The verdict in three sentences
USSD (*code#) works on any phone, with no data or app, making it the universal channel for offline customers. The flow relies on a prompt push to the customer's phone, with a 60 to 120 second timeout and a merchant-side confirmation via webhook. Its weak point is a roughly 15 % abandonment rate tied to timeout and PIN entry: designed well, it captures customers that cards and QR never reach.
The steps of the USSD flow
A push USSD payment follows a precise sequence. The merchant triggers the request, the operator sends a prompt to the customer's phone, the customer confirms with their PIN, then the webhook notifies the merchant. Each step carries a failure risk.
| Step | Actor | Indicative duration | Risk |
|---|---|---|---|
| 1. Trigger | Merchant / API | Instant | Wrong number |
| 2. Prompt push | Operator | 1 to 5 s | Slow network |
| 3. PIN entry | Customer | 10 to 60 s | Hesitation, forgotten PIN |
| 4. Validation | Operator | 2 to 10 s | Insufficient balance |
| 5. Webhook confirmation | Platform | 1 to 5 s | Webhook not received |
The overall timeout (60 to 120 s) means keeping the order screen pending on the merchant side, then reconciling via the status returned by the API.
Failure causes and completion rate
Understanding why a USSD transaction fails helps reduce abandonment. Here are the common causes and their indicative 2026 weight.
| Failure cause | Indicative weight | Countermeasure |
|---|---|---|
| Timeout exceeded | ~40 % of failures | Clear prompt, pre-filled amount |
| Forgotten / wrong PIN | ~25 % | Help message, retry |
| Insufficient balance | ~20 % | Check before push |
| Wrong number | ~10 % | Number confirmation |
| Webhook not received | ~5 % | Re-confirm via polling |
As a 2026 order of magnitude, overall abandonment runs around 15 %: a well-designed flow (pre-filled amount, clear message, retry) often brings it below 10 %. In francophone Africa, Orange Money and Wave support USSD triggering; in Ghana, MTN MoMo pushes the prompt straight to the feature phone.
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Mini case study
Modou, who runs a hardware store in Thies, serves many customers without a smartphone. He processes 50 USSD payments a day, average basket 8,000 CFA, i.e. about 12,000,000 CFA/month. With a 15 % abandonment rate, he loses about 7 to 8 sales a day at the payment step. By pre-filling the amount and adding a PIN help message, he cuts abandonment to 8 %, recovering about 4 sales/day, i.e. 32,000 CFA/day and nearly 960,000 CFA/month in additional revenue.
FAQ
Does USSD work without internet? Yes, that is its whole point: it runs on the GSM network, with no data or app, on any phone including a feature phone.
What is the timeout of a USSD payment? Generally 60 to 120 seconds: beyond that the session expires and the transaction fails, hence the importance of a clear prompt and pre-filled amount.
What is the typical abandonment rate? As a 2026 order of magnitude, about 15 %, of which ~40 % is timeout-related. An optimised flow often brings this below 10 %.
How is the merchant notified? By a webhook sent within 1 to 5 seconds after validation; if the webhook is not received, polling the status via the API confirms the payment.
Does MTN MoMo in Ghana work the same way? Yes, MTN MoMo pushes the payment prompt straight to the feature phone, with the same PIN and timeout principle as francophone USSD.
Let's talk about your project. We integrate a robust USSD flow with retry and reconciliation to capture your offline customers. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
