How we protect your money and your data
A plain look at who moves your money, how we verify and protect accounts, and what to do if something goes wrong.
Encryption
Industry-standard encryption protects your personal data, account details, and transfer information in transit and at rest.
Identity verification
Before you send, we verify your identity as required by law. Depending on your account, this may include a government ID check and a selfie or liveness check performed by our verification provider.
Transaction monitoring
Automated monitoring helps identify unusual activity, and transfers may be reviewed at any time. Our compliance program includes automated sanctions screening and human review where needed.
Fraud prevention
Account security controls and risk checks help protect your account from unauthorized access and fraudulent activity.
Controls and compliance
We maintain controls designed to protect customer information and transactions, and we work with our regulated partners to meet applicable anti-money-laundering and consumer-protection requirements.
Delivery times
Most eligible mobile-money transfers arrive within minutes. Bank deposits and other payout methods may take longer depending on the destination, recipient provider, required review, and local network availability.
How to spot a fake SonghaiPay message
Scammers copy the names and logos of money transfer apps. Before you click a link or share anything, check these signs.
What real SonghaiPay contact looks like
- Our only website is songhaipay.com. Emails come from addresses ending in @songhaipay.com. Look-alike addresses such as songhaipay-support.com or songhai-pay.net are not us.
- Our WhatsApp number is +14048548688.
- Our only official social media accounts are the ones below. Anyone else using our name or logo is not us.
We will never ask you to
- Share your password, PIN, or a one-time login code, even with someone claiming to be our support team.
- Give your full card number or security code by email, text, phone, or social media.
- Send money to a new person to “unlock,” “verify,” or “protect” your account.
- Install remote-access apps or log in through a link we sent out of the blue.
Once a transfer is paid out, it may not be possible to get it back. Only send money to people you know and have met in person.
Stop and talk to someone you trust if you’re asked to send money to claim a prize, pay for a job or visa, help someone you’ve only met online, or settle a debt with a government agency. Pressure to act quickly or keep a transfer secret is a warning sign.
- A 4-digit PIN that you choose confirms every transfer.
- Two-step login with an authenticator app, which you can turn on under Security.
- Use a password you don’t use anywhere else, keep your phone locked, and keep the app updated.
If you think your account is compromised
- Change your SonghaiPay password and PIN right away.
- Email security@songhaipay.com with your account email and any transfers you don’t recognize.
- If a card linked to your account may be exposed, contact your bank to block it.
Your rights as a sender
Before you pay, you will see the transfer fee, exchange rate, and the amount your recipient will receive. Where US remittance-transfer rules apply, you may have the right to cancel a transfer within 30 minutes of paying for a full refund, and up to 180 days to report an error. See our cancellation, refund and error resolution policy for how this works and when exceptions apply.
Card details are handled by our payment partner and are not stored on SonghaiPay servers. Transfers are subject to identity verification, transaction review, and sanctions screening. We cannot send to sanctioned individuals or restricted countries.
Contact us
- Support
- support@songhaipay.com
- Privacy
- privacy@songhaipay.com
- Security
- security@songhaipay.com
- Company
- Songhai LLC650 Ponce De Leon Ave Ste. 300 #1380, Atlanta, GA 30308
Policies
If a transfer goes wrong
- Contact support with your transfer ID and a short description of the problem.
- If your issue is not resolved, reply asking for it to be escalated. A senior team member will review it with our payment partner.
- If you are still not satisfied, you may contact your state financial regulator or submit a complaint to the Consumer Financial Protection Bureau at consumerfinance.gov.
Have a security concern?
If you notice activity you don’t recognize or get a message that doesn’t look right, contact us right away.
Email security@songhaipay.com to report a concern.