What to prepare before you submit

Have the facts ready before you start. The form will not submit until the required fields are filled.

Funding

For Providus or XpressWallet, have the transfer date, the 10-digit account you sent the money to, the bank you sent it from, the session ID, and a photo of the receipt.

For a wallet transfer that went to the wrong person, have the username you sent from, the username that received it, the username you meant, the amount, and the date.

Bonus

For a weekly bonus, wait 3 days after the bonus payment date. The date must be a real bonus payment date. For awards, a store bonus, or a unilevel or PMB bonus, choose a past month. The current month is not accepted.

Mobile app

Have the date, the amount, and the reference. Data and airtime also need the phone number and network. Electricity needs the meter number and company. Cable TV needs the provider and the IUC or smart card number.

Bank details on file

Have the details currently on file and the correct details. A full change of bank details also needs a photo of your NIN and an official ID card.

Email on file

For a spelling mistake or a new email address, have the email currently on the account, the correct email, your 11 digit NIN, and a photo of the NIN slip.