Troubleshooting common errors on the mobile app

During your continued use of the Palremit app, you may experience some errors. Here are the common ones and how you can resolve them.

Unable to log in due to “network error”

This is sometimes caused by a lag. When this happens, simply clear your app data on your smartphone, and try logging in again.

Invalid login details 

You could experience this error while logging in; verify that the email address and password you entered are correct. 

If you can’t remember your password, click on Forgot Password to reset it.

Incomplete KYC

You could experience this error while creating a virtual card or account on Palremit. Without KYC, you cannot get a virtual account. So please confirm that you have completed your KYC.

If you have completed your KYC and the issue persists, please contact our support team to help with the resolution. This is usually resolved within a few minutes.

Pin required for withdrawal

When you try to withdraw funds from your account, you are required to enter a transaction pin. It is a 4-digit security number used to approve transactions on Palremit. 

If you haven’t set this up, you won’t be able to withdraw your funds. In your app, simply head to Settings > Transaction Pin to set it up.

Currency type not supported

This message pops up when you try to deposit a currency that is not available on the app. For example, you cannot deposit Kenyan Shillings (KES) from mobile money or bank to your Palremit account. So, when you attempt to do so, the app says, “Currency not available”.

We’re adding virtual accounts soon—including USD and Euro virtual accounts so that our users can deposit money with ease and receive funds via this neobanking feature. The means to deposit other currencies in Palremit are also in the works.

Update your app

When we launch new app updates, we inform our users about it. So ensure to constantly update your mobile app as new versions are packed with new features to make your neobanking experience with us smoother.