SekaniHow can we help?
Questions about your account or a transfer? Email us and a real person will reply.
Contact support
Email support@sekani.app. We aim to reply within one business day.
About a transfer? Include the reference number from your receipt (it starts with "SA-"). Never send us your password or full card number.
Common questions
How much does it cost to send?
The transfer fee and the exchange rate are shown on the amount screen before you pay, and the review screen shows the exact amount your recipient will get. There are no hidden charges added after you confirm.
How long does a transfer take?
Mobile money transfers usually arrive within minutes. Bank transfers usually take one to two hours. Some transfers are checked by our compliance team first, which can take longer; the app shows the status the whole time.
Can I cancel a transfer?
Yes, within 30 minutes of sending, as long as the money hasn't been paid out yet. Open the transfer in History and tap "Cancel transfer". The money goes back to where you paid from.
My recipient hasn't received the money
Check the transfer in History first. If it says "Paid out" and your recipient can't see it, ask them to check the mobile money number or bank account you used. If something looks wrong, email us with the reference number.
Why do I need to verify my identity?
Money transfer companies are required by law to know who their customers are. You verify once, with a photo of your ID and a selfie, before your first transfer.
Why was I asked for a document?
Larger transfers, and some payment purposes such as business payments, may need a supporting document like an invoice or school fee letter. The app tells you when one is needed.
How do I change my name, email or phone number?
Go to Profile, then Personal details. If your legal name has changed, email us and we may ask for an updated ID.
How do I delete my account?
See Delete your account for the steps and what we keep for legal reasons.
I think someone else is using my account
Go to Profile, then Security, and tap "Log out of all other devices". Then email us at support@sekani.app with "Urgent: account security" in the subject.