[{"_1":2,"_175":-5,"_176":-5},"loaderData",{"_3":4},"routes/topics.$topicSlug.$articleSlug",{"_5":6,"_13":14,"_25":26},"topic",{"_7":8,"_9":10,"_11":12},"id",228,"name","Account Login And Security","slug","account-login-and-security-228","article",{"_7":15,"_16":17,"_11":18,"_19":20,"_21":22,"_23":24},474,"title","How do I report a lost or stolen device linked to my app?","how-do-i-report-a-lost-or-stolen-device-linked-to-my-app-474","content","

Contact Moniepoint Support immediately to deactivate the device from your account and prevent unauthorised access.

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

","createdOn","2026-02-09T17:50:01.000+00:00","status","ACTIVE","articles",[27,14,33,39,45,51,57,63,69,75,81,87,93,99,105,111,117,123,129,135,141,147,153,157,163,169],{"_7":28,"_16":29,"_11":30,"_19":31,"_21":32,"_23":24},475,"What should I do if my phone is lost or stolen?","what-should-i-do-if-my-phone-is-lost-or-stolen-475","

Immediately contact Moniepoint Support to deactivate USSD access and secure your account.

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

","2026-02-09T17:50:46.000+00:00",{"_7":34,"_16":35,"_11":36,"_19":37,"_21":38,"_23":24},459,"I forgot my password","i-forgot-my-password-459","

Kindly follow the steps below to reset your password and unlock your account.

Go to the Moniepoint online platform
Click on ‘Forgot Password'
Enter your username and click on ‘Next’
Enter the OTP sent to your registered phone number
A password reset link will be sent to your registered email address
Click on the link and follow the prompts to reset your password
Log in to your dashboard with your new password.

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

","2026-02-09T16:20:57.000+00:00",{"_7":40,"_16":41,"_11":42,"_19":43,"_21":44,"_23":24},458,"I am getting 'Account locked' error while trying to log in to my account","i-am-getting-account-locked-error-while-trying-to-log-in-to-my-account-458","

Kindly follow the steps below to reset your password and unlock your account.

Go to the Moniepoint online platform
Click on ‘Forgot Password'
Enter your username and click on ‘Next’
Enter the OTP sent to your registered phone number
A password reset link will be sent to your registered email address
Click on the link and follow the prompts to reset your password
Log in to your dashboard with your new password.

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

","2026-02-09T16:20:36.000+00:00",{"_7":46,"_16":47,"_11":48,"_19":49,"_21":50,"_23":24},457,"I can not remember my username, please help me.","i-can-not-remember-my-username-please-help-me-457","

Kindly follow the steps below to recover your username

Go to your Moniepoint online platform (web or app)
Click on ‘Forgot username’
Dial the USSD code that pops up using your registered phone number to retrieve your username.

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

","2026-02-09T16:18:52.000+00:00",{"_7":52,"_16":53,"_11":54,"_19":55,"_21":56,"_23":24},456,"How can I log in to my business manager profile?","how-can-i-log-in-to-my-business-manager-profile-456","

Kindly follow the instructions below to access your business manager profile.

Log in to your Moniepoint dashboard
Click on ‘Manage Businesses’
You will be immediately signed in to your business manager profile.

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

","2026-02-09T16:17:59.000+00:00",{"_7":58,"_16":59,"_11":60,"_19":61,"_21":62,"_23":24},455,"How can I reset my passcode?","how-can-i-reset-my-passcode-455","

Kindly follow the steps below to reset your password and unlock your account.

Go to the Moniepoint online platform
Click on ‘Forgot Password'
Enter your username and click on ‘Next’
Input the OTP sent to your registered phone number
Enter your new 6-digit passcode and save
Continue to log in
Enter your new passcode
Perform your device registration
Continue to the dashboard.

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

","2026-02-09T16:16:17.000+00:00",{"_7":64,"_16":65,"_11":66,"_19":67,"_21":68,"_23":24},454,"Why don't I receive the OTPs sent to me from Moniepoint?","why-dont-i-receive-the-otps-sent-to-me-from-moniepoint-454","

If you are not receiving the OTPs sent to your phone number, it could be due to the following reasons.

The phone number you are checking is not the one registered to your Moniepoint account.
The SMS space on your phone is at capacity, and you will need to free up some space before you can receive any more SMSs.
There was an error in the phone number registered to your Moniepoint account during onboarding.
Delayed delivery of SMS.
There is a configuration from your network service provider, and you might need to reach out to them in order to get this resolved.

Kindly note that you can always request that the phone number registered to your Moniepoint account be changed.

To update your profile information, follow these steps:

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

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

","2026-02-09T16:15:01.000+00:00",{"_7":70,"_16":71,"_11":72,"_19":73,"_21":74,"_23":24},453,"How do I register a device?","how-do-i-register-a-device-453","

If you're signing in with a new device, the system will prompt you to register the device for security purposes. Here's how:

Upon login, the system detects the new device and initiates the device registration process.
Click on the \"Register Device\" button to start the registration.
Proceed with the registration by clicking on \"Proceed.\"
Complete the registration by performing face verification, adding an extra layer of security.
After successful verification, you'll be directed to view the dashboard and access your account.

This device registration process enhances the security of your account when using a new device.

If you encounter an error during face authentication, follow these steps:

Confirm that you are conducting the face verification and liveliness test in a well-lit area.
Ensure that you smile while looking at the camera frame.
Ensure you have no facial coverings on during the face authentication process.
Confirm that the person performing the face verification is the same individual whose BVN is registered to the profile.

If all the above conditions are met and the face verification issue persists, reach out to our support team for further assistance.

Our support team will provide additional guidance to address the face authentication error and ensure a successful verification process.

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

","2026-02-09T16:10:47.000+00:00",{"_7":76,"_16":77,"_11":78,"_19":79,"_21":80,"_23":24},452,"Face Authentication failed, what do I do?","face-authentication-failed-what-do-i-do-452","

If you encounter an error during face authentication, follow these steps:

Confirm that you are conducting the face verification and liveliness test in a well-lit area.
Ensure that you smile while looking at the camera frame.
Ensure you have no facial coverings on during the face authentication process.
Confirm that the person performing the face verification is the same individual whose BVN is registered to the profile.

If all the above conditions are met and the face verification issue persists, reach out to our support team for further assistance.

Our support team will provide additional guidance to address the face authentication error and ensure a successful verification process.

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

","2026-02-09T16:07:56.000+00:00",{"_7":82,"_16":83,"_11":84,"_19":85,"_21":86,"_23":24},451,"What is MFA?","what-is-mfa-451","

MFA (Multi-Factor Authentication) is a security measure mandated by the Central Bank of Nigeria (CBN) to enhance the protection of your transactions.

By requiring an additional verification step beyond just your password, MFA helps ensure a more secure transaction environment, safeguarding your account and personal information during transfer transactions.

This extra layer of security is in place to provide you with peace of mind and prevent unauthorised access to your account.

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

","2026-02-09T16:07:06.000+00:00",{"_7":88,"_16":89,"_11":90,"_19":91,"_21":92,"_23":24},450,"My phone was stolen and I can't access my registered SIM card, how do I block my account?","my-phone-was-stolen-and-i-cant-access-my-registered-sim-card-how-do-i-block-my-account-450","

If your phone is stolen and you don’t have access to your SIM, you can still block your Moniepoint accounts using another person's phone. Have a friend or family member with access to the Moniepoint USSD channel dial *5573*911#. They should select \"Stop Debit Transactions\" and choose the \"For Others\" option. They’ll then need to enter your phone number or account number. To complete the process, they’ll be prompted to provide your PIN (not theirs). Once verified, all your Moniepoint accounts—including business, personal, and business owner accounts—will be blocked.

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

","2026-02-09T16:06:27.000+00:00",{"_7":94,"_16":95,"_11":96,"_19":97,"_21":98,"_23":24},449,"What happens if I disable biometrics for login and try to perform a transaction that requires MFA?","what-happens-if-i-disable-biometrics-for-login-and-try-to-perform-a-transaction-that-requires-mfa-449","

If you’ve disabled biometrics for login and attempt a transaction that requires multi-factor authentication (MFA), you will be prompted to re-enable biometrics to complete the transaction. You’ll see a screen guiding you through the process of enabling biometrics so you can authenticate your transaction securely.

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

","2026-02-09T16:05:02.000+00:00",{"_7":100,"_16":101,"_11":102,"_19":103,"_21":104,"_23":24},448,"How do I set up Multi-Factor Authentication (MFA)?","how-do-i-set-up-multifactor-authentication-mfa-448","

To set up Multi-Factor Authentication (MFA), log in to your dashboard and go to Settings. Under Security and Privacy, toggle on the biometrics option.

If you have a biometric-enabled device, simply scan your face or fingerprint to complete the setup.

If you don’t have a biometric-enabled device:

Install the Google Authenticator app from the iOS App Store or Google Play Store.
Follow the on-screen instructions to complete the Smile ID verification.
Scan the QR code displayed on the setup page or enter the unique key provided.
Copy the 6-digit code generated by the Google Authenticator app and enter it on your mobile/web settings page.

Click Activate to finalise the setup.

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

","2026-02-09T16:04:02.000+00:00",{"_7":106,"_16":107,"_11":108,"_19":109,"_21":110,"_23":24},447,"My Face Verification keeps failing during MFA setup, what should i do?","my-face-verification-keeps-failing-during-mfa-setup-what-should-i-do-447","

Face Verification might fail for a few reasons:

Poor Lighting Conditions:

Issue: The lighting may not be sufficient for accurate face recognition.
Solution: Move to a well-lit area, ensure your face is clearly visible, and try again.

Internal Enrollment Service Issue:

Issue: There might be a temporary problem with our enrollment service.
Solution: If this happens, please contact our support team and provide your information. We’ll escalate the issue to our Product Team for quick resolution.

Liveness Test Failure:

Issue: There could be an issue with our Face Verification provider (e.g., Smile ID).
Solution: If you encounter this issue, please contact our support team with your details. We’ll escalate it to our Product Team for immediate investigation.

In any of these cases, if you experience difficulties, please reach out to our support team for assistance.

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

","2026-02-09T16:02:58.000+00:00",{"_7":112,"_16":113,"_11":114,"_19":115,"_21":116,"_23":24},446,"What measures does Moniepoint take to secure app transactions?","what-measures-does-moniepoint-take-to-secure-app-transactions-446","

Moniepoint uses encryption, 2FA, and real-time transaction monitoring to enhance security.

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

","2026-02-09T16:01:51.000+00:00",{"_7":118,"_16":119,"_11":120,"_19":121,"_21":122,"_23":24},445,"At what amounts do I need to use Multi-Factor Authentication (MFA)?","at-what-amounts-do-i-need-to-use-multifactor-authentication-mfa-445","

For transactions requiring Multi-Factor Authentication:

Personal Banking: MFA is required for transactions above NGN 500,000.
Business Banking: MFA is required for transactions above NGN 5,000,000.

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

","2026-02-09T16:00:16.000+00:00",{"_7":124,"_16":125,"_11":126,"_19":127,"_21":128,"_23":24},444,"What types of transactions require Multi-Factor Authentication (MFA)?","what-types-of-transactions-require-multifactor-authentication-mfa-444","

Currently, Multi-Factor Authentication (MFA) is required exclusively for instant transfers.

","2026-02-09T15:58:59.000+00:00",{"_7":130,"_16":131,"_11":132,"_19":133,"_21":134,"_23":24},443,"How can I secure my mobile app account?","how-can-i-secure-my-mobile-app-account-443","

Use strong, unique passwords, enable two-factor authentication (2FA), and avoid sharing login details with anyone.

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

","2026-02-09T15:57:28.000+00:00",{"_7":136,"_16":137,"_11":138,"_19":139,"_21":140,"_23":24},442,"What should I do if I notice an unauthorized transaction on my app?","what-should-i-do-if-i-notice-an-unauthorized-transaction-on-my-app-442","

Immediately change your password and contact Moniepoint Support through the app or email frauddesk@moniepoint.com . Provide the transaction details for review.

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

","2026-02-09T15:56:59.000+00:00",{"_7":142,"_16":143,"_11":144,"_19":145,"_21":146,"_23":24},438,"Can I reverse an unauthorized transaction on the app?","can-i-reverse-an-unauthorized-transaction-on-the-app-438","

Reversals depend on the status of the transaction. Report it promptly to increase the chances of recovery.

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

","2026-02-09T15:54:56.000+00:00",{"_7":148,"_16":149,"_11":150,"_19":151,"_21":152,"_23":24},437,"What security measures does Moniepoint implement for web accounts?","what-security-measures-does-moniepoint-implement-for-web-accounts-437","

Moniepoint uses secure socket layers (SSL), 2FA, and session timeout features to safeguard your web account.

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

","2026-02-09T15:53:12.000+00:00",{"_7":154,"_16":113,"_11":155,"_19":115,"_21":156,"_23":24},374,"what-measures-does-moniepoint-take-to-secure-app-transactions-374","2026-02-09T13:06:16.000+00:00",{"_7":158,"_16":159,"_11":160,"_19":161,"_21":162,"_23":24},372,"How can I enhance the security of my web account?","how-can-i-enhance-the-security-of-my-web-account-372","

Use a strong, unique password, enable two-factor authentication, and log out from shared devices after use.

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

","2026-02-09T13:04:49.000+00:00",{"_7":164,"_16":165,"_11":166,"_19":167,"_21":168,"_23":24},370,"What should I do if I notice unauthorized activity on my Moniepoint web account?","what-should-i-do-if-i-notice-unauthorized-activity-on-my-moniepoint-web-account-370","

Change your password immediately and report the incident to the Fraud Desk or Support team. Provide details of the unauthorised activity.

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

","2026-02-09T13:03:34.000+00:00",{"_7":170,"_16":171,"_11":172,"_19":173,"_21":174,"_23":24},367,"What steps should I take if I suspect my web account credentials have been compromised?","what-steps-should-i-take-if-i-suspect-my-web-account-credentials-have-been-compromised-367","

Reset your password immediately and monitor your account for unauthorised transactions. Inform Moniepoint Support promptly.

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

","2026-02-09T13:01:12.000+00:00","actionData","errors"]

Account Login And Security

ARTICLES IN THIS SECTION

How do I report a lost or stolen device linked to my app?