How can we help you?

Your Sohana wallet supports 8 currencies simultaneously: EUR (€), GBP (£), USD ($), CAD (C$), XAF (Fr CFA), GHC (₵), NGN (₦), and ZAR (R). Each currency is a separate sub-wallet with its own balance. You can hold multiple currencies at the same time and convert between them at any time at a 0.7% conversion fee.

From your dashboard, tap Wallet → Top up. Available methods depend on your country:

• Bank transfer — EU, UK, US, Canada (1–2 business days, no platform fee)
• Mobile money — Cameroon, Ghana, Nigeria (near-instant, provider fees apply)
• Sohana-to-Sohana — receive from another Sohana user instantly, zero fee

Card top-up is coming in a later release.

Fees depend on the destination:

• EU bank account — 1.0%
• UK bank account — 1.5%
• US bank account — 2.0%
• SWIFT (anywhere else) — 3.5%
• Mobile money — 1.5%
• Another Sohana user — free

The minimum fee on any external withdrawal is €0.50. Every fee is shown before you confirm — no surprise deductions.

At standard KYC level:

• Daily top-up: €10,000
• Daily withdrawal: €3,000
• Monthly withdrawal: €10,000 (rolling 30 days)

Internal Sohana-to-Sohana transfers are instant. Bank transfers typically take 1–2 business days. If your transfer has not arrived after 3 business days, email support@sohana.app with your transaction reference and we will investigate with the payment partner.

A Circle is a digital rotating savings group — the same model known as Njangi (Cameroon), Tontine (Francophone Africa), Esusu (Nigeria), Susu (Ghana/Caribbean), Chama (Kenya), Stokvel (South Africa), and many other names. Every member contributes the same amount each cycle. Each cycle, one member receives the full pot. The rotation continues until every member has received their payout once.

Payout positions are assigned by the organiser at the time the circle is created. The organiser chooses or randomises the order before the first cycle begins. Once set, the order is locked and visible to all members.

A missed contribution is flagged immediately. The member's NCS score receives a −18 point delta. If the contribution is not recovered within the grace window, the cycle is marked as defaulted (−30 points) and the platform's dispute resolution process is triggered. Members who have not yet received their payout can raise a formal dispute.

The creation fee depends on your NCS tier:

• Probation (300–549): €5.00
• Developing (550–649): €3.00
• Reliable (650–749): €1.00
• Exemplary (750–850): Free

You can request to leave a Circle before the first cycle begins — this requires the organiser's approval. Once a circle is active (first cycle has started), leaving is not permitted unless the group votes to dissolve. Leaving an active circle is treated as a default and carries a significant NCS impact (−30 points).

The Njangi Credit Score is a behavioural score from 300 to 850 that measures how reliably you fulfil your financial commitments inside Sohana communities. It is calculated from 5 weighted components: reliability (35%), cycle completion (25%), default recovery (20%), social trust / endorsements (10%), and wallet history (10%). It is not a regulated credit bureau score and is currently used to govern access to platform features and fees.

The most impactful positive events are: completing a full cycle (+12), making contributions on time (+8), and recovering from a late contribution (+5). Endorsements from peers you have completed circles with add +3 each. The most damaging events are a cycle default (−30) and a missed contribution (−18). Consistency over time is more valuable than any single event.

Tiers reflect your platform standing and unlock features:

• Probation (300–549) — Default starting tier. Small circles (≤5 members).
• Developing (550–649) — Most circles available, emergency liquidity access.
• Reliable (650–749) — All circles, early-payout loans, 0.5% fee discount, free circle creation.
• Exemplary (750–850) — Maximum loan amounts, future credit bureau reporting, operator privileges.

The Circle Passport is your portable NCS credential — a digital summary of your entire Sohana history including your score, tier, reliability percentage, cycles completed, endorsements, tenure, and earned badges. It is generated automatically for every account and is designed to be sharable with landlords, lenders, or partner businesses as a verified record of your financial behaviour. External verified sharing is scheduled for 2027.

Sohana is a financial platform and is required to verify member identities as part of Anti-Money Laundering (AML) and Know Your Customer (KYC) obligations. Verification also protects the community — every person you transfer money to or join a circle with has gone through the same identity check. Verified accounts unlock higher transaction limits and access to more platform features.

Verification is in three levels:

• ID verification — Government-issued photo ID (passport, national ID card, or driver's licence) and a selfie.
• Address verification — Utility bill or bank statement less than 3 months old showing your name and address.
• Full KYC — Proof of source of funds (payslip, tax return, or bank statement showing regular income).

You will receive a written explanation of the rejection reason by email. Common reasons include: blurry or cropped documents, expired ID, name mismatch between documents, or documents older than 3 months for address verification. You can resubmit after correcting the issue from your KYC page. If you believe the rejection was in error, email support@sohana.app with "KYC dispute" in the subject line.

Your identity documents are reviewed by the Sohana compliance team and are stored encrypted at rest. During the beta phase, document metadata (type, status, review timestamp) is stored in the database; actual document images are not yet retained. When we introduce document retention for full KYC, it will be with explicit consent and governed by our privacy policy. We do not sell, share, or use your identity data for marketing. See our Privacy Policy for the full data retention schedule.

Your password is hashed with PBKDF2 and never stored in plain text. Session tokens are rotated on every login. All traffic is encrypted via TLS. Your wallet can be frozen instantly from your dashboard if you suspect your account has been compromised.

Immediately: (1) Change your password from your profile settings. (2) Freeze your wallet from the dashboard — this prevents any deposits or withdrawals until you unfreeze. (3) Email security@sohana.app with "URGENT: Possible account compromise" in the subject line. We have a dedicated security response process and will respond within 4 hours during business days.

Correct. Sohana staff will never ask for your password, your full card number, or your OTP via email, phone, or chat. Any communication claiming to be from Sohana and asking for this information is fraudulent. Report it to security@sohana.app.

Email security@sohana.app with a clear description of the vulnerability. We follow responsible disclosure: we will acknowledge your report within 24 hours, keep you updated on our progress, and credit you in our security acknowledgements (with your permission) when the issue is resolved. Please do not disclose vulnerabilities publicly until we have had a chance to fix them.

A Hanatag is your unique payment identity on Sohana — a @handle (like @aïcha.diallo) that lets anyone send you money the same way they would send a message. No account numbers, no IBANs, no SWIFT codes. Just your handle.

You can claim a custom Hanatag from your Profile → Hanatag & QR tab. Characters allowed: letters, numbers, and dots. Length: 3–20 characters. Once claimed, a Hanatag is permanent — you cannot change it again after setting a custom one, so choose carefully.

Sending to another Sohana user in the same currency is always free. If the sender and recipient hold different base currencies, a 0.7% conversion fee applies (minimum €0.50). You see the fee before confirming — there are no hidden charges.

A Circle has a fixed payout rotation — every member gets one full payout in sequence. A Pool has no rotation: members contribute regularly and the accumulated fund is spent on group decisions, approved by multiple admins. Think of a Circle as "I save and take turns" and a Pool as "we save together and decide together."

Every Pool disbursement requires approval from all designated pool administrators (typically 3). No single person can authorise a withdrawal unilaterally. All approvals and rejections are logged permanently. This protects the group against fraud or a single point of failure in governance.

Every campaign goes through a 5-check pipeline before it can accept donations: (1) identity of the organiser, (2) narrative review, (3) supporting evidence (e.g. medical bills, school invoices), (4) verified beneficiary details, (5) final approval. Standard review takes 24–72 hours; emergency causes can be fast-tracked under 24 hours with complete documentation.

Sohana charges a flat 2.5% platform fee on each donation. This covers verification, escrow, fraud screening, and support. The fee is disclosed before the donor confirms and itemised on the receipt. There are no additional tip-jar or convenience fees.

Yes. When donating, select the "Donate anonymously" option. Your name will not appear on the public donor ledger, though your donation will still be logged internally for compliance purposes.