Account Restrictions

If you are unable to make a transfer and are seeing the error message "Restricted Account," there is a PND on your account

There are several possible reasons for this restriction:

1. Fraudulent Inflow: Your account may have received a suspicious or fraudulent inflow, leading to an automatic restriction for security reasons.
2. Exceeding Account Limits: If you exceed the transaction limits associated with your current KYC level, your account will be restricted in accordance with CBN regulations.
3. KYC Issues: Incomplete or outdated KYC (Know Your Customer) information can also result in account restrictions.

To avoid account restrictions due to transaction or account limit issues, ensure your KYC is upgraded to Level 3 by providing accurate and necessary documentation and information for KYC approval. This will remove transaction limits and prevent further restrictions.

The other ongoing reasons you may be experiencing a restriction on your account may be any of these 2 things:

1. Card Transfer Resttriction

A lien may have been placed on your account because of an issue experience with card transfers on 4th and 5th October 2026. You received value for the withdrawal, but a reversal was also processed to the cardholder. Our team is working to resolve this as soon as possible and you'll be informed once it has been resolved

2. Transfer Restriction Due to Processor Downtime

A lien may have been placed on your account following a processor (NIP) downtime on 2nd October 2026. Some transactions showed as "Failed" and were reversed, but value was still received. The lien is for recovery of that amount, and you will received a communication once resolved.

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

PND means your bank account has been restricted from making any debit transactions. This includes transfers, withdrawals, card usage, and bill payments. The account can only receive money, but cannot send or spend until the restriction is lifted

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

If you’re unable to carry out transactions like transfers or withdrawals, and you receive messages such as:

• "Transaction not permitted."
• "Account restricted"
• "PND placed on account"

…it means your account is under a Post No Debit status.

You may also be notified via email, SMS, or through your app.

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

Your account may be placed on PND due to one or more of the following reasons:

• A regulatory flag (e.g., KYC or BVN issues)
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• Suspicious activity or fraudulent inflow
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• Pending documentation or compliance review
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External instruction from a regulatory authority (e.g., court order or EFCC directive)

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

To lift the PND status on your account:

1. Contact Customer Support: Reach out to us via Live Chat, Email, Social Media or call
2. Provide Required Documents: You may be asked to verify your identity (like a valid ID, BVN, proof of address document).
3. Cooperate with Investigation (if applicable): If the restriction is due to a fraud-related issue, we may require further review or resolution.

Once cleared, your account will be restored to full functionality.

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

Timelines vary based on the reason for the restriction. 

Simple KYC or documentation issues can be resolved within 24-72 hours. 

If a third party or regulator is involved, it may take longer.

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

Yes, you’ll be notified via email, in-app & SMS once the restriction is lifted.

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

Yes, your account can still receive funds even if it is under a PND. The restriction only affects outgoing transactions.

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