Frequently Asked Questions
Version 1.0 | March 2026
1. Getting Started
- What is Yousewire?
- Yousewire is a multi-currency financial platform that lets individuals and businesses send money globally, pay bills across six countries, manage payroll, issue invoices, and track business finances — all from a single dashboard.
- Which countries does Yousewire currently support?
- Yousewire supports financial operations in Nigeria, Ghana, Kenya, South Africa, the United Kingdom, and Canada. Bill payments, wallet funding, and transfers are available for these regions. Additional countries are being added progressively.
- How do I create an account?
- Download the Yousewire app or visit the web platform, tap Sign Up, and provide your email address, phone number, and a secure password. You will receive a one-time passcode (OTP) to verify your contact details before your account is activated.
- Is Yousewire free to use?
- Creating an account and maintaining wallets is free. Fees apply to certain transactions such as money transfers and bill payments. All applicable fees are displayed clearly before you confirm any transaction — there are no hidden charges.
- What devices and browsers are supported?
- Yousewire works on any modern web browser (Chrome, Firefox, Safari, Edge) and is fully responsive on mobile devices. Dedicated iOS and Android apps are available for download.
2. Account & Profile
- How do I update my personal information?
- Navigate to Profile in the sidebar. You can edit your first name, last name, phone number, and date of birth from the Personal Information section. Tap Save Changes to apply updates.
- Can I change my email address?
- Your email address is tied to your account identity. To change it, contact Yousewire Support with a verified request. For security reasons, email changes require identity re-verification.
- How do I add or update my business details?
- Switch to Business Mode using the toggle at the top of the sidebar, then go to Profile. The Business Information section allows you to enter your business name, registration number, industry, and business address.
- What is the difference between Personal Mode and Business Mode?
- Personal Mode provides core financial tools: multi-currency wallets, money transfers, bill payments, and transaction history. Business Mode unlocks additional tools including Payroll, Bulk Payouts, Inventory Management, Invoicing, and Business Analytics.
- Can I use both Personal and Business modes on the same account?
- Yes. Both modes are available on a single Yousewire account. You can switch between them at any time using the Personal / Business toggle in the sidebar. Your data for each mode is kept separate and clearly labelled.
3. Wallets & Balances
- What currencies does Yousewire support?
- Yousewire currently supports six currencies across its wallet system:
Currency Symbol Canadian Dollar CA$ US Dollar US$ British Pound £ Euro € Nigerian Naira ₦ Ghanaian Cedi GH₵ - How do I fund my wallet?
- Go to Wallets, select the wallet you want to fund, and tap Fund Wallet. You can fund via bank transfer, card payment, or by receiving money from another Yousewire user. Funding methods vary by currency and country.
- Can I hold multiple currencies at the same time?
- Yes. Yousewire allows you to hold balances in all supported currencies simultaneously. Each currency has its own dedicated wallet, and you can view all balances from the Wallets page or the Dashboard overview.
- How do I view my account details for a specific wallet?
- On the Wallets page, click on any wallet card to expand it and view the full account details, including account number, bank name, and routing information where applicable.
- Is there a minimum balance requirement?
- There is no minimum balance required to maintain a Yousewire wallet. However, some transactions require a sufficient balance to cover both the transfer amount and applicable fees.
- What happens if I try to send more than my available balance?
- The transaction will be declined at the confirmation step. Yousewire will display your available balance and the total amount required (including fees) so you can fund your wallet or adjust the amount before retrying.
- Are my funds insured or protected?
- Yousewire partners with regulated financial institutions to hold customer funds. Details of deposit protection schemes vary by country. Please refer to the Terms & Conditions or contact support for jurisdiction-specific information. However, your balances would be intact on Yousewire.
4. Sending Money
- How do I send money to someone?
- Go to Send Money in the sidebar. Enter the recipient's details (name, account number, bank, and country), specify the amount and source wallet, review the fee breakdown, and confirm the transfer. You will receive a confirmation notification once the transfer is processed.
- What fees apply to transfers?
- Transfer fees are calculated based on the amount sent and the destination country. The fee is always shown on the confirmation screen before you approve the transaction.
- How long does a transfer take?
- Most transfers are processed within minutes. In some cases, particularly ACH and SWIFT transfers, processing may take up to 24 hours depending on the destination bank and country regulations.
- Can I cancel a transfer after it has been sent?
- Once a transfer is confirmed and submitted, it cannot be cancelled if it has already been processed. If the transfer is still pending, contact Yousewire Support immediately with your transaction reference number.
- Can I send money to someone who is not on Yousewire?
- Yes. You can send money directly to any bank account in a supported country. The recipient does not need to have a Yousewire account.
- What is the maximum amount I can send?
- Transfer limits depend on your KYC (Know Your Customer) verification level and verifiable income. Completing full KYC and Enhanced Due Diligence (EDD) verification increases your daily and per-transaction limits significantly.
- Can I save recipients for future transfers?
- Yes. After a successful transfer, if you indicate save as beneficiary, the recipient is automatically saved to your contact list for quick access on future sends.
5. Bill Payments
- Which countries and bill types does Yousewire support?
- Yousewire supports bill payments across six countries.
- How do I pay a bill?
- Go to Bills in the sidebar, select your country, choose a bill category, pick a provider, enter the required details (e.g., meter number, phone number, or account ID), specify the amount, and confirm payment.
- Which wallet is charged for bill payments?
- The wallet corresponding to the selected country's currency is charged. For example, paying a Nigerian electricity bill will deduct from your NGN wallet. If you do not have a wallet for that currency, you will be prompted to fund one first.
- Can I schedule recurring bill payments?
- Scheduled and recurring bill payments are on the Yousewire product roadmap. At present, each bill payment is processed as a one-time transaction.
- Will I receive a receipt for bill payments?
- Yes. A transaction record is created for every bill payment and is accessible from the Transactions page. You can also view it under the relevant wallet's transaction history.
6. Transactions & History
- Where can I view all my transactions?
- Go to Transactions in the sidebar to see a complete history of all your activity including transfers sent and received, bill payments, wallet funding, and payroll disbursements.
- Can I filter or search my transactions?
- Yes. The Transactions page includes filters for transaction type (sent, received, bills, payroll), status (completed, pending, failed), date range, and currency. You can also use the search bar to find transactions by reference number, recipient name, or amount.
- What do the different transaction statuses mean?
Status Meaning Completed The transaction was processed successfully. Pending The transaction is being processed. Failed The transaction could not be completed. Reversed The transaction was cancelled and funds returned. - Can I export my transaction history?
- Transaction export functionality (CSV/PDF) is available. Use the export button on the Transactions page to download your history for a selected date range.
- How do I dispute a transaction?
- If you believe a transaction was processed incorrectly, contact Yousewire Support with the transaction reference number and a description of the problem.
7. Business Mode
- How do I activate Business Mode?
- Click the Business button in the Personal / Business toggle at the top of the sidebar. If it is your first time switching to Business Mode, a guided onboarding tutorial will launch automatically to walk you through all the business features.
- Can I restart the Business Mode tutorial?
- Yes. At any time, scroll to the bottom of the sidebar and click Business Tour to restart the onboarding walkthrough.
- What additional features are available in Business Mode?
- Business Mode unlocks the following tools in addition to all Personal Mode features: Payroll — manage employees and run monthly pay disbursements; Bulk Payouts — send payments to multiple recipients simultaneously; Inventory — manage products with primary and sub-unit pricing; Invoices — create and send professional invoices to clients; Insights — view revenue, cost, profit, and inventory valuation reports.
- Is Business Mode suitable for sole traders and freelancers?
- Yes. Business Mode is designed for businesses of all sizes — from sole traders and freelancers to SMEs. You do not need to be a registered company to use Business Mode features.
8. Payroll
- How do I add an employee to payroll?
- In Business Mode, go to Payroll and click Add Employee. Enter the employee's name, role, department, salary amount, and bank account details. The employee will be added to your active payroll list.
- How do I run a pay cycle?
- On the Payroll page, switch to the Pay Runs tab and click Run Payroll. Yousewire will calculate the total disbursement including transfer fees and show you a summary for confirmation before processing.
- Can I deactivate an employee without removing them?
- Yes. Each employee row has a Deactivate button (the cross icon). Deactivated employees remain in your records but are excluded from future pay runs until reactivated.
- What fees apply to payroll disbursements?
- Each payroll payment to an employee incurs the standard transfer fee based on the currency and amount. The total fee for the entire pay run is displayed on the confirmation screen before you approve it.
- Can I pay employees in different currencies?
- Payroll currently processes payments in the currency of the wallet you select for the pay run. You can create payroll for each currency by grouping the employees for each currency together.
9. Bulk Payouts
- What is Bulk Payouts?
- Bulk Payouts allows you to send money to multiple recipients in a single operation. This is ideal for vendor payments, contractor disbursements, commissions, and any scenario where you need to pay several people at once.
- How do I create a bulk payout?
- Go to Bulk Payouts in Business Mode. Add recipients manually by entering their name, account number, bank, and amount — or upload a CSV file with all recipient details. Review the total amount and fees, then confirm.
- Is there a limit on the number of recipients in a bulk payout?
- The maximum number of recipients per bulk payout batch is 250 beneficiaries.
- What happens if one payment in a batch fails?
- Failed payments within a batch are flagged individually. Successful payments in the same batch are not affected. You can retry failed payments from the transaction detail view.
10. Inventory Management
- What is the Inventory feature?
- Inventory allows you to catalogue your products, set cost and selling prices, define units of measurement (primary and sub-units), and track stock levels. It integrates directly with the Invoicing feature so you can create invoices from your product catalogue.
- How do I add a product?
- In Business Mode, go to Inventory and click Add Product. Fill in the product name, category, cost price, selling price, stock quantity, and unit details (e.g., "Carton" as the primary unit containing 12 "Pieces" as the sub-unit).
- What are primary units and sub-units?
- A primary unit is the main unit in which you stock or sell a product (e.g., a carton, a bag, a box). A sub-unit is a smaller denomination within the primary unit (e.g., pieces inside a carton). Yousewire automatically calculates sub-unit pricing based on the ratio you define.
- How is profit margin calculated?
- Profit margin is calculated as: ((Selling Price − Cost Price) ÷ Selling Price) × 100. This is displayed on each product card and in the Analytics section.
- Can I update stock levels manually?
- Yes. Open any product from the Inventory page and edit the stock quantity field. Stock levels are also automatically reduced when an invoice is created and marked as paid.
11. Invoicing
- How do I create an invoice?
- In Business Mode, go to Invoices and click Create Invoice. Select a client (or add a new one), choose products from your Inventory, set quantities, apply any discounts, add a due date, and save or send the invoice.
- What invoice statuses are available?
Status Meaning Draft Invoice created but not yet sent to the client. Sent Invoice has been sent to the client. Paid Payment has been received and confirmed. Overdue Invoice due date has passed without payment. - What does "Whitelisted" mean on an invoice?
- A whitelisted client is one whose email address has been pre-approved to receive invoices from your account. When you send an invoice to a new client, their email is automatically added to your whitelist for future invoices.
- Can clients pay invoices directly through Yousewire?
- Currently, invoices are used for record-keeping and can be shared as PDFs. Payment is tracked manually by marking the invoice as paid or tracking the name of the payer and the amount paid.
- Can I customise the invoice with my business logo?
- Yes, invoices display your business name, contact details and logo.
12. Analytics
- What does the Analytics page show?
- The Analytics page provides a business performance overview including: Total Revenue — sum of all paid invoice amounts; Total Cost — sum of all product costs based on units sold; Net Profit — revenue minus total cost; Profit Margin — net profit as a percentage of revenue; Revenue vs Cost chart — monthly bar chart comparing revenue and cost; Top Products by Revenue — ranked list of best-performing products; Invoice Status breakdown — pie chart of draft, sent, and paid invoices; Inventory Valuation table — cost value, sell value, and potential profit per product.
- How often is Analytics data updated?
- Analytics data reflects your current inventory, invoice, and transaction records in real time. There is no delay between creating a record and seeing it reflected in the Analytics dashboard.
- Can I export Analytics reports?
- Analytics export (PDF/CSV) is on the product roadmap. For now, you can take screenshots or manually record figures from the dashboard.
13. Referrals
- How does the Yousewire referral programme work?
- Yousewire has two default referral programs: one that enables users to earn a referral reward immediately when their downline has converted a minimum of $200, and another that provides a lump sum reward when a milestone is reached. Every Yousewire user has two unique referral codes and referral links.
- Where do I find my referral code?
- Go to Referrals in the sidebar. Your unique referral codes and shareable links are displayed at the top of the page. You can copy the code for the referral program of choice, copy the link, or share directly via WhatsApp, Twitter, or email.
- How much do I earn per referral?
- The current referral reward is $10 per successful referral. A referral is considered successful when the referred user completes KYC verification and makes their first transaction.
- Is there a limit to how many people I can refer?
- There is no cap on the number of people you can refer. Your earnings accumulate with each successful referral.
- When are referral earnings credited?
- Referral rewards are credited to your NGN wallet within 24 hours of the referred user completing their first qualifying transaction.
- Can I track the status of my referrals?
- Yes. The Referrals page shows a list of everyone you have referred, their current status (pending or completed), and the reward amount earned for each.
14. Security & KYC
- What is KYC and why is it required?
- KYC (Know Your Customer) is a regulatory requirement that verifies your identity. Completing KYC unlocks access to all features, and ensures the platform remains safe for all users.
- What documents are required for KYC verification?
- KYC verification requires a government-issued photo ID (passport, national ID card, or driver's licence) and proof of address (utility bill or bank statement dated within the last three months). A selfie for liveness verification may also be required.
- How long does KYC verification take?
- Most KYC submissions are reviewed immediately. In some cases, additional documentation may be requested, which can extend the review period.
- How long does KYB verification take?
- Most KYB submissions are reviewed within 3 business days. In some cases, additional documentation may be requested, which can extend the review period.
- What are the transaction limits before and after KYC?
- Transaction limits are grouped into Tiers 1, 2 and 3 for individuals and businesses. Visit the transaction limit page on the app to view the limits.
- How does Yousewire protect my data?
- Yousewire uses bank-grade encryption (TLS 1.3) for all data in transit and AES-256 encryption for data at rest. Two-factor authentication (2FA) is available and compulsory for all accounts.
- How do I enable two-factor authentication (2FA)?
- Go to Settings, navigate to the Security section, and set your transaction PIN.
- What should I do if I suspect unauthorised access to my account?
- Immediately change your password via Settings > Security, then contact Yousewire Support to report the incident.
15. Settings & Preferences
- How do I switch between dark and light mode?
- Click the sun/moon icon in the top-right corner of the header, or use the Dark Mode / Light Mode button at the bottom of the sidebar. Your preference is saved automatically and persists across sessions.
- How do I manage notification preferences?
- Go to Settings and open the Notifications section. You can toggle on or off notifications for transfers, bill payments, payroll, invoices, and promotional messages.
- Can I change my transaction PIN?
- Yes. Go to Settings > Security and select Change Transaction PIN. You will be asked to verify your identity before setting a new PIN.
- How do I close my Yousewire account?
- Account closure requests must be submitted through Yousewire Support. Before closing, ensure all pending transactions are resolved and your wallet balances are withdrawn. Account closure is irreversible.
16. Troubleshooting
- My transaction is showing as "Pending" for a long time. What should I do?
- Most transactions complete within minutes. If a transaction remains pending for more than 2 hours, check your internet connection and then contact Yousewire Support with the transaction reference number. Do not attempt to resend the payment until the original is resolved.
- I entered the wrong account number for a transfer. What can I do?
- If the transaction is still pending, contact Support immediately with the reference number. If it has already been processed to the wrong account, Yousewire is not responsible for erroneous transfers; we will attempt recovery but it is not guaranteed.
- My bill payment was deducted but the service was not credited.
- This can occasionally happen due to delays with the service provider. Wait up to 30 minutes and check if the service has been credited. If not, contact Support with the transaction reference and the service account details (e.g., meter number or phone number).
- I cannot log in to my account.
- Ensure you are using the correct email address and password. Use Forgot Password on the login screen to reset your password via email OTP. If the issue persists, contact Support.
- The app is loading slowly or not responding.
- Try refreshing the page or clearing your browser cache. Ensure you have a stable internet connection. If the issue continues, check the Yousewire status page or contact Support.
- I did not receive my OTP.
- Check your spam/junk folder if the OTP was sent by email. For SMS OTPs, ensure your phone has network coverage. OTPs expire after 10 minutes — request a new one if needed. If the problem persists, contact Support.
17. Contact & Support
- How do I contact Yousewire Support?
- You can reach Yousewire Support through the following channels:
Channel Details In-app Chat Available via the Help icon in the app Email support@yousewire.com Call +1 365 825 7185 - What are the Support operating hours?
- Yousewire Support is available Monday to Friday, 8:00 AM – 10:00 PM (WAT), and Saturday, 9:00 AM – 5:00 PM (WAT). Emergency support for account security issues is available 24/7.
- Where can I find product updates and announcements?
- Follow Yousewire on social media and check the in-app notifications panel for the latest product updates, new feature announcements, and maintenance notices.
This document is accurate as of March 2026. Yousewire reserves the right to update features, fees, and policies. For the most current information, refer to the in-app Help Centre or contact Support.