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Help! I'm having issues with Send Money.🚨
Help! I'm having issues with Send Money.🚨

Challenges and Concerns about Send Money/money transfer.

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Written by Darlene
Updated over a week ago

Q: Help! I sent money to the wrong person, what can I do?

A: Sorry about this, these things happen, however, once a transfer is completed, it might be impossible to recall the transaction, still, please reach out to us and we'll see how we can help.

Q: Oops! I sent the wrong amount, what can I do?

A: Sorry about this, these things happen, however, once a transfer is completed, it might be impossible to recall the transaction, still, please reach out to us and we'll see how we can help.

Q: Why was I charged extra than usual?

A: That shouldn't happen, please reach out to us via email or via the chat box with the details of your transaction including the transaction reference (gotten from your email or the dashboard) and we'll fix this for you.

Q: Why was my transfer cancelled?

A: Your transfer may be cancelled for the following reasons:

  • Inputting wrong details

  • Downtime in service from our payments processing partners.

Q: How can I get a refund?
​A: Please reach out to us via email or the chat box at the bottom and we'll pick your complaint up.

Q: How long do refunds take?

A: As transfer transactions are processed instantly, refund complaints add some lead time to the determination of a refund decision. However, once clear, we aim to process refunds ASAP.

Q: I want to know why and how money was taken from my bank account?

A: SendSprint can not take your money because we do not have access to your bank account or bank card. You can only be charged if your bank card was successfully screened and approved for a transaction on the Sprint website.

Q: Why am I experiencing failed transactions?

A: You are likely to have such issues because of the following:

  • You're inputting the incorrect details.

    Please ensure you type in the correct information to avoid failed transactions.

  • Service downtimes from our payments processing partners. Sometimes, our payment processing partners may experience technical challenges or upgrades which may affect your transactions. When this happens, we will proactively update you via email and on our website.

  • Poor internet connectivity.

    Please ensure you have good internet connectivity to avoid failed transactions.

  • You may have low/insufficient funds in your account.

    Kindly check that you have the minimum balance in your account to carry out a successful transaction.

  • You're using a virtual bank card for your transfer.

  • Your bank hasn't given you access/permission to perform international online transactions.

Q: I keep getting these error messages:

"We could not charge this card. Reason: Do not honour."

"We're unable to verify your card, please contact your financial institution. In the meantime, you can try another card." What do they mean?

A: If you get these or similar error messages during a transaction, it could mean your bank may have not granted you access/permission to perform international online transactions.

Banks put security measures to protect your account from hackers and fraudulent activities. We suggest you contact your bank to request access.

Also, please note that our payment processing partners do not currently permit the use of virtual cards. Kindly make use of your regular physical cards for your money transfer transactions.

Q: I don't understand what's going on with my transfer. What do I do?

A: If you're experiencing difficulties with transfers on Send Money, you can do the following:

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