In Côte d’Ivoire, mobile money has become an integral part of daily financial transactions, with over 400,000 service points—far outnumbering traditional ATMs. Citizens rely on these kiosks to deposit salaries, withdraw funds, and conduct other essential transactions. However, agents managing these points often face a critical shortage of cash, disrupting their operations and frustrating customers.

Daily disruptions and frustrated customers

At the bustling intersection of Angré Château in Abidjan, mobile money kiosks are a common sight. Yet, by late afternoon, one kiosk sits empty of cash, leaving customers like Rosette stranded after a long day of work. She had come to withdraw 10,000 West African francs (about 15 euros), only to find the kiosk unable to meet her needs. «When you arrive, they often don’t have what you need, and it’s a recurring issue. You just have to make do,» she explains with resignation.

Inside the yellow booth, agent Nema patiently explains the situation to waiting customers: «There are days when withdrawals surge, and we run out of cash. We apologize and switch to deposit mode to manage the situation.» Some frustrated clients simply leave to try another kiosk. Affoué, the kiosk manager, acknowledges the cost of these disruptions. «Losing a customer means losing their transaction commission. That’s why it’s crucial to keep customers satisfied so commissions can grow, ensuring we turn a profit.»

Financial strain on mobile money agents

Mobile money operators such as Orange, Moov, MTN, and Wave pay commissions to kiosk managers for facilitating transactions. For instance, agents earn between 20 and 60 West African francs (3 to 9 euro cents) for transactions of 10,000 francs (15 euros). The more transactions processed, especially those of higher value, the greater their earnings. However, when cash or credit runs low, the system falters. Agents must temporarily close their kiosks to restock through operators or banks, leading to lost customers and dwindling commissions.

Innovative solutions to cash flow challenges

Gertrude Yapi, Director of Operations at Leya, a startup based in Abidjan, has developed a solution to address these cash shortages. Leya offers a motorcycle-based cash delivery service to mobile money kiosks, ensuring they are restocked within 30 minutes. «We provide credit within four minutes and cash within 30 minutes to keep customers satisfied. This service has enabled kiosk owners to increase their revenue by 50%.» Leya currently serves over 3,000 active clients across four cities in Côte d’Ivoire: Abidjan, Bondoukou, Bouaké, and Korhogo.

Economist Kassoum Timité highlights the broader economic impact of these cash shortages. «Mobile money directly supports Côte d’Ivoire’s informal sector, which contributes up to 40% of the country’s GDP, according to the International Monetary Fund. When liquidity shortages disrupt transactions, economic activity slows down as well.»

In 2024, over 140 billion West African francs (more than 210 million euros) were exchanged daily via mobile money in Côte d’Ivoire, nearly four times the volume recorded in 2020. This underscores the growing reliance on mobile money as a financial lifeline for millions of Ivoirians.