Frequently Asked Questions

Using a Fidelity Bank card on a Fidelity Bank ATM, the daily withdrawal limit of ₦60,000 per day applies.

This means that you are trying to withdraw an amount more than the amount you have in your account at the moment. You need to check your balance and take note of the available balance while taking the minimum account balance also into consideration.

This occurs when the PIN is entered incorrectly up to three times or when the card has been hot-listed after being reported lost/stolen/damaged etc.

If it is a Fidelity Bank card used on a Fidelity Bank ATM, kindly walk into the bank or the closest branch and inform the Customer Service Unit (CSU) officer of the incident with proof of identification.

If the Fidelity Bank card is used on another bank’s ATM, the acquiring bank must perforate it, making the card unusable, and return it to the issuer as directed by CBN the next working day. This means the ATM card cannot be retrieved. You will need to get a new ATM card from Fidelity Bank.

The Fidelity Bank ATM service offers 24-hour access to cash withdrawal, bill payment, cardless transaction, funds transfer, and airtime recharge services.

1. Dial *770# and follow the prompt
2. Select any transaction from the menu
3. You will be prompted to register
4. Enter the account number
5. Create a PIN

The Daily top-up limit is N20,000 for recharge.
The minimum fund transfer limit is N1,000 and the maximum is N20,000 per
transaction with a cumulative transfer amount of N100,000 daily.

• Account opening
• Airtime and Data Vending.
• Bills Payment
• Transfer
• Block Card
• Cardless Withdrawal
• Update Information (BVN and Email)
• PIN reset
• LASG Collections (LAWMA, LSWC, LASTMA etc)
• Airtime Auto Top Up
• Loan request
• Fidelity Loan On Account Performance (FLOAT)
• Point of Transaction Loan (POT)

UNLOCK EASY BANKING WITH *770#

Please call Trueserve or forward the complaint to the branch for the customer
service representative to resolve.

It is a network failure. Customer should be advised to retry transactions
If the error is prompted at the end of a transaction, there is a restriction on the
customer’s account. If account is dormant, You need to perform a customerinduced transaction to activate the account, then retry enrollment the next day.

The Fidelity SME Online Account Opening Portal is a web-based portal designed to enable instant generation of account numbers for SME corporate accounts.

No, The Fidelity SME Online Account Opening Portal has accounts for both registered and unregistered Businesses.

Accounts opened via this platform will automatically be placed on Post No Debit (PND) pending regularization which would involve proper documentation at the branches.  The account is generated as a Tier 1 account until customer’s documentation is completed at the branch. This means that you will not be able to withdraw from the account until you have completed your documentations, however, you can pay in money to the account.

There are no documents needed to generate an account on the portal. Customer will only be asked to submit the necessary documents to a branch, after account number has been generated, for regularization. The documents include Passport photo, Valid Identification (NIN, International passport, driver’s license, valid voters’ card), Utility Bill and SCUML (if applicable)

Three (3) types of SME accounts can be opened via this platform. They include:-

• Fidelity Small Business Account (FSBA) Individual
• Fidelity Small Business Account (FSBA) Corporate
• The Fidelity Premium Business Account (FPBA)

Yes. Unregistered businesses can open the GEEP Unregistered Current Account or the Fidelity Small Business Account (FSBA) Individual via the portal.

The Referral Code is the Staff ID number (Pxxxx) of the staff that referred you to the bank’s online account opening portal.

Yes, successfully created accounts can receive deposits before regularization.

Instantly. The account number will be generated immediately

The customer will be directed to a final page on the portal which will indicate that the account creation was successful. The customer’s new account number will also be displayed on the page.

Customer is advised to visit a branch to submit all required documents (which is also listed on the portal) for the account creation process to be complete.

You can access the SME Online account opening portal via https://digital.fidelitybank.ng/accountopening/#/ or Fidelity Bank – Online Account Portal

Confirm that the token response entered is correct.

Confirm that the token response entered is correct. Ensure the time zone on
the device is west Africa with the date/time also same.

Contact the Branch CSO/Virtual branch to synchronize the token on entrust.

Please log in to online banking via web/app and set/reset the secret
question.

Restart your phone and retry. If issue persists, Contact Trueserve.

Update the app and ensure the correct details are keyed in.

Visit the branch to delete the username the customer does not use from Profectus and retry after 24hrs.

If customer has forgotten, he should set it up again. Settings – Create PIN

Ensure the phone number is correct, if changed, contact Truserve to update
phone Number.

Confirm you are using the correct credentials or initiate a password reset if
login details are forgotten.

Visit the branch or contact Trueserve to unlock the customer on Profectus

Customer should log out and login again to enable system to generate
another question, if customer cannot remember all three questions, then
advise customer should login to online banking via web/app and set/reset
the secret question.

Branch CSO should unlock Customer on entrust.

Please login to online banking and reset PIN.

Please visit the branch to activate the you on profectus and advice retry once done.

Visit the URL https://conb.fidelitybank.ng 

When logging in, user is required to use a password.

When committing a payment or action with significance, such as a workflow or user creation, a user is required to authenticate using a token. The token can either be a soft or hard token.

When logging in from a new or different device or browser, the user is required to authenticate using an OTP response or token response in addition to the password.

Yes, you can have different accounts and users linked to one profile.

Select the Transfer option from the dashboard if you were setup with an inputter or a super admin role.

Yes. However, this would not be instant as the current process as directed by CBN requires manual intervention from the bank’s International Operations Team.

Yes, you can view and download the transaction history as an imputer, super admin, and authorizer user from your dashboard under the Transaction History menu.

Yes there is a default transaction limit of 10 million, however, this can quickly be increased to 250 million naira using NIP (NIBSS Instant Payment- Instant credit to beneficiaries) and 500 million using RTGS or NAPS (Near instant credit to beneficiaries)

Yes, you can integrate our services into the ERP/SAP software within your company.

You can contact Trueserve at 0700 343 35489, via WhatsApp at 0903 000 5252, from abroad at 0908 798 9069, or chat with Ivy at 0903 000 0302. Additionally, you can visit any customer service center at a branch near you. 

Yes, the platform is available across the web via browsers such as Microsoft Edge and Google Chrome. It is also available on Android and Apple devices via their app stores.

Yes, corporate online banking is available via the web and mobile app. However, the web is more suited to the inputter, verifier, and admin roles while the app is only suitable for super admin. 

Yes, alerts can be set up on several phone numbers.

Yes, several users can be set up on your profile to approve transactions as may be required in your organization.

Transfers are instant via the NIP option.

You can now complete your Remita RRR payments, e-bills and other bill payments like airtime, data, electricity bills etc. directly from CONB. 

Yes, the platform is fully featured for bulk and salary payments.

N1-N5000: N10 

N5001-N50,000: N25

N50,000 Above: N50

A VAT of 7.5% is also added.

Visit the URL https://conb.fidelitybank.ng and log in using the user details sent to you via mail after the setup from the branch containing the username and password.

Kindly request a password request from the branch via your account officer.

Alternatively, you can request assistance from the profiled admin or super admin to reset the password. 

Your admin user can create new users for your corporate online banking, including a verifier, inputter, and authorizer.

It is a digital loan product targeted at salary earners who meets the Bank’s eligibility criteria. It is a short-term facility- 30 days

It will be due for repayment by your next salary date or 30 days from the day the loan was taken.

Yes you can. You can self-liquidate by dialing *770*08# and select option 3- pay loan.

You can request by dialing the USSD code *770*08 and select option 1- Apply for loan or via the mobile app.

30 days or your next salary payment.

The fee is 5% which is taken upfront

The maximum amount (i.e eligible amount) you can get is 50% of your net monthly salary subject to N500,000.00 disbursement cap.

• If you apply using a phone number that is not linked to your account
• If there is no evidence that you received a salary in the previous months
• If you have any outstanding loan(s) in Fidelity bank or other banks
• If you have an existing loan and the monthly repayment is higher than your eligible amount.

Once your long request is successful, your Fidelity bank account is credited instantly.

No, it does not. If your salary is processed via any of these third parties -Remita, Tenece, or veripay you can also apply for a payday loan. Please note that you need to open a Fidelity bank account for the loan to be disbursed into this new account.

The loan amount will mature into your account so, leave your account fully funded or it will be deducted at source from your next salary payment- for those that get paid via third parties.

You will need to visit the nearest Fidelity bank branch to obtain a debit card and submit the necessary documentation for the new account. Once this is done, you can dial the USSD code *770*08# to apply.

It is a digital loan targeted at salary earners who meets the Bank’s eligibility criteria.

It has a tenor of 12 months

Customers are at liberty to pay off their facility at their convenience

You can liquidate by dialing the USSD code *770*08# and select option 3 -pay loan.

You can get Up to 40% of net Annual salary subject to a maximum of N5m

The interest rate is 2.25% per month or 27% per annum and Management Fee of 1%.

Request is made by dialing the USSD code *770*08# and select option 1- Apply for loan.

This is a revolving credit facility issued for usage by the customer who may then use it to pay for goods and services with a commitment to pay back.

Kindly visit any Fidelity bank branch with any Valid means of Identification, utility bill, and pay slip(for salaried customers).

Yes you are.

Credit card is for everyone. Regardless of your financial status, you can get a credit card

Credit card is a convenient facility that can come in handy at times of emergency. You only pay when you utilize the funds.

This can be based on your annual gross salary or collateral.

No, you only pay interest on the amount utilized not the credit limit

You can get both a Naira credit card and a Dollar credit card

This is 2.5% on POS/WEB and 3.5% on ATM balances

As a salary earner, you can access any of our credit card variants with a maximum limit of 10% of your gross annual salary.

We offer various loan products like Working Capital Loans and Asset Finance Loans, Healthcare Finance, School Financing and Overdrafts.

A business entity can borrow up to N20,000,000 uncollateralized depending on eligibility for a tenor of up to 6 Months. You can also get up to N720,000,000 for 36 months with collateral.

To get a business loan, you can approach any of our branches and our relationship managers will assist you with the application process. You will need to submit the necessary documents and meet the eligibility criteria to qualify for the loan.

It is dependent on the loan facility as every loan has its own risk asset acceptance criteria.

All legal sectors of the economy are eligible to access and enjoy the loans.

Every SME is required to have or open an account with Fidelity Bank before applying for a loan facility. However, loans can be processed using other bank statements for first time customers.

When you tell us that you aim to work towards providing better healthcare, we want to make sure that it’s possible. And that’s why our loans are designed to further your ambition. Whether it’s about building better emergency care units or investing in specialized equipment, we’re here to help. Visit SME Loans And Advances – Fidelity Bank Plc | Flexible & Low-cost finance for more details.

Fidelity Bank offers you school finance to take your school to the next level and it is payable in termly installments. Visit SME Loans And Advances – Fidelity Bank Plc | Flexible & Low-cost finance for more details.

7-10 working days for the loan application to be processed once all relevant documents are collected.

You can choose a tenor ranging from 3 to 36 months depending on your preference and the loan sanction conditions.

Fidelity Bank offers unsecured business loans without any collateral, guarantor, or security, to fulfill your business needs. Terms and conditions apply.

Once a loan is approved, the amount shall be disbursed in your bank account within 2 working days.

You may enquire about loan cancellation by sending an email to [email protected]

You will receive a welcome kit on your E-mail ID consisting of your repayment schedule and a copy of the loan agreement within 7 days of loan disbursal.

Moratorium on facilities is allowed, however, it depends on the business justification and transaction dynamics.

Yes. The customer is expected to avail 30% equity contribution if applying for Asset finance.

Yes, if the business cash flow can accommodate all exposures.

For Further Enquiries Please Contact [email protected]

Kids and Teens

0 – 17yrs

No, the parents/guardians who are signatory to the account are to operate the account on behalf of their kids/teens.

Yes, ATM can be issued on the account at age 15 – 17rs.

The Fidelity Sweet Account offers myriad of benefits to the holders. And such benefits are:

• N150,000 “School Fees Support”
• Birthday Gift pack
• Annual Children Day Celebration e.t.c

Yes, interest is paid on the account every month.

All you need to do is to open a Fidelity Sweet Account and keep running it to enjoy the loyalty benefits. This is aimed to encourage customers to save for the future education of their children while enjoying the loyalty benefit.

It is expected that all the SWEETA holders will benefit the ‘N150,000 “school fees support” though in turn.

You can open the account through any of our digital channels or visit the nearest branch.

All you need to open the account are:

• Dulycompleted Account opening form
• 1clear Passport Photograph (both kids/parents)
• Birthcertificate from National Population Commission (NPC)        
• OR Baptismal certificate OR Registration of birthfrom Hospital
• ValidID of the parents or Guardian
• A recent utilitybill for proof of address 

Yes, interest is not applicable if a customer makes more than four (4) withdrawals in a month.

The target market is Undergraduates, Corp members, and Youths

Yes, but he/she must present a letter of admission/Letter from the Dean of the Student Affairs/NYSC Call up Letter.

Interest is earned monthly on a regular basis (not applicable if the customer makes more than four (4) withdrawals in a month.

Yes, a debit card of the signatory’s choice can be issued.

The Fidelity Flex Account offers a myriad of benefits to the holders. And such benefits are;

• Free invitation to our quarterly membership program
• Cheques and dividend warrant lodgment
• Draft issuance  
• Ease access to Internet banking services
• No monthly maintenance fees

Yes, interest is not applicable if the customer makes more than four (4) withdrawals in a month.

You can open the account through any of our digital channels or visit the nearest branch.

All you need to open the account are:

• 1 passport photograph
• School/NYSC ID
• Reference letter from department/faculty/school/NYSC call-up letter

The target market is Middle class, Self-employed, Shop owners etc..

18yrs & above

Open with any amount

The Operating balance for FPSS IS N2,000

Yes, an ATM can be issued on the account of any choice.

It offers a quarterly loyalty cash reward of N500,000 “Extra Income.” to customers though in turn.

Yes, Allows third-party withdrawal

Yes, interest is paid on the account every month.

Yes, interest is not applicable if the customer makes more than four (4) withdrawals in a month.

All you need to do is to open a Fidelity Personal Savings Scheme Account and keep running it to enjoy the loyalty benefits. This is aimed to encourage customers to save for the future.

It is expected that all the FPSS holders will benefit from the ‘N500,000 “Extra Income support” though in turn.

You can open an account through any of our digital channels or visit the nearest branch.

All you need to open the account are:

Individual: – Non-Checking

• 1 passport photograph
• Valid mean of ID (Nat’l ID card, Int’l Passport, Driver’s license or Voters card)

Individual: -Checking

• 1 passport photograph
• Valid mean of ID (Nat’l ID card, Int’l Passport, Driver’s license or Voters card)
• Utility Bill
• 1 Reference

Corporate Entities:

• 1 passport photograph
• Valid mean of ID (Nat’l ID card, Int’l Passport, Driver’s license or Voters card)

The Target Market are Rate sensitive savers, Skill Professionals, traders, small business owners, schools, churches etc..

18yrs & above

Open with any amount

Operating balance of N5,000

Yes, an ATM can be issued on the account of any choice.

Earn Regular Monthly Interest (not applicable if customer makes more than 3 withdrawals in a month)

Yes, interest is paid on the account every month.

Yes, the HYSA offers a premium rate, and its higher than the regular savings interest rate.

All you need to open the account are:

Individual:

• 1 passport photograph
• Valid means of ID (Nat’l ID card, Int’l Passport, Driver’s license or Voters card)
• Utility Bill
• 2 complete references

Yes

Yes, it allows the deposit of cheques/dividend warrants but it does not go through the clearing process.

The target market is Individuals of 18 years and above (survivors, artisans, and low-income earners)

Individuals of 18 years and above.

Yes, an ATM can be issued on the account.

The Fidelity Savings Account offers a myriad of benefits to the holders. And such benefits are:

• Draft issuance
• Easy access to Internet banking services
• Issuance of ATM cards and other e-bank channels e.t.c

Yes, interest is paid on the account every month.

Yes, interest will not be paid to customers who make more than 4 withdrawals in a month.

You can open the account through any of our digital channels or visit the nearest branch.

All you need to open the account are:

• Dulycompleted Account opening form
• 1clear Passport Photograph
• Validmeans of identification
• A recent utilitybill for proof of address. 

Some of the features of the account are:

• It can be opened with any amount.
• Minimum operating balance of N1,000.
• No third-party withdrawal.
• It allows issuance of draft.

Yes, there is access to free Internet banking

The target market are Petty traders, low-income earners, the unbanked e.t.c

Individuals of 18 years and above.

Yes, an ATM can be issued on the account.

The Fidelity Easi-Save Account offers a myriad of benefits to the holders. And such benefits are:

• Close relationship management
• Free access to Internet banking
• Issuance of ATM card for ATM & POS transactions e.t.c

Yes, interest is paid on the account every month.

Yes, interest will not be paid to customers who make more than 4 withdrawals in a month.

You can open an account through any of our digital channels or visit the nearest branch.

All you need to open the account are:

• Dulycompleted Account opening form
• 1clear Passport Photograph
• Validmeans of identification
• A recent utilitybill for proof of address. 

Some of the features of the account are:

• It can be opened with any amount.
• Minimum operating balance of N1,000.
• No third-party withdrawal.
• Account can be opened with only one passport photograph. 

Yes, there is access to free Internet banking