Cards

A chargeback is a reversal of funds from a transaction you dispute. It is processed by your bank or payment provider if you have an unresolved issue with a merchant.

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

Request a chargeback if:

1. You were charged twice for the same transaction.
2. The goods or services were not delivered.
3. Cash is not dispensed from ATMs
4. You did not authorize the transaction.
5. Unauthorized transactions (non-fraud related).

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You can submit a request through our app by disputing the specific transaction or by contacting any of our support channels. Please Include all relevant transaction details.

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1. The transaction details should include the account number, date, amount, and the CBA reference.
2. If applicable, provide evidence of any communication with the merchant.
3. If the claim is a partial or full disbursement, or if the merchant failed to provide value, provide a detailed explanation for your dispute.

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

Yes, chargebacks must generally be filed within 120 days of the transaction date otherwise the chargeback rights will be lost.

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No, we do not charge fees for initiating a chargeback.

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1. Our team will review your request.
2. If valid, we will forward the case to the merchant’s bank.
3. You’ll receive status updates through our app or the support team.

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

No, refunds will be available following the resolution of the chargeback claim, if applicable.

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Generally, subscription disputes are not eligible unless there was fraud or a clear violation of terms and condition by the merchant.

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

If the merchant provides evidence to refute your claim, we will notify you and may request additional information from you to proceed with the case.

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The process depends on the acquirer's (Merchant Bank) feedback on the transaction. Once we receive the settlement and the other institution (Merchant Bank) agrees that the transaction failed, we will process the reversal. If not, we will provide an approved receipt to signify a successful transaction.

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

You can monitor the progress directly in the app under cards or by reaching out to our support channels.

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

After we must have confirmed that the receipt is valid, that is the correctness of the PAN, amount, transaction date, RRN and so on. The receipt will be given to you to present to the merchant for resolution.

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

Insist on getting a re-print of the customer copy of the failed receipt to enable us to arbitrate the transaction.

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You can file a complaint for failed transactions at exactly 24 hours after the transaction was consummated, this is to allow for auto reversal to take place.

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Yes

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A Moniepoint card is a Naira debit card that can be used to perform transactions such as ATM and POS withdrawals, card transfers, online payments, and subscriptions. The two types of Moniepoint cards currently available are Verve Cards and Mastercards. Both card types perform the same function.

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

To request a Moniepoint card, follow the steps below:

1. Download and create an account on the Moniepoint app.
2. Navigate to the cards section of the app, click the + icon, and select “New Card Request.”
3. Select the card type you wish to have, either a physical or virtual card, and click the icon below to proceed.
4. Select how you wish to collect your card: “Deliver Card to Me” or “Collect Card from Sales Agent.”
5. For the “Deliver card to me” option, ensure to fill in the details requested: delivery address, nearest area to you, phone number, and alternate phone number.

Please note that this option costs 2000 naira, 1000 naira for the card, and 1000 naira for delivery. 

1. Choose a delivery date and time that would be suitable for you to receive your card from the logistics partner.
2. Input a name you would like for your card; please note that Moniepoint cards do not carry names on them; this name will be seen on the app and not on the card.
3. Once all details have been entered, move on to the payment section.
4. Once payment has been made, the logistics partner’s details will be seen on the app, and you can contact them to request an update on the delivery of your card.
5. For the “Collect card from Sales Agent” option, enter the sales agent’s account number and proceed to the next section. A code will then be generated, and once it is confirmed, the card can then be activated.

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

Kindly follow the steps below to unblock your Moniepoint Expense card;

1. Click on 'cards ' section and select the card details you want to unblock 
2. Click on 'unblock card'
3. Enter the OTP sent to your registered phone number and submit.

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

The maximum number of cards you can have on your personal account is one card and you can have as many cards as you want on your business account.

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

No, each account must have a unique card assigned to it

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Under “Pending Activation" click “View Details.” 

• Click the “Activate Card” icon. 

• When the “Have you received the card” message pops up, click "Yes, I have” if the card has been received.

• The Delivery Code section comes up; give the code to the logistics partner who delivered the card, or click “Continue with Activation.” 

• Under “Activation Code," either scan the QR code or enter the activation code, which can be found on the letter that comes with the card envelope and click “Next” to go to the next section, which is to set up your card pin. 

• On the “Set your Card PIN” section, input your card pin and confirm your card pin. 

• Once that is done, input your transaction pin to complete your card activation. Note that the transaction pin is also known as the user pin; it is the pin the customer uses to make a transfer who delivered the card or click “Continue with Activation.” 

• Under “Activation Code," either scan the QR code or enter the activation code, which can be found on the letter that comes with the card envelope and click “Next” to go to the next section, which is to set up your card pin. 

• On the “Set your Card PIN” section, input your card pin and confirm your card pin. 

• Once that is done, input your transaction pin to complete your card activation. Note that the transaction pin is also known as the user pin; it is the pin the customer uses to make a transfer.

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

1. Log in to your app
2. Navigate tothe Cards section
3. Click on your active card
4. Click on Block Card
5. Then follow the prompts.

OR dial *5573# 

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

1. Log in to your App
2. On your dashboard, click on cards.
3. Click on your active cards
4. Click on Settings
5. Click on Reset Pin
6. Enter the OTP sent to your registered phone number.
7. Reset Pin.

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

Check your card limits in the cards section of your app. To do this, follow the steps below

1. Log in to your App
2. On your dashboard, click on cards.
3. Click on your active cards
4. Click on Settings
5. Click on Card Limits and confirm that your card limit is not less than the amount you are trying to withdraw

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

Confirm that your card is activated successfully and ensure you are selecting the “Savings Account” option when attempting to withdraw.

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

Report the fraudulent transaction to Moniepoint Support immediately. Block your card via the app or contact Support to prevent further misuse.

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

Keep your card details confidential, enable transaction alerts, and use virtual cards for online transactions.

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

Block the card immediately through the Moniepoint app or by contacting Support. Request a replacement card if necessary.

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

Reversals depend on the transaction type and investigation outcome. Report incidents as soon as possible for a higher chance of recovery.

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

Moniepoint employs encryption, secure authentication processes, and fraud monitoring systems to protect your card transactions.

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

For transactions less than 24 hours, kindly provide the beneficiary with the session ID/provider reference of the transaction and advise him/her to contact the bank as funds could be pending with the beneficiary’s bank.

The session ID can be gotten from the online receipt from your Moniepoint dashboard.

If the transaction is over 24 hours, please reach out to our support team with the transaction receipt for further escalation.

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