In a press release issued on August 5, 2026, the central bank said the system has recorded an average transaction success rate of 98.6 percent since its launch on July 14, 2026, highlighting strong public uptake despite some technical challenges experienced during the initial rollout.
The figures indicate a sharp increase in the use of interoperable digital payment services across the country. According to NBR, the number of active users rose from 740,787 during the corresponding period in June to 1,971,522 by the end of July, representing a 166 percent increase.
The central bank attributed the growth to the positive public response to the new payment platform, while also thanking customers for providing feedback that has helped identify areas requiring further improvement.
Although the vast majority of transactions have been completed successfully, NBR acknowledged that some users experienced delays and failed transactions during the early stages of implementation.
The bank said these issues are being addressed by participating financial institutions and the system operator under its supervision. It added that continuous improvements are being made to strengthen system performance and enhance customer service.
To increase public understanding of the new payment system, NBR has launched a nationwide awareness campaign explaining how eKash works and the benefits of interoperable instant payments.
The central bank also advised customers experiencing difficulties while using eKash to first contact their bank or mobile money provider. If the issue remains unresolved, customers may lodge complaints directly with NBR through the Intumwa chatbot, SMS on 6005, WhatsApp (+250 791 700 721), the NBR website or its official social media platforms.
NBR reaffirmed its commitment to working closely with financial institutions and other stakeholders to ensure eKash delivers a secure, reliable and seamless payment experience for all users.
The latest performance figures suggest that eKash is rapidly gaining traction as Rwanda’s national instant payment system, marking significant progress in the country’s efforts to expand digital financial services and improve interoperability between banks and mobile money providers.
