Account suspended after creation

Problem Description

This occurs when a newly created trading account continues to show as “Suspended” or “Inactive” on the trading engine even after the standard one-hour activation window, preventing trading.

⚠️

This typically happens when the account is created under an existing CHN with incomplete KYC information, as accounts with incomplete KYC are automatically suspended from trading in line with SEC requirements.

Step-by-Step Resolution

1. Log in to the Broker’s Portal (insert link).

2. Go to the KYC Accounts Module.

3. Select Incomplete Investor Accounts.

4. Search for the investor using the CHN.

5. Enter the investor’s complete KYC information and submit the update.

✅

Please ensure that both the CHN and the KYC information inputted is correct.

Expected Resolution Timeline:

Within 12hrs

Additional Tips / Notes:

1. Ensure that the investor’s BVN and bank account are properly linked and updated on the NIBSS database.

2. The linkage and update of NIBSS database is carried out by the investors bank.

3. After updating KYC, allow time for the trading engine to refresh.