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Frequently Asked Questions - NG

What is PalmPay?

PalmPay is a new payment experience which rewards you for sending money in Nigeria.The PalmPay account allows you to control your money and make payments to friends and family, buy airtime or pay bills. We give you rewards via PalmPoints which can be redeemed or saved for later. PalmPay keeps you safe and secure by using the latest technology.

Where is PalmPay located?

PalmPay has an office in Lagos. We are currently available in Nigeria and are expanding to other markets soon.

How do I register?

Register quickly and easily via the Android app or referral link.Once your registration is completed you can start transferring money by linking a card or bank account. All transactions are secured by your PIN or TouchID (if available).

Who can I send money to?

To anyone in Nigeria! The recipient needs an Android phone and have to register for a PalmPay account to receive their funds. After registration, recipients can either cash out or hold the cash in their account.

Which banks are supported?

Via your BVN, PalmPay is able to link to any banks in Nigeria.

Which card types are supported?

PalmPay supports payments from and transfers to Mastercard, Verve and Visa cards. Currently, only debit cards, credit card payments are not supported.

I don't have an Android device - can I apply on a computer or from another operating system?

PalmPay is currently only available on Android devices.

We want to be as inclusive as possible and will review offering a web portal or other operating systems in the future.

Who should I contact to submit a comment, question or complaint?

You can chat to us via the app during working hours and we will help you resolve whatever issue you may have.
Outside of working hours we offer e-mail support: palmpay@transsnet.com Alternatively, check out our https://www.facebook.com/palmpayapp/ Facebook account.

What is a BVN?

BVN stands for bank verification number.

This is a unique number which was provided when you opened your bank account. It is used to identify the owner of the bank account and adds an extra layer of security.

Why is my bank verification number (BVN) required?

When the money is moved to your bank account, the BVN is used to ensure that the money will reach you successfully.

I don't know my BVN. What do I do?

To find out your BVN you can dial *565*0#. Please note that this will only work if you are making the request from the same mobile number that is currently linked to your bank account.

Why is my bank account information required?

We need your bank account details to process withdrawals from your PalmPay account for safety.

Can I access PalmPay from any location?

PalmPay is currently available throughout Nigeria. If you are traveling overseas you will still be able to access PalmPay and manage your account.

Why is my SIM unsupported?

You may see this error message if PalmPay is unable to detect the required SIM card in your phone.

Kindly remove all other SIMs from your phone and leave only the SIM card you need to use, then log back into PalmPay. You should then be able to add your number and proceed to validate it.

Can I change my account information?

Yes, if you want to change any personal information, please contact Customer Care for help, we are glad to assist you.

How is my PalmPay account protected?

PalmPay uses BVN verification for bank account transfers and distinguish user tiers. All transactions are secured by your PIN, Touch ID (depends on device) or gesture controls.

How do I send and receive money?

PalmPay makes sending money simple, there are 3 mechanisms:
– if you are with your friend, you can easily scan the QR code to initiate a transfer
– directly send money to your friends via mobile number
– request money from your friends and let them start a payment
All transactions you initiate will always be secured with your PIN or Touch ID.

Can I make payments to friends who do not have PalmPay?

Yes, you can send or request money from your friends via Facebook or SMS. After receiving the request, your friend will need to register for PalmPay to receive the money.

Can I make payments to friends who do not have an Android device?

No, not currently.
An Android device is required to register for a PalmPay account. Currently customers without an Android device are not able to receive money using PalmPay.

I just received a payment request, what do I do?

It’s up to you! Requests from your friends can be paid or left to expire. The message in the request will help to explain why they are in need. Request for payment expire after 24 hours.

My Send Money status is 'Completed', but my friend has not received their money yet.

Depending on network connections, payment requests may take up to a few minutes to clear. <br/><br/> Please contact us Customer Care if the payment has not been completed within 30 minutes.

What is a KYC Tier?

PalmPay separates users into two different levels, KYC Tier 1 and KYC Tier 2, which provide different account limits.

How much money can I send?

PalmPay has two account tiers:
– Tier 1 has a transaction limit of ₦50,000 and balance limit of ₦300,000
– Tier 2 has a transaction limit of ₦200,000 and a balance limit of ₦500,000
You can upgrade by verifying your bank account using the profile screen

Why does PalmPay always ask for the CVV code when I do a transaction?

When using Verve cards we are unable to store the CVV code and it has to be entered with every transaction. For Mastercards and Visa cards we can store the card information for repeat transactions.

Why do you need my card details?

PalmPay only needs card details when you are using a bank card for a payment. This might be for funding to balance or making a transfer. PalmPay understands that your bank card details are very sensitive and we have taken all available precautions to secure our platform and protect your data

I am trying to verify my phone number but I haven't received the One Time Password.

Our system will send the verification SMS to the mobile number linked to your bank account. If you do not receive an SMS, kindly contact your bank for assistance.

I am running into issues trying to add a bank card to my account.

You will be required to enter an OTP (One Time Password) to link your card. Please contact us via the Customer Care for assistance if this is not working correctly.

Can I trust PalmPay with my financial information?

When using PalmPay your financial information is always ecured.
Our platform uses international security standards to protect your PalmPay account. PalmPay never shares your information with third parties unless it is for a defined business purpose, such as completing money transfers or reporting suspicious activities.

I have forgotten my PalmPay PIN. How can I get it back?

If you do not remember your PIN, log into the app, select “Forget PIN” and enter the security questions to verify your identity. If these are completed successfully you will be able to change your PIN.

If you cannot remember the security questions, then please contact Customer Care.

What are Security Questions used for?

Security Questions are for resetting PIN if you forgot it. For resetting Security Questions the user needs to answer the existing questions correctly before starting again.

What is a referral link? How can I earn bonuses?

PalmPay offers a reward programme that allows you to earn PalmPoints for referring your friends to our service. If an individual signs up to PalmPay after clicking on your unique referral link or entering your 6 digit invitation code, we will reward both of you with PalmPoints.Check your PalmPoints balance to see how much you have earned!

I've referred a friend, but did not earn a bonus - what happened?

Your friend has to register via your referral link or use your 6 digit invitation code in order for us to reward you both with PalmPoints. If they were already registered we will be unable to pay the referral bonus. Please contact Customer Care if you believe that PalmPoints have not been awarded correctly.

I'm trying to download the mobile app from the Play Store, but I'm getting the following error: "This Item Isn't Available in Your Country". How do I fix this?

This means that your Google Play account is currently set in a location where the app is unavailable.
If you are currently in a location where PalmPay is available, but your Google Play Store settings currently have you in a different country, you will need to update your Google Play account profile with your correct location in order for you to access the app.

How do I get the latest version of the app?

To benefit from the best user experience we encourage you to always update your app to the latest available version. To update, search for “PalmPay” in Nigerian Google Play Store then click “Update”.If this doesn’t work, try uninstalling then reinstalling the app.

What are PalmPoints?

PalmPoints are your reward for using PalmPay. Build up your PalmPoints balance and spend them when you want! Currently, Airtime purchases and Bill Payments can help you earn more PalmPoints.

PalmPoints can be redeemed when you complete certain payment transactions.

How much is a PalmPoint worth?

A PalmPoint is, and will always, be worth N1.

PalmPoints can only be redeemed within the PalmPay application, please see our Terms and Conditions for further information.

How to use, and how to earn PalmPoints?

You can earn PalmPoints by Airtime puchases and Bill Payments. Meanwhile, you can redeem PalmPoints when you complete certain Airtime payment transactions.

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