Frequently Asked Questions
We aim to help you through the banking process and also provide answers about our products & services
General Frequently Asked Questions
How to dispute a transaction on my account with UBA?
Please call the Customer Fulfillment Center on 07002255822 or send an email to cfc@ubagroup.com.
or
Visit our self-service page to raise your dispute online.
Why is my UBA account showing balance unavailable?
This may be due to an error or network issues. Please log out and log in again. If challenge persists please call the customer fulfiment center on 07002255822
What is NUBAN?
NUBAN is your bank account number
What is the maximum transfer on UBA mobile app?
Maximum transfer limit on the mobile app is 200,000 and be extended to a maximum of 5 million naira only.
Why is the UBA mobile app not working?
This may be due to an error or network issues. Please log out and log in again. If challenge persists please call the customer fulfiment center on 07002255822.
What is my UBA mobile banking id?
Your mobile banking ID is your mobile number.
What is UBA mobile transfer limit?
Maximum transfer limit on the mobile app is 200,000 and be extended to a maximum of 5 million naira only.
What is UBA prepaid card limit?
4 Million – International
300,000 – Local
What is UBA transfer limit per day?
Transfer Limits may vary based on class of account or what digital channel is being used for the transaction.
How can I increase my transaction limit on UBA mobile app?
Visit setting,>>self service>> transfer limit to increase your limit.
What is UBA internet banking transfer limit?
Retail – 10 Million Daily
SME – 500 Million
Corporate – 1Billion
How to increase transfer limit on UBA app?
Visit setting,>>self service>> transfer limit to increase your limit.
What is stamp duty charge?
The Federal Government of Nigeria (FGN) released a policy directing all banks to apply a Stamp Duty Charge of N50 when you receive N10,000 and above effective February 1, 2020. This fee is remitted straight to the Central Bank of Nigeria (CBN).
Each time, I want to transact, I get transaction limit exceeded; what could be wrong and how can it be resolved?
Please confirm what limit is applicable to you from the table above. You may need to give an instruction and execute indemnity at any of our Business Office for higher limits.
I am interested in UBA’s Internet Banking Service, but I am not in a country with UBA Presence, how do I enroll?
You can enroll on Internet Banking without visiting a UBA Business Office by clicking on download at the top of this page and clicking on the link for enrollment over the internet, you would require the latest version of Adobe reader on your PC and an image of an acceptable means of identification to apply. The form can be returned via email, by sending the completed form to: virtual.enrollment@ubagroup.com.
How can I enroll/register for Internet Banking?
There are flexible options for enrollment/registration. They include:
- Instant Self-Registration – with your debit card, individual customers can start and finish enrollment from our Internet Banking login page ibank.ubagroup.com by clicking Instant Self-Registration button. It takes about 40s to complete this process!
- Enrollment with Virtual Enrollment Form – There is also another option for both individuals and corporates to enroll with the interactive online PDF forms. The link to the forms are pasted below:
- Enrollment through our Business Offices – You can walk into any of our Business Offices to fill a form to be enrolled on Internet Banking. Corporate customers can also give instruction on their letterhead to RMs or Business Offices to enroll their desired users – there is no limit to the number of users who can be enrolled under a corporate user
Can I view all my accounts with UBA PLC using one Internet Banking log-in ID?
Yes, when you enroll for UBA’s Internet Banking Service, Internet Banking, You Can specify which accounts you want access to over the internet and can have access to all of them using one single user ID.
How Do I Reset my Password?
On Internet Banking Home Page, https://ibank.ubagroup.com, please click on forgot your password? Link, enter your Internet Banking USER ID on next screen and submit, then provide an answer to any security question set by you and a new password is automatically generated and sent to your registered e-mail address.
I have not used Internet Banking in a long time; how can I start again?
Getting started again is easy! Click forgot user ID? To retrieve your user ID, then, click forgot password? to retrieve your password. Now, you are good to go.
I want to know more about what Internet Banking has to offer. How can I go about it?
Please click the link Internet Banking Quick Guide for more info. If you need further assistance, kindly contact cfc@ubagroup.com
I just got registered on Internet Banking; what are my limits and how can they be increased?
Retail Limits
| Token Type | Indemnity in Place | Transaction Value-date | Per Tranx | Per Day |
|---|---|---|---|---|
| One Time Password (OTP) | N/A | Instant | 200k | 200k |
| Secure Pass(Hard/Soft) | No | Instant | 1M | 1M |
| Secure Pass(Hard/Soft) | Yes | Instant | 2.5M | 5M |
| Secure Pass(Hard/Soft) | Yes | NEFT | 2.5M | 10M |
Corporate Limits
| Token Type | Indemnity in Place | Transaction Value-date | Business Segment | Per Tranx | Per Day |
|---|---|---|---|---|---|
| One Time Password (OTP) | N/A | N/A | — | N/A | N/A |
| Secure Pass(Hard/Soft) | No | Instant | All Segment | 10M | 10M |
| Secure Pass(Hard/Soft) | Yes | Instant | SME I | 100M | 100M |
| Secure Pass(Hard/Soft) | Yes | Instant | SME II | 100M | 500M |
| Secure Pass(Hard/Soft) | Yes | Instant | Medium Corporate | 100M | 1B |
| Secure Pass(Hard/Soft) | Yes | Instant | Large Corporate | 100M | 1B and Above |
| Secure Pass(Hard/Soft) | Yes | NEFT | All Segments | 100M | 100M |
How secure is the Internet Banking platform and how can I further secure my profile?
Our Internet Banking is very secure, we have gone to great extent to protect you and your funds when using Internet Banking, you have two level authentication (password + token) available each time you transact on Internet Banking, we have also introduced an Image and Phrase Security feature to guard against phished site. In Addition, there’s the virtual keyboard for use on open networks and public spaces so that key loggers will not capture your details.
nternet Banking is protected with the best-in-class security technology. To further protect your profile, do not share your credentials with anyone, do not click on any suspicious link, when you are in doubt, always contact cfc@ubagroup.com
How can I access Internet Banking? Is it available as a downloadable app to phones?
Internet Banking can be accessed from any internet-enabled devices – computer, laptop, smart phones etc. via https://ibank.ubagroup.com. For ease of access and use, you can download Internet Banking apps from stores.
I have received my log-in credentials with an attached PDF in my inbox; how do I access my log-in credentials?
In Nigeria, all accounts use the NUBAN system, all accounts are 10 digits, your login credentials are in the PDF attached to the mail you received, the PDF has been pass-coded using the last 7 digits of ANY of your 10-digit account numbers with UBA Plc, as a hint, the last 3 digits of the account used is stated in the body of the e-mail you received.
Can I change my user ID? How often can it be changed?
You can change your USER ID anytime you wish. Kindly click on My profile >>> Security settings >>> Update My User ID. Authenticate with Secure pass / Token and click submit.
AGMESIS Loan
What is AGSMEIS?
AGSMEIS means Agri-Business Small and Medium Enterprise Investment Scheme is a loan of 5% per annum implemented by the central bank of Nigeria through UBA as a disbursing bank for empowering potential entrepreneurs with the necessary equipment and working capital to kick start their businesses.
What are CBN EDIs?
Central Bank of Nigeria Entrepreneurship Development Institutions are public and private institutions approved by the Central Bank of Nigeria to carry out vocational and entrepreneurship training for Entrepreneurs and SMEs.
Who can apply for AGSMEIS?
All Micro, Small and Medium Enterprises in the Agriculture sector, Education, Manufacturing, Service sector, including Information and Communication (ICT) and the Creative Industry.
Must I be a UBA customer before I can access this loan?
Yes. UBA will be the disbursement bank for your loan amount since it is paramount you have an account with the bank.
Must I have to be certified by an Entrepreneurial development institute before I am qualified to access this loan?
YES. To be qualified to assess this loan you need to be trained and certified by any of CBN approved Entrepreneurial Development Centers closest to you. Accredited EDIs are all over the nation.
Do I need collateral for this loan?
In an instance of asset acquisition; the asset acquired becomes the collateral and must be registered with National Collateral Registry(NCR).
For Working Capital Loan of N500,000 and below; the collateral is Personal Guarantee of the borrower.
If the working capital is above N500k, the obligor will submit a receipt of assets previously purchased, to cover the balance of the exposure
Who do I submit my application form to?
Only eligible entrepreneurs that have been trained and certified will submit their application forms to the EDIs indicating United Bank for Africa as the disbursing bank for onward submission to CBN.
If I am already in business, do I need to be certified by the entrepreneurial institutes to be qualified to access this loan?
One of the eligibility criteria is to be certified by a CBN approved Entrepreneurial development institutes.
Personal Loans
What is Personal Loan?
Personal loan is an uncollaterised loan accessible to staff of approved companies, whose salary accounts are domiciled with UBA.
What is the minimum loan amount?
- If you are an employee of a private firm, the minimum loan amount you can apply for is N100,000 (One Hundred Thousand Naira only).
- If you are an employee of a civil organisation, the minimum loan amount you can apply for is N50,000 (Fifty Thousand Naira only).
What is the maximum loan amount I can apply for?
- If you are an employee of the private sector, the maximum loan amount you can apply for is N30,000,000.00 (Thirty Million Naira Only).
- If you are an employee of the civil service, the maximum loan amount you can apply for is N20,000,000.00 (Twenty Million Naira Only).
N.B: Maximum loan amount is subject to applicant’s net monthly/annual salary.
What is the maximum loan tenor for UBA Personal loan?
- A customer in the private sector can enjoy loans for a tenor up to 60 months.
- A customer in the civil service, you can get loans for a tenor of up to 48 months.
What are the other fees to be paid on UBA Personal Loan?
No hidden charges, No management fee.
Is there a minimum and maximum age of eligibility?
Yes, applicant must not be less than 18 years at loan application date and should not be older than 55 years at loan maturity date.
What if I have an existing loan with other banks, can I still apply for a personal loan?
Yes, you can.
How long does it take to access Personal Loan?
Personal Loan will be availed immediately after a successful application.
What are the criteria to access the loan?
Customer must maintain an active salary account with UBA.
Customer must not have a history of dud cheques.
Customer must have a satisfactory credit report.
How many times can I request for this loan?
As many times as you may require, as long as you have not exceeded your eligible limit.
How do I apply for a loan?
- To apply for any of UBA Consumer loan, a customer walks into the nearest Business Office and submits an application or sends an E-mail to his/her Relationship Manager to process the loan request.
- Or apply through any of the bank’s channel; Leo, mobile app, internet banking
I want to apply for a loan, however, I do not have an account with UBA. What do I do?
To enjoy any of our loan products, you would need to open a UBA current account. Kindly walk into any UBA Business Office nearest to you or click here.
What are the available consumer loans?
The loan products currently available are:
- The UBA Personal Loan Product.
- Asset Finance.
- Auto Loans.
How do I know if I am eligible for a loan?
To be eligible to obtain a loan facility, the following criteria are to be met:
- You must be a confirmed staff.
- Your employer must be on the approved list of organizations for Personal Loans.
- Net monthly salary should not be less than N12,000 (Twelve Thousand Naira).
I am yet to be a confirmed staff of my firm, can I still get a loan?
No, please.
What documents am I required to provide to obtain a loan facility?
To obtain the UBA Personal Loan, you would need to provide the following documents:
- A duly completed Loan Application Form.
- A copy of your pay slip and bank statement of account indicating salary inflows in the last 6 months.
- A letter of Introduction and Awareness from your current employer.
- Positive credit search reports.
I just started working at my company. When will I be eligible to apply?
No, please. To be eligible to apply for the UBA Personal Loan Product, you must have been confirmed as a staff by your organisation.
Bumper Accounts
Can I still win N100k in the Bumper draw?
Yes! Just dial *919*20# to open a Bumper account, save N5,000 monthly and you could be the next winner.
To migrate your existing savings account, dial “*919*20*1# only in Nigeria.
To see UBA subsidiary country codes click here
Who can open a UBA Bumper Account?
All individuals
How much do I need to open a UBA Bumper Account?
N6,500 and above
What do I stand to get for having a UBA Bumper Account?
Several exciting rewards such as a Grand prize of N 2million Naira cash reward, 100,000 naira shopping allowance per month for a year, consolation cash prizes of N500,000 and so much more.
What are the documents I need to open a UBA Bumper Account?
1 Recent Passport Photograph
Valid means of ID
Utility Bill for Nigerian Nationals
Valid Resident Permit – for Foreign Nationals
Can I get a debit card on my UBA Bumper Account?
Yes, you can get a debit card on your UBA Bumper Account
I am not a Nigerian, can I still open a UBA Bumper Account?
Yes, for foreigners that reside in Nigeria
What is the UBA Bumper Targeted Draw?
It is a special draw conducted for customers in a group, cluster or location (associations, markets, organizations etc.) who open UBA Bumper accounts within a specific period. This means that only customers from an identified cluster will emerge as winners in the draw.
What is the objective of UBA Bumper targeted draws?
To promote credibility of the UBA Bumper Reward Scheme, increase product awareness and drive sales acquisition in specific areas.
What qualifies me for the UBA Bumper Account raffle draw?
Your UBA Bumper account number
Will accounts without BVN qualify for the draw?
No, please. Accounts without BVN will not be considered for the UBA Bumper targeted draw.
Will accounts without complete documentation qualify for the draw?
All accounts without complete documentation will not qualify for the draw. However, accounts with CAV pending can be considered for the draw.
Can customers who participate in a targeted draw also participate in the monthly & quarterly draws?
The Federal Government of Nigeria (FGN) released a policy directing all banks to apply a Stamp Duty Charge of N50 when you receive N10,000 and above effective February 1, 2020. This fee is remitted straight to the Central Bank of Nigeria (CBN).
What are the prizes to be won?
– Rent for a year
– Shopping Vouchers
– Get paid for a year
– Cash prizes and lots more
Diaspora Accounts
How can I open a UBA Diaspora Account Abroad?
– Customer goes online via the web link https://aop.ubagroup.com/SignUpProcess/step2disapora
– Inputs all required data filled.
– Uploads document.
– Clicks on the submit button to open Diaspora account
– Downloads the video Banking app
– Signs up and logs in
– Initiate a call to authenticate document.
– A CFC Rep, downloads the contact details of customer, and initiate the call via WhatsApp video call to validates customer details and complete the account opening process.
FX Accounts
Where can I purchase foreign exchange?
The FX Mart service is available in all UBA Business Offices.
What is PTA/BTA?
PTA stands for Personal Travel Allowance.
BTA stands for Business Travel Allowance.
Do I have to be a UBA account holder to buy foreign currency from UBA FXMart?
No, UBA FX Mart will sell to both a ccount holders and walk – in customers.
Can a traveler buy all three currencies at the same time?
Absolutely, as long as the quarterly limit for PTA/BTA is not exceeded. The US dollar is the base currency.
Can I buy both PTA and BTA at once?
No, you can only purchase one allowance at a time.
Are children entitled to buy foreign exchange?
Foreign exchange can be purchased by holders of Nigerian passports who are 18 years and above
Can I still buy foreign exchange, even if I do not want up to my maximum travel allowance?
Yes you can. The minimum purchase amount is $100 or it’s equivalent in other currencies.
Does FXMart deal in all the currencies in the world?
At this time, FXMart only deals with the three major world currencies, US Dollar, British Pounds and the Euro.
Home Accounts
What is a Home Account?
The Home Account for Diasporas in Africa is a unique product that offers bank accounts with adjoining products in both the resident countries and in Nigeria at the point of onboarding.
Who are the primary target for Home Account?
– Every Nigerian who lives outside the shore of Nigeria within African countries with UBA presence.
– African Expatriates living in Nigeria.
What are the Benefits to the customers?
– One home transfer per month from Expatriate account to Diaspora account will be free of charges (Africash-based account-to-account transfers)
– Diaspora debit card will be free of charge
– Free Issuance on the first debit card
– Interest rate of 4.05% on the n,br>aira savings account
– Access to UBA global network
– Online account opening gives customers immediate access to banking facilities
What are the account opening documentations required?
– International Passport with valid Resident Visa or Work Permit
– Proof of Address (Utility Bill Not Exceeding Last 2 Months or Last 6 Months Bank Statement)
– The CRO sends an email to country of residence to verify and confirm the proof of address as provided in the document for Home account to be opened.
– 2 passport photographs
– References for current accounts
Kiddies Accounts
How do I open a UBA KIDDIES Account?
Documents required
– Child’s birth certificate or International Passport
– 1 Passport Photograph each of parent/guardian and child ID
– Parent’s valid ID (National ID/ Driver’s License/ Permanent Voters card/ International Passport)
– Utility Bill within 3 months from account opening date
Who Operates the UBA KIDDIES Account?
The parent/ guardian till the child comes of age
How much do I need to open a UBA KIDDIES Account?
N1,000 (accounts opened on zero balance must be funded within 48 hours)
Can I get a debit card on the account?
No, however you can access the accounts via our other digital channels.
What do I stand to get for having a UBA KIDDIES Account?
Several exciting rewards such as:
– Earn 13th Month Reward.
– A chance to partake in the scholarship scheme.
– Annual interest of 4.05% (payable monthly)
– Complimentary invites to UBA Kiddies events.
Can I still open a UBA Kiddies account without a valid means of ID and utility bill?
Yes
What is the 13th month reward and how do I partake in this?
The 13th month reward is an amount paid to UBA kiddies customers at the end of each year. If they save according to their target plan and roll over their balance to the next year (not withdrawn). Kindly submit a standing instruction of a minimum of N5,000 to begin
Will I qualify for the 13th month bonus if I do not have a target saving plan?
NO, you will not qualify for the 13th month bonus if you do not have a target savings plan.
What happens to my 13th month bonus if I withdraw funds early?
If you withdraw funds early, you will not be eligible for the 13th month bonus that year.
However, your plan will remain in effect and you can be eligible the following year if you stick to your plan. In this case, your plan will revert to Year 1, so you will be eligible for a 10% bonus that year.
Will I still earn interest if I do not achieve my target plan?
Yes, you will earn competitive interest on the accumulated funds in your account even if you do not achieve your target plan – however, you will no longer be eligible for the 13th month bonus.
How do I sign up for the scholarship reward?
To begin, simply maintain a Standing Instruction of minimum of N10,000 for 6 consecutive months (Without withdrawals)
Next Gen Accounts
How do I open a UBA NEXTGEN account?
Documents required
– A duly completed account opening form
– One passport photo of Student / Corp Member
Tier 1 KYC (partial): Student / departmental / faculty ID card / NYSC card (for Corp members)
Tier 3 KYC (full): Evidence of Studentship / Corps membership (e.g. Student / Corp Member ID, Admission / Posting letter) , one of the following: Voter’s card / national ID / national driver’s license / international passport and one of the following: utility bill, school fees receipt, hostel allocation document
Funding
No minimum Opening Balance
I want a UBA NextGen Account, I am 18 years old, but I am yet to get admission into a tertiary institution?
A Savings account will be opened when you present a passport photograph and valid photo ID. However, with your School ID/admission letter, your account can be converted to a UBA NextGen account.
Do I have to be a student to open a UBA NextGen Account?
– Yes, please. The UBA NextGen Account is for students of any tertiary institution including Colleges, Universities, Technical/Vocational Institutions, Polytechnics.
– National Youth Service Corps members with valid NYSC cards are also eligible for the UBA NextGen Account.
What are the means of ID acceptable to open a UBA NextGen account?
– For Tier 1 KYC, the following means of ID are acceptable.
Student ID Card OR Departmental ID Card OR Faculty ID Card
NYSC ID card
– For Tier 3 KYC IDs, the following means of ID are acceptable.
International Passport OR Voters Card OR National ID OR Driver’s License; but must also provide evidence of being a student / corp member
What if I don’t have any of the primary means of ID?
The customer will need to provide an Admission Letter OR Clearance Letter OR Call up Letter that shows at least the following information: Passport Photo, Name, Sex, Student/Registration Nos., Faculty/Department.
Where can I open a UBA NextGen account?
– On Campus at University events organized by UBA
– On Camp
– Online
– At the Branch
Can I have a NextGen account and a Savings account at the same time?
You can, but if you are a Tertiary student or Corp member, the UBA NextGen account will better meet your needs than the General Savings account.
If I already have a Savings account, why do I need a UBA NextGen account?
– The Savings account is a basic savings account.
– As a Tertiary student or Corp member, the NextGen account will better meet your lifestyle needs.
– You stand a chance to win pocket money for a year in our targeted draws
– Your first debit card is issued at only half the regular cost
– You get to attend all campus events
Will the student/corps member get a debit card if the account is not funded?
No – the account must be funded with at least the card fee (@ 50% discount) to get a debit card.
How much do I need to open a UBA NextGen Account?
No minimum account opening balance
Can I get a debit card on my UBA NextGen Account?
– Yes, you can get a debit card on your UBA NextGen account at a discount of 50% for your first card.
What do I stand to get for having a UBA NextGen Account?
– A chance to win Pocket Money for a Year
– A chance to become a UBA campus Ambassador
– Complimentary invites to NextGen events and Master classes
– No sms charge and card maintenance fee
And so much more
How do I qualify to win the pocket money reward?
Simply open your account and maintain a minimum balance of N5000
SME Accounts
What is the SME Business Account?
The SME Business Account is designed to support micro, small and medium-sized businesses, which are deterred by CAMF charges to own a business current account. The UBA SME account will offer very minimum fees with lots of value-added propositions to enable MSMEs build capacity.
The account is in three variants, representing different turnover bands and monthly fees.
Which sectors are eligible to apply for this account?
All MSME sectors and segments with maximum annual turnover of N600MM
I wish to know if there is a maximum threshold for each band?
| Each of the Variants have a band with a maximum limit at the Medium category. | ||||
|---|---|---|---|---|
| PARAMETER | MICRO | SMALL | SMALL | |
| SCHEME CODE | SMEMI | SMSML | SMMED | |
| Opening Balance | 20,000 | 100,000 | 500,000 | |
| Monthly Minimum Turnover Band | N2.5M-9.99M | N10M-49.99M | N50M-100M | |
| Fixed Monthly Charge (VAT Inclusive) | N1,050 | N5,250 | N10,500 | |
| Default CAMF (if turnover falls below Minimum Turnover) | N1/Mille on Turnover | N0.9/Mille on Turnover | N0.8/Mille on Turnover | |
Is the SME Business Account a COT-free account?
Cot free when customer achieves his/her minimum threshold.
Can an existing customer who has a personal current account be able to migrate to the new SME Business Account?
Yes. You can do a scheme code change for an active account. You can also resuscitate dormant account into this new account.
Which variant does customers with a monthly turnover of above 100 Million belong to
Customer with turnover above 100 Million can do the medium VARIANT of the SME account. We will only charge such customer a concessionary CAMF of N0.6/mille for the excess of 100 million in a particular month.
Is the Minimum opening balance the same as minimum operating balance for the SME Business Account?
There is no Minimum operating balance but a minimum opening balance.
If customer exceeds the maximum amount, will they be charged?
Customer is charged the Fixed Monthly Charge for the width the customer exceeded into.
What are the benefits of having an SME Business account?
Fixed Monthly Charges Access to business loans On boarding on digital collection solutions Access to MSME masterclasses and advisory. Access to the bank’s SME events and fairs. Access to a free online marketplace (as applicable)
Teens Account
What is UBA Teens Account?
UBA Teens is a basic savings account for teenagers. The objective of the account is to give them a sense of inclusion in planning their finances, carrying out transactions and learning to save.
What are the key benefits of the UBA Teens Account?
– 50% discount on first debit card issuance
– 13th Month Reward with a maintenance of an SI for 12 months at a minimum of N5,000 (Target-Plan). 10% of the monthly Target plan amount is paid to the customer
– Consistent maintenance of SI above N10,000 for 6 month stand a chance to partake in the Scholarship scheme
– Opportunity for Internship with the Bank
What are the requirements for opening a UBA Teens Account?
Forms
– Personal Account Opening Form (To be completed by parents with parent’s information or with guardian’s information)
– Signature Specimen form (To be completed by parent or guardian)
Documents required
– Birth Certificate or international passport of the child/teenager.
– One passport photo each of parent or guardian and child/teenager
– Valid and acceptable means of Identification for parent/guardian (e.g. Intl. Passport/Driver’s License/Voters Card)
– Recent Utility bill
Funds
– Minimum Opening Balance of N3,000
– Minimum Operating Balance of N 1,000
Who Operates the UBA TEENS Account?
The parent/ guardian till the child comes of age
Can I get a debit card on the account?
Yes. First issuance is at a discount of 50%.
Who can request for a UBA Teens card?
– New-to-Bank Teen customers by completing the Teens Debit Card section of the Account Opening Form.
– Existing Teen customers by completing the Teens Debit Card section of the Debit Card Request Form
How much do I have to pay for the debit card?
The debit card is at 50% discount for first issuance and the standard charge applies for lost or expired cards.
How can I check my child’s balance or recent transactions?
Parents/guardians can monitor teens’ account activity including balance information and recent transactions through online banking/Mobile App/USSD.
Can I transfer money from my child’s account to my account with UBA?
Yes. As the signatory on the account, you can transfer money from your child’s account to another account at UBA.
Can I transfer money into my child’s account?
Yes. You can either deposit cash or transfer into the account.
Can I transfer funds to a non-UBA Bank Account?
Yes. But Only from a full KYC Teens account
Can I still open a UBA TEENS account without a valid means of ID and utility bill?
Yes
What if a teen wants to change his/her transaction limit without the parent/guardian’s consent?
Transaction limits can only be defined and changed by parents/guardians. In addition, parents/guardians can monitor teens’ account activity through online/mobile/USSD banking.
Are other bank cheques allowed into UBA teens account?
Yes. But only for a full KYC Teens account
What is the 13th month reward and how do I partake in this?
The 13th month reward is an amount paid to UBA Teens customers at the end of each year. If they save according to their target plan and roll over their balance to the next year (not withdrawn). Kindly submit a standing instruction of a minimum of N5,000 to begin.
Will I qualify for the 13th month bonus if I do not have a target saving plan?
NO, you will not qualify for the 13th month bonus if you do not have a target savings plan
What happens to my 13th month bonus if I withdraw funds early?
If you withdraw funds early, you will not be eligible for the 13th month bonus that year.
However, your plan will remain in effect and you can be eligible the following year if you stick to your plan. In this case, your plan will revert to Year 1, so you will be eligible for a 10% bonus that year.
Will I still earn interest if I do not achieve my target plan?
Yes, you will earn competitive interest on the accumulated funds in your account even if you do not achieve your target plan –however you will no longer be eligible for the 13th month bonus.
How do I sign up for the scholarship reward?
To begin, simply maintain a Standing Instruction of minimum of N10,000 for 6 consecutive months (Without withdrawals)
Zero Instant Savings Accounts
What is the UBA Zero Account ?
The Zero Instant Savings Account is a savings account that can be opened without immediate funding. It is designed to encourage the unbanked and the under-banked to open a savings account.
What are the requirements for opening a UBA Zero Account?
– One Passport Photograph
– Name
– Telephone number
– Address
– Place and Date of birth
– Gender
How much can I deposit in an instant ?
Maximum single deposit of N50, 000.
Do I have to visit the branch to open an account?
No, simply click to dial *919*20# or open a zero account via our website.
Can I obtain a debit card ?
Yes
UBA Internet Banking
Who can use UBA’s Internet Banking?
Internet Banking is available to both Corporate and Retail Banking Customers. You can carry out secure online transactions, payments of all types, and also monitor initiated transactions.
How can I enroll/register for Internet Banking?
There are 3 ways to register for Internet Banking
Instant Self-Registration
Visit https://ibank.ubagroup.com and click the “Instant Self-Registration” button to start and complete the enrolment process. It takes less than 2 Minutes to complete
Enrolment via account opening:
Visit any UBA branch to open an account and get enrolled on Internet Banking during this process.
Enrolment with an Internet Banking Enrolment Form:
This option allows individual and corporate account holders to enroll using our interactive online PDF forms listed below.
– Internet Banking Virtual Channel Enrolment Form
– Individual Internet Banking Virtual Channel Enrolment Form – Corporate
Enrolment through our Business Offices:
– Existing customers can walk into any of our branches to fill in an Internet Banking enrollment form.
– Corporate customers can write instruction to enroll their desired users using their letterhead and submit to RMs or Business Offices – there is no limit to the number of users who can be enrolled under a corporate user
I entered the wrong password three times and have now been locked out of the platform, what do I do?
If you have forgotten your password, you can reset it by selecting the forgot password option on the sign in page, type in your USER ID and follow the prompts.
Can I change my user ID? How often can it be changed?
You can change your USER ID at any time. Click on My profile >>> Security settings >>> Update My User ID. Authenticate with Secure pass / Token and click submit.
What is my limit for transactions on Internet Banking?
Retail Customers
| Token Type | Indemnity in Place | Transaction Value Date | Per Transaction | Per day |
|---|---|---|---|---|
| One Time Password (OTP) | N/A | Instant | 200k | 200k |
| Secure Pass (Hard/Soft) | No | Instant | 1M | 1M |
| Secure Pass (Hard/Soft) | Yes | Instant | 5M | 5M |
| Secure Pass (Hard/Soft) | Yes | NEFT | 5M | 10M |
Corporate Customers
| Token Type | Indemnity in Place | Transaction Value Date | Business Segment | Per Transaction | Per day |
|---|---|---|---|---|---|
| Secure Pass (Hard/Soft) | No | Instant | All segments | 10M | 10M |
| Secure Pass (Hard/Soft) | Yes | Instant | SME I | 100M | 100M |
| Secure Pass (Hard/Soft) | Yes | Instant | SME II | 100M | 500M |
| Secure Pass (Hard/Soft) | Yes | Instant | Medium Corporate | 100M | 1B and Above |
| Secure Pass (Hard/Soft) | Yes | Instant | Large Corporate | 100M | 1B and Above |
| Secure Pass (Hard/Soft) | Yes | NEFT | All Segments | 100M | 100M |
Can I view all my UBA accounts using one Internet Banking login ID?
Yes, when you enroll on Internet Banking, You can specify which accounts you want access to using your user ID.
How do I reset my password?
On Internet Banking Home Page, https://ibank.ubagroup.com, click on forgot your password, enter your Internet Banking USER ID and submit. You will be asked to provide the answer to any security question you set at registration and a new password is automatically generated and sent to your registered e-mail address.
How can Corporate users can reset passwords for other users in same company?
Corporate users with Approval/Authorizer roles can reset passwords for all users in the same organization by following the steps below.
– Log in to https://ibank.ubagroup.com/
– Click on MENU > MORE > CORPORATE ADMINISTRATION > ACCESS MANAGEMENT > MAINTAIN USER ACCESS DETAILS.
– Search for the User you wish to reset password, click on the name then Click Set Password.
– Select the Set password box and click Continue
– Enter secure Pass response and Click Submit
You will see a confirmation message and the user will receive a password reset email immediately.
How can I get a token and how much does it cost?
You can get a hard token device at any UBA branch at N2,500. For more flexibility, Secure pass (Software Token) is available for free in apps stores for download and instant activation for your transactions.
Can I initiate FX (Foreign Currency) transactions?
No you can’t.
What is UBA internet banking transfer limit?
Retail – 10 Million Daily
SME – 500 Million
Corporate – 1Billion
I am interested in UBA’s Internet Banking Service, but I am not in a country with UBA Presence, how do I enroll?
You can enroll on Internet Banking without visiting a UBA Business Office by clicking on download at the top of this page and clicking on the link for enrollment over the internet, you would require the latest version of Adobe reader on your PC and an image of an acceptable means of identification to apply. The form can be returned via email, by sending the completed form to: virtual.enrollment@ubagroup.com.
How can I enroll/register for Internet Banking?
There are flexible options for enrollment/registration. They include:
- Instant Self-Registration – with your debit card, individual customers can start and finish enrollment from our Internet Banking login page ibank.ubagroup.com by clicking Instant Self-Registration button. It takes about 40s to complete this process!
- Enrollment with Virtual Enrollment Form – There is also another option for both individuals and corporates to enroll with the interactive online PDF forms. The link to the forms are pasted below:
- Enrollment through our Business Offices – You can walk into any of our Business Offices to fill a form to be enrolled on Internet Banking. Corporate customers can also give instruction on their letterhead to RMs or Business Offices to enroll their desired users – there is no limit to the number of users who can be enrolled under a corporate user
Can I view all my accounts with UBA PLC using one Internet Banking log-in ID?
Yes, when you enroll for UBA’s Internet Banking Service, Internet Banking, You Can specify which accounts you want access to over the internet and can have access to all of them using one single user ID.
How Do I Reset my Password?
On Internet Banking Home Page, https://ibank.ubagroup.com, please click on forgot your password? Link, enter your Internet Banking USER ID on next screen and submit, then provide an answer to any security question set by you and a new password is automatically generated and sent to your registered e-mail address.
I have not used Internet Banking in a long time; how can I start again?
Getting started again is easy! Click forgot user ID? To retrieve your user ID, then, click forgot password? to retrieve your password. Now, you are good to go.
I want to know more about what Internet Banking has to offer. How can I go about it?
Please click the link Internet Banking Quick Guide for more info. If you need further assistance, kindly contact cfc@ubagroup.com
I just got registered on Internet Banking; what are my limits and how can they be increased?
Retail Limits
| Token Type | Indemnity in Place | Transaction Value-date | Per Tranx | Per Day |
|---|---|---|---|---|
| One Time Password (OTP) | N/A | Instant | 200k | 200k |
| Secure Pass(Hard/Soft) | No | Instant | 1M | 1M |
| Secure Pass(Hard/Soft) | Yes | Instant | 2.5M | 5M |
| Secure Pass(Hard/Soft) | Yes | NEFT | 2.5M | 10M |
Corporate Limits
| Token Type | Indemnity in Place | Transaction Value-date | Business Segment | Per Tranx | Per Day |
|---|---|---|---|---|---|
| One Time Password (OTP) | N/A | N/A | — | N/A | N/A |
| Secure Pass(Hard/Soft) | No | Instant | All Segment | 10M | 10M |
| Secure Pass(Hard/Soft) | Yes | Instant | SME I | 100M | 100M |
| Secure Pass(Hard/Soft) | Yes | Instant | SME II | 100M | 500M |
| Secure Pass(Hard/Soft) | Yes | Instant | Medium Corporate | 100M | 1B |
| Secure Pass(Hard/Soft) | Yes | Instant | Large Corporate | 100M | 1B and Above |
| Secure Pass(Hard/Soft) | Yes | NEFT | All Segments | 100M | 100M |
How secure is the Internet Banking platform and how can I further secure my profile?
Our Internet Banking is very secure, we have gone to great extent to protect you and your funds when using Internet Banking, you have two level authentication (password + token) available each time you transact on Internet Banking, we have also introduced an Image and Phrase Security feature to guard against phished site. In Addition, there’s the virtual keyboard for use on open networks and public spaces so that key loggers will not capture your details.
nternet Banking is protected with the best-in-class security technology. To further protect your profile, do not share your credentials with anyone, do not click on any suspicious link, when you are in doubt, always contact cfc@ubagroup.com
How can I access Internet Banking? Is it available as a downloadable app to phones?
Internet Banking can be accessed from any internet-enabled devices – computer, laptop, smart phones etc. via https://ibank.ubagroup.com. For ease of access and use, you can download Internet Banking apps from stores.
Magic Banking
I Forgot my PIN. How can I change/reset my PIN?
Dial *919# and select ‘PIN Setup’ to change/reset your PIN
What are the transaction limits available on USSD?
The existing limits are:
PIN – N20,000 per transaction and per day
Token – N1m per transaction and per day (for customers with token but no indemnity)
Note: Airtime purchase has been limited to N5,000 per day and only PIN authentication is required
Do I need airtime to be able to use this service?
You do not need airtime to use the airtime top-up strings (for Etisalat and MTN). Etisalat and Airtel will be done shortly. For other services, telco USSD usage charges may apply.
How do I register for USSD (Magic Banking)?
There are two registration options:
To do this, dial *919# to see the Main Menu and select your desired option. If the user is not yet registered, she/he would be presented with registration options:
With UBA Account
With UBA Prepaid Card
Mobile Banking
How do I register for UBA Mobile Banking?
To do this, click on New Mobile Banking Customer? tab. You will have the following options to sign up using:
UBA Debit Card
UBA Prepaid Card
UBA Account + Secure Pass
Note: If you already have a Secure Pass (token) for UBA Internet Banking, it can be used here
Continue Branch SignUp
Note: For Branch sign up, visit any UBA Business Office.
What happens when I change my device or download a new UBA Mobile Banking app?
When you change your device and/or download a new app, your profile will become temporarily inactive. This is to prevent unauthorised access to your account. You may be prompted to be re-registered on the new device, simply proceed with the instructions.
How can I get the Secure Pass (previously called U-Token)?
Download UBA Secure Pass from the apps store
Activate the app, set your PIN and you are good to go!
For self-administration on UBA Secure Pass, click here
Note:
a. You may need may need to visit a UBA Business Office if you are prompted that “The user you specified is not eligible for One-Time Password (OTP) login”
b. The same secure pass can be used for both UBA Direct Banking and Mobile Banking
Can I create a list of regular beneficiaries (favorites)?
Yes, when doing your transactions, there is a tab for save to favorites list to add your favourites. You can then be selecting from your favourite list in subsequent transactions.
Note: Your favourite can be edited/deleted from settings, by sliding the favourite to the left.
How do I view my account statement?
After you log in to the app, select the account or card you would like to view and click on Statement to display your transactions. You will be able to view your last 6 months statement.
What else can I do with UBA Mobile Banking?
You can check the location of the nearest UBA ATMs and know if the ATMs are active (i.e. dispensing cash) or inac tive (not dispensing cash). You also can take a tour to know what you can do with the mobile app and contact our 24/7 CFC via phone, email or Live Chat
AGMESIS Loan
What is AGSMEIS?
AGSMEIS means Agri-Business Small and Medium Enterprise Investment Scheme is a loan of 5% per annum implemented by the central bank of Nigeria through UBA as a disbursing bank for empowering potential entrepreneurs with the necessary equipment and working capital to kick start their businesses.
What are CBN EDIs?
Central Bank of Nigeria Entrepreneurship Development Institutions are public and private institutions approved by the Central Bank of Nigeria to carry out vocational and entrepreneurship training for Entrepreneurs and SMEs
Who can apply for AGSMEIS?
All Micro, Small and Medium Enterprises in the Agriculture sector, Education, Manufacturing, Service sector, including Information and Communication (ICT) and the Creative Industry
Must I be a UBA customer before I can access this loan?
Yes. UBA will be the disbursement bank for your loan amount since it is paramount you have an account with the bank.
Must I have to be certified by an Entrepreneurial development institute before I am qualified to access this loan?
YES. To be qualified to assess this loan you need to be trained and certified by any of CBN approved Entrepreneurial Development Centers closest to you. Accredited EDIs are all over the nation.
Do I need collateral for this loan?
In an instance of asset acquisition; the asset acquired becomes the collateral and must be registered with National Collateral Registry(NCR).
For Working Capital Loan of N500,000 and below; the collateral is Personal Guarantee of the borrower.
If the working capital is above N500k, the obligor will submit a receipt of assets previously purchased, to cover the balance of the exposure
Who do I submit my application form to?
Only eligible entrepreneurs that have been trained and certified will submit their application forms to the EDIs indicating United Bank for Africa as the disbursing bank for onward submission to CBN.
If I am already in business, do I need to be certified by the entrepreneurial institutes to be qualified to access this loan?
One of the eligibility criteria is to be certified by a CBN approved Entrepreneurial development institutes.
How do I know where and who the Entrepreneurial development institutes are?
You can get this information from our SME page on our website or visit the closest branch to you, to inquire of an EDI closest to you.
Africash
What is Africash?
Africash is a secure electronic payment service that allows your send and receive money from the 20 countries UBA operates in.
Which countries can I receive money from?
Benin Republic
Burkina Faso
Cameroon
Chad
Congo Brazzaville
Congo DRC
Cote D’Iviore
Gabon
Ghana
Guinea
Kenya
Liberia
Mali
Mozambique
Senegal
Sierra Leone
Tanzania
Uganda
Zambia
Why use Africash
All Micro, Small and Medium Enterprises in the Agriculture sector, Education, Manufacturing, Service sector, including Information and Communication (ICT) and the Creative Industry
How long does it take to get money transfers?
Africash is online real-time. The beneficiary gets money instantly
How do I access this service?
The service can be used to send and receive money across UBA locations in Africa. Simply visit any UBA branch or agent locations across Africa and ask to send money with Africash
Who pays the charges for transfers?
The sender bears the cost and the charges are affordable.
Is the service secure?
Yes, the Africash service is secure.
Beneficiaries need to present the following in order to access transfers;
– PIN code
– Test Question & Answer
– Valid means of identification in line with regulatory provisions in each country
What are the transfer limits?
Transfer limits vary per country
What happens if I lose the collection PIN?
To get a new PIN, the sender will need to go branch where transaction was initiated to request another PIN
Can a transaction be modified, cancelled and refunded?
Yes, senders can request to modify, cancel or get a refund on unprocessed transactions only.
Can I change my beneficiary details on a transfer?
Yes, beneficiary details can be changed as long as the transfer has not been processed simply visit the branch the transaction was initiated to complete and submit a modification form.
Can transfers be made directly into Beneficiary’s account?
Yes, Africash offers instant credit to beneficiary’s account. The sender simply selects the direct to bank option and includes the beneficiary’s UBA account number
Who has access to the service?
The product is available to UBA account holders and non-account holders.
Are there Africash sub-agents in Nigeria?
No, Africash sub-agents are available in Cameroon, Congo, Ghana, Senegal, and Tanzania
Click Credit
What is Click Credit?
It is a fully automated instant loan for salary earners. This is enabled on all our digital channels -USSD, Leo WhatsApp and Facebook, Mobile Banking, and Internet Banking.
How do I apply for click credit product?
Dial *919*28# or apply on any of our digital channels. (Leo, Mobile Banking and Internet Banking).
I want to apply for an instant loan, however, I do not have an account with UBA. What do I do?
To enjoy this product, you would need to operate a salary account with UBA. You could follow the easy steps provided by any of our e-channels which include:
USSD Short Code [*919*20#]
UBA Mobile Banking Application or
Chat with LEO
Search for “UBACHATBANKING” on Facebook with the verified logo (Blue Tick).
Send a “HELLO” to +2349030019007 on WhatsApp.
You could also walk into any of our Business Offices nearest to you to open one.
What is the maximum loan amount I can apply for?
You can get up to N 1,000,000.00 (One million naira)
What is the maximum loan tenor?
You can enjoy a flexible loan tenor up to 12 months.
How long will it take to process a UBA Click Credit request?
No Processing and paperwork! Just dial away and obtain your loan in less than a minute!
How do I know if I am eligible for a loan?
To be eligible for the loan, customers must have received their salary through UBA for the last 6 months.
I am yet to be a confirmed staff of my firm; can I still get a loan?
Confirmation status of applicant in the place of employment is not required for loan eligibility.
What documents am I required to provide to obtain a facility?
No documents are required.
If I just opened a salary account with UBA, how long do I have to wait before I can apply for the Instant Loan?
You must have been receiving your salary through UBA for at least six months before you can be qualified for this product.
Are there fees to be paid to enjoy this product?
There are no fees on this product.
What is the applicable interest rate on this product?
The applicable interest rate is 21% p.a. (1.75% monthly)
HRIS
How long does it take to deploy this solution?
Not more than 72hours which includes training on the solution
What if our internet access is very poor, will the solution still work?
UBA has a solution for you; we will provide a version of U-Pay to you most ideal for low bandwidth areas
How much do we pay for the U-Pay Solution?
It is free; however country specific transaction fees apply. Please contact us for more details: Email: cfc@ubagroup.com Tel: 0700-2255-822, 01-280-8822
Does UBA offer any additional Value Added Services in the payments business?
Yes UBA does offer additional Value Added Services. In addition to payments, UBA offers automation of Human Resources (HR) and Payroll application applications to our corporate customers. This HR/Payroll application automatically calculates all deductions, and processes payments directly into recipients’ bank accounts.
What do employees need to do to receive payments through U-Pay?
This is country-specific. For instance in Nigeria, what is required is a 10-digit NUBAN number.
How much do we pay per transaction?
This fee is country dependent. In Nigeria the cost is N100 per transaction as regulated by the Central Bank of Nigeria, with additional applied VAT and/or Switching fees.
What do we do when we receive emails or phone calls purportedly from UBA which we are not sure of?
You should contact UBA Customer Fulfillment Center immediately to validate the authenticity of such emails or phone call. UBA CFC can be contacted using the contact details: Email: cfc@ubagroup.com Tel: 0700-2255-822, 01-280-8822
MoneyGram
Can non-account holders with BVN receive MoneyGram transfer in UBA?
Yes, customers without BVN can provide any of the other forms of ID and must be referenced by an account holder of the bank.
Can non-account holders receive Money Gram transfers in UBA?
Yes, with BVN walk-in customer can collect MoneyGram transfer.
Can I choose the currency of payout?
No. Transactions can only be paid in Naira.
Can I disclose my transaction reference number to the bank officers?
No, your transaction reference is pin which secures the transaction do not communicate same to any third party, you will be required to key-in the 8 digit number on pin pad to pull funds.
UBA Moni
How can I identify a UBA Moni Agent?
Agents representing UBA will have a “UBA Moni Agent” signage as part of their identification in addition to other branding materials.
What kind of customers can agents serve?
All customers who want to deposit or withdraw cash, send money or intending customers who would like to open an account with UBA.
What type of services can I carry out at an agent location?
Apart from account opening, cash deposit, withdrawal and transfer, you can also register for Bank Verification Number (BVN) and pay bills.
I have friends who would like to become UBA Moni Agents. Can I introduce them to the Bank?
Yes, you can. Potential agents must be an existing retail business owner and complete an enrolment form. Existing POS Merchants can also become UBA Moni Agents.
How does your agent handle complaints?
Our agents work closely with relationship managers who handle complaints promptly.
Will UBA Moni Agents have an account with the Bank?
Yes, UBA Moni Agents will be advised to open a standard saving account.
How can I get more information on UBA Moni?
If you have further question or enquiries, please send a mail to ubamoni@ubagroup.com
UBA Naira Credit Card
How do I get a UBA Naira Credit Card?
Simply walk into any UBA branch or visit our website at ubagroup.com to download the credit card application form, fill in and submit to the Customer Service Officer at any of our branches nationwide.
Who is eligible for the UBA Naira Credit Card?
Any employee of approved corporates whose salary account is domiciled with UBA
What are the benefits of the UBA Naira Credit Card?
– Easy access to cash with a revolving line of credit.
– Enjoy up to 45 days’ interest free credit.
– Flexible repayment option with as low as 10% minimum monthly repayment required.
– Enjoy amazing discounts at partner Restaurants & Hotels, Lounge access, etc. across the world.
– Withdraw cash from ATMs or make payments on terminals locally or internationally.
– Make online bill payments, hotel reservations, car rental services and online shopping.
Can my UBA Naira credit card be used internationally?
Yes, your UBA Naira Credit Card can be used locally and internationally at any ATM or POS outlet which has the Visa logo, the Internet, and POS terminals.
How does the monthly repayment cycle work?
The cycle runs from the 15th of every month to the 15th of the next month when the credit card statement showing transactions details within the period and amount due for repayment will be sent to the cardholders’ registered email address.
What is the interest rate charged?
Monthly interest rate of 3% on cash advance (withdrawals made on ATM) and 2.5% on POS/WEB.
Are there any interest free period?
Yes- There is a 45 day interest free period on POS/Web transactions provided 100% repayment is made on the due date. Less than 100% repayment will result in 2.5% charge on the outstanding balance.
How much am I expected to repay monthly and when should repayment be made?
You are expected to make at least a minimum monthly repayment of 10% on the outstanding balance. However, customers can opt to repay higher amounts e.g. 20% to100% of the outstanding balance.
Fund your repayment account on or before the 30th with the amount for your chosen repayment plan as it will be debited from your account on the 30th of each month.
How do I make repayment?
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What is late repayment fee and why will I be charged?
When you default on the minimum monthly repayment by the 30th of the month being the due date, a late repayment fee being 1% of the outstanding balance from the date it was not paid will be charged to the cardholder.
