Question 1

Do I need a local SIM card to use Collis?

Accepted Answer

No. Collis does not require a local SIM card. The app works entirely over the internet. To stay connected in Rwanda, we recommend getting an eSIM from Airalo, which offers affordable local data bundles.

Question 2

How do I add money to my Collis wallet?

Accepted Answer

You can top up your wallet using an international debit or credit card. We require 3D Secure authentication, which means your bank or card issuer will send you a one-time password (OTP) to verify the transaction. If 3D Secure is not enabled, the top-up will fail and you may need to use a different card.

Question 3

How do I withdraw money from Collis?

Accepted Answer

To withdraw, you must first link your PayPal account inside the app. After that, you can request a withdrawal of your available balance. Funds are converted from Rwandan Francs (RWF) to USD using the current exchange rate. Withdrawals are usually processed within 24–48 hours.

Question 4

How do I contact support?

Accepted Answer

You can reach us via in-app support (Profile → Help Center → Support icon) or by emailing help@collis.so. Our support team is available 24/7 to help with payments, account issues, and travel assistance.

Question 5

Why do I need identity verification (KYC)?

Accepted Answer

The KYC (Know Your Customer) process helps prevent fraud and ensures safe transactions. Collis holds a valid Data Controller Certificate (Reg no: 001/2279/0326) from the National Cyber Security Authority of Rwanda, which means your data is stored securely and encrypted.

Question 6

Can I reverse a transaction already made?

Accepted Answer

No. All transactions on Collis are final and cannot be reversed once completed. We strongly recommend double-checking the recipient details before confirming any payment. For disputes, contact support at help@collis.so immediately.

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