ask us about a transfer use the Neema transfer ID: Neema(6 numbers) that you received in text message or from your recent activity.
Always check your recent activity for status updates.
Can NEEMA cancel an international transfer?
In the case of cash pickups: YES only if the transfer is not yet taken by the receiver. ONLY if the status is still on ARRIVED. If the transfer is pickedup it is not possible to refund at all.
In the case of bank transfers: ONLY if the status is still ARRIVED.
If the transfer is in pickedup status then the cancelation is handled on a best effort basis ONLY and will depend on the receiver signing an agreement for money to be taken out of his account.
If you are certain that the account number is incorrect please provide an account ID and bank statement so that Neema can build the case to ask for a refund from the bank. After 30 days it will be not possible to try for any cancelation.
In the case of mobile money or mobile wallet transfers: if the transfer is in Arrived status then you will have to message us immediately with the Neema transfer code.
If the transfer is in pickedup status contact the service center of the local service provider to ask them to block the money and give you a reversal number. Send us this number. Without this number a Pickedup transaction will not be refunded.
As usual you can call us at 035174404 or message us inside the app