We are here to help

When you contact us about a transaction, please have the transaction reference and the date to hand — it lets us find the record straight away. Never send your password or transaction PIN to anyone, including our staff.

What do I need to open an account?

For a personal account: your BVN or NIN, a phone number you can receive an SMS on, and an email address. For a business account you will also need your CAC registration documents, your TIN, and valid identification for each signatory.

How long does account opening take?

Most personal accounts are opened within minutes once your identity is verified. Business accounts take longer because we have to check your registration documents, and may require a visit to a branch.

How do I send money to another bank?

Go to Transfers, pick the destination bank and enter the account number. We confirm the account holder's name with the receiving bank and show it to you before you approve. You then enter your 4-digit transaction PIN to authorise the debit.

Why was my transfer declined?

The most common reasons are insufficient available balance, an amount above your KYC tier limit, or the receiving bank rejecting the account. Whenever the bank declines a transfer we show you the reason it gave. If money left your account and did not arrive, contact us with the transaction reference.

I forgot my transaction PIN. What now?

You can change your PIN from Settings → Security if you still know the current one. If you do not, call us or visit a branch — for your protection we cannot reset a transaction PIN over email.

My PIN is locked. How long does that last?

After three incorrect attempts the PIN is locked for 15 minutes. If you did not make those attempts, change your password immediately and contact us.

How do I raise my transaction limit?

Limits follow your KYC tier. Settings → Limits & KYC shows your current limits and exactly which documents move you to the next tier. Bring the originals to any branch and we will do the rest.

How do I get a statement?

Accounts → Statements. Choose the period you want and download it. Statements reflect the records held by the bank's core banking system.

If you are not satisfied with how we have handled an issue, ask our support team to escalate it. Complaints that remain unresolved may be referred to the Central Bank of Nigeria Consumer Protection Department. Full details of how we handle your information are in our privacy policy.