1. Getting Started
  2. Funding Wallet
  3. Withdrawals/Cash Out
  4. Payments
  5. Transaction History
  6. Security
  7. Customer Service
  8. PIN Change
  9. General Questions

 

1. GETTING STARTED:

What is 9Pay?

9Pay is your every day multipurpose piggy bank and money manager. It allows you to address your everyday micro savings and money management decisions and activities at the very tip of your fingers. It helps you save little amounts of change at points of sale where cash is your means of payment, mop up loose monies hanging around in your drawers at home, your car, or at the office, enables you transfer money to friends and family instantly, effect bill payments with ease and convenience, regardless of the type of phone device you have.

With this powerful e-commerce tool now under your every request, fund your wallet to make purchases at merchant locations has never been easier. And we didn’t stop there. You can now enjoy sales discounts, loyalty points and treasure hunts with merchant partners for purchases made through your wallet.

You do not have to have a bank account to enjoy 9Pay’s whole new world of ease and convenience in managing your money. Collecting your change from a merchant when you make payment with cash. Or Money sent from your friends and dear ones who have 9Pay wallets.

How do I register for 9Pay?

You can register right here on www.9pay.com.ng by clicking on the “Get Started” tab in the middle of the home page to create an account for you. Likewise you can dial *500# if you are an 9Mobile network subscriber and select “Register”.

All you will be required to provide is your First Name, Last Name, Phone Number and your preferred 4-digit PIN. We will immediately open an 9Pay account just for you.

 

2. FUNDING WALLET:

How do I load money onto my 9Pay Wallet account?

First, you have to get on any of the following two channels:

  • Via Web, log on to our web portal 9pay.com.ng and sign in. Go to the “Fund Wallet” tab.
  • Via USSD, dial *500# on the 9Mobile Nigeria network if you are an 9Mobile subscriber. Follow the onscreen prompts to “Fund Wallet”.

You will then be prompted to enter the desired amount you want to load to your wallet. We have set a N50, 000 per transaction maximum limit daily for your security and safety on USSD channel.

The maximum limits for loading your wallet daily are:

  • Via USSD: N50, 000 per day
  • Via web portal: N100, 000 per day

Enter your card details and you load the amount desired into your wallet.

Is there a limit to the number of times I can load money onto my 9Pay Wallet?

Not at all. You can load money or receive funds as many times as you want, provided you do not exceed the maximum amount balance limit.

Which of the bankcards are available for loading money on 9Pay Wallet?

We are connected to all banks and financial institutions via card payment option to fund your wallet. All. However if your financial institution doesn’t appear on the list do reach out to us.

What happens if the transaction stalls and money gets deducted from my account while loading money?

This is an unlikely situation but there is no need to worry. If the payment is complete we will attempt to load the money to your wallet again. In case a transaction fails in the middle of a load due to technical issues or your monthly limit gets exceeded, we send the amount back to the source account within 7 to 10 working days (excluding public and government holidays).

What is the maximum amount of money I can have in my 9Pay Wallet at any time?

 Your wallet balance cannot exceed N250, 000 at any time.

 

3. WITHDRAWALS/CASH OUT:

How do I cash out or withdraw money from my wallet?

This is a very simple process. On any of our platforms – USSD or web platforms - just select “Transfer To Bank” and select the bank and amount you wish to transfer to. Once this has been done, you can proceed to your normal cash point at the bank or ATM.

Are there any charges involved for withdrawal transactions?

There is an industry standard charge of N100 flat per transaction for transfers to bank accounts. Beyond this, there is no other charge to your 9Pay wallet for withdrawal transactions.

What is the maximum amount of money I can withdraw from my 9Pay Wallet at any time?

You can withdraw up to a maximum of N50, 000 a day. If you attempt to withdraw more than N50, 000 for the day, the amount will not be sent to your bank account and will instead be re-routed to the source account for safety reasons to protect you from fraud.

What will happen to my withdrawal/cash out to bank if I enter the wrong account details?

If the account number or NUBAN numbers entered do not match the account name at the bank’s database or found to be incorrect by the bank, we will reverse the amount into your 9Pay Wallet.

How long will it take to process a withdrawal?

The withdrawal to your bank account should happen same day.

Can my account be used by other 9Pay users as well for withdrawal purpose?

Well, in truth any 9Pay user can transfer money to any bank account including yours, which is assumed only you have access to. We advise that you keep your bank account access to yourself exclusively at all times.

How do I send money via 9Pay Wallet?

It’s a simple four-step process:

  • Simply select the ‘Send Money’ option displayed.
  • Enter the mobile number of the beneficiary
  • Enter the amount to be transferred
  • Enter your PIN

And that’s it, money sent!

* The beneficiary will be notified that he or she has received money via SMS. If the receiver is already using 9Pay Wallet, then he/she will also get a notification on mobile.

What are the charges involved in sending?

Customers can send money to other wallet holders at N10 flat per transaction. Just do us all a favor and please ensure that you have sufficient balance when you’re sending money!

Is there a limit on the amount I can send?

For your safety and security from fraud, you are limited to a maximum funding from your bank Card of N50, 000 daily on USSD, and N100, 000 via Web, however once your wallet is funded there is no limit to the number of transactions you can do within 9Pay platform.

What if the beneficiary has not registered with 9Pay Wallet?

If the beneficiary hasn’t registered with 9Pay Wallet, we will send them an SMS, notifying them that you have sent them money via 9Pay Wallet. The alert will also include links for downloading the app, *500# for 9Mobile Nigeria subscribers, or www.9pay.com.ng, so the beneficiary can access the app easily if they aren’t already using 9Pay Wallet.

What happens if I send the money to the wrong mobile number?

 If you accidentally send money to an incorrect mobile number, the system will reject the request and return the funds back to your wallet. However if you send money to a correct but unknown person’s number, not much can be done about it.

 

4. PAYMENTS:

Hey, guess what? Your 9Pay Wallet is soon going to be linked to several awesome apps, such as Google Play, Uber, and utilities such as PHCN, DSTV and select Internet service providers.

How do I make payments?

Look out for the 9Pay Wallet logo which you will soon come across while browsing several merchant sites. Keep your wallet funded to enjoy a seamless and pleasurable payment experience.

 

5. TRANSACTION HISTORY:

Where can I see my transaction history?

You can view all your transaction history at any time by accessing the “View History” option in the Web Portal. At any time.

How many transactions can I view at a time? Does this include transactions made via the website as well?

All of them! You can view all transactions via the web portal. Since the USSD and the website serve the same purpose, all transactions made over the last six months can be viewed at any time.

 

6. SECURITY:

Is my credit/debit card, net banking information secure on 9Pay Wallet?

9Pay Wallet uses VeriSign certified 128-bit encryption technology and is PCI-DSS (Payment Card Industry Data Security Standard) certified to ensure the security of your credit/debit card, net banking information at all times. No matter what the transaction, no one can access the information but you. So yes, your information is as secure on 9Pay Wallet as it ever can be anywhere else.

What does PCI-DSS certified mean?

It means your information is safe with us. The Payment Card Industry Data Security Standard (PCI-DSS) is a trademarked information security standard for organizations that handle cardholder information for debit, credit, e-purse, ATM and POS cards. The standard was created to increase controls around cardholder data.

What does VeriSign certified mean?

It means your information is kept secret. VeriSign certified 128-bit encryption technology ensures that any information you enter when carrying out any transaction on 9Pay Wallet is sent via a Secure Socket Layer (SSL) session and is encrypted to protect you against inadvertent disclosure to third parties.

 

7. CUSTOMER SERVICES:

How do I contact the Customer Care Team?

You can contact 9Pay Customer Care through the “Contact Us” button on the top right-hand-side menu list from the home screen.

 

8. PIN CHANGE:

How do I change my PIN if I want to?

Simple:

  1. Go to “Change PIN”
  2. Enter previous 4-digit PIN
  3. Enter new 4- digit PIN
  4. Confirm new 4-digit PIN

Voila! You can do this on any of our 9Pay platforms.

How do I retrieve my PIN when I cannot remember it?

Dial *500# and press “FORGOT PIN” wait for an SMS for your new PIN on the registered Phone Number. Or Please contact our Customer Care team immediately, and you will be needed to provide certain information for validation before this can be reset.

 

 9. GENERAL QUESTIONS:

Where do I spend the money on my 9Pay wallet?

You can spend the money loaded onto your 9Pay Wallet account for a variety of things. You can send money to or request money from friends and family. You can split bills with your friends when you dine out, collect money for movie tickets from your friends, make purchase from select merchants and app stores, remind friends that they owe you money and more! In fact, if you can tell us what you cannot use it for right now and we’ll look into it for you!

Why should I use 9Pay wallet?

To be perfectly honest, this is the future of personal finance and funds management.

In this day and age all you should really need to send, receive or transfer money is on a mobile phone. This is what 9Pay is delighted to offer you.

How many 9Pay wallets accounts can I have?

Each 9Pay users is expected to have one wallet as assigned to the user’s unique identifier – the mobile phone number. This is CBN policy.

How will I know when someone has sent me money via 9Pay wallet?

We’ll make sure you know. By default you will get an SMS to your registered number on your phone as is standard or we can also send an e-mail to your registered e-mail account on our database at your request, both informing you of the amount and the source. And of course, your account history always shows you all your incoming and outgoing funds.

How do I check the balance in my 9Pay Wallet?

Your current balance is always displayed on the home screen when the app is open on your smart phone or on the web. But you can also request to view balance via USSD and dial *500#.

 

  1. Getting Started
  2. Funding your Merchant Wallet
  3. Withdrawals/Cash Out
  4. Transaction History
  5. Security
  6. Customer Service
  7. PIN Change
  8. General Questions

 

1. GETTING STARTED:

What is 9Pay?

9Pay is your every day multipurpose piggy bank and money manager. It allows you to address your everyday money management decisions and activities at the very tip of your fingers. It helps you provide little amounts of change for your customers at points of sale where cash is your means of payment, enables you transfer money to your vendors and suppliers, effect bill payments with ease and convenience, regardless of the type of phone device you have.

With this powerful e-commerce tool now under your every request, fund your wallet to make purchases at your merchant locations has never been easier. And we didn’t stop there. You can now enjoy increased advertising and business awareness as we let our customers know where they can collect change easily and even make purchases.

You do not have to have a bank account to enjoy 9Pay’s whole new world of ease and convenience in managing your money.

How do I register for 9Pay?

You can register right here on www.9pay.com.ng by clicking on the “Get Started” tab in the middle of the home page and then select “Sign up as a Merchant”. Likewise you can dial *500# if you are an 9Mobile network subscriber and select “Register”.

All you will be required to provide is your Business Name, Registered Business Address, First Name and Last Names of Wallet Manager, Phone Number and your preferred 4-digit PIN. We will immediately open an 9Pay account just for you.

 

2. FUNDING YOUR MERCHANT WALLET

How do I load money onto my 9Pay Merchant Wallet?

First, you have to get on any of the following two channels:

  • Via Web, log on to our web portal 9pay.com.ng and sign in. Go to the “Fund Wallet” tab.
  • Via USSD, dial *500# on the 9Mobile Nigeria network if you are an 9Mobile subscriber. Follow the onscreen prompts to “Fund Wallet”.

You will then be prompted to enter the desired amount you want to load to your wallet. We have set a N50, 000 per transaction maximum limit daily for your security and safety on USSD channel.

The maximum limits for loading your wallet daily are:

  • Via USSD: N50, 000 per day
  • Via web portal: N100, 000 per day

Is there a limit to the number of times I can load money onto my 9Pay Merchant Wallet?

You can load money or receive funds as many times as you want, provided you do not exceed the maximum balance limit.

Which of the bankcards are available for loading money on 9Pay Merchant Wallet?

We are connected to all banks and financial institutions via card payment option to fund your wallet. However if your financial institution doesn’t appear on the list do reach out to us.

What happens if the transaction stalls/is delayed and money gets deducted from my account while loading money on 9Pay Merchant Wallet?

This is an unlikely situation but there is no need to worry. If the payment is complete we will attempt to load the money to your wallet again. In case a transaction fails in the middle of a load due to technical issues or your monthly limit gets exceeded, we send the amount back to the source account within 7 to 10 working days (excluding public and government holidays).

What is the maximum amount of money I can have in my 9Pay Merchant Wallet at any time?

Your wallet balance cannot exceed N250, 000 at any time, CBN policy.

How do I give customers CHANGE?

On USSD:

It’s a simple four-step process:

Simply dial *500#

  • Select the ‘Give Change’ option displayed.
  • Enter the mobile number of the beneficiary
  • Enter the amount to be transferred
  • Enter your PIN

 

On Web Portal:

It’s a simple four-step process:

  • Simply select the ‘Give Change’ option displayed.
  • Enter the mobile number of the beneficiary
  • Enter the amount to be transferred
  • Enter your PIN

 

And that’s it, money sent!

* The beneficiary will be notified that he or she has received money via SMS. If the receiver is already using 9Pay Wallet, then he/she will also get a notification on mobile.

What are the charges involved in Giving Customers Change?

Merchants can give change to customers for N2.50 flat charge per transaction. Just do us all a favor and please ensure that you have sufficient balance when you’re sending money!

How do I Add or Delete* Cashier?

On USSD:

It’s a simple four-step process:

Simply dial *500#

  • Enter “Add Cashier” on the option displayed
  • Enter Phone Number of Cashier
  • Set Cash Limit
  • Enter your PIN

 

On Web Portal:

Simply select the Manage Cashiers option display

  • Enter Add New Cashier
  • Enter Cashiers “Name”
  • Enter Cashiers “Phone Number”
  • Enter your PIN

 

(* This Applies for both to ADD and DELETE cashiers)

 

3. WITHDRAWALS/CASH OUT:

How do I cash out or withdraw money from my wallet?

This is a very simple process. On any of our platforms – USSD or web platforms - just select “Transfer To Bank” and select the bank and amount you wish to transfer to. Once this has been done, you can proceed to your normal cash point at the bank or ATM.

Are there any charges involved for withdrawal transactions?

There is an industry standard charge of N100 flat per transaction for transfers to bank accounts. Beyond this, there is no other charge to your 9Pay wallet for withdrawal transactions.

What is the maximum amount of money I can withdraw from my 9Pay Wallet at any time?

You can withdraw up to a maximum of N200, 000 a day. If you attempt to withdraw more than N200, 000 for the day, the amount will not be sent to your bank account and will instead be re-routed to the source account for safety reasons to protect you from fraud (subject to review).

What will happen to my withdrawal/cash out to bank if I enter the wrong account details?

If the account number or NUBAN numbers entered do not match the account name at the bank’s database or found to be incorrect by the bank, we will reverse the amount into your 9Pay Account.

How long will it take to process a withdrawal?

The withdrawal to your bank account should happen same day.

 

4. MERCHANT TRANSACTION HISTORY:

Where can I see my transaction history?

You can view all your transaction history at any time by accessing the “View History” option in the Web Portal. At any time.

How many transactions can I view at a time? Does this include transactions made via the website as well?

All of them! You can view all transactions via the web portal. Since the app and the website serve the same purpose, all transactions made over the last six months can be viewed at any time.

 

5. SECURITY:

Is my credit/debit card, net banking information secure on 9Pay Wallet?

9Pay Wallet uses VeriSign certified 128-bit encryption technology and is PCI-DSS (Payment Card Industry Data Security Standard) certified to ensure the security of your credit/debit card, net banking information at all times. No matter what the transaction, no one can access the information but you. So yes, your information is as secure on 9Pay Wallet as it ever can be anywhere else.

What does PCI-DSS certified mean?

It means your information is safe with us. The Payment Card Industry Data Security Standard (PCI-DSS) is a trademarked information security standard for organizations that handle cardholder information for debit, credit, e-purse, ATM and POS cards. The standard was created to increase controls around cardholder data.

What does VeriSign certified mean?

It means your information is kept secret. VeriSign certified 128-bit encryption technology ensures that any information you enter when carrying out any transaction on 9Pay Wallet is sent via a Secure Socket Layer (SSL) session and is encrypted to protect you against inadvertent disclosure to third parties.

 

6. CUSTOMER SERVICES:

How do I contact the Customer Care Team?

You can contact 9Pay Customer Care through the “Contact Us” button on the top right-hand-side menu list from the home screen.

 

7. PIN CHANGE:

How do I change my PIN if I want to?

Simple:

  1. Go to “Change PIN”
  2. Enter previous 4-digit PIN
  3. Enter new 4- digit PIN
  4. Confirm new 4-digit PIN

Voila! You can do this on any of our 9Pay platforms.

How do I retrieve my PIN when I cannot remember it?

Dial *500# and press “FORGOT PIN” wait for an SMS for your new PIN on the registered Phone Number. Or Please contact our Customer Care team immediately, and you will be needed to provide certain information for validation before this can be reset.

 

8. GENERAL QUESTIONS:

Can customers use their wallets to make payments to my business?

Yes they can. They can either transfer money to your Merchant wallet, or you can provide them your bank account details, these are however subject to transfer limits in place to ensure safety and security to your business and the customer.

Why should I use 9Pay wallet?

To be perfectly honest, this is the future of cash management for businesses, and change provision for customers who are becoming more discerned and sensitive about customer service.

In this day and age all you should really need to send, receive or transfer money is on a mobile phone. This is what 9Pay is delighted to offer you.

How many 9Pay wallets accounts can I have?

Each 9Pay users is expected to have one wallet as assigned to the user’s unique identifier – the mobile phone number. This is CBN policy.

How will I know when someone has sent me money via 9Pay wallet?

We’ll make sure you know. By default you will get an SMS to your registered number on your phone as is standard or we can also send an e-mail to your registered e-mail account on our database at your request, both informing you of the amount and the source. And of course, your account history always shows you all your incoming and outgoing funds.

How do I check the balance in my 9Pay Wallet?

Your current balance is always displayed on the home screen when the app is open on your smart phone or on the web. But you can also request to view balance via USSD and dial *500#.

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