Common issues and solutions (FAQs)
Find answers to the most common questions from our partners about transactions.
coverage, refunds, fees, KYC, and API behavior. If your question is not listed here, our
The support team is happy to help.
Transactions
Q: Why is my transaction still pending?
A: Most transactions are completed within minutes. If yours is taking longer, it may be due to a
provider-side delay, a low wallet balance, or an ongoing internal review.
If the status shows PENDING_LIQUIDITY, your YellowCard wallet balance was insufficient at the time of the request. Top up your balance. If topped up within 2 hours, the transaction will complete automatically. After 2 hours, it will expire, and you will need to retry.
If the status has not changed after a reasonable period with no error showing, contact our
support team with the transaction ID.
Q: Why did my transaction fail?
A: The most common reasons for a failed transaction are:
• Unsupported bank or payment option: The destination is not supported for that
corridor. Retry with a supported option.
• Invalid phone number: The format was incorrect for the destination country. Correct
it and retry.
• Insufficient wallet balance: Your YellowCard wallet did not have enough funds. Top
up and retry.
• Unsupported destination country: The corridor may not be live yet. Check the
YellowCard coverage page.
If none of these applies, contact support with your transaction ID and the error message
returned.
Q: What happens when a transaction expires?
A: If a transaction expires, most commonly after being held in PENDING_LIQUIDITY for 2
hours without a balance top-up, it moves to a failed status. You will need to initiate a new
transaction. Any funds already debited will be refunded. Contact support if a refund is not
reflected promptly.
Q: Can I cancel a transaction?
A: Once submitted, a transaction generally cannot be cancelled while still processing. For
collection (deposit) transactions, cancellation is only possible once the status updates to
Failed. Contact our support team if you need help with a specific transaction.
Coverage and Supported Countries
Q: Which countries does YellowCard support?
A: YellowCard supports a growing range of African markets. For the most current list of
supported countries, corridors, and payment methods, visit the YellowCard coverage page.
This page is updated as new markets are added.
Q: Which industries are not supported on the platform?
A: The only industries currently not supported are gambling, gaming, and adult content. All other industries are welcome to apply, subject to compliance review.
If you are unsure whether your industry qualifies, contact your account manager before
Completing your integration.
Q: Is a specific mobile money network available in my country?
A: Mobile money network coverage varies by country. Some networks may be available for
deposits but not payouts, or vice versa. Check the coverage page or contact your account
manager to confirm availability for the specific network and corridor you need.
Refunds and Withdrawals
Q: How are refunds processed for failed transactions?
A: Refunds for failed transactions are processed by the YellowCard team. You do not need to initiate them manually unless you have API refund access enabled.
• API integrations: Refunds are sent to the customer's account details held in your integration.
• Widget integrations: If a transaction failed on your side but was successful on YellowCard's end, contact support with the transaction ID to request a refund.
Refund timelines will be communicated once confirmed.
Q: What documents are needed to process a refund?
• Deposit refunds: The customer should provide proof of payment, such as a bank or mobile money statement showing the debit.
• Payout refunds: In most cases, no additional documentation is required. If our team needs anything specific, we will let you know when you raise the request.
Q: Can a pending receive transaction be cancelled?
A: A submitted receive request cannot be cancelled once initiated. They must reach a failed status before a refund can be triggered. Contact support with the transaction ID if you are waiting on a resolution for a stuck transaction.
Fees, Pricing, and FX Rates
Q: Where can I find YellowCard's fee structure?
A: Fees are outlined in your partner agreement and in the pricing documentation shared
during onboarding. For the most current pricing, refer to the YellowCard Standard Pricing
Document or contact your account manager.
Q: Where can I check current FX rates?
A: FX rates are available in real time via the Get Rates API endpoint. Rates are not displayed directly on the dashboard. Refer to the API documentation for the correct endpoint and parameters.
Q: Why is a minimum fee being applied to my NGN Send Transactions?
A: NGN transaction fees for sending are structured as a flat fee, which also serves as the minimum charge.
Because our system denominates fees in USD and converts to NGN at the applicable FX
rate, the resulting minimum may appear as a fixed NGN amount. Contact support for a full
breakdown of how fees are calculated for your account.
API and Technical Questions
Q: How do I retrieve all transactions for my account?
A: Use the List Transactions and Get Transactions API endpoints. These return transactions in pages and can be filtered by external ID, date range, or transaction ID. Refer to the API reference for full parameter details.
Q: I am getting a 400 error when generating API keys. What should I do?
A: This may be a configuration or account-level issue. Contact support with your account email
and a description of what you were doing when the error occurred. Our team will investigate
and help resolve it.
Q: How does the receive balance settlement work?
A: When a receive request completes, YellowCard receives the fiat payment from the end user and credits your balance with the equivalent USD value. This is reflected as a balance update. Your updated balance will be visible in the dashboard shortly after confirmation.
Q: What are the transaction limits when a send request is initiated?
A: Transaction limits are applied at the user level, not per API key. A user can perform multiple transactions up to the configured maximum within a single day. Contact the support team for details on limits applicable to your integration.
Still have a question? Reach out to the YellowCard support team via your dedicated Slack or Telegram channel, including your account email and any relevant transaction information for the faster response.