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Frequently Asked Questions

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How do I open a Fidelity bank account?

Please click on the link https://www.fidelitybank.ng/open-account/ to start banking with us or walk into the nearest fidelity branch to open an account.

What are the account Tier types available in the bank?

The account tiers are:

  • Tier 1
  • Tier 2
  • Tier 3
What is the maximum cumulative balance for a Tier 1 account?

The Maximum cumulative balance is N300,000

  • If your balance exceeds this amount you will need to upgrade your account to a Tier 2 or Tier 3 savings account.
What is the maximum single deposit for a Tier 1 account?

The Maximum single deposit is N50,000

What are the documents I need to be able to open a Tier 1?

You will need to provide the following:

  • Duly completed account opening form
  • 1 clear passport photograph
  • Data protection
What is the maximum cumulative balance for a Tier 2 account?

The Maximum cumulative balance is N500,000

  • If your balance exceeds this amount you will need to upgrade your account to a Tier 3 savings account.
What is the maximum single deposit for a Tier 2 account?

The Maximum single deposit is N100,000

What are the documents I need to be able to upgrade my account to a Tier 2?

You will need to provide the following:

  • Duly completed account opening form
  • 1 clear passport photograph
  • Data protection
  • Valid ID
  • BVN
What is the maximum cumulative balance for a Tier 3 account?

This account is unlimited

What is the maximum single deposit for a Tier 3 account?

This account is unlimited

What are the documents I need to be able to upgrade my account to a Tier 3?

You will need to provide the following:

  • Duly completed account opening form
  • 1 clear passport photograph
  • Data protection
  • Valid ID
  • BVN
  • Utility Bill
How do I upgrade my account?

Visit Internet banking at www.fidelitybank.ng to upgrade your account. Alternatively, you can download and fill out the request form and forward it to [email protected]

What benefits would I get if I upgrade my account to a Tier 3 account?

You’ll be able to enjoy the full benefits of a Tier 3 account with:

  • No limits to transfers
  • No single deposit limits, and
  • No total savings limit.
What is the Fidelity SME Online Account Opening Portal (SME OAOP)?

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

Does my business have to be registered before I can open a business account through the Fidelity SME Online Account Opening Portal?

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

What happens after an account number is generated through this portal?

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.

What are the prerequisite documents necessary for opening a corporate account on the portal?

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)

What kind of Corporate Accounts can be opened on the Fidelity SME Online Account Opening Portal?

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)
Can the Fidelity SME Online Account Opening Portal create account for Unregistered Businesses?

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

What is the Referral Code?

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

Can Deposits be Made Instantly into Created Accounts Before Regularization?

Yes, successfully created accounts can receive deposits before regularization.

How many minutes will it take for an account number to be generated on the Fidelity SME Online Account Opening Portal?

Instantly. The account number will be generated immediately

How will a Customer know that an account has been successfully created?

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.

What is the next step after account number is successfully generated?

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

What is The Maximum Amount I Can Withdraw From An ATM In 24 hours?

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

When I try to do a transaction and get an error message “Insufficient funds”.

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.

Why did my ATM Card get stuck in the ATM Machine?

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.

My ATM Card Got Stuck in the ATM Machine?

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.

My ATM Card Got Stuck in Another Bank’s ATM Machine?

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.

Which transactions can I perform via ATM?

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

How do I sign-up on the instant banking platform?
  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
What is the daily maximum transaction limit on the platform?

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.

What are the transactions that can be carried out on the instant banking platform?
  • 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)
What are the Instant banking (USSD) codes that will help me transact fast and easy?

UNLOCK EASY BANKING WITH *770#

 

Get started with your Fidelity account.

SHORT CODES

Open an account.

*770*01#

Account number and BVN details

*770*5#

Account officer’s details

*770*03#

Enroll for USSD via referral.

*770*ReferralPhoneNumber#

Update KYC Information (Email, BVN)

*770*02#

 

 

Transact with your mobile.

 

Access the instant banking menu.

*770*1#

Buy Airtime

*770*PhoneNumber*Amount#

Transfer funds

*770*DestinationAccount*Amount#

Transfer funds with narration

*770*DestinationAccount*Amount*1#

Pay Bills

*770*Billercode*Amount#

Make Remita payments.

*770*RRR#

Dial 4cash or cash out

*770*8*Amount#

Opt out of alert subscription

*770*2#

Check your balance

*770*0#

Card reissuance lien removal

*770*6#

 

 

In cases of emergency

 

Change PIN

*770*00#

Block Card

*770*911#

Block/ Freeze account

*770*PhoneNumber#

Fast loan

*770*08#

What happens if I get blocked or enter an incorrect account number up to 10 times on enrollment or enter an incorrect PIN up to 5 times.

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

What happens if I am prompted with an error message immediately after dialing the code?

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.

What is the Fidelity SME Online Account Opening Portal (SME OAOP)?

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

Does my business have to be registered before I can open a business account through the Fidelity SME Online Account Opening Portal?

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

What happens after an account number is generated through this portal?

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.

What are the prerequisite documents necessary for opening a corporate account on the portal?

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)

What kind of Corporate Accounts can be opened on the Fidelity SME Online Account Opening Portal?

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)
Can the Fidelity SME Online Account Opening Portal create account for Unregistered Businesses?

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

What is the Referral Code?

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

Can Deposits be Made Instantly into Created Accounts Before Regularization?

Yes, successfully created accounts can receive deposits before regularization.

How many minutes will it take for an account number to be generated on the Fidelity SME Online Account Opening Portal?

Instantly. The account number will be generated immediately

How will a Customer know that an account has been successfully created?

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.

What is the next step after account number is successfully generated?

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

What happens when I enter incorrect details?

Confirm that the token response entered is correct.

What do I do when my token is out of sync and needs to be synchronized?

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.

What if I do not have any secret questions on the profile?

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

What do I do when there is delay in sending OTP, especially when a Telco is experiencing network issues?

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

App is not updated /customer is inputting wrong details.

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

The customer has two usernames on Online banking.

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

Customer is entering an incorrect pin

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

OTP is only sent to profile without token on entrust.

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

Customer is inputting the wrong password/username

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

Customer used the wrong password 5times and has been locked on online Banking.

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

The answers to the secret question provided is invalid/does not exist

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.

Customer used the wrong token response when attempting a transaction.

Branch CSO should unlock Customer on entrust.

I was entering an incorrect PIN and I have exceeded the PIN tries?

Please login to online banking and reset PIN.

I am not active on online banking.

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

How can I access the corporate online banking platform?
What are the security measures in place to protect my company's financial information?

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.

Can I set up multiple user accounts with different access levels for my employees?

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

How do I transfer funds between my company's accounts or to external accounts?

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

Is it possible to initiate and manage international wire transfers through the online platform?

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.

Can I view and download account statements and transaction history for my company's accounts?

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.

Are there any transaction limits or restrictions on the corporate online banking platform?

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)

Can I integrate the online banking platform with my company's accounting software?

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

What kind of customer support is available if I encounter any issues while using the corporate online banking platform?

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. 

Is the corporate online banking platform compatible with different devices and operating systems?

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.

Is there a mobile banking app available for the corporate online banking platform available via the web and mobile app?

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. 

Can I set up and receive alerts for account activities and notifications?

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

Can I authorize multiple users to approve and authorize transactions on behalf of my company?

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

How long does it take for funds transfers to be processed and reflected in the recipient's account?

Transfers are instant via the NIP option.

What additional services are available through the corporate online banking platform.

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

Is there a feature to initiate and manage bulk payments, such as for payroll or vendor payments?

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

What are the fees associated with corporate online banking?

N1-N5000: N10 

N5001-N50,000: N25

N50,000 Above: N50

A VAT of 7.5% is also added.

How do I log in to my corporate online banking account for the first time?

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.

What should I do if I forget my 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. 

How do I add a user to my corporate online banking account?

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

What are the instant debit cards issued at the branch?
  • Visa Debit Card
  • Mastercard USD Debit Card
  • Verve Debit Card
What issuance and maintenance fees are charged to my card?

1) Naira Card-issuance = 1,075 VAT incl.

Maintenance fees = N53.75 VAT incl. quarterly

 

2) Dollar Card-issuance = N1,075 VAT incl. (the customer’s naira account is debited)

Maintenance Fees = $10 annually

My card is blocked, what can I do?

Please request a PIN reset in the nearest Fidelity branch

How can I block my card in the event of card fraud?

Simply dial *770*991# or call Trueserve

What are the transaction limits on the Fidelity Naira Payment Cards?

ATM withdrawals: 8 times daily with a cumulative transaction limit of ₦150,000 or its equivalent in any currency if the transaction is done abroad.

 

POS/ Web: 15 times daily with a cumulative spend limit of ₦1,000,000 or its equivalent in any currency if the transaction is done abroad or on international websites

What are the transaction limits for international transactions on my individual naira card?

Individual Naira Cards are not permitted for international transactions across all channels as mandated by CBN 

What are the transaction limits for international transactions on my individual dollar card?

For Dollar Cards- $5,000 (ATM Withdrawals $1,000, POS/WEB $5,000). There is a 2% charge on dollar-to-dollar transactions and 3% for dollar to other currencies. Charges on Dollar Cards are subject to charges from the ATM Owner.

What are the transaction limits for international transactions on my corporate naira card?

Corporate Naira Cards are not permitted for international transactions across all channels as mandated by CBN 

What is a Visa Signature card?

The visa signature card is designed for High Net Worth individuals, this card enriches their lifestyle and provides them with exceptional spending power, a high level of rewards, and priority customer service.

What are the features of visa signature card?
  • Cards are EMV certified chip and PIN cards
  • 3-year validity
  • Denominated in Naira and Dollar
  • One-Time-Password (OTP) security for online transactions
  • Local ATM transaction limit of N150,000
  • Local POS transaction limit of N3,000,000
  • International transaction limit of $100 of its equivalent
How do I request the visa signature card?

Card issuance remains N1,000+75vat for this product. This can be requested on the card portal, upon authorization the card will be primed and delivered to the branch within 48 hours.

What is card control?

Card control is a self-service solution that enables our customers to set personalized parameters on their cards such as daily limits, card enablement for international use, and channels to use the card. It is integrated into our Online Banking solution to enable our customers to access it within a secure environment leveraging on the existing security features already implemented on our Online Banking platform.

What is Virtual card?

A virtual card is a secure and flexible alternative to physical payment cards, the virtual card can be used to shop online (locally and internationally), pay bills and subscriptions etc.

What is the cost of a Virtual card?

Free

How can I get a virtual card?

Virtual cards can be generated via Mobile or the Web. No need for a branch visit.

Who can get a Virtual card?

Existing and new customers.

What is the transaction limit on my Virtual card?

N200,000 daily

Does the virtual card work internationally, What is the international transaction limit?

$100 monthly

What I Dynamic Currency Conversion?

This is a Dynamic Currency Conversion (DCC) transaction meaning that the transaction conversion was done at the merchant’s end. Typically, with these transactions, the bank incurs some losses as the amount the cardholder is debited is less than the amount that is sent for settlement by the card scheme which is usually in dollars instead of Naira. Consequently, the system automatically applies a markup.

 

PRODUCT

MARK – UP

MASTERCARD NGN/USD

35% of the transaction amount

VISA NGN

35% of the transaction amount

 

We advise cardholders to constantly request merchants to send their payments in the local currency of the transaction country.

What is Payday Loan?

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

When is the loan due for repayment?

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

Can I Pre-liquidate my loan?

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

How do I request for the loan?

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

What is the tenor for the Payday loan?

30 days or your next salary payment.

What are the rates/fee for Payday loan?

The fee is 5% which is taken upfront

How much can I get with Payday loan?

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

What can affect my eligibility?
  • 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.
How long does it take to get a loan?

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

Does my salary account have to be in Fidelity Bank before I can apply for a Payday loan?

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.

How do I repay the Payday loan?

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.

A new Fidelity Bank account has been opened for me. How do I get the funds?

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.

What is Digital Personal loan?

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

What is the tenor for the Digital Personal loan?

It has a tenor of 12 months

Can I pre-liquidate my Digital Personal loan?

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

How can I liquidate my Digital Personal Loan?

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

How much can I get with Digital Personal Loan?

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

What are the rates/fee for the Digital Personal Loan?

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

How do I request for a digital personal loan?

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

What is a Credit Card?

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.

How can I get a credit card?

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

Am I eligible to get a credit card?

Yes you are.

Credit card is for the elites

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

Why should I 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.

How do I know my credit limit?

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

Do I pay interest on the credit limit?

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

Is the credit card in Naira?

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

What is the interest rate?

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

I have a salary account with Fidelity Bank. Can I get a Credit Card?

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

What type of loans does Fidelity bank offer?

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.

What is the process of getting a business loan from your bank?

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.

How will I know my eligibility criteria when requesting for a loan?

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

What Business Sector Qualifies to Enjoy These SME Loans?

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

Can I be availed a business loan if I am not a customer of Fidelity Bank?

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.

What is Healthcare Finance?

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.

What is School financing?

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.

How long does it take for the loan application to be processed?

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

What are the tenor options available for business loan?

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

Do I need to pledge property or machinery to get a business loan?

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

In how much time will the money be credited to my account?

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

I no longer require the loan, which I applied for. How do I cancel my loan application?

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

How will I get to know my complete loan details?

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.

Can SMEs Enjoy Moratorium on Facilities?

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

Will An Applicant Be Required to Make an Equity Contribution When Applying For A Loan?

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

Can An Entrepreneur Have More Than One Loan Facility Running Simultaneously?

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

For Further Enquiries Please Contact [email protected]

What is the target market for the Fidelity Sweet Account?

Kids and Teens

What age brackets are eligible for the Fidelity Sweet Account?

0 – 17yrs

Can Kids/Teens operate the accounts on their own?

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

Is the account eligible for ATM Card?

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

What value propositions does Fidelity Sweet Account “SWEETA” offer?

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
Does Fidelity Sweet Account offer interest to customers?

Yes, interest is paid on the account every month.

How do I get to benefit from the N150,000 “school fees support”?

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.

Is it compulsory that one must benefit from the loyalty reward once he/she opens an account?

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

How can I open the Fidelity SWEET account?

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

What documents do I need to open the Fidelity Sweet account?

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 
Is there a limit to the number of withdrawals to earn interest on the account?

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

What is the target market for the Fidelity Flex Account?

The target market is Undergraduates, Corp members, and Youths

Can someone who is below 18 years open a Flex account?

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

How is interest earned on the Fidelity Flex Account?

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

Is the account eligible for ATM Card?

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

What value propositions does Fidelity Flex Account offer?

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
Is there a limit on withdrawals for interest to be paid on the Fidelity Flex Account?

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

How can I open the Fidelity Flex account?

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

What documents do I need to open the Fidelity Flex account?

All you need to open the account are:

  • 1 passport photograph
  • School/NYSC ID
  • Reference letter from department/faculty/school/NYSC call-up letter
What is the target market for the Fidelity Personal Savings Scheme (FPSS)?

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

What age brackets are eligible for Fidelity Personal Savings Scheme?

18yrs & above

What is the minimum amount for opening Fidelity Personal Savings Scheme?

Open with any amount

What is the operating Balance for Fidelity Personal Savings Scheme?

The Operating balance for FPSS IS N2,000

Is the account eligible for ATM Card?

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

What value propositions does the opening of the Fidelity Personal Savings Scheme offer?

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

Does opening Fidelity Personal Savings Scheme allow third parties withdrawal?

Yes, Allows third-party withdrawal

Does Fidelity Personal Savings Scheme offer interest to customers?

Yes, interest is paid on the account every month.

Is there a limit for withdrawal for interest to be paid?

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

How do I get to benefit from the N500,000 “Extra Income”?

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.

Is it compulsory that one must benefit from the loyalty reward once he/she opens an account?

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

How can I open the Fidelity Personal Savings Scheme account?

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

What documents do I need to open the Fidelity Personal Savings Scheme account?

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)
What is the target market for the Fidelity High Yield Savings Account?

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

What age brackets are eligible for the Fidelity High Yield Savings Account?

18yrs & above

What is the minimum amount for opening Fidelity High Yield Savings Account?

Open with any amount

What is the operating Balance for Fidelity High Yield Savings Account?

Operating balance of N5,000

Is the account eligible for ATM Card?

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

What value propositions does Fidelity High Yield Savings Account Offer?

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

Does for Fidelity High Yield Savings Account? offer interest to customers?

Yes, interest is paid on the account every month.

Does the interest rate on HYSA higher than the regular savings interest rate?

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

What documents do I need to open the Fidelity High Yield Savings Account?

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
Is there access to Internet banking?

Yes

Does Fidelity Yield Savings Account allow deposit of cheques/dividend warrants?

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

What is the target market for the Fidelity Savings Account?

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

What age brackets are eligible for the Fidelity Savings Account?

Individuals of 18 years and above.

Is the account eligible for ATM Card?

Yes, an ATM can be issued on the account.

What value propositions does Fidelity Savings Account offer?

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
Does Fidelity Savings Account offer interest to customers?

Yes, interest is paid on the account every month.

Is there a limit to withdrawal for interest to be paid?

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

How can I open the Fidelity Savings account?

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

What documents do I need to open the Fidelity Savings account?

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. 
What are some of the features of the Fidelity Savings Account?

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.
Is there access to Internet banking on the Fidelity Savings Account?

Yes, there is access to free Internet banking

What is the target market for the Fidelity Easi- Save Account?

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

What age brackets are eligible for the Fidelity Easi-Save Account?

Individuals of 18 years and above.

Is the account eligible for ATM Card?

Yes, an ATM can be issued on the account.

What value propositions does Fidelity Easi-save Account offer?

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
Does Fidelity Easi-Save Account offer interest to customers?

Yes, interest is paid on the account every month.

Is there a limit to withdrawal for interest to be paid?

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

How can I open the Fidelity Easi-Save account?

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

What documents do I need to open the Fidelity Easi-Save account?

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. 
What are some of the features of the Fidelity Easi-Save Account?

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. 
Is there access to Internet banking on the Fidelity Easi-Save Account?

Yes, there is access to free Internet banking

What is a virtual account?

A virtual account (also known as PayWithTransfer) is a digital bank account that is created and managed entirely online, without needing to visit a physical bank branch. It’s used for electronic transactions such as payments, transfers, and bill payments. This is often used by businesses to manage their cash flow and separate funds for specific purposes.

How do virtual accounts work?

Virtual accounts work by using a unique identifier or code that is assigned to each customer or transaction. This identifier is used to track and manage the transactions associated with the Account.

What are the benefits of virtual accounts?

Virtual accounts offer several benefits, including improved transaction tracking and managementreduced transaction costsincreased security, and greater flexibility in payment processing.

How do I open a Fidelity Virtual Account as a Merchant?

The merchant must be an account holder in Fidelity Bank and to get started click on the link below. In general, you will need to provide personal or business information and create a unique identifier or code for the account. 

What is the documentation needed?

Completed Virtual Account form only, CLICK HERE TO GET STARTED

Do I need to visit a Fidelity Bank Branch to set up?

No, you can get started remotely. CLICK HERE

Any charges and does it attract a minimum balance?

No additional charges

What is the Turn-Around Time for Instant Settlement?

Settlement is instant

How can payments be confirmed or validated?

reporting dashboard is availed to merchant online real-time to confirm the status of payment. Also via emails and instant SMS payment notification.

Is there a transaction limit for payments through Virtual Account?

No, there is no limit. The only limit is one imposed by the Merchant.

What industries use virtual accounts?

Virtual accounts are used in a wide range of industries, including e-commerce, retail, and healthcare examples are hotels, airlines, Eateries & Restaurants, Petrol Stations.

Can Virtual Accounts be used for international transactions?

Yes, virtual accounts can be used for international transactions, although the specific requirements and restrictions may vary depending on the Merchant request.

What is the difference between a virtual account and a traditional bank account?

The main difference between a virtual account and a traditional bank account is that a virtual account is entirely digital. Additionally, virtual accounts often offer more flexibility and lower transaction costs than traditional bank accounts.

Are virtual accounts secure?

Yes, virtual accounts are generally secure, although it is important to follow best practices for online security, such as using strong passwords and enabling two-factor authentication.

Can virtual accounts be used for recurring payments?

Yes, virtual accounts can be used for recurring payments, such as subscription services or regular bill payments.

How many types of Fidelity Virtual Accounts exist?
  • Static Virtual Account
  • Dynamic virtual account.
What is a Static Virtual account?

A static virtual account is a type of virtual account that has a fixed or permanent account number that remains the same for every transaction. This means that whenever a payment or transfer is made to the account, the same account number is used every time.

What is a Dynamic Virtual account?

A dynamic virtual account is a type of virtual account that generates a unique account number for each transaction for a payment to be made within a certain duration. This means that whenever a payment or transfer is made to the account, a different account number is generated each time. 

What is Fidelity Diaspora Banking?

Fidelity Diaspora banking is designed to make financial solutions in Fidelity bank available to Nigerians who reside abroad in a convenient manner.

Who is eligible to operate a Diaspora account?

Nigerians who reside outside Nigeria

What are the Products and Services available for Diaspora customers?
  • Individual and Corporate Naira and Domiciliary accounts
  • Available in Naira (Current and Savings) and Domiciliary Current (Dollars, Pound Sterling, and Euro)
  • Cards (Prepaid, Debit, Credit and Virtual Cards)
  • Investment Advisory
  • E-banking services- Internet and Mobile Banking, Email and SMS alerts
  • Mortgage
  • Account Update, Reactivation, and upgrade
  • For further information on these offers, please mail: [email protected] or call: +234-1-2701936
What are the requirements to open diaspora account?

 Individual

 

1.     Duly completed account opening forms

2.     Bank Verification Number (BVN)

3.     One recent passport

4.     Photograph

5.     Proof of address – Attested foreign Utility bill E.g., water, power, gas, or heating bill, rent, account statement etc. not more than three months old

6.     Proof of Identification– Nigerian statutory IDs (Nigerian International Passport, Driver’s Licence, Voter’s Card, or National Identity Card) or Attested Foreign ID card issued by government of country of residence.

7.     Two references from current account holders in any Nigerian bank (for current and domiciliary accounts)

 

Corporate

 

1.     Duly completed account opening forms

2.     All Corporate Affairs Commission (CAC) registration documents

3.     Board resolution signed by either the chairman and the secretary or two directors

4.     Nigerian utility bill with company address not more than three months old.

5.     Recent utility bill(s) of signatory(s) (bill should be notarized for foreign address)

6.     Passport photo of signatory(s).

7.     Valid ID card of all signatories and directors.

8.     BVN of all signatories and directors

9.     Two references from corporate account holders in any Nigerian bank.

10.  TIN (Tax Identification Number)

How do I open Diaspora account?
I already have an account in fidelity bank before relocating abroad. Can I migrate the account to a Diaspora account?

Yes, by completing and scanning the necessary forms with your current information and supported with a valid ID card and notarized recent utility bill of your foreign address to [email protected]

Will my account number change after migrating my existing account to a diaspora account?

No, your account number remains the same.

How do I fund my diaspora accounts from abroad?
  • Transfer directly from your bank abroad via wire transfers using our offshore bank details.
  • Transfer from money transfer operators (e.g., WorldRemit, Small World, Remitly, Thunes, RIA etc)
  • Cash and Cheque deposits
  • Fund transfer from any bank in Nigeria.
How do I withdraw from my Diaspora accounts from abroad?
  • By using electronic channels- Mobile and Internet banking
  • Use of Cards
  • Through Cheques
Why am I being asked for a Nigerian supporting address to open a diaspora account?

This requirement is in line with the CBN directives on ‘Know Your Customer’

Can I add a signatory to my account?

Yes, there is the option of a joint nominee signatory.

How do I get my debit card?

Based on your instruction, it is sent to your specified address by courier. Alternatively, you may authorize a proxy to pick it up.

Can I pay a beneficiary without a bank account?

Yes, simply send an instruction to [email protected] . The beneficiary can collect funds from any of our branches nationwide upon proper identification.

How do I update/ reactive my diaspora account?

By completing and scanning the necessary forms with your current information and supported with a valid ID card and notarized recent utility bill of your foreign address to [email protected]

How can I register for BVN abroad?

Information on BVN centers abroad can be found on NIBSS website.

https://nibss-plc.com.ng/services/bvn_enrollment_centers or contact [email protected]

Diaspora Banking contact details?
How do I open an SME bank account with your bank?

To open an SME bank account, visit https://digital.fidelitybank.ng/accountopening/#/ to open an account, or you can visit any of our branches and our relationship managers will assist you with the account opening process.

What types of Accounts do you have for businesses?

For registered and unregistered businesses, Please visit Low Cost SME Current Account – Fidelity Bank Plc to select an account that suits your business need.

How Long Does It Take Before My Account Becomes Inactive?

Current accounts become dormant after 6 months of inactivity.

What type of loans does Fidelity bank offer?

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.

What is the process of getting a business loan from your bank?

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.

How will I know my eligibility criteria when requesting for a loan?

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

What Business Sector Qualifies to Enjoy These SME Loans?

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

Can I be availed a business loan if I am not a customer of Fidelity Bank?

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.

What is Healthcare Finance?

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.

What is School financing?

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.

How long does it take for the loan application to be processed?

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

What are the tenor options available for business loan?

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

Do I need to pledge property or machinery to get a business loan?

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

In how much time will the money be credited to my account?

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

I no longer require the loan, which I applied for. How do I cancel my loan application?

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

How will I get to know my complete loan details?

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.

Can SMEs Enjoy Moratorium on Facilities?

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

Will An Applicant Be Required to Make an Equity Contribution When Applying For A Loan?

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

Can An Entrepreneur Have More Than One Loan Facility Running Simultaneously?

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

 

For Further Enquiries Please Contact [email protected]

For any complaints or enquiries, please click here to contact Trueserve.

How do I open a Fidelity bank account?

Please click on the link https://www.fidelitybank.ng/open-account/ to start banking with us or walk into the nearest fidelity branch to open an account.

What are the account Tier types available in the bank?

The account tiers are:

  • Tier 1
  • Tier 2
  • Tier 3
What is the maximum cumulative balance for a Tier 1 account?

The Maximum cumulative balance is N300,000

  • If your balance exceeds this amount you will need to upgrade your account to a Tier 2 or Tier 3 savings account.
What is the maximum single deposit for a Tier 1 account?

The Maximum single deposit is N50,000

What are the documents I need to be able to open a Tier 1?

You will need to provide the following:

  • Duly completed account opening form
  • 1 clear passport photograph
  • Data protection
What is the maximum cumulative balance for a Tier 2 account?

The Maximum cumulative balance is N500,000

  • If your balance exceeds this amount you will need to upgrade your account to a Tier 3 savings account.
What is the maximum single deposit for a Tier 2 account?

The Maximum single deposit is N100,000

What are the documents I need to be able to upgrade my account to a Tier 2?

You will need to provide the following:

  • Duly completed account opening form
  • 1 clear passport photograph
  • Data protection
  • Valid ID
  • BVN
What is the maximum cumulative balance for a Tier 3 account?

This account is unlimited

What is the maximum single deposit for a Tier 3 account?

This account is unlimited

What are the documents I need to be able to upgrade my account to a Tier 3?

You will need to provide the following:

  • Duly completed account opening form
  • 1 clear passport photograph
  • Data protection
  • Valid ID
  • BVN
  • Utility Bill
How do I upgrade my account?

Visit Internet banking at www.fidelitybank.ng to upgrade your account. Alternatively, you can download and fill out the request form and forward it to [email protected]

What benefits would I get if I upgrade my account to a Tier 3 account?

You’ll be able to enjoy the full benefits of a Tier 3 account with:

  • No limits to transfers
  • No single deposit limits, and
  • No total savings limit.
What is The Maximum Amount I Can Withdraw From An ATM In 24 hours?

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

When I try to do a transaction and get an error message “Insufficient funds”.

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.

Why did my ATM Card get stuck in the ATM Machine?

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.

My ATM Card Got Stuck in the ATM Machine?

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.

My ATM Card Got Stuck in Another Bank’s ATM Machine?

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.

Which transactions can I perform via ATM?

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

How do I sign-up on the instant banking platform?
  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
What is the daily maximum transaction limit on the platform?

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.

What are the transactions that can be carried out on the instant banking platform?
  • 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)
What are the Instant banking (USSD) codes that will help me transact fast and easy?

UNLOCK EASY BANKING WITH *770#

 

Get started with your Fidelity account.

SHORT CODES

Open an account.

*770*01#

Account number and BVN details

*770*5#

Account officer’s details

*770*03#

Enroll for USSD via referral.

*770*ReferralPhoneNumber#

Update KYC Information (Email, BVN)

*770*02#

 

 

Transact with your mobile.

 

Access the instant banking menu.

*770*1#

Buy Airtime

*770*PhoneNumber*Amount#

Transfer funds

*770*DestinationAccount*Amount#

Transfer funds with narration

*770*DestinationAccount*Amount*1#

Pay Bills

*770*Billercode*Amount#

Make Remita payments.

*770*RRR#

Dial 4cash or cash out

*770*8*Amount#

Opt out of alert subscription

*770*2#

Check your balance

*770*0#

Card reissuance lien removal

*770*6#

 

 

In cases of emergency

 

Change PIN

*770*00#

Block Card

*770*911#

Block/ Freeze account

*770*PhoneNumber#

Fast loan

*770*08#

What happens if I get blocked or enter an incorrect account number up to 10 times on enrollment or enter an incorrect PIN up to 5 times.

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

What happens if I am prompted with an error message immediately after dialing the code?

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.

What is the Fidelity SME Online Account Opening Portal (SME OAOP)?

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

Does my business have to be registered before I can open a business account through the Fidelity SME Online Account Opening Portal?

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

What happens after an account number is generated through this portal?

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.

What are the prerequisite documents necessary for opening a corporate account on the portal?

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)

What kind of Corporate Accounts can be opened on the Fidelity SME Online Account Opening Portal?

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)
Can the Fidelity SME Online Account Opening Portal create account for Unregistered Businesses?

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

What is the Referral Code?

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

Can Deposits be Made Instantly into Created Accounts Before Regularization?

Yes, successfully created accounts can receive deposits before regularization.

How many minutes will it take for an account number to be generated on the Fidelity SME Online Account Opening Portal?

Instantly. The account number will be generated immediately

How will a Customer know that an account has been successfully created?

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.

What is the next step after account number is successfully generated?

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

What happens when I enter incorrect details?

Confirm that the token response entered is correct.

What do I do when my token is out of sync and needs to be synchronized?

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.

What if I do not have any secret questions on the profile?

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

What do I do when there is delay in sending OTP, especially when a Telco is experiencing network issues?

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

App is not updated /customer is inputting wrong details.

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

The customer has two usernames on Online banking.

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

Customer is entering an incorrect pin

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

OTP is only sent to profile without token on entrust.

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

Customer is inputting the wrong password/username

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

Customer used the wrong password 5times and has been locked on online Banking.

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

The answers to the secret question provided is invalid/does not exist

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.

Customer used the wrong token response when attempting a transaction.

Branch CSO should unlock Customer on entrust.

I was entering an incorrect PIN and I have exceeded the PIN tries?

Please login to online banking and reset PIN.

I am not active on online banking.

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

How can I access the corporate online banking platform?
What are the security measures in place to protect my company's financial information?

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.

Can I set up multiple user accounts with different access levels for my employees?

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

How do I transfer funds between my company's accounts or to external accounts?

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

Is it possible to initiate and manage international wire transfers through the online platform?

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.

Can I view and download account statements and transaction history for my company's accounts?

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.

Are there any transaction limits or restrictions on the corporate online banking platform?

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)

Can I integrate the online banking platform with my company's accounting software?

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

What kind of customer support is available if I encounter any issues while using the corporate online banking platform?

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. 

Is the corporate online banking platform compatible with different devices and operating systems?

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.

Is there a mobile banking app available for the corporate online banking platform available via the web and mobile app?

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. 

Can I set up and receive alerts for account activities and notifications?

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

Can I authorize multiple users to approve and authorize transactions on behalf of my company?

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

How long does it take for funds transfers to be processed and reflected in the recipient's account?

Transfers are instant via the NIP option.

What additional services are available through the corporate online banking platform.

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

Is there a feature to initiate and manage bulk payments, such as for payroll or vendor payments?

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

What are the fees associated with corporate online banking?

N1-N5000: N10 

N5001-N50,000: N25

N50,000 Above: N50

A VAT of 7.5% is also added.

How do I log in to my corporate online banking account for the first time?

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.

What should I do if I forget my 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. 

How do I add a user to my corporate online banking account?

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

What are the instant debit cards issued at the branch?
  • Visa Debit Card
  • Mastercard USD Debit Card
  • Verve Debit Card
What issuance and maintenance fees are charged to my card?

1) Naira Card-issuance = 1,075 VAT incl.

Maintenance fees = N53.75 VAT incl. quarterly

 

2) Dollar Card-issuance = N1,075 VAT incl. (the customer’s naira account is debited)

Maintenance Fees = $10 annually

My card is blocked, what can I do?