Urgent digital-service help

Emergency Help

First-response steps for a lost phone, stolen card, SIM risk, wrong transfer, fake alert or failed payment.

Choose the situation that matches your problem. Do not send anyone a PIN, OTP, BVN, NIN, password or full card detail.

Phone stolen or missing

Move quickly to protect SIM, banking apps and USSD access.

Call your mobile network customer care through 300 or visit a service center to block or replace the SIM.
Use your bank's official customer care, app, branch or verified emergency code to block card or account access.
Change email, bank app and wallet passwords from a trusted device.
Report suspicious debits immediately and request a reference number.
Do not share OTP, PIN, BVN, NIN or password with anyone claiming to help.

Block the card before checking balances or making another transaction.

Open the bank's official app or customer-care channel and block the card.
If you cannot access the app, call the bank using a number from its official website or your card statement.
Review recent card transactions and report suspicious debit immediately.
Request replacement only through branch, verified app or official bank support.
Update recurring payments after the replacement card is issued.

Collect evidence and contact your bank before the money moves further.

Do not threaten the recipient. Save the receipt, session ID, time, amount and account number.
Contact your bank through official support and request a reversal investigation.
If the transfer was made through POS or wallet, report through the provider's dispute channel.
Follow up with the reference number and timeline given by the bank.
For suspected fraud, report to your bank and relevant authorities quickly.

Confirm money in the account before releasing goods or services.

Check account balance through your bank app, official USSD or statement before releasing goods.
Do not rely only on SMS or email alerts.
Watch for edited sender names, odd grammar, wrong balance format and pressure tactics.
For business payments, keep a written payment record and receipt number.
Report repeat fraud attempts with phone number, receipt image and chat evidence.

Treat sudden loss of network plus banking alerts as urgent.

Call your network through 300 or visit a service center to confirm SIM status.
Block banking channels connected to the phone number while the issue is investigated.
Change passwords from a trusted device and review account recovery options.
Report suspicious bank transactions immediately.
Enable stronger app security where available after recovery.