Frequently Asked Questions

What is ProvidusMobile?

ProvidusMobile is our mobile banking application that has been specially designed to allow customers carry out banking transactions on the go



What type of mobile devices support ProvidusMobile?

ProvidusMobile supports Android, Blackberry and iOS mobile devices.



What are the benefits of ProvidusMobile?

With ProvidusMobile, customers would be able to carry out Transfers, view and request for Account Statements, pay Bills, Airtime recharge and make requests for Debit Cards, Cheques, Drafts and so much more.



Where can I download and register for the service?

You can download the mobile app from your mobile type App store or follow instructions as directed on our website. After successfully downloading the App, please register using the Unique Customer identification number that was sent to your registered email address with the Bank.



Are there any fees to use ProvidusMobile?

No. However, there are charges for some of the banking transactions you carry out on the platform.



Can I use ProvidusMobile outside Nigeria?

Yes you can use this service outside Nigeria.



How do I log on to ProvidusMobile?

You can log on to ProvidusMobile by downloading the App and using the unique Customer Identification number that was sent to your email address, and follow the instructions



I have been asked to enter a “Customer. ID”. What does this mean?

Customer ID stands for Customer Identification. It is a unique number that identifies you to the Bank and gives you access to the online banking platform. This unique customer identification number would have been generated and sent to your email address (which you used to register for an account with the Bank). Check your email for this number and input the digits in the required field.



I have not received emails with my Customer ID. Why?

Your Customer ID would have been generated and sent to your email address (which you used to register for an account with the Bank). Check your email inbox as well as the Spam/Junk folder



I have checked my Email Inbox and Spam/Junk Folder, but I still have not received the email.

Please contact our business concierge services team on 0700PROVIDUS / 070 077 6843 87 or send an email to businessconcierge@providusbank.com.



Do I use the same logon credentials (Username and Password) for ProvidusMobile and ProvidusOnline Banking?

Yes. Your login credentials are the same for both mobile and online banking



What is my Transaction PIN?

A transaction PIN is a four digit combination code which would be known to yourself only. It would be selected at the point of online/mobile banking registration and is the PIN that would be required in completing transactions on ProvidusMobile.



What type of transfers can be initiated through ProvidusMobile?

Transfers within your own Accounts, Transfers to other ProvidusBank accounts, Transfers to other Bank accounts and Offshore Transfers can all be initiated on the mobile banking platform.



What if a transfer request fails and my account was debited?

Please contact our business concierge services team on 0700PROVIDUS / 070 077 6843 87 or send an email to businessconcierge@providusbank.com



Can I Initiate a transfer request to an Offshore Account?

Yes you can initiate a transfer to an Offshore account.



Do I have to save beneficiaries again that I already have on my online banking platform?

No. The beneficiaries you have saved on your online banking platform would reflect on your mobile banking page.



Will I be charged for transferring money into another ProvidusBank account?

No, you would not be charged for transferring money to another ProvidusBank account.



Can I pay Bills through ProvidusMobile?

Yes. You can pay bills using the ProvidusMobile



How do I report a Bill payment problem?

Please contact our business concierge services team on 0700PROVIDUS / 070 077 6843 87 or send an email to businessconcierge@providusbank.com



I made a request for a Debit Card via the Mobile Banking Platform, but I am yet to receive it.

Please contact our business concierge services team on 0700PROVIDUS / 070 077 6843 87 or send an email to businessconcierge@providusbank.com



How long would it take before I receive my Chequebook?

Your Chequebook would be delivered to you within 24 hours (within Lagos) and 48 hours (outside Lagos) after your request has been processed successfully.



How soon would my Cheque get confirmed?

Cheque confirmation would be completed within an hour after due authorization is received



I just opened a sub-account. When would I be notified of my Account number?

You would be notified of your new account details within 24 hours of submitting a request.



Can my Account statement be sent to me via dispatch?

Yes. Your account statement can be sent to you via dispatch.



A restriction was placed on my Account after logging a Fraud report. When would the restriction be lifted?

The restriction would be lifted once all pending investigations have been concluded. Please contact our business concierge services team on 0700PROVIDUS / 070 077 6843 87 or send an email to businessconcierge@providusbank.com



I just topped up my mobile number but I have not received value

Please contact our business concierge services team on 0700PROVIDUS / 070 077 6843 87 or send an email to businessconcierge@providusbank.com



I mistakenly inputted a large sum for my airtime recharge. Can this be reversed?

Please contact our business concierge services team on 0700PROVIDUS / 070 077 6843 87 or send an email to businessconcierge@providusbank.com



How do I receive my requested Drafts?

Requested Drafts can be sent to you via dispatch or can be picked up at any of our branches



Can I cancel a requested Draft?

You can cancel a requested draft, however a non-refundable fee would be charged.



What happens if my phone/SIM is lost, stolen or damaged?

You can download the mobile banking app on a new mobile device and sign up as a new user.



Who do I contact for support?

Please contact our business concierge services team on 0700PROVIDUS / 070 077 6843 87 or send an email to businessconcierge@providusbank.com