Troubleshooting Common Afriex Issues: Quick Solutions Guide

Experiencing issues with Afriex? Most problems have simple solutions. This guide helps you resolve common issues quickly and get back to smooth money transfers.

Login and Access Issues

Problem: Can't remember password

Solution:

1. Tap "Forgot Password" on login screen
2. Enter registered email or phone number
3. Check email for reset link
4. Create new strong password
5. Log in with new credentials

If email doesn't arrive:

• Check spam/junk folder
• Verify email address is correct
• Wait 10 minutes (sometimes delayed)
• Try reset again
• Contact support if still not received

Problem: Account locked after failed login attempts

Solution: For security, accounts temporarily lock after multiple failed login attempts.

• Wait 30 minutes and try again
• Ensure you're using correct credentials
• Use password reset if uncertain
• Contact support if lock persists beyond 1 hour

Problem: Two-factor authentication code not working

Solution:

• Ensure device time is correct (codes are time-sensitive)
• Generate new code (old ones expire quickly)
• Check code from correct authenticator app
• Verify phone number is correct for SMS codes
• Contact support to temporarily disable 2FA if locked out

Problem: App won't open or crashes on launch

Solution:

1. Force close and restart app:
   
   
   
   • iPhone: Swipe up, swipe away app, reopen
   • Android: Settings > Apps > Afriex > Force Stop
2. Check for updates:
   
   
   
   • App Store/Play Store > Updates
   • Install latest Afriex version
3. Restart device:
   
   
   
   • Complete phone restart often resolves issues
4. Reinstall app:
   
   
   
   • Delete Afriex app
   • Restart device
   • Download fresh from App Store/Play Store
   • Log in again
5. Check storage space:
   
   
   
   • Ensure sufficient phone storage
   • Delete unused apps/files if needed

Problem: "Session expired" message appearing frequently

Solution:

• Update app to latest version
• Clear app cache (Android: Settings > Apps > Afriex > Clear Cache)
• Check internet connection stability
• Log out and log back in
• Contact support if persists

Transfer and Transaction Issues

Problem: Transfer shows "pending" for extended period

Typical causes and solutions:

First transfer verification (common):

• First transfers undergo additional security review
• Usually resolves within 1-2 hours
• Contact support if pending over 24 hours

Funding source processing:

• ACH transfers take 1-3 business days to process
• Check your bank for any holds or issues
• Debit card transactions should be instant—contact support if delayed

Additional security review:

• Large or unusual amounts may require review
• We may request additional verification documents
• Respond promptly to any requests
• Typical resolution: 2-24 hours

Problem: Transfer failed

Common reasons and fixes:

Insufficient funds:

• Verify funding source has adequate balance
• Include any fees in total calculation
• Add funds to bank/card and retry

Incorrect recipient details:

• Account number wrong or incomplete
• Bank name incorrect
• Name doesn't match bank records
• Fix: Verify details with recipient, update, and resend

Recipient bank issues:

• Bank temporarily unavailable
• Maintenance downtime
• Fix: Wait 1-2 hours and retry

Network/technical error:

• Check your internet connection
• Close and reopen app
• Try again after few minutes
• Contact support if repeats

Problem: Money debited but recipient didn't receive

Solution:

1. Check transfer status in app:
   
   
   
   • Menu > Transaction History
   • Look for confirmation or error message
2. Verify completion:
   
   
   
   • "Completed" status = recipient should check their account
   • "Pending" = still processing
   • "Failed" = funds return to your balance
3. Ask recipient to check:
   
   
   
   • Correct account (if they have multiple)
   • With their bank (sometimes delays on their end)
   • Transaction history/notifications
4. Wait appropriate time:
   
   
   
   • Most transfers: instant to 1 hour
   • Some banks: up to 24 hours
5. Contact support with:
   
   
   
   • Transaction reference number
   • Screenshot of completion
   • Recipient's confirmation they haven't received

Verification Issues

Problem: Verification taking longer than 24 hours

Solution: Common causes:

• Photos unclear or unreadable
• Documents expired
• Name mismatch
• High verification volume

Action steps:

1. Check email for requests for additional documents
2. Ensure submitted photos are clear
3. Verify name matches ID exactly
4. Contact support after 48 hours with:
   
   • When you submitted verification
   • Documents submitted
   • Any error messages received

Problem: Verification rejected

Common reasons:

Photo quality issues:

• Blurry, dark, or unclear images
• Glare or shadows obscuring text
• Document not fully visible
• Fix: Retake in good lighting, ensure all corners visible

Document problems:

• Expired ID
• Name doesn't match registration
• Document type not accepted
• Fix: Use valid, accepted ID with matching name

Selfie verification failed:

• Face not clearly visible
• Poor lighting
• Multiple people in photo
• Fix: Retake in good light, face clearly visible, alone

Problem: Need to verify but can't access ID types listed

Solution: Accepted documents:

• Driver's license
• International passport
• National ID card
• Residence permit

If you lack these, contact support at hello@afriex.co to discuss alternatives. Requirements exist for regulatory compliance and fraud prevention.

Funding Issues

Problem: Can't add bank account

Solution:

1. Verify information accuracy:
   
   
   
   • Routing number correct (9 digits, US)
   • Account number exact
   • Account type (checking/savings)
2. Ensure bank compatibility:
   
   
   
   • Bank must support ACH transfers
   • Some prepaid cards don't work
   • Try alternative funding method
3. Micro-deposit verification:
   
   
   
   • Check bank for two small deposits
   • Usually appear in 1-3 business days
   • Enter exact amounts in app
   • Try re-verification if amounts incorrect

Problem: Debit card declined

Reasons and fixes:

Insufficient funds:

• Check card balance
• Ensure funds cover transfer plus any fees

Card restrictions:

• Some banks block international transactions
• Call bank to authorize Afriex transactions
• Check if card allows online/app purchases

Incorrect card information:

• Verify card number, expiration, CVV
• Ensure billing zip code matches

Card security:

• Bank may flag unusual activity
• Contact bank to confirm authorization
• Try again after bank approval

Problem: ACH transfer taking longer than 3 days

Solution:

• Verify your bank processed the debit
• Check for bank holidays (add extra days)
• Ensure no bank holds on account
• Contact your bank if over 5 business days
• Provide bank with transaction details

App Technical Issues

Problem: App running slowly

Solutions:

1. Close background apps consuming resources
2. Clear app cache (Android)
3. Restart phone
4. Update to latest app version
5. Check internet connection speed
6. Ensure adequate phone storage
7. Reinstall app if persists

Problem: Can't see transaction history

Solution:

• Pull down to refresh the screen
• Check internet connection
• Log out and log back in
• Update app if older version
• Contact support if transactions missing

Problem: Push notifications not working

Solution: iPhone:

1. Settings > Notifications > Afriex
2. Enable "Allow Notifications"
3. Choose alert style

Android:

1. Settings > Apps > Afriex > Notifications
2. Enable all notification categories

Both platforms:

• Ensure Do Not Disturb is off
• Check battery optimization isn't blocking
• Reinstall app to reset notification permissions

Problem: Balance not updating

Solution:

• Pull down to refresh
• Log out and log back in
• Check internet connection
• Clear cache (Android)
• Wait 5 minutes and check again
• Contact support if inaccurate

Recipient Issues

Problem: Recipient says they can't withdraw received money

This is recipient's bank issue, but you can help:

1. Verify recipient account status:
   
   
   
   • Is account active and in good standing?
   • Any restrictions or holds?
   • Correct account type for receiving?
2. Check with recipient's bank:
   
   
   
   • Are there withdrawal limits?
   • Processing time for received transfers?
   • Any documentation needed?
3. Confirm transfer completed:
   
   
   
   • Check your transaction history shows "completed"
   • Money did actually arrive (recipient should see credit)
4. Contact Afriex support:
   
   
   
   • Provide transaction reference
   • Explain recipient's specific issue
   • We can verify on our end

Problem: Recipient wants refund

Solution: Once transferred, money belongs to recipient. They must:

• Send money back through Afriex (if they have account)
• Use alternative method to return funds
• Afriex cannot "recall" completed transfers

Prevention: Always confirm recipient details before sending.

When to Contact Support

Contact hello@afriex.co immediately if:

• Pending transfer over 48 hours
• Money debited but transfer failed
• Verification pending over 72 hours
• Suspected unauthorized account access
• Incorrect amount received
• Technical issues persisting after troubleshooting
• Any security concerns

Include in support requests:

• Your registered email/phone
• Transaction reference number
• Clear description of issue
• Steps already tried
• Screenshots if helpful
• Device type and app version

Response time:

• Typical: Within 24 hours
• Urgent issues: Often much faster
• Complex cases: May take 48 hours

Prevention Tips

Avoid issues by:

• Double-checking all recipient details
• Keeping app updated
• Using strong, unique passwords
• Enabling two-factor authentication
• Saving recipient details after verifying
• Maintaining adequate funding source balance
• Reading error messages carefully
• Allowing appropriate processing times

Emergency Situations

Suspected fraud or unauthorized access:

1. Change password immediately
2. Enable two-factor authentication
3. Check transaction history for unauthorized transfers
4. Contact support urgently
5. Contact your bank if funds compromised
6. Report to local authorities if needed

Urgent transfer needed but issues blocking:

1. Try alternative funding method
2. Contact support explaining urgency
3. Have all verification documents ready
4. Consider alternative recipient if their bank is issue

Still Need Help?

If this guide didn't resolve your issue:

Email support: hello@afriex.co In-app: Menu > Help/Support Prepare: Account details, transaction references, clear issue description

Most issues resolve quickly with right information. We're committed to ensuring your money transfers work smoothly every time.

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