Rwanda’s interoperable digital payments platform, eKash, has recorded a sixfold increase in daily transactions just two weeks after its nationwide rollout, underscoring growing adoption of the system despite isolated technical challenges.
RSwitch, the company that operates the platform, said daily transaction volumes have risen from around 100,000 to between 600,000 and 700,000 since eKash became fully operational on July 14.
The platform enables users to transfer money between banks, mobile money operators, SACCOs and other participating financial institutions for a flat fee of Rwf20 per transaction, with transfers of up to Rwf10 million.
Although many users have welcomed the convenience of the interoperable payment system, some say occasional delays continue to affect transactions.
Patrick Niyodusenga, a motorcycle taxi rider, said there are instances where customers receive confirmation that a payment has been sent, but the funds do not immediately reflect in his account.
“There are times when a passenger shows that the money has been sent and leaves, but it doesn’t appear in my account right away. If they have already gone, I risk losing my payment,” he said.
Charlotte Mukandayisenga said delayed transfers can also disrupt daily business.
“You eventually receive the money, but sometimes it arrives after you’ve already needed it. We hope the system will be improved so transfers are completed without delays,” she said.
RSwitch says customer support mechanisms are in place to address such issues.
Alphonsine Niyoyungura, an official at the company, said all participating financial institutions have trained staff to assist customers experiencing problems with eKash transactions.
“If a customer cannot access eKash services or a transfer fails to reach its destination, they should contact their financial institution. We have a shared mechanism that enables institutions to investigate and resolve such cases quickly,” she said.
The National Bank of Rwanda (BNR) said some of the challenges reported are linked to users adapting to the new payment process rather than technical failures.
Chris Musonera Songa, BNR’s digital financial services specialist, said the central bank will continue public awareness campaigns to help users understand how the platform works.
“We will continue sensitizing the public so that people become familiar with the system and use it correctly,” he said.
Launched by the Government of Rwanda in partnership with RSwitch and other stakeholders, eKash is designed to create seamless interoperability across Rwanda’s financial sector by connecting banks, SACCOs, mobile network operators and fintech companies.
The platform currently links 22 financial institutions. Since pilot testing began in 2022, eKash has processed more than 46 million transactions, with RSwitch reporting a 99 percent transaction success rate and an average processing time of less than 15 seconds.
