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FAQs2021-10-17T12:44:29+00:00

Frequently Asked Questions

Can I use any phone number on any network to open a 9PSB account?2021-08-19T11:54:38+00:00

Yes, you can use any phone number on any network.

I feel my security PIN has been compromised, how do I change it?2021-09-27T10:52:01+00:00

You can change your PIN yourself using the steps below.

Change PIN via APP.

  1. Launch your 9PSB mobile App.
  2. Login using your password or biometrics.
  3. On the App footer, click “My account”.
  4. From the option prompt, select “Change PIN”.
  5. Next input “Current PIN”; then “New PIN”.
  6. Click “Confirm PIN”; finally tap “Change PIN”.
  7. You will get a pop-up “Your pin has been changed successfully” as well as a confirmation SMS.

Change PIN via USSD.

  1. Dial *990#.
  2. From the menu options select 4 “My account”.
  3. Next select 1 “Change PIN”.
  4. When prompted, enter “Old PIN”, then “New PIN” (4-digits ONLY).
  5. Once you re- “Confirm New PIN”, You will get a pop-up with the notification “Success. PIN change is successful, remember to keep PIN safe”.
I tried to Login to my 9PSB App, but I’ve forgotten my password and I didn’t use a fingerprint authentication, what do I do?2021-08-24T11:48:37+00:00

Simply follow the steps below to reset your password via the 9PSB mobile App.

  1. Launch your 9PSB mobile App, on the sign-in page click “I forgot my password”.
  2. Immediately, you will get a prompt to input your phone number, do so and click “Next” to continue.
  3. A One Time Password will be sent to your registered phone number, input accordingly.
  4. Next enter “New Password”; then “Confirm password” and click “Next”.
  5. A confirmation SMS will be sent to the registered phone number.
Can I change my password at will on the 9PSB mobile App?2021-09-27T08:18:29+00:00

Yes, you can. Simply follow the steps below to change your password via the 9PSB mobile App.

  1. Launch your 9PSB mobile App.
  2. Login using your password or biometrics.
  3. On the App footer, click “My account”.
  4. From the option prompt, select “Change Password”.
  5. Next enter “Current Password”; then “New Password”.
  6. Click “Confirm Password”; finally tap “Update”.
  7. You will get a pop-up “Your password changed successfully” as well as a confirmation SMS.
If I forget my PIN or my PIN gets blocked, how do I reset it?2021-09-30T09:17:44+00:00

Unblock PIN via Mobile app

  1. Login to the 9PSB mobile App.
  2. Tap on the “Menu” button.
  3. Click on “Account Settings”.
  4. Tap “Forgot PIN”.
  5. Your pre-chosen security question will populate, type in the answer to the security question and tap on “Validate”.

NB: A One Time Password (OTP) will be sent to the registered number upon successful validation.

6. Input the One Time Password in the space provided (Security code). Also enter the Desired “New PIN” (4- digits ONLY) in the space provided, then “Confirm PIN”.

7. Click “CHANGE PIN”. A Success page will appear with the response “PIN has been changed successfully”.

Unblock PIN via USSD

Call our customer care number on 08099080005 or send a mail to hello@9psb.com.ng for further assistance.

I tried to reset my PIN on the mobile App, but I cannot remember my security question, what do I do?2021-09-27T09:24:26+00:00

Immediately call our customer care number on 08099080005 or send a mail to hello@9psb.com.ng to assist you with a PIN Reset.

Where can I find a 9PSB agent?2021-08-19T10:55:20+00:00

On the 9PSB mobile App click “Locate agent” on the menu or “agent locator” on the App footer. Next select state and Local Government Area, it will populate the agent nearest to your location.

On the web app, click https://9psb.com.ng/agent-network/ to “Find an Agent”.

Can I pay for DSTV and electricity bill on the 9PSB App?2021-09-30T10:06:59+00:00

Yes, you can. Simply log into your 9PSB mobile App, scroll through the menu, and select “Pay Utility Bills”. Select the particular bill payment option be it cable or electricity. Follow the prompt, and finally enter your transaction PIN to complete the transaction.

If you do not have the App, you can also visit an agent to pay your utility bills.

How do I increase my transaction limits?2021-08-19T10:32:07+00:00

Log into your 9PSB App, on the icon “Unlock more limits and savings”, Tap “Upgrade Now” on the dashboard, provide your BVN, your date of birth, passport photo and a means of identification e.g., international passport, driver’s license, national ID, etc. to instantly upgrade your account.

This increases your daily transaction/balance limit up to ₦500, 000 or more and you get to enjoy upfront interest on your saving.

I forgot my PIN and so I changed it on the app, but I cannot use it on the USSD as it keeps saying wrong PIN?2021-09-27T12:45:00+00:00

This can only happen if you registered on the USSD with a different phone number from the one you registered with on the App.

This means you have to reset your PIN on the USSD platform, to do this please call our customer care number on 08099080005 or send a mail to hello@9psb.com.ng.

As someone who does not have the 9PSB App yet, can I transfer money to a 9PSB agent from my bank’s mobile App and withdraw cash from the same agent?2021-08-19T10:20:05+00:00

Yes, you can. Simply initiate a transfer from your mobile APP as with other banks, search for 9 payment service bank on the “transfer to other bank” option. Ask for the agents account number and input accordingly. Complete the transaction and collect your cash, it is that seamless.

I need to send money to someone urgently in another state, how do I generate a withdrawal code the person can redeem at an agent location?2021-10-04T09:33:35+00:00

Generate withdrawal code on the 9PSB App.

 Simply download the 9PSB android app via Google Play Store or the iOS version via Apple App Store to begin. Next log into your App, select “Cash withdrawal”, choose the option “from agent”, select the particular “account source”, input amount you want to send, type in your 4-digit security PIN, finally click “Get withdrawal code”.

You will receive a withdrawal code via SMS on your phone that you can send to the receiver, please note that the code is valid for 48 hours, if the receiver does not redeem the funds within the 48 hours, the money gets reversed back to your account.

Please note that a ₦50 charge applies.

Generate withdrawal code via the USSD platform.

Dial *990#, on the menu prompt, select 4 “Account”, next select option 6 “Cash Withdrawal”, then select 2 “Agent Location”, input withdrawal amount, then enter your 4-digit security PIN to complete the process.

You will get a pop-up containing a withdrawal code, as well as receive the same code via SMS on your phone that you can send to the receiver.

Please note that the code is valid for 48 hours, if the receiver does not redeem the funds within the 48 hours, the money gets reversed back to your account.

Also note that a ₦50 charge applies.

What is a Terminal ID?2021-08-19T10:08:03+00:00

The terminal ID is for identifying transactions on the POS, it can be used to identify a successful or failed transaction, and provide support when necessary, including issues around disputes.

How long will the POS last on battery?2021-08-19T10:06:53+00:00

The POS device is built to last all day on a single full charge. However, for very peak period where transaction volumes are high, the device battery will last for at least 8 hours.

If there is no data network in the area where I am using the POS, how can I then perform agent banking transactions?2021-09-29T15:37:03+00:00

9PSB agent banking has 2 backup options:

  1. Agent USSD Channel which can be accessed by dialing *990*1#.
  2. 9PSB Agent mobile app available on the Apple App store or Google Play store for smartphones.

If there is no data network, you can use the USSD Channel on the phone number registered to the agent account, no other number will work. Also, when you use the USSD or Mobile app, printing functionality and card type services/transactions will not be available as they are only possible on POS terminals.

Will the POS Terminal accept any bank card?2021-08-19T09:58:05+00:00

Yes, the POS Terminal will accept any Nigerian Bank card. However, it is possible some transactions may not go through if there is a downtime with the bank that issued the card.

My POS is not printing?2021-08-19T09:33:25+00:00

Please check if the paper is properly placed in the printer compartment. Open it and ensure the paper slides against the printer edge and try to print again.

How do I get support if the POS Terminal gets faulty and will not come on or work?2021-09-29T14:35:03+00:00

Call our customer care number on 08099080005, send a mail to hello@9psb.com.ng or call your 9PSB Service Location Partner (SLP) for support.

How do I charge the POS Terminal?2021-08-19T09:28:28+00:00

There is a charging adaptor included in the POS Terminal pack, use it to charge the POS Terminal whenever the battery is low.

How do I generally care for the POS Terminal?2021-08-19T09:26:56+00:00
  1. Ensure the POS is placed in a cool place with flat surface when in use.
  2. Never leave the charger plugged in when battery is full, disconnect and use until battery is low, then recharge.
  3. Do not throw the POS Terminal.
  4. Never let the POS Terminal drop on the floor, this can cause severe damage.
  5. Do not throw your POS into water.
  6. Do not try to loosen a screw or fix the POS yourself in the event of any damage or error, please always contact your Service Location Partner (SLP) for support in the event that such occurs.
  7. Do not tamper with the SIM inserted into the POS terminal as this could trigger security, if you have any issues with the SIM, contact your Service Location Partner (SLP) for assistance.
How do I change my Password?2021-08-19T09:20:03+00:00

You can change your Password yourself using the steps below.

  1. Login to your 9PSB Agent App.
  2. Select “More options” icon on the top left corner.
  3. Next click on “My Profile”.
  4. Select “Change Password” from the options.
  5. When prompted, enter “Current Password”, next type in your desired “New Password”.
  6. Next, tap “Retype Password” and then “Update”, you will get a pop-up with the notification “Your Password has been changed successfully”.
How do I change my PIN?2021-09-29T15:19:21+00:00

You can change your PIN yourself using the steps below.

Change PIN on the mobile App.

  1. Login to your 9PSB Agent App.
  2. Select “More options” icon on the top left corner.
  3. Next click on “My Profile”.
  4. Select “Change PIN” from the options.
  5. When prompted, provide “Current PIN”, then “New PIN” (4-digits ONLY).
  6. Next, tap “Retype New PIN”, then click “Change PIN”.

You will get a pop-up with the notification “Your PIN has been changed successfully”.

Change PIN via USSD.

  1. Dial *990#.
  2. From the menu options select 4 “My account”.
  3. Next select 1 “Change PIN”.
  4. When prompted, enter “Old PIN”, then “New PIN” (4-digits ONLY).
  5. Once you re- “Confirm New PIN”, You will get a pop-up with the notification “Success. PIN change is successful, remember to keep PIN safe”.
I forgot my PIN, what do I do?2021-09-27T12:10:51+00:00
  1. Login to your 9PSB Agent App.
  2. Select “More options” icon on the top left corner.
  3. Next click on “My Profile”.
  4. Tap “Forgot PIN” from the options.
  5. When prompted, provide the answer to your security question, then click “Validate”. Once the answer has been validated, a One Time Password will be sent to your phone number via SMS.
  6. Input the One Time Password in the space provided, next type in the desired “NEW PIN” (4-digits ONLY), “Confirm PIN”, then tap “Change PIN” to complete the process.

You will get a pop-up with the notification “Your PIN has been changed successfully”.

I tried to reset my PIN on the POS terminal, but I cannot remember my security question, what do I do?2021-08-19T09:04:23+00:00

Immediately reach out to your 9PSB Service Location Partner (SLP) to assist with a PIN Reset.

My PIN got blocked, what do I do?2021-09-26T18:08:41+00:00

Kindly follow the steps below to unblock your PIN on the 9PSB Agent App.

  1. Login to the 9PSB Agent App.
  2. Tap on the “Menu” button.
  3. Click on “My profile”.
  4. Tap “Forgot PIN”.
  5. Type in the answer to security question and tap on Validate.

NB: A One Time Password will be sent to the registered number upon successful validation.

  1. Type in the One Time Password received via SMS in the space provided.
  2. Also enter the desired NEW PIN (4-digits ONLY) in the space provided, re-enter for confirmation and click on “CHANGE PIN”.

A Success page will appear with the response “PIN has been changed successfully”.

Also, a confirmation SMS will be sent to the registered number.

What is the Minimum operating balance on the POS, and as an agent how does that affect me?2021-08-19T08:53:56+00:00

The minimum operating balance simply means the balance you have in your wallet that you cannot transact with. It has no negative effect; it simply means you cannot carry out any transaction on your POS if you have less than ₦1,000.

What is the minimum card transaction that can be done on the POS?2021-08-19T08:51:52+00:00

₦100.

What is the maximum card transaction that can be done on the POS?2021-08-19T08:50:23+00:00

₦100,000.

As an agent, what is the maximum transfer I can do at once on the POS terminal?2021-08-19T08:49:03+00:00

₦500,000.

As an agent, what is the cumulative maximum transfer that I can do on a per day basis?2021-08-19T08:47:59+00:00

₦1,000,000 cumulatively.

As an aspiring agent, I would like to know what your commission or sharing formula is like?2021-09-27T11:35:16+00:00

Please send a mail to hello@9psb.com.ng.

What are your digital user access channels?2021-08-19T09:35:23+00:00
  1. Agent USSD – *990*1#
  2. Customer USSD – *990#
  3. Mobile App – download the 9PSB android app via Google Play Store or the iOS version via Apple App Store
  4. POS Terminals – available on the App market.
  5. Internet banking via our web portal: https://online.9psb.com.ng
In the event that my POS terminal is stolen or misplaced, what do I do?2021-09-27T11:27:46+00:00

Immediately file a Police report, as well as report the incident to your 9PSB Service Location Partner.

If I have an issue with my POS terminal, who do I reach out to?2021-08-19T08:20:56+00:00

Please send a mail to hello@9psb.com.ng

My POS is not printing?2021-08-19T08:16:49+00:00

Please check if the paper is properly placed in the printer compartment. Open it and ensure the paper slides against the printer edge and try to print again.

I generated a deposit code yesterday at about 10am, I went to an agent at about past 2pm two days later to deposit funds using the code I received, but it returned the error message “deposit code does not exist”, why?2021-08-19T08:05:57+00:00

The code generated is valid for 48 hours ONLY. You will need to generate another code to commence with your deposit at the agent location.

Someone sent me a withdrawal code, how do I redeem it?2021-08-19T08:03:03+00:00

Locate an agent nearest to you and present the passcode, the agent will input the passcode which will in turn populate the sender’s details. A One Time Password will be sent to the sender’s phone number via SMS to confirm the transaction.

He/she will have to send the One Time Password to you, which you will present to the Agent who will use the One Time Password to complete the transaction. Once this is done, your cash will be handed over to you.

To locate an agent on the 9PSB mobile App, click “locate agent” on the menu or “agent locator” on the App footer. Next select state and Local Government Area, it will populate the agent nearest to your location.

On the web app, click https://9psb.com.ng/agent-network/ to “Find an Agent”.

Is my 4-digit security Pin the same as my transaction PIN?2021-09-30T10:52:20+00:00

Yes, it is.

Can I really transfer money to any phone number on any network using the 9PSB App?2021-09-30T13:01:38+00:00

Yes, you can, but if the recipient is not a 9PSB customer, he/she simply needs to open an account with Us to access the funds.

What happens if the recipient I transferred the money to does not activate the 9PSB account, what happens to the money?2021-08-19T07:54:53+00:00

You get a reversal of the fund you transferred to the number/person after 24 hours if the recipient does not activate the 9PSB account.

What is the maximum number of times I can transfer to an unregistered number in a day?2021-08-19T07:52:33+00:00

Maximum of 6 times per day.

What are your care channels in the instance that I need to reach out for assistance?2021-09-26T17:35:55+00:00
  • Customer care number: 08099080005
  • WhatsApp: 08099080005
  • Email: hello@9psb.com.ng
  • Live Chat via 9PSB mobile app.
  • Live Chat via 9PSB website.
  • Social media handles:

Instagram page: @9psb_ng

Facebook page: 9PSB

Twitter: @9PSB_ng

LinkedIn: 9PSB

You Tube: 9 Payment Service Bank

How much do I get charged as transfer fee when I transfer to an unregistered number, and what happens to the transfer charges if the recipient does not activate the account to access the fund?2021-09-30T13:12:06+00:00

You get charged ₦50 naira as transfer fee, and if the recipient does not activate the account to access the funds within the stipulated 24 hours, you get a ₦50 reversal in addition to the original amount transferred.

What are your care channels in the instance that I need to reach out for assistance?2021-08-19T07:39:35+00:00
  • Customer care number: 08099080005
  • WhatsApp: 08099080005
  • Email: hello@9psb.com.ng
  • Live Chat via 9PSB mobile app.
  • Live Chat via 9PSB website.
  • Social media handles:

Instagram page: @9psb_ng

Facebook page: 9PSB

Twitter: @9PSB_ng

LinkedIn: 9PSB

You Tube: 9 Payment Service Bank

 

Can I buy data or airtime by dialling *990#?2021-09-28T12:09:39+00:00

Yes, you can. Simply dial *990#, and from the option menu choose 1 for “Airtime” or option 2 for “Data”, follow the prompt to complete transaction using your 4-digit security PIN.

You can also use the quick codes below to buy Airtime or Data for yourself or others.

*990*Amount# – To buy Airtime for Self

*990*Amount*Phone number# – To buy Airtime for 3rd Party

*990*2# – To buy Data for Self

*990*2*Phone number# – To buy Data for 3rd party

 

There has been so much talk about the add fund feature on the App, I would like to know what it entails before I update my App?2021-08-18T15:58:57+00:00

The ‘Add Fund’ feature makes it possible for you to fund your 9PSB wallet/account with any Nigerian bank card (Mastercard, VISA or Verve) directly from within the 9PSB app itself without having to log in into another bank app/web platform to do a transfer.

How many cards can I save on the app?2021-08-18T15:57:49+00:00

You can save a maximum of 3 cards on the app so that next time you are funding your wallet, it is even quicker with just a tap on your saved bank card for a seamless transaction.

What is the maximum amount that can be added at a time to fund my wallet?2021-08-18T15:56:49+00:00

₦50,000 naira.

How many times can I add fund to my wallet in a day?2021-08-18T15:54:44+00:00

The number of times you can fund your account per day solely depends on the maximum allowed balance of your account type.

May I know the detail on charges when I add fund?2021-08-18T15:53:24+00:00

We charge 1% of your transfer amount capped at ₦2000.

Is the 1% applicable to all amount to be added?2021-08-18T15:52:19+00:00

Yes, it is 1% no matter the amount you are adding.

Other than the card option to add fund, are there other options?2021-08-18T15:50:29+00:00

Yes, there are other options such as bank transfer, USSD, and even QR payment all within the app.

Now that I have updated my app, how do I add fund?2021-08-18T16:01:18+00:00

Kindly follow these simple steps to “Add Fund” on the 9PSB App:

  1. Login to the 9PSB Customer App.

On the dashboard, click on the “Add Fund” button.

  1. Select “Target account/wallet” you would like to fund if you have more than one account on the app.
  2. Enter amount (once you do this, you will be presented with the sum of your charge).
  3. Select “Fund Source”, this is the method of funding you would like to use, either “Use a new card” option or “Other options”.
  4. If for example you choose the “Pay with Card” option, you will be expected to add your card details correctly, you also have the option of “changing payment method” or “cancelling the payment”.
  5. Once you click to continue with the “Add Fund” transaction, a One-Time Passcode (OTP)will be sent to the registered number.
  6. Type in the One-Time Passcode received via SMS in the field provided and click “Authorize”.
  7. Upon successful validation, you will get a pop up on your phone intimating you on the success of your transaction.
  8. Your wallet gets credited immediately and reflects on your balance instantly.
  9. Also, a successful transaction SMS will be sent to the registered number on your account.