Help Center — FAQ
Find answers to the most frequently asked questions. If you can’t find what you’re looking for, our support team is available via chat in the dashboard or by email.
Account and sign-up
Can I create an account without having a business?
Yes. Sangho accepts individuals — freelancers, sole proprietors, craftspeople. During KYC verification, select Individual and submit a valid ID document. No RCCM or NIF number is required for this type of account.
Can my account be suspended?
Yes, in the following cases: violation of the Terms of Service, detected fraudulent activity, KYC not completed within 30 days of sign-up, or a request from a regulatory authority. If suspended, you will receive an email detailing the reason and the steps to lift the suspension.
Can I have multiple Sangho accounts?
No. Only one account is allowed per legal entity or individual. To collaborate with your team, use the multi-user management with RBAC available from Settings → Team. You can invite as many collaborators as your plan allows and assign them distinct roles (Admin, Developer, Accountant…).
How do I change the email associated with my account?
Go to Settings → Profile → Edit Email. A confirmation link will be sent to the new address. The old email remains valid until the change is confirmed. If you no longer have access to your old email, contact support.
Payments and transactions
Why is my transaction in pending status?
The pending status means the payment is being processed by the Mobile Money operator or the bank. This status usually clears within 30 to 90 seconds. If a transaction stays pending for more than 10 minutes, check the dashboard — a payment.failed or payment.succeeded webhook will be emitted as soon as the operator responds. Do not attempt a second payment while the first one is still pending.
My customer says they weren't charged, but the transaction is failed. What should I do?
A failed status guarantees that no funds were deducted on Sangho’s side. Still, check the dashboard (Payments → Transaction detail) to confirm. If your customer still notices a debit on their Mobile Money statement, that’s an operator-side incident — their balance will be automatically credited back within 24 to 48h by the operator. You can give them the Sangho transaction ID as a reference.
Do Sandbox transactions use real funds?
No. In Sandbox mode, no real funds are debited or credited. Use the test phone numbers provided in the documentation to simulate different scenarios (success, failure, timeout, extended pending). Sandbox keys start with sk_test_ — they never work in production.
Can I refund a transaction?
Yes, via the API (POST /v1/payments/{id}/refund) or from the dashboard. Partial refunds are supported. Mobile Money refunds arrive in the customer’s account within 24 to 48h. Bank card refunds take 5 to 10 business days depending on the issuing bank. Sangho fees charged on the original transaction are not refunded.
KYC and verification
How long does KYC verification take?
KYC verification generally takes 24 to 48 business hours after complete documents are submitted. During periods of high demand, this can take up to 72h. You’ll receive an email as soon as your file is reviewed. The KYC status is also visible in real time in Settings → KYC Verification.
My KYC was rejected — what should I do?
Check the detailed rejection reason in Settings → KYC Verification. Common reasons include: illegible document, poor-quality photo, expired document, or a missing supporting document. Fix the flagged issue and resubmit your file — it will be reviewed again as a priority. If the reason isn’t clear, contact support with your KYC file ID.
Can I accept payments without completing KYC?
Only in Sandbox mode. Production payments are fully blocked until KYC is approved — this is a regulatory requirement imposed by the BEAC, not a choice on our part. However, you can fully integrate and test your solution in Sandbox while your KYC is being processed.
Transfers and payouts
When will I receive my funds?
Timelines vary by destination: transfers to a BEAC bank account take 2 to 3 business days, transfers to a Mobile Money account arrive in less than 24h (usually a few minutes during business hours). Payouts can be triggered manually from the dashboard or automated via the Payouts API.
What is the minimum amount for a payout?
10,000 XAF for BEAC bank transfers and 5,000 XAF for Mobile Money transfers. These minimums are set by partner operators and banks. If your available balance is below the minimum, the payout will be queued until the balance is sufficient.
Are BEAC bank transfers free?
Yes, on the Growth, Scale, and Business plans. On the Starter plan, a fee of 0.5% (minimum 500 XAF) applies per transfer. Transfers to accounts outside the BEAC zone (international) are charged 1% (minimum 2,000 XAF) regardless of plan.
Contact support
| Channel | Availability | Response time |
|---|---|---|
| In-app chat (dashboard) | Mon–Fri 8am–6pm UTC+1 | Immediate |
| Email support@sangho.ga | 24/7 | < 24h |
| Dedicated phone line | Business plans only | < 2h |
| Account manager | Business plan | Immediate |
Support is available Monday through Friday, 8am to 6pm (Libreville time, UTC+1). Emails received outside business hours are handled as a priority as soon as we open.