Frequently Asked Questions

How does Surge Africa work?

Surge Africa helps African businesses (Uganda and Kenya for now) pay their international suppliers outside Africa within 24 hours. Businesses create transactions in the mobile app (Android only for now), then deposit money into our bank account and upload the proof of payment through the mobile app. If we receive the money before 2 PM local time (cut-off time), we process the payment on the same day and it is then delivered to their suppliers in China, UAE, and India within 24 hours.

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How can Surge Africa app be used?

Surge Africa mobile app can be downloaded from Android playsstore (https://play.google.com/store/apps/details?id=com.surge&hl=en_IN). Once downloaded, businesses can register onto the app, complete their KYC and start making payments seamlessly.

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What KYC documents are required?

We need standard and valid business KYC documents such as registration documents, Director and shareholding details along with their ID, proof of address etc.

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How long does it take for the KYC to get approved?

If all correct and valid documents have been uploaded, verification and approval will happen within 24 hours. Once approved, user will be communicated via email and WhatsApp message.

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Is there a cut-off time for processing transactions on the same day or non-available hours?

Kenya: Cut-off time - 2 PM local time (EAT)

Uganda: Cut-off time - 2 PM local time (EAT)

If funds are received in our bank account after the cut-off time, the associated transaction will be processed on the next working day. Transactions are processed only on Weekdays (Monday to Friday) except on public holidays of the Send or Receive country. For example: Transaction to China will not be processed on 17th February 2026, since it's a public holiday in China (Chinese New Year), even though it's a normal working day in Uganda and Kenya.

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How long does it take for my supplier to receive the money?

If we receive your payment in our bank account before the cut-off time (2:00 PM local time) on a working day (non-public holiday), the payment is processed the same day, and your supplier will receive the funds within the next 24 hours, provided the following day is also a working day in the beneficiary’s country.

If you deposit funds after the cut-off time or on a non-working day, your payment will be processed on the next working day, and funds will be delivered within 24 hours after that — assuming the next day is also a working day in the receiver's country.

Important Note:

Delivery time depends on both the sending and receiving countries' working days. If a public holiday falls within the 24-hour delivery window, delivery will be delayed to the next working day.

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Examples:

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Scenario 1
You initiate a transaction at 1:00 PM on a regular working day, and funds are received in our bank account by 1:45 PM (before cut-off).
✔️ Transaction is processed the same day
✔️ Funds are delivered within 24 hours, assuming the next day is also a working day in the receiving country.

 

Scenario 2
You initiate a transaction at 1:00 PM on a working day, but funds reach our account at 3:00 PM (after cut-off).
➜ The payment will be processed on the next working day
➜ Funds will be delivered within 24 hours after processing, assuming no public holidays in the receiving country.

 

Scenario 3
You make a payment at 1:00 PM on June 1, which is a working day in Sending Country, and we receive it by 1:45 PM. However, let's say, June 2 is a public holiday in Receiving Country.
➜ Transaction is processed on June 1
➜ Delivery is delayed to June 3 due to public holiday on June 2.

 

Tip for Faster Processing:

To avoid any last-minute delays due to bank cut-offs, we recommend sending your payment as early as possible, preferably before 12:00 Noon. This helps ensure we receive your funds well before the 2:00 PM cut-off.

 

Where do I deposit the money after creating a transaction?

After creating a transaction in the app, deposit the exact amount to the Surge Africa bank account displayed in your app. You will also receive the instructions to deposit to our bank account along with our bank account details on your registered email.

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What details do I need to provide when making a payment?

To make a payment, you need to enter the following details of your Beneficiary/Supplier:

• Beneficiary/Supplier's Registered Business Name

• Beneficiary/Supplier's Registration Number (Unified Social Credit Code in case of China)

• ​Beneficiary/Supplier's Address

• ​Beneficiary/Supplier's Bank details - Bank Name, Account Number (or IBAN), SWIFT Code etc.

• Amount

• Invoice

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What is Unified Social Credit Code in case of China and why is it required for Chinese suppliers?

The Unified Social Credit Code (USCC) on a Chinese business license is the unique identifier for enterprises conducting business activities within the legal framework of Mainland China. This 18-digit code encapsulates not only the company’s registration information, such as the type of enterprise and location of registration but also reflects the company’s credit, legal status, and financial condition comprehensively.

Although many Chinese companies may have official English names, these are not reliable identifiers for legal, financial, and official document inquiries. This is because the same or similar English names can belong to different companies, especially across various regions or industries, increasing the potential for confusion and misunderstanding. Moreover, due to translation differences, the same company’s English name can have multiple spelling variations, further complicating accurate identification based on English names.

Therefore, using the Unified Social Credit Code to query and identify companies has become a more accurate and officially recognized method. The uniqueness of the USCC ensures that a specific Mainland Chinese company can be precisely identified, even in global queries and transactions, thus enhancing business transparency and trust.

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Can I cancel a transaction after making a deposit?

No. Once we process your payment, it cannot be reversed. If you need a refund, you must contact your supplier.

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How can I confirm that my supplier has received the money?

You will receive a payment confirmation in the mobile app and on your registered email once the transfer is completed. 

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What happens if I send money to the wrong supplier?

We process payments exactly as you enter them in the app. If you make an error, Surge Africa is not responsible for incorrect transfers. Always double-check the details before confirming a transaction.

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What if I forget my password or PIN?

You can reset your password or PIN from the login screen.

If you have trouble, contact support@surgeafrica.co for assistance.

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Can I track my payment status?

Yes! You can track your payment status in the mobile app

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Do you have a referral program?

Coming soon!

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Can I pay suppliers in other countries apart from China, UAE, and India?

We currently support payments to China, UAE and India only, but we are actively working on expanding to other countries and will communicate as soon as available.

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How do I download my transaction history?

You can download a statement of past transactions directly from the app or request one from our support team.

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What if my supplier asks for proof of payment?

You will receive a payment receipt on your registered email which can be shared with your supplier.

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My deposit is not reflecting. What should I do?

Check if you used the correct Surge Africa bank details when depositing and have uploaded the proof of payment on the mobile app. Alternatively, you can email the proof of payment to support@surgeafrica.co

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How do I contact customer support?

You can reach us via:

• Email: support@surgeafrica.co

• Live Chat: Coming Soon!

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What happens if the bank network is down?

If a bank delay occurs, we will notify you and process your payment as soon as possible.