FAQ &Help Center
Find answers to common questions and get the help you need to make the most of E-GATE's digital payment services.
Quick Help
Choose a category to find the answers you're looking for.
Getting Started
Learn how to set up your E-GATE account and start using digital payments
Mobile App Guide
Complete guide to using the E-GATE mobile application
USSD Guide
Step-by-step instructions for using USSD services (*123#)
Payments & Transfers
How to send money, pay bills, and make purchases
Security & Safety
Keep your account secure and learn about our safety measures
Troubleshooting
Solutions to common problems and technical issues
Account Management
Manage your profile, settings, and account preferences
Business Services
Help for merchants, agents, and business accounts
Frequently Asked Questions
Quick answers to the most common questions about E-GATE services.
How do I create an E-GATE account?
You can create an E-GATE account in three ways: (1) Download our mobile app and follow the registration process, (2) Visit any E-GATE agent location with your ID, or (3) Use USSD by dialing *123# and selecting 'Register New Account'. The process takes just a few minutes and requires a valid phone number and identification.
What is USSD and how do I use it?
USSD (Unstructured Supplementary Service Data) allows you to access E-GATE services on any mobile phone without internet. Simply dial *123# from any phone connected to AIRTEL, ORANGE, VODACOM, or TIGO networks. Follow the menu options to send money, check balance, buy airtime, pay bills, or purchase tickets.
What can I pay for with E-GATE?
E-GATE allows you to pay for a wide range of services including: school fees, transport tickets (bus, boat, taxi), utility bills (electricity, water), mobile airtime, government taxes and fees, merchant purchases at shops and supermarkets, and money transfers to other E-GATE users or mobile money accounts.
How secure is my money with E-GATE?
E-GATE uses bank-level security including end-to-end encryption, biometric authentication, fraud detection systems, and regulatory compliance with the Central Bank of Congo. Your funds are held in secure escrow accounts, and all transactions are monitored 24/7 for suspicious activity.
Do I need a smartphone to use E-GATE?
No, you don't need a smartphone! E-GATE works on any mobile phone through USSD (*123#). However, our mobile app provides additional features like transaction history, budgeting tools, and enhanced security options. The app is available for both Android and iOS devices.
What are the transaction fees?
E-GATE offers competitive and transparent fees: Money transfers (1-3% depending on amount), Bill payments (0.5-1%), Merchant payments (2-4%), USSD transactions (Free for balance checks, small fees for transactions), and Agent services (Fees vary by location). Check our full fee schedule in the app or ask any agent.
How do I add money to my E-GATE wallet?
You can add money through: (1) E-GATE agent locations with cash, (2) Bank transfers from your existing bank account, (3) Mobile money transfers from AIRTEL Money, Orange Money, etc., (4) Direct deposit from employers or government programs, and (5) Receiving money from other E-GATE users.
What should I do if a transaction fails?
If a transaction fails: (1) Check your internet connection and try again, (2) Verify you have sufficient balance, (3) Ensure recipient details are correct, (4) Contact our 24/7 support at +243 977 415 985, or (5) Visit the nearest E-GATE agent. Failed transactions are usually reversed within 24 hours, and you'll receive an SMS confirmation.
How do I request a refund?
To request a refund: (1) Contact customer support immediately at +243 977 415 985, (2) Provide your transaction ID and reason for refund, (3) Submit any required documentation, (4) Refunds are processed within 3-5 business days for legitimate claims. Note that some transaction types (like airtime purchases) may not be eligible for refunds.
Step-by-Step Guides
Detailed tutorials to help you master E-GATE services.
How to Send Money
Paying School Fees
Using USSD on Feature Phones
Setting Up Biometric Security
Becoming an E-GATE Agent
Buying Transport Tickets
Still Need Help?
Our support team is available 24/7 to assist you with any questions or issues.
Office Hours & Support
Main Office
Kinshasa, 136 ITAGA Avenue
Monday - Friday: 8:00 AM - 6:00 PM
Saturday: 9:00 AM - 4:00 PM
Sunday: Closed
Goma Branch
Goma, MURARA District, 60 RWNZORI Avenue
Monday - Friday: 8:00 AM - 6:00 PM
Saturday: 9:00 AM - 4:00 PM
Sunday: Closed