bKash Remittance Not Received? What to Check Before Anyone Sends It Again

Last checked 30 September 2026

Money was sent to a bKash account from abroad and it has not shown up. Before anyone calls anyone, answer one question: did the sender get a secret number to pass on? If they did, the money is almost certainly waiting to be claimed, and nothing will arrive until the recipient claims it. If they did not, it was meant to land by itself — and that fails for different reasons.

This page takes the two routes one at a time, then covers who to contact and how to escalate. If you have not sent yet, start with sending money to bKash from abroad instead.

First: which kind of transfer was it?

Western Union, Ria and MoneyGram also appear on bKash’s list of partners that pay straight into the wallet — they offer both. So the test is not the company’s name. It is whether the sender was handed a secret number. Which providers can pay into bKash from which country is on bKash’s partner list, and in the bKash app under Remittance.

If the sender chose cash pickup, nothing will land in bKash by itself. If the company is one on bKash’s secret-number list above, the recipient may be able to claim it into bKash with the secret number, as described below; otherwise it is collected where the sender chose. Ask the sender to open the receipt and read which delivery method it shows, rather than remembering.

If it was sent straight to the wallet

These transfers are meant to be fast. WorldRemit describes delivery to bKash as “Instant”; Taptap Send says “Under 5 minutes”, 24 hours a day. So a gap of hours is itself a signal that something has stopped, not that the money is on its way.

1. Read the sender’s status first

The sender should open the transfer in their app, not their bank statement. A card charge proves only that the provider took the money. If the transfer says pending or in review, the money has not left the provider, and bKash has nothing to find — that is a question for the provider. We explain what the usual statuses mean in money sent to GCash hasn’t arrived; the logic is identical for bKash.

2. Check the bKash statement, not the notifications

If the sender’s app says completed, the recipient should look at the statement in the bKash app. Notifications and SMS can go missing; the statement does not. bKash also lets remittance customers request a separate remittance statement from the app, listing every remittance received into the account.

3. Check the number the way the provider wanted it

Taptap Send says the mobile number “must match exactly” what is registered with the recipient’s bKash account. Wise asks for it in international form with the leading zero dropped: a number written locally as 01234567890 is entered as 8801234567890. A single digit out is a different wallet, or no wallet at all.

4. Check the name and the account’s status

bKash’s own instructions to senders are to give the account number and the full name as given when the bKash account was opened, and its partners are required to confirm the account is “registered and valid” before sending. WorldRemit says the account must be “fully registered” and “active”, and that the name should match the name registered on it. Taptap Send goes further: the account must be fully verified, and “unverified accounts may not be able to receive international remittances”.

If the recipient’s details are out of date, they can update them in the bKash app under Information Update, or at a bKash Customer Care Center with their national ID card. An account opened with a different photo ID has to be updated at a Customer Care Center.

5. Check the amount against two different sets of limits

bKash’s own limits page allows an international remittance of BDT 50 to BDT 2,50,000 per transaction, not counting the government and bank incentive, with no daily or monthly count and no daily or monthly total. It also says the usual BDT 5,00,000 maximum account balance does not apply to remittance. A full account is not the reason money is missing.

The providers are stricter than bKash:

So a family that sends several large amounts in one month can hit a provider’s ceiling even though bKash would accept the money. That is a problem on the sending side — the sender’s app is where it will show — not money lost inside bKash.

If it was sent with a secret number

This is the route where “not received” most often means “not claimed”. The money sits with the transfer company until the recipient asks for it with the secret number.

Claiming it in the bKash app

For Western Union, Ria and Mastercard, bKash’s instructions are:

1. Log in to the bKash app and tap Remittance.
2. Tap the transfer company’s name.
3. Enter the secret number and the remittance amount the sender gave you.
4. Accept the terms and submit with your bKash PIN.

bKash says there is no fee to receive, and that it needs the recipient’s own bKash account, registered with their national ID card.

The three things that must match

• The secret number. bKash lists its length for each company, which is a quick way to catch a typo before submitting:

• The amount, in taka, exactly. bKash requires “the accurate remittance amount (in BDT)” from the sender. The sender should read it off their receipt, not remember it.
• The name. Western Union’s terms for this service require that the secret number is issued “in his/her name as per his/her NID card”. If the sender typed a nickname or a shortened name, the claim can fail even with the right number and amount. The fix is on the sending side: the sender asks the transfer company how to correct the name. Do not change your bKash details, or open another account, to match a wrong name.

If bKash says the number or amount is wrong, bKash’s answer is to confirm both again with the sender. There is no way around it from the receiving side.

When the claim says “processing”

A claim has three possible statuses: successful, unsuccessful, and processing. bKash says a claim normally completes at once, and in some cases can take up to 15 minutes; for Western Union it adds that processing depends on Western Union’s own systems and can take a little longer.

Do not submit it again while it says processing. Western Union’s terms for the service say not to re-submit the same amount within ten minutes, and that once a claim is submitted it “cannot be reversed or canceled”.

If it comes back unsuccessful, bKash asks the recipient to note the Request ID from the notification and give it to the bKash helpline on 16247, or to a bKash Customer Care Center.

Claiming it at a bKash agent

For MoneyGram and National Exchange this is the only way, and it works for the other three too. bKash’s conditions:

• Only designated agents offer it — ask first. bKash Customer Care Centers do not.
• The recipient must be there in person, with their original national ID card. A photocopy or a picture of it is not accepted, and neither is a passport or birth certificate.
• Bring the bKash account number, the secret number and the amount.
• There is no fee. If an agent asks for one, bKash asks you to report the agent’s name, phone number and location to 16247.

One warning bKash gives on the same page: if you get an SMS or notification saying your account information was submitted for verification and you did not do it, someone may be trying to claim remittance in your name. Call 16247 straight away.

Who to contact, by what you see

bKash’s helpline, 16247 or 02-55663001, is open 24 hours. It also offers live chat on its website and email at support@bkash.com.

What to have ready before you contact anyone

• The provider’s transaction reference, or the secret number.
• The exact amount in taka and the date it was sent.
• The recipient’s bKash number, exactly as the sender entered it.
• The recipient’s name exactly as the sender entered it, and as it appears on their national ID card.
• For a failed claim: the Request ID from the bKash notification.

That turns “my remittance has not arrived” into something support can act on: “Western Union transfer, MTCN [number], sent on [date] for BDT [amount], shows as paid, but no matching credit appears in my bKash statement.”

Escalating a bKash complaint to Bangladesh Bank

Bangladesh Bank regulates bKash as a mobile financial services provider, and its Customer Interest Protection Centre (CIPC) takes complaints about them. It sets out three steps, in order:

1. Raise it with bKash — the helpline, live chat or a Customer Care Center.
2. Escalate to bKash’s Complaint Management Cell. bKash publishes its contacts on its website; they work 9:00 to 18:00, Sunday to Thursday, excluding government holidays.
3. If that does not resolve it, go to the CIPC — hotline 16236 during office hours, email bb.cipc@bb.org.bd, or Bangladesh Bank’s online complaint form. Include a description of the problem, your contact details, a copy of bKash’s final response, and your supporting documents.

Two conditions matter here. The CIPC does not take anonymous complaints, and it does not take complaints from a third party without the account holder’s written authorisation. So the recipient, as the bKash account holder, is the one who complains — or the sender does so with the recipient’s signed permission. The CIPC also excludes institutions outside Bangladesh Bank’s purview, so a problem that sits with the sending provider belongs with that provider, and with its regulator in the sending country.

Do not send it again until you know what the first one did

A second transfer does not replace the first. If the first was merely unclaimed, or delayed at the provider, both may end up arriving — and money paid into the wrong wallet is hard to recover. Taptap Send’s own help page says recalling a delivered transfer “can be difficult and take time”. Find out the first transfer’s status, then decide.

The checklist

1. Did the sender get a secret number? If yes, it has to be claimed.
2. What does the sender’s app say — pending, completed or cancelled?
3. Is it on the bKash statement, not just missing from the notifications?
4. Was the number entered exactly, in the format the provider asked for?
5. Does the name match the bKash account and the national ID card?
6. Is the account active and fully verified?
7. Has the sender gone over their provider’s monthly limit?
8. For a failed claim: do you have the Request ID?

Questions people ask

How long should a remittance to bKash take?

Sent straight to the wallet, minutes: WorldRemit says instant and Taptap Send says under five minutes. A secret-number claim normally completes at once, and bKash says up to 15 minutes in some cases. Delays measured in hours usually mean the transfer is still with the provider.

Is there a limit on how much bKash can receive from abroad?

bKash’s limit is BDT 2,50,000 per transaction, excluding incentives, with no daily or monthly cap. Some providers set lower ones — Wise and Taptap Send both publish a BDT 450,000 monthly limit for sending to bKash.

I was given an MTCN. Do I need to go to a bank?

Not for bKash. A Western Union MTCN can be claimed into your own bKash account in the bKash app, or at a designated bKash agent.

Can the sender complain to Bangladesh Bank for me?

Only with your written authorisation. Bangladesh Bank’s complaint centre does not accept third-party complaints without it, so it is usually simpler for the account holder to file.

Is the 2.5% incentive paid separately?

bKash says the 2.5% government incentive is added with every remittance transaction, and that its per-transaction limit excludes the incentive. On an eligible BDT 100,000 remittance, 2.5% is BDT 2,500, so the credit can be larger than the amount the sender quoted. Use the amount on the actual transaction rather than assuming. What the recipient does with it afterwards — and what it costs to take out — is covered in sending money to bKash from abroad and what it costs to cash out a mobile wallet.

How we checked this

Read on 30 September 2026: bKash’s Money Transfer Service page, for the sender requirements, the per-transaction limit, the remittance statement and the list of partners by country; bKash’s two Bangla-language pages on receiving remittance with a secret number — in the app and at an agent — for the claim steps, the partner companies, the secret-number lengths, the national ID and in-person rules, the statuses, the 15-minute processing note, the Request ID instruction, the no-fee rule and the verification-fraud warning; bKash’s terms for the app-based service with Western Union, for the name rule, the ten-minute resubmission rule and the no-reversal rule; bKash’s limits page, for the remittance limits and the balance-cap exception; bKash’s contact and Complaint Management Cell pages; Bangladesh Bank’s CIPC page, for the three-step procedure, the contact routes and the third-party rule; Wise’s guide to BDT transfers, for the number format and its limits; Taptap Send’s Bangladesh help page, for its speed, verification requirement and limits; WorldRemit’s page for mobile money to Bangladesh, for its speed and account requirements; and Remitly’s bKash page.

Sources

• bKash: Money Transfer Service
• bKash: receiving remittance with a secret number in the bKash app (in Bangla)
• bKash: receiving remittance with a secret number at a bKash agent (in Bangla)
• bKash: Terms and Conditions for Customer App based Remittance Service with Western Union
• bKash: Limit
• bKash: Contact Us
• bKash: Complaint Management Cell
• Bangladesh Bank: Customer Interest Protection Centre (CIPC)
• Wise help centre: Guide to BDT transfers
• Taptap Send help centre: How can I send money to Bangladesh?
• WorldRemit: mobile money to Bangladesh
• Remitly: send money to bKash

What we left out

bKash does not publish what happens to money sent straight to a wrong but valid bKash number, or how long a reversal takes, so we have not guessed. Nor does it say how long a Western Union claim can stay in “processing” beyond its 15-minute note. We have not covered Nagad or Rocket. And the partner list changes; check it in the bKash app or on bKash’s site for your own sending country rather than relying on this page.

We could not tell from the public pages why Wise and Taptap Send both set a BDT 450,000 monthly limit for bKash when bKash’s own page sets none. We report both as published.

Afromium does not make test transfers and has no access to any bKash account or provider system. This page sets out what bKash, Bangladesh Bank and the named providers publish, read on the date above. Limits, partners and procedures change — check the current terms in the bKash app and with your provider before acting.