Account Information and Updates

If you're expecting funds in your account but can't see them, it may be in a different account than the one you're looking at.

Here are some reasons why this happens:

You're logged into the wrong app: Moniepoint has two banking apps, Business and Personal. Download the other app and check your balance there. Make sure you're checking the right app. The personal banking app has a white icon and the business banking app has a blue icon.

The money was sent to your phone number: If someone sent money to your phone number, it may have landed in a different account than the one you're checking now. Check your other Moniepoint accounts to see if it's there.

You withdrew from your savings plan: When you withdraw from a savings plan, the funds go to the withdrawal destination that was set when the plan was created. This may be a different wallet from the one you're currently viewing. Check your other wallets by tapping the account selector at the top of your dashboard, the funds should be there.

If none of the above applies, also confirm from the sender that the transaction was successfully sent on their end. If it was successful, please ask the sender to share the transaction reference or session ID with you, and you can contact customer support through any of our channels with that ID.

Are you sure you are checking the right account? If you are not seeing money sent to your phone number, please make sure you are checking the right account.

Moniepoint has two banking applications; Personal and Business. You would need to login to the right application to see money sent to your phone number.

To find the funds:

1. Check if you have another Moniepoint account by looking in both the Moniepoint personal banking app (white icon) and the Moniepoint business banking app (blue icon). You can download the second app from your app store.

2. Log in to the other app with the same phone number or credentials.

3. Check your account balance, the funds should be there.

When you login to an account that is linked to your phone number, you should see your phone number as your account number on the dashboard.

Your SMS notifications gets turned off automatically if one of your accounts accrues very high SMS fees. This only affects the account type where it happened:

Business account: SMS is turned off across all your business accounts. Your personal account is unaffected.

Personal account: SMS is turned off on your personal account only. Your business accounts are unaffected.

To reduce the chances of this happening again:

1. Log in to your Moniepoint app and go to Settings.

2. Select Notification Preferences.

3. Turn off SMS alerts for transaction types you don't want to be notified about.

You can still keep email and push notifications on for any transaction types you turn off SMS for, so you won't miss anything.

If you have any questions, reach out to us through any of our support channels

Your SMS notifications for credit and debit transactions were turned off automatically to protect you from excessive fees. This is because one of your accounts has accrued very high SMS fees this month.

Important:

• Your email and push notifications are unaffected; only SMS alerts are turned off.

• You can turn them back on if you would like to continue receiving SMS.

If you'd like to turn your SMS notifications back on, please follow the steps below:

1. Log in to your Moniepoint app and go to Settings.

2. On the Settings page, select Notification Preferences.

3. Turn on the SMS notifications you'd like to receive again.

If you have any questions, you can reach out to us though any of our support channels.

To close your Moniepoint Account:

1. Log in to your dashboard and access ‘Settings’. You can find the settings option by clicking on the photo icon located at the top left corner of the screen.
2. Under Settings, choose the 'Close Account' or ‘Delete Account’ option.
3. Select the 'Proceed' option to continue with account closure.
4. Select the specific account you wish to close.
5. Provide the reason for closing the account.
6. Complete the face verification process.
7. Enter your transaction pin, then continue to submit.

Please note:

1. Accounts with restrictions, e.g Post-No-Debit (PND) status cannot be closed until the status is lifted.
2. If your account holds over N10, transfer the funds to another account before attempting to delete it.

SMS Alerts are sent to the phone number associated with your account. You are not charged for SMS deliveries that fail.

Please ensure that the correct phone number is linked to your account.

Also note that SMS Alerts can sometimes be delivered late due to network issues.

SMS charges are deducted at the start of the next month. This includes fees for SMS Alerts and Card/Online transaction OTPs.

Any fees you have accrued before disabling SMS would still be deducted at the start of the next month.

Not to worry, now that SMS is disabled you should no longer receive SMS charges for alerts going forward.

Every SMS alert costs N6 so your fees can be higher than normal if you are doing a lot of transactions.

1. Login to your Moniepoint app and go to Settings
2. On the Settings page, select Notification Preferences
3. Turn off the notifications you no longer need. You can turn off Debit and Credit SMS notifications separately.

You can also turn on the notifications you want to start receiving from this section.

If the name or date of birth on the customer's account is wrong for whatever reason, for example the name spelling is incorrect, or the customer has gotten married and wants to change their surname, they can request an update. Both fields exist under the Personal Information section, where the Name field holds the customer's full name. The update can be made using either the mobile application or the web application. Before making the request, the customer must ensure the details on their identity records have already been updated to the correct information, as the account records are verified against these. The exact requirement depends on the customer's KYC level, as explained below.

Before making the request

For customers on KYC Level 2 and above: the details on both the NIN and BVN must match and reflect the correct information for the update to be successful.

For customers below KYC Level 2: the details must have been updated on the ID used to create the account, that is, the NIN or the BVN.

If the customer has not yet made these updates:

1. For NIN updates, they should visit the nearest NIMC centre.
2. For BVN updates, they should visit their enrolment bank (the bank where they registered their BVN).

Please note: after visiting NIMC or the enrolment bank, the customer should allow at least 24 hours before retrying, as it can sometimes take that long for the changes to reflect on the NIN and BVN systems. Once the update has been confirmed, the customer can return to the app or web platform and retry the steps below.

How to update via the mobile app

1. Log in to the app.
2. Click on the display picture at the top left.
3. Click to edit the personal information.
4. Click on the "Update" button beside the field to be updated (Name or Date of Birth).
5. Wait for the request to be processed, then confirm that the details have been updated.

How to update via the web

1. Log in to the web platform via https://atm.moniepoint.com.
2. Navigate to Security.
3. Select Personal Information.
4. Click on the "Update" button beside the field to be updated (Name or Date of Birth).
5. Wait for the request to be processed, then confirm that the details have been updated.

If the update fails due to a mismatch

A mismatch in the customer's records can prevent the update from going through when it is initiated. If this happens, the customer should use the refresh option and try again. If the details still do not update after refreshing, please feel free to contact our support team.

For customers using feature phones

Customers without smartphones are currently unable to make this update themselves, as the update is only available on the mobile app and web platform. In this case, please feel free to contact our support team. (edited)

Overview

Changing an email address is a fairly straightforward process that customers can perform themselves, either on the mobile app or on the web platform. Below are the steps to make the update on each channel.

How to update the Email Address via the mobile app

1. Log in to the app.
2. Click on the display picture at the top left.
3. Click to edit the personal information.
4. Select the Email option to update.
5. Input the new email address and submit the request.
6. Check the email inbox for a verification link and click on it. Once verified, the customer is redirected back to the app and the update is complete.

How to update the Email Address via the web

1. Log in to the web platform via https://atm.moniepoint.com.
2. Navigate to Security.
3. Select Personal Information.
4. Select the Email option to update.
5. Input the new email address and submit the request.
6. Check the email inbox for a verification link and click on it. Once verified, the customer is redirected back to the web application and the update is complete.

Thank you for choosing Moniepoint. If you have any questions or need further assistance, please feel free to contact our support team.

1. Step 1 → Open you Moniepoint App app and navigate to your Profile section
2. Step 2 → Scroll down to Actions and tap on Next of Kin
3. Step 3 → Locate the Residential Address field and enter the updated address
4. Step 4 → Tap Next to confirm your changes
5. Step 5 → An OTP will be sent to your register phone number, provide OTP
6. Step 6 →Authenticate using your Face ID

Your update is saved and takes effect immediately

⏱️ You must wait 4 hours before making another NOK update. A maximum of 3 NOK changes are allowed per 30 days. If you encounter an issue, please try again. If the problem persists after retrying, kindly contact our Support team for assistance. We're here to help.

1. Step 1 → Open you Moniepoint App app and navigate to your Profile section
2. Step 2 → Scroll down to Actions and tap on Next of Kin
3. Step 3 → Locate the Date of Birth field and enter the correct date (DOB cannot be in the future)
4. Step 4 → Tap Next to confirm your changes
5. Step 5 → An OTP will be sent to your register phone number, provide OTP
6. Step 6 →Authenticate using your Face ID

Your update is saved and takes effect immediately

⏱️ You must wait 4 hours before making another NOK update. A maximum of 3 NOK changes are allowed per 30 days. If you encounter an issue, please try again. If the problem persists after retrying, kindly contact our Support team for assistance. We're here to help.

1. Step 1 → Open you Moniepoint App app and navigate to your Profile section
2. Step 2 → Scroll down to Actions and tap on Next of Kin
3. Step 3 → Locate the Email Address field and enter the new email
4. Step 4 → Tap Next to confirm your changes
5. Step 5 → An OTP will be sent to your register phone number, provide OTP
6. Step 6 →Authenticate using your Face ID

Your update is saved and takes effect immediately

⏱️ You must wait 4 hours before making another NOK update. A maximum of 3 NOK changes are allowed per 30 days. If you encounter an issue, please try again. If the problem persists after retrying, kindly contact our Support team for assistance. We're here to help.

1. Step 1 → Open you Moniepoint App app and navigate to your Profile section
2. Step 2 → Scroll down to Actions and tap on Next of Kin
3. Step 3 → Locate the Full Name field and enter the correct name
4. Step 4 → Tap Next to confirm your changes
5. Step 5 → An OTP will be sent to your register phone number, provide OTP
6. Step 6 →Authenticate using your Face ID
7. Step 7 → Your update is saved and takes effect immediately

⏱️ You must wait 4 hours before making another NOK update. A maximum of 3 NOK changes are allowed per 30 days.

1. Step 1 → Open you Moniepoint App app and navigate to your Profile section
2. Step 2 → Scroll down to Actions and tap on Next of Kin
3. Step 3 → Locate the Phone Number field and enter the new number
4. Step 4 → Tap Next to confirm your changes
5. Step 5 → An OTP will be sent to your register phone number, provide OTP
6. Step 6 →Authenticate using your Face ID

Your update is saved and takes effect immediately

⏱️ You must wait 4 hours before making another NOK update. A maximum of 3 NOK changes are allowed per 30 days. Your Next of Kin's phone number cannot be the same as the phone number linked to your account. If you encounter an issue, please try again. If the problem persists after retrying, kindly contact our Support team for assistance. We're here to help.

To receive an update, you must use your device's official app store:

1. Android Users: Updates are found in the Google Play Store.
2. iOS Users: Updates are found in the Apple App Store.

Guidance for Checking and Applying Updates

To ensure you are using the most current version of the app, follow these steps:

1. Open the App Store: Launch the Google Play Store (Android) or the Apple App Store (iOS).
2. Search for the App: Search for our application by name: Moniepoint Personal Banking, Moniepoint Business Banking
3. Check for Updates: If an update is available, you will see an "Update" button on the app's store page. Tap this button to download and install the latest version.

Please be aware that the approval and distribution of app updates are managed entirely by Google and Apple, not our internal teams. This means that:

1. We cannot manually force an update to your specific device or circumvent the official store processes.
2. We cannot resolve issues related to app store functionality (e.g., download errors, store login issues), as these are external services beyond our direct control.

To get your account number:

1. Log in to the App.
2. Click on More or your picture next to your KYC Level.
3. Click on Settings.
4. Scroll down and click on "Phone number account".
5. You will see your main wallet account number.

Do not hesitate to contact us if you have any questions or require additional information.

NOTE: Avoid interacting with unverified social media handles or clicking links that request your OTP or password, as Moniepoint would never ask for this information.

Please note that the debit you received for SMS charges represents a monthly summary charge for all transactional SMS alerts sent to your phone number throughout the month.

Each SMS alert costs N6. You can stop these charges by turning off SMS alerts. Follow the steps below:

1. Log in to your app using your username and password

2. From the Services section of your Dashboard, select More

3. Choose Settings under the Account and Settings option

4. On the Settings page, select Notification Preferences

5. Turn off SMS Notifications for debit and credit

Important:

1. Once you turn this off, you would no longer receive SMS alerts for debit and credits
2. If you have already received some SMS notifications for the current month, you would still be charged for them next month.
3. The narration on SMS charges ends with MonthStartDate_MonthEndDate_DEBIT_0 example 01Mar2026_31Mar2026_DEBIT_0

Kindly follow the steps below to view the bank’s network status from your Moniepoint dashboard

• Log in to your Moniepoint account
• Under Services, click on ‘Network’
• Select the success rate you want to monitor (Bank, Utility bill, Airtime)

Do not hesitate to contact us if you have any further questions or require additional information.

• Log in to the Moniepoint App
• Your balance should be visible on the dashboard

To retrieve your NIN

• Dial *996# from their registered phone number. Please note that there will be a service charge of 20 Naira

BVN can be retrieved instantly by dialling *565*0# using the phone number linked to your BVN when it was registered. The service works across all Nigerian banks and attracts a ₦20 network charge.

How it works

1. Use the mobile number registered with your bank. 
2. Dial *565*0# on your phone.
3. Your BVN will be displayed on the screen (or sent via SMS).Important notes

• The code is compatible with all Nigerian banks.
• A small network/service fee (usually around ₦20) may be deducted.
• Your SIM must be active and have sufficient airtime.
• If you have multiple bank accounts, the BVN shown is the same for all of them.

If it doesn’t work

• Ensure you’re dialling from the registered phone number.
• Try again in an area with good network coverage.
• If the issue persists, visit your bank branch with a valid ID.

To change an account name, you navigate to the business. Then, you go to the three dots and choose "view business account". The speaker noted that two business accounts were attached to the business.

The steps for changing the account name are:

• Click on the account you want to change.
• Click on "edit account" or go via "view account details".
• When viewing the account details, the existing account name is visible.
• Click on "edit".
• Close the current name and fill in a new name, for example, "aggregate branch".
• Click on "continue".

A message should appear confirming that the "Account name has been updated successfully".

Once the update is dismissed, returning to the business account details shows the new name reflected.

NB: BRM can ONLY update (add, remove, change) the suffix of a Business account name, not the Legal business name of a business account

To update your profile information, follow these steps:

1. Log in to your app.
2. On your dashboard, tap your profile picture.
3. Select the option to edit your profile information.
4. Make the necessary updates to your details.
5. Tap 'Save' to confirm the changes.

Do not hesitate to contact us if you have any further questions or require additional information.

If you are a business banking customer, you can find the details of your Business Relationship Manager when you log into your Moniepoint dashboard.

Business Banking customers can have an assigned Business Relationship Manager (BRM)

Typically, to have a BRM, you would need to be a Business Banking Customer and have gotten a Moniepoint POS terminal.

To see your BRM's details on the mobile app

1. Log in to your Moniepoint Business Banking app
2. Click on the profile picture next to your KYC level and scroll down to Business Relationship Manager

To see your BRM's details on the web app (Dashboard)

1. Log in to your Moniepoint Business Banking web app
2. Got to the Business Owner Profile Dashboard

Avoid interacting with unverified social media handles or clicking links that request your OTP or password, as Moniepoint would never ask for this information.

Do not hesitate to contact us if you have any further questions or require additional information.

Kindly follow the steps below to download your business statement of account;

1. Log on to your Moniepoint account via the app.
2. By your account balance, click on 'History'.
3. Click on the 'Export' icon
4. Select the statement type (Standard or Extended)
5. Select the date range for the transactions you want to view, and select a format to download the statement of account in (Excel or PDF)
6. Once the necessary selections are made, click 'Export' to download the statement of account to your device.

Do not hesitate to contact us if you have any further questions or require additional information.

Business Banking customers can have an assigned Business Relationship Manager (BRM)

To see your BRM's details on the mobile app

1. Log in to your Moniepoint Business Banking app
2. Click on the profile picture next to your KYC level and scroll down to Business Relationship Manager

To see your BRM's details on the web app (Dashboard)

1. Log in to your Moniepoint Business Banking web app
2. Got to the Business Owner Profile Dashboard

Typically, to have a BRM, you would need to be a Business Banking Customer and have gotten a Moniepoint POS terminal.

Avoid interacting with unverified social media handles or clicking links that request your OTP or password, as Moniepoint would never ask for this information.

Kindly follow the steps below to check your current ranking

1. Log in to your Moniepoint dashboard
2. Select ‘Performance’ to see a breakdown of your current rank.

Do not hesitate to contact us if you have any further questions or require additional information.

Kindly follow the steps below to view your transactions from the dashboard

• Log in to your Moniepoint dashboard
• Navigate to ‘Payments’
• Select which of the transactions you want to view (Transfer, Purchase, Airtime, bill payment, dispute) 
• Filter with the necessary fields and click on view.

Do not hesitate to contact us if you have any further questions or require additional information.

To close your Moniepoint Account:

1. Log in to your dashboard and access ‘Settings’. You can find the settings option by clicking on the photo icon located at the top left corner of the screen.
2. Under Settings, choose the 'Close Account' or ‘Delete Account’ option.
3. Select the 'Proceed' option to continue with account closure.
4. Select the specific account you wish to close.
5. Provide the reason for closing the account.
6. Complete the face verification process.
7. Enter your transaction pin, then continue to submit.

Please note:

1. Accounts with restrictions, e.g Post-No-Debit (PND) status cannot be closed until the status is lifted.
2. If your account holds over N10, transfer the funds to another account before attempting to delete it.

Your request will be reviewed by our team and processed accordingly.

Do not hesitate to contact us if you have any further questions or require additional information.

If you encounter an error message while attempting to close your account, please consider the following steps:

1. Balance Check: Verify that the account balance is below N10.00. If your account balance is above N10.00, you must transfer the excess amount to another account before proceeding with the closure process.
2. Check for Restrictions: Ensure there are no account restrictions in place. If there's an account restriction, reach out to our support team for immediate assistance.

These steps will help facilitate the successful closure of your account. If issues persist, our support team is ready to assist you.

Do not hesitate to contact us if you have any further questions or require additional information.

If you're unable to access your Moniepoint app and need assistance with closing your account, please follow these steps:

1. Contact Your BRM (Business Relationship Manager): Reach out to your BRM and request that they assist in initiating the account closure process on your behalf.
2. Contact Support: Alternatively, you can get in touch with us through our various support channels for guidance and assistance in closing your account.

Our team is here to help and ensure a smooth account closure process. Feel free to reach out for any further assistance you might need.

The transaction history cannot be deleted. The action is not enabled.

As more transactions are carried out, the historical transactions will be replaced with recent transactions, and aged transactions can be retrieved by downloading the account statement.

Transaction history is essential for regulatory compliance, fraud prevention, and internal record-keeping purposes