Main Support Channels
Support Email: supportdiaspora@irembo.com
Support call center number: (+250) 788179100 / 9099
This article aims at explaining how the diaspora can report queries/complaints, and request Irembo support to apply different services on their behalf.
All Rwandans living abroad who fulfill the requirements as provided for by the Rwandan law on nationality are eligible to apply for all services on IremboGov.
Below is the list of services Rwandans living abroad can apply on their own without logging into an IremboGov account, and the services they will need to log in to an account.
Services that require an IremboGov account.
Services that don’t require an IremboGov account.
The key requirements while applying for the E-government services via IremboGov:
Adults should have a national ID number
Minors should have a child application number or National identity number (Acquired from the sector of residence/birth or National Identity Agency)
Supporting documents where required
Applicants should have an email address that will receive the application notifications.
We understand most Rwandans living abroad don’t have an IremboGov account and are not able to create it because of not owning a Rwandan phone number linked to the national ID.
Below are the Support process flow, Payment modes, Post-payment process, Application/Payment status, and escalation Prerequisites.
Support process flow.
The processing time to respond to your email is 1 working day.
Payment modes.
After submitting the application, the applicant is sent a Bill ID for payment. Applicants choose the mode of payment: offline (MTN, Airtel, or BK) or online (Visa, MasterCard or American Express). For more information about payment modes, click here.
Post-payment process.
After paying successfully via IremboGov, the applicant receives a feedback notification from the institution informing them when the service will be available. For e-certificate services, you have two options for accessing the certificate.
You can receive it via the email you provided when submitting your application or,
You can download it, but please note that downloading is only possible when you are logged in to your account.
For services that require you to present physical documents, the applicant should visit the nearest embassy.
How to track the application or Payment Status?
After paying for the service, you want to check the payment status or application status.
Follow these simple steps to check the Application/Payment Status :
Visit www.irembo.gov.rw and click on Log in.
Enter a Rwandan phone number, and your password and click Login.
After logging into your account, click on the profile icon featuring your name. A pop-up window will appear, and within it, select "Applications."
Enter the application number or billing number/ID in the search space and click the search button. Your application details will be displayed.
When the application has approved status and the service is an E-certificate you can download it while logged in to your account.
NOTE: You can not download an e-certificate or a receipt if you are not logged into your Irembo account. If you need help with downloading your e-certificate or receipt, write to our email supportdiaspora@irembo.com.
Click on the Download icon “Download Certificate.”
When the application has submitted status it means that the application is not yet approved by the institution.
When the billing number has a payment pending status it means that it is not yet paid for.
When the billing number has payment expired status it means that the billing number is expired and you have to re-apply.
Escalation Prerequisites.
For payment issues, send us the billing number and proof of payment
For delayed application, send us the application number/Billing number
For failing to download the certificate, send us the application number/Billing number.
For applications not found in the institution system, send us the application number/Billing number.