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Support Desk

We have a dedicated in-house support team ready to help with all your enquiries on any of our products.

  •          Application & Services - All products in our RemitONE suite.
  •          Accounts & Billing - Get help with your accounts, subscriptions and payments.

Our technical support team are readily available to help with all your Money Transfer Engine (MTE) related issues and enquiries. They can be reached via the following contact:

Online Helpdesk:

Telephone: +44 (0)20 8099 5795

Telephone support is provided to customers on Professional & Enterprise Editions only, please consult your agreement if you are unsure if you qualify for telephone support.



What Is Intercom?

Intercom is a live/support chat provider that adds chat options with support people. It connects you to support employees from your app (ORM/Flutter app). To add this to ORM/Flutter app first you will need to open up an account with intercom. After getting an account you will need the below credentials to integrate it with ORM/Flutter app 

1. Android API Key - keys for enabling intercom on andorid app

2. IOS Api Key - keys for enabling intercom on ios app

3. App Id - required for both android and ios. If you are enabling intercom on web only you will require only the app id

How to add on ORM?

To add intercom on orm you only need to add the below config in config_3rdparty.json

"enabled": true,
"provider": "intercom", // name of the provider - for now only intercom is supported
"provider_configs": {
"intercom": { // if porvider is set to intercom there should be one part in here for same provider name. like you see here
"defaultAppId": "<app-id>", // replace with app id from interocm
"agents": {
"00001": {
"appId": "<app-id>" // only required if multi-orm enabled. replace with app id from other clients

For Multi ORM

If multi orm is enabled and you have different app-id for each of the agents add aditional configs for each of the agenst like below.

"agents": {
"00001": { // this represents agent-name/agent-id
"appId": "<app-id>" // only required if multi-orm enabled. replace with app id from other clients

After adding the appropriate configs just do a config update like

php bin/console scripts:config-update

How to add on Flutter App

To add intercom on flutter app add the below configs on build_config.txt

SUPPORT_CHAT_PROVIDER=intercom // provider name. only intercom is supported for now
INTERCOM_APP_ID=<app-id> // replace with app id
INTERCOM_ANDROID_API_KEY=<andorid-api-key> //replace with andorid api key
INTERCOM_IOS_API_KEY=<ios-api-key> // replace with iso api key

with this configs do the build you should see trigger points for chat on

1. sign in page right after forgot password
2. on dashboard top right corner
3. on more tab right after contact us

Payaza Export Integration

This integration involves the following parts:

  • MTMS:
    • import of entities from XLSX file
    • web service user(s) set up
  • Middleware: configuration to pull from MTMS

Import entities

When setting up a client, Payaza will give a XLSX file having one sheet for each country and transfer type.

At May 2024 Payaza is covering

  • Bank Transfers to Nigeria, Ghana and Kenya
  • Mobile Transfers to Ghana, Kenya, Uganda and Tanzania.

To import the entities please open a terminal, go to the folder of mtms10 system and type the following command:

php bin/integration payaza:import-entities

The script will provide to create the destination countries, processing banks, delivery banks and branches and the mobile network operators as needed.

The process will be tracked on the screen while executing, and all the activity will be recorded in the file logs/payaza_entity_import.log.

Web Service users

When the countries, processing banks and connected entities have been imported, we have to create one web service user for each processing bank related to Payaza.

This can be achieved in ARM: connect as admin, go to Admin→Web Service Users and add a new user connected to the Processing Bank.
Repeat the operation for each Processing Bank involved in the integration.


In Middleware the steps to follow are:

  • Create a client connected to the MTMS system
  • Create an integration with the parameters to configure as template
  • Create an association between the client and the integration, and set the correct values for the configuration parameters

To create a new client, you have to connect to the middleware, go to Clients on the left side menu, click on "Add Client" and fill the fields in.
The URL is the URL of the MTMS system to pull the transactions from.

To create an integration, click on Integration on the same menu, Add Integration and copy the following template in the textarea:

    "pin": "1234",
    "api_token": "XXXX",
    "tenant_id": "test"

Then save.

The next step will be to create an association between the client and the integration: this can be done clicking on Client Integrations on the left side menu, and then click on the button Add Client Integrations.

The screen will allow you to choose the client from the first dropdown (ideally the client just created), and Payaza from the dropdown of the integrations.

After that please set the right values in the available textareas: the first one will host the information relative to the web service user that will connect to the MTMS system, the second will have the parameters to export the transactions to Payaza.

You have also to set the name of the processing bank to select the transactions, and enable the association.

Then press Create on the top right side of the screen.

If the cron jobs are running automatically, then transactions will be visible in the page Transactions when the pull is happening periodically.

TWAIN Scanner Integration

This integration allows the ARM users to upload documents and IDs using the local scanner through the Dynamsoft driver.
It will work only installing this package in a Windows machine, and a javascript library connected to it, already included in few ARM screens.

Please note that this driver will require a licence; for the test system it is possible to download the dev version of the library with a temporary 30-days licence, that can be renewed 2 times only.

This product key can be set updating the configuration setting DYNAMSOFT_TWAIN_PRODUCT_KEY in ARM.

This integration will work only for the following screens:

  • Create/Update member
  • Create/Update beneficiary
  • Transaction Details
  • Cash Collection Transaction Payout

To enable this integration, go to Configuration Settings and enable the setting ENABLE_TWAIN_SCANNER_UPLOAD; after it has been enabled, each ID and document upload will show a new button Upload with Scanner as in the following screenshot.

ID scan example

Clicking on the button, a popup will open, with a form to scan the image; if the driver is not installed, the library will ask to download a msi file and install it.
As soon as the driver has been installed, it is possible to press Scan, select the scanner and allow the scanner to get the image.

Scanner retrieval

If a spinner is a appearing, then the library is working correctly; if some error is caught (for example, no scanner found, or no paper in the scanner) then an alert is shown on the screen.

When the image has been scanned, it will be shown in the left side of the popup, and a set of tools will appear on the right side: Crop, Rotate Left, Rotate Right.

Scan done successfully

It is now possible to select an area from the scanned image and press Crop, or rotate the image as needed; when the image will be cropped, the viewer will update the view area with the cropped part of the image.

Scan Crop

The next step will be to press Accept Scan, the popup window will close and the file field will be filled in with the new scanned file.

File filled in

This article (attachment) explains in depth how our billing function operates and to give examples of how transaction and support incident costs are calculated, our customisation (bespoke development) payment and delivery process and how we allocate your payments made to us. The final sections cover how and when we send out reminders, suspension of service (due to non-payment), late payment fees, disputed items and VAT charges.

Please read this article carefully. If you have any questions regarding this article or your business circumstances please feel free to contact

To make any fields display or required based on your own needs please follow the information below.

Go to the ARM > Settings > System Configuration Settings > Configuration Classification : UI > Expand "Field Settings"

Just a little recap about the configuration UI settings -

1- the whole system looks at  This includes the ARM, ORM and RWS.

2- The ORM and RWS then look at for any overrides. If you change anything in point 1 and it doesn't reflect on the apps/ORM then you will need to change it here as well.

3- For any country overrides you will need to add them to . "Country Name-Destination" for the ARM , "ORM-Country Name-Destination" for the the ORM/apps. "Country Name" for the source country. "Country Name" will be the exact spelling you use for said country in the Destination/Source country list.


Please see the information below about the fields:

a- If a field starts with "remitter.registered" then this is for the remitter profile with registration type "Registered". For Edit and Create remitter page.

b- If a field starts with "remitter.basicregistered" then this is for the remitter profile with registration type "Basic registered". For Edit and Create remitter page.

c- If a field starts with "benef" then this is for the beneficiary profile (create and edit page).

d- If a field starts with "trans_new" then it is for the transaction creation page.

e- If a field starts with "trans_payout" then it is for the transaction payout screen (when the bank pays out the transaction).

If there are any further questions please do not hesitate to get in touch.

Dear RemitONE customer, let us know how we can help support you with your platform! Best wishes, Reza.

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