Digital payment transactions have increased sixfold following the launch of eKash, according to the Rwanda Switch (RSwitch), the agency responsible for managing and promoting digital payment systems in Rwanda.
RSwitch said that since eKash, a system linking banks and telecom companies was launched, transaction volumes and value have grown significantly, following the introduction of this new mobile money interoperability platform two weeks ago, which aims to make money transfers easier and promote digital payments.
RSwitch said that since eKash launched, daily transactions have risen to between 600,000 and 700,000, up from just over 100,000 before the system was introduced.
An RSwitch official, Alphonsine Niyonkuru, said financial institutions have been well prepared to support customers, and that a fast-response system has been put in place to resolve any issues that may arise.
“Financial institutions have been prepared, and the staff receiving customers understand eKash. Even when money sent doesn’t reach its destination, we’ve set up a unit dedicated to tracking and resolving such issues as quickly as possible,” she said.
The Director of Financial Services at the National Bank of Rwanda (BNR), Songa Chris Musonera, said some members of the public are still not fully familiar with how to use the new eKash system, particularly those who were used to sending money from their bank accounts to Mobile Money.
“Many people are still unfamiliar with the changes that have taken place. A customer can now send or receive money using a banking app or USSD codes, without having to go through the other channels that were previously used,” he said.
RSwitch has urged the public to visit their nearest financial institution whenever they encounter any issue related to eKash, in order to get assistance.
According to National Bank of Rwanda regulations, as of 14 July 2026, fees for transfers made through eKash of up to 10 million Rwandan francs may not exceed 20 francs.
While the public has welcomed eKash for making transfers between banks and telecom companies easier, some say there are still issues that need fixing to build greater trust in the system.
Patrick Niyodusenga, a motorcycle taxi driver, said there are times a customer shows him a message confirming that money has been sent, but he later finds it hasn’t arrived in his account.
“Sometimes a customer shows you that the money has been sent, and you see it on your phone, but after they leave, you wait for it to reach your account and it never does. Once the passenger has left, you’ve lost that money,” he said.
Charlotte Mukandayisenga said that sometimes money takes a while to arrive, delaying the activities she intended to use it for.
“We’d like this issue fixed. Sometimes the money you’re sent takes time to reach your account, even though you needed it right away. This slows down our activities,” she said.
RSwitch officials say these issues are being addressed in collaboration with financial institutions, and have asked eKash users to continue trusting the system and to report any challenges they face so they can be resolved quickly.