Troubleshooting & FAQ
Solutions to common issues and answers to frequently asked questions about using the Danipa app.
Common Issues
I can't log in to my account
| Possible Cause | Solution |
|---|---|
| Wrong password | Tap Forgot Password? on the login screen to reset it |
| Account locked | Contact support to unlock — see Security & Settings |
| 2FA code not working | Make sure your phone's clock is correct (auto-set time). If using SMS, check for network issues |
| App outdated | Update to the latest version from your app store |
My transfer is stuck on "Processing"
Transfers usually complete within seconds, but delays can happen:
- Wait 30 minutes — most delays resolve on their own
- Check the provider's status — the mobile money provider may be experiencing downtime
- Check your internet connection — a weak connection can delay confirmation
- If still stuck after 30 minutes, contact support with your transaction reference number
Important: Do not attempt to resend the same transfer — this may result in a duplicate payment. Wait for the first one to resolve.
My transfer failed
If a transfer fails, your funds are automatically returned to your wallet. Common reasons:
| Reason | What to Do |
|---|---|
| "Invalid recipient number" | Verify the phone number and country code are correct |
| "Provider unavailable" | The mobile money service is down — try again later |
| "Daily limit exceeded" | Wait until tomorrow or upgrade your KYC tier |
| "Insufficient balance" | Add funds to your wallet first |
| "Recipient account restricted" | The recipient's mobile money account may be suspended — ask them to check with their provider |
Refunds typically appear instantly. If your refund hasn't arrived after 1 hour, contact support.
I sent money to the wrong number
Unfortunately, once a transfer is delivered, it cannot be reversed by Danipa. Here's what you can do:
- Contact the recipient — call or message the number you sent to and politely ask them to return the funds
- Contact support — we can try to reach out to the recipient on your behalf, but we cannot force a return
- File a dispute — go to Transactions → tap the transfer → Report Issue → Wrong Recipient
Prevention tip: Always double-check the recipient's name and number before confirming. For mobile money, Danipa shows the registered account name — verify it matches the person you intend to pay.
I'm not receiving notifications
- Check that notifications are enabled in Settings → Notifications
- Check your phone's notification settings:
- iOS: Settings → Danipa → Notifications → Allow Notifications
- Android: Settings → Apps → Danipa → Notifications → Enable
- Make sure Do Not Disturb is not active
- Try logging out and logging back in
The app is slow or crashing
- Update the app — go to your app store and install the latest version
- Clear the cache — Settings → App Info → Clear Cache (Android only)
- Restart your phone — this resolves most performance issues
- Check your connection — switch between Wi-Fi and mobile data to test
- Reinstall — delete and reinstall the app (your account data is safe on our servers)
My KYC verification was rejected
See KYC Verification — Common Rejection Reasons for detailed guidance on resubmitting.
I can't withdraw to mobile money
| Possible Cause | Solution |
|---|---|
| Mobile money account not active | Check with your provider that your account is active |
| Phone number mismatch | Ensure the withdrawal number matches your registered mobile money |
| Provider maintenance | Try again later — check the provider's status |
| Insufficient wallet balance | You need enough to cover both the amount and the withdrawal fee |
Frequently Asked Questions
Account & Security
Q: Is Danipa safe to use?
Yes. Danipa uses bank-grade 256-bit TLS encryption and is PCI DSS compliant. Your funds are held in segregated accounts with licensed financial institutions.
Q: Can I have more than one Danipa account?
No. Each phone number can only be associated with one account. If you need separate personal and business accounts, register as a merchant — your merchant dashboard is linked to your personal account.
Q: What happens if I lose my phone?
- Log in from another device (web or new phone) and go to Settings → Security → Active Sessions to log out your lost device
- If you can't log in, contact support to temporarily lock your account
- Once you have a new device, download the app and log in with your credentials
Transfers
Q: How long do transfers take?
| Transfer Type | Typical Time |
|---|---|
| Danipa to Danipa (wallet) | Instant |
| Domestic to mobile money | Under 1 minute |
| International (remittance) | 1–5 minutes |
Q: Is there a minimum transfer amount?
Yes — the minimum is GHS 1 (or equivalent) for domestic transfers and GHS 10 (or equivalent) for international transfers.
Q: Can I cancel a transfer?
Once a transfer is confirmed and authorized, it cannot be cancelled. If the transfer is still "Processing," contact support immediately — we may be able to intervene before it's delivered.
Q: Why was I charged more than expected?
The total debit from your wallet includes the transfer amount plus the transfer fee. All fees are shown on the confirmation screen before you authorize. Check the Send Money guide for the fee schedule.
Wallet
Q: Is my money in the Danipa Wallet insured?
Funds held in Danipa Wallets are maintained in segregated trust accounts with regulated financial institutions. While not covered by traditional deposit insurance, they are ring-fenced from Danipa's operational funds.
Q: Can I earn interest on my wallet balance?
Not currently. Danipa Wallet is a transactional account designed for sending and receiving money, not a savings product.
Q: What currencies does Danipa support?
Currently supported currencies:
- GHS (Ghanaian Cedi)
- NGN (Nigerian Naira)
- KES (Kenyan Shilling)
- XOF (CFA Franc — Cote d'Ivoire, Senegal)
- CAD (Canadian Dollar)
- USD (US Dollar)
- GBP (British Pound)
- EUR (Euro)
Merchants
Q: How much does the merchant account cost?
Creating a merchant account is free. You only pay transaction fees when you receive payments. See Merchant Dashboard — Fees for details.
Q: Can I accept payments from international customers?
Yes. Your payment links and invoices can be paid by anyone with a Danipa account, regardless of their country. Currency conversion happens automatically.
Contact Support
If your issue isn't covered here:
- In-app: Tap Settings → Help → Contact Support
- Email: support@danipa.com
- Phone: +233 (0) 30 000 0000 (Mon–Fri, 8am–6pm GMT)
- Response time: Usually within 2 hours during business hours
When contacting support, include:
- Your registered phone number or email
- A description of the issue
- Your transaction reference number (if applicable)
- Screenshots (if helpful)