Unable to create an account

Problem Description

This occurs when an account opening request is unable to be initiated on the portal.

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It could be because of:

-the NIBSS Validation API is down, preventing BVN or account checks,

-or the investor’s BVN and bank account are not properly linked on the NIBSS ICAD platform; or a foreign/international phone number was entered (only Nigerian phone numbers are supported.)

Step-by-Step Resolution

1. Take a clear screenshot of the error message as it appears on the portal.

2. Send an email to our contact center team, attaching the screenshot or clear details of the exact error message showing on the portal at the point of attempting to initiate the account.

3. If the issue is caused by NIBSS API downtime, a service disruption email would already have been sent, and a follow-up email will be sent once the service is restored.

4. If the issue relates to BVN or failed bank account number validation, as a broker, you are to advice the investor to visit their bank for proper linking of their BVN and bank account on the NIBSS ICAD platform.

5. If the error is not related to any of the above, our team will review internally and guide the broker on what needs to be done next.

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Please ensure that the screenshot provided states the error received on the portal

Expected Resolution Timeline:

Within 24hrs after receipt of the complaint email.