We know compliance checks can feel tedious, but they are vital for keeping your business and your customers’ money safe. Here are some common hurdles and how to resolve them.

1. “My BVN or NIN verification failed”

Fix:

1. Confirm the name match. The name on your Monnify profile must exactly match the name registered on your BVN/NIN. If your BVN/NIN includes a middle name you didn't type on Monnify, the system will flag it.
2. Ensure the Date of Birth you entered matches the one on your official documents perfectly.

Note: We do not check your bank balance. We use your BVN strictly to verify that you are who you say you are.

1. “My Settlement Account was rejected”

Fix: Ensure the settlement account is a physical bank account not a virtual account such as that of Opay, Flutterwave, Palmpay. Also,

1. For Registered Businesses
2. Ensure the settlement bank account is a corporate account in the exact name of your registered company. You cannot use a personal bank account.
3. If your company doesn't have a corporate account yet, they should state on their board resolution the details of the director the business has agreed to be used as settlement account pending when their corporate account will be approved)
4. For Starter Businesses: Ensure the personal bank account you provided matches the name on your BVN and ID.

Note: You can use your Moniepoint account as your Monnify account.

1. "I didn't receive my email verification OTP"

Fix:

1. Check for the OTP in your SMS app or your email’s Spam or Promotions folder.
2. Click "Resend OTP" after 60 seconds.

Still Stuck? Send an email to us at [email protected]

1. “It's asking for a CAC Certificate, but I don't have a registered company."

Fix: You likely selected the wrong “Ownership Structure” by mistake.

1. On your dashboard, go to Settings.
2. Under “Business Details”, scroll down to “Ownership Structure”, select “Individual”

1. “My Verification documents were rejected.”

Fix: You may have uploaded a wrong document

1. Ensure all four corners of the documents are visible. No flash glare, and the text is completely readable.
2. Ensure the names match, for BVN and your ID

Still Stuck? We're Here to Help.

If you have corrected these issues and your account is still pending after 2 working days, send an email to [email protected] with the subject line: "Activation Help: [Your Business Name]"

1. “I’m unable to login to my Monnify Dashboard”

Fix:

1. Confirm that the email and password you typed are correct.
2. If you can’t remember your password, click Forgot Password on the login page and follow the prompts to reset your Monnify account password

1. “I need to change my Monnify Email Address”

Fix:

1. Send an email to [email protected] with the subject line: "Request to change Email Address: [Your Business Name]".
2. In the email body, provide the following information:
3. Your business name and current email address
4. The new email address you want to change to
5. Phone number linked to your Monnify account
6. The ID you provided during the time of registration
7. Settlement Bank account details
8. BVN linked to your settlement account
9. Full name as registered on your Monnify account