Help Center

When something has gone wrong

The rate questions above are the common ones. These are the five that actually bring people to this page, answered plainly rather than reassuringly.

The naira has not arrived

Almost always one of three things, and they are worth separating before you worry. The trade is still being confirmed, which is normal for a few minutes and is stated on screen while it happens. The bank is holding it, which is out of our hands but visible to us. Or the account details had a digit wrong, which is the one case where speed matters, because a transfer to a real account belonging to somebody else is difficult to pull back. Send us the reference from the trade rather than a description of it, and the answer is one look rather than a conversation.

A gift card was not accepted

Three causes cover nearly all of them. The image could not be read — a glare across the code, a crop that lost a character, a photograph taken at an angle. The code had already been spent before it reached us, which happens most often with cards bought second-hand. Or the card is a variant we do not buy, which is why the country and format are worth checking before you start rather than after. In every case we tell you which it was. A card we cannot pay for is said so plainly instead of sitting in a queue with no explanation.

The rate changed while I was trading

The rate you were shown carries a time it holds until, and inside that window it is the rate you get. That is the whole point of publishing an expiry rather than a headline number. If a trade is started after the window has closed, the current rate applies, and it is shown to you before you confirm rather than applied quietly at the end.

I sent crypto on the wrong network

Tell us immediately, and be prepared for the honest answer: sometimes it can be recovered and sometimes it cannot, and which one it is depends on the chain rather than on how hard anybody tries. Anyone who promises recovery before looking is guessing. The network is selected before you send for exactly this reason, and it is the one screen worth reading twice.

My account needs verification

Verification exists because we move money, and the rules that apply to us apply to everybody doing it lawfully. The part we can control is how much of your time it costs, and that is what we keep working on. If a document has been rejected it is usually legibility rather than suspicion — a photograph taken in better light solves most of them.

Still stuck? Our one WhatsApp line and every address that genuinely belongs to us are listed on our official channels page. Check any number against it before you send anything.