Why has my Mobile Money deposit not arrived yet?

If your Mobile Money deposit is not showing on your KeeCash account yet, it does not necessarily mean something serious is wrong.
In most cases the deposit is simply still being processed.

What it means

When your Mobile Money payment is started, it has to be confirmed and then passed on correctly by the collection partner before the top-up is credited to your KeeCash account.
Until that confirmation is complete, your deposit may not appear straight away.

What happens automatically

If your deposit does not arrive immediately, our system automatically runs 3 further checks, one every 5 minutes.
This automatically recovers many deposits without any action from you.

If the deposit still does not arrive after these checks

If your top-up has still not been received after those automatic attempts, you will get an email asking you to send a screenshot of your Mobile Money payment confirmation.

Why this proof is requested

That screenshot lets us pass your proof of payment to the collection partner so they can check the operation.
Once they confirm on their side, your top-up is then credited automatically to your KeeCash account.

What to do

1. Wait a few minutes

Your deposit may still be processing.
The system already runs several automatic retries.

2. Check your mailbox

If the deposit has still not arrived after the automatic checks, keep an eye on your email.

3. Send the requested screenshot

If you get the email, send a clear screenshot of the Mobile Money payment confirmation.

4. Wait during the check

Once sent, your proof is automatically passed to the collection partner for review.
As soon as they confirm the operation, your top-up is added automatically.

When to contact support

Contact support if:

• you made the payment;
• you have not received your top-up after a reasonable time (24h);
• you did not get the email after the automatic retries;
• or you already sent your proof but nothing is moving.

Good to know

• A late top-up does not necessarily mean the deposit is lost.
• KeeCash already runs several automatic retries before asking anything from you.
• If a proof of payment is requested, sending a readable screenshot speeds up the check.

Updated on: 24/09/2026