Help centre
Cards and transfers
Freezing a card, failed transfers, and money that has not arrived.
How do I freeze my card?
In the app: Cards, then Freeze. It is instant and instantly reversible, so freeze first and look for the card afterwards. If you cannot reach the app, call 0814 296 1654 during working hours, or message us on WhatsApp on 0814 374 0921.
I sent money and it has not arrived
Most transfers settle within seconds; some take up to 24 hours. If it has been longer, raise it at complaints with the transaction reference. We are required to resolve a failed transfer within 3 working days for a transfer within Nigeria.
I was debited at an ATM but got no cash
Report it the same day on 0814 296 1654 or through complaints. Under CBN rules a failed ATM withdrawal on our own network must be reversed within 1 working day, and within 3 for another bank’s machine. If we miss that, you are entitled to ₦10,000 per day of delay.
How much does a replacement card cost?
From 1 September 2026, ₦1,000 — reduced from ₦1,500. See the tariff guide for every charge.
Did that not answer it?
Card and fraud line, 8am–5pm Monday to Friday — 0814 296 1654. If something has actually gone wrong rather than being unclear, raise a complaint instead: you get a reference number immediately and a resolution inside 14 working days.
Security
We will never ask for your PIN, your OTP or your password
Not on the phone, not in chat, not by email, and not by anybody claiming to be from the bank or the CBN.