FAQ
Exchange rate

Select which country you are sending from (“your currency”), then select which country you are sending to. If you know how much you want to send, select “pay” If you know how much you want the beneficiary to receive, select “receive” Enter the amount

Registering and logging in

No. To use Muhecash, you need to register. Please click “sign up”

How can I start using Muhecash?

To use Muhecash, you need to register first. Please click “sign up” and fill in all required fields.

Why am I unable to register

Please check that you have filled in all required fields, that you have chosen a strong password as indicated and agreed to the terms and conditions. If you need further help, please contact us by mail or phone.

Why am I seeing a message that I am already registered?

The email address you are using is already registered to an account. If you have forgotten the password, please click the link “forgot password”

Why do I need to give all the required details?

It is required by law that we obtain personal details for every client.

How do I log into my account?

Click “sign in”, enter the email address and the password used when registering

Why can’t I sign in?

Please check that you have entered the right email and password.

How can I recover my login username?

If you have forgotten the email you used when signing up, please contact us

How can I recover my password?

If you have forgotten your password, please click “forgot password” to reset and choose a new one.

Transaction request

Once you are logged in, please choose the country you want to send to, choose the receiving option and enter the amount to be sent or the amount to be received. What is a receiving option? In the receiving option, you will find all the payment methods available for your beneficiary to receive their money. - The “cash” option: your beneficiary is able to collect cash at a Muhecash office. The address is given in the email you receive and on the website - The “bank account” option: Muhecash can deposit money in the beneficiary’s local bank account - The “mobile money” option: your beneficiary can receive money on their mobile wallet (please note that the mobile operators charge fees for this option that Muhecash does not control)

How much does Muhecash charge for the service?

Muhecash services are free. Muhecash does not collect any fees or commissions. However, please note that for mobile money payouts, all mobile operators will charge fees. Muhecash does not control or profit from those fees. Please always ask your beneficiary for more information regarding those fees.

How do I give the beneficiary details?

Please fill all required fields when requested. The name and telephone number are mandatory. Depending of the “receiving option” chosen, you may need to enter a mobile number (for a mobile money receiving option) or a bank name and account number (for a bank account receiving option)

Why do I have to give the name and surname of the beneficiary?

We need the legal names of your beneficiary to ensure that we serve the right person, protecting you and your beneficiary

What if I don’t know the full name of my beneficiary?

If you don’t know the full name of your beneficiary, please contact them and ask. We are unable to process any transactions without the full name

What if I don’t know the mobile wallet or bank account of my beneficiary?

Please contact your beneficiary as we would be unable to process your transaction if you do not give us all the required details depending on the receiving option chosen

What if the “cash” receiving option is not available?

Please choose the available options suitable for your beneficiary.

What if my beneficiary does not have a mobile wallet?

If your beneficiary does not have a mobile wallet, please choose the other options available, such as “cash” or “bank account” if they are available and suitable to your beneficiary

What if my beneficiary does not have a bank account?

If your beneficiary does not have a bank account, please choose the other options available, such as “cash” or “mobile wallet” if they are available and suitable to your beneficiary

How do I pay Muhecash?

To finalise your transaction, please follow the instruction given to pay. Depending on your country, you will receive payment instructions and a reference number to quote with your payment.

What if I am not able to pay using the available option?

We are sorry for the inconvenience. We are working to add more payment options.

What if I paid and forgot to quote the reference number?

Please contact us by mail or phone.

What if I paid the wrong amount?

Your transaction will not be processed. We will contact you to resolve the issue.

What if I want to cancel a transaction that I have not paid yet?

You can cancel your transaction by logging into your account and click “cancel”.

What if I want to cancel a transaction that I have already paid?

If your beneficiary has not yet collected or received the money, please contact us to cancel and get a refund.

What happens after I pay?

Muhecash will proceed to make the funds available to your beneficiary (if you have chosen a bank deposit or mobile payment) or you can then inform your beneficiary to go collect the funds to a Muhecash office. An email is also sent informing you that we have received your funds (please check your inbox or spam)

Beneficiary

No. Please inform your beneficiary that you have made a transaction

How does my beneficiary contact Muhecash?

Your beneficiary does not need to contact Muhecash. Please inform them to visit a Muhecash branch in case they are collecting cash. Otherwise, inform them that their bank account or mobile wallet will be credited soon.

How long does it take for the beneficiary to receive his funds?

For cash collection, its instant (during opening hours). For bank deposit, it is done the same day (as long as we have received the sender payments by 2pm local time in the beneficiary country, Monday to Friday, except on bank holidays). For mobile wallet, it is done the same day (as long as we have received the sender payment by 5pm local time in the beneficiary country, Monday to Friday, except on bank holidays)

Can my beneficiary contact Muhecash in case there are issues?

Yes they can contact Muhecash using the contact number available on our website.

What if my beneficiary wants to change how to receive the funds?

The sender needs to contact Muhecash to make the changes

How do I know that my beneficiary received his funds?

An email is sent once the transaction is finalised

Can I cancel a transaction and get a refund once my beneficiary has received the funds?

No. The beneficiary cannot return the funds after collecting them.