Help & Support

Download the Raoufi app, tap "Create Account", and enter your email address and a secure password. You will receive a confirmation email — click the link to activate your account, then complete your profile.

You must be at least 18 years old and a resident of Algeria. You will need a valid email address, a phone number, and a government-issued photo ID for identity verification.

No. Each person may hold only one Raoufi account. Creating multiple accounts is prohibited under our Terms of Service and may result in all accounts being suspended.

On the login screen, tap "Forgot Password" and enter the email address associated with your account. You will receive a password reset link within a few minutes. Check your spam folder if you do not see it.

Identity verification (KYC) is required by Algerian financial regulations to prevent money laundering and fraud. Without completing KYC, your account will have lower transaction limits and restricted features.

You will need a clear photo of the front (and back, if applicable) of a valid government-issued ID — this can be a national identity card, passport, or driving licence. You will also need to take a live selfie photograph at the time of submission.

Most verifications are reviewed within 1–3 business days. You will receive an in-app notification and email once a decision has been made. If additional information is needed, we will contact you directly.

Check the rejection reason shown in the app. Common issues include blurry photos, expired documents, or a mismatch between your submitted information and your ID. Correct the issue and resubmit through the Verify Account section.

Yes. Your identity documents are transmitted over encrypted connections and stored in a secure document vault. They are only accessed by authorised compliance personnel and are never shared with third parties except as required by law. See our Privacy Policy for full details.

Tap the Transfer tab, select "Send Money", enter the recipient's registered email address and the amount, then confirm. Funds are credited to the recipient's account instantly.

Transfers between Raoufi accounts are processed instantly and cannot be reversed once completed. Please double-check the recipient's email address and the amount before confirming any transfer.

Limits depend on your KYC verification tier. Unverified accounts have the lowest limits. Complete your KYC verification to unlock higher daily and monthly transfer limits. Current limits are displayed in the Transfer screen before you send.

Currently, transfers are available between Raoufi account holders. We are working on additional payment methods. Mobile top-ups are available for supported Algerian network operators.

Check that you have sufficient balance and that you have not reached a daily or monthly limit. If the issue persists, contact us at founder@raoufi.app.

Wait up to 30 minutes and ask the recipient to refresh their account. If the issue persists after an hour, contact us at founder@raoufi.app with the transaction reference and we will investigate immediately.

Mobile top-ups can occasionally take a few minutes to be applied by the network operator. If the credit has not appeared after 15 minutes, contact us with the transaction details at founder@raoufi.app.

If you see a transaction you did not authorise, contact us immediately at founder@raoufi.app. Include the transaction date, amount, and reference. We will begin an investigation and may temporarily secure your account while we review.

Act immediately: change your password using "Forgot Password" on the login screen. Enable your device PIN or Face ID in the Security section of your profile. Then contact us at founder@raoufi.app with URGENT in the subject line.

Go to Profile → Security → Set PIN. After creating a PIN, if your device supports Face ID or Touch ID and you have it enrolled, you can enable biometric unlock from the same screen.

No — never. Our support team will never ask you to share your password, PIN, or one-time codes. If anyone claiming to be Raoufi asks for this information, it is a phishing attempt. Report it immediately to founder@raoufi.app.

Forward the suspicious email or screenshot the suspicious message and send it to founder@raoufi.app with a brief description. Do not click any links or provide any information to the sender first.