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Questions, answered plainly.

Short answers to the things people actually ask. Where something is not built yet, this page says so rather than working around it.

What freezing actually does

Freezing stops money leaving your account. No transfers, no bill payments, no withdrawals. It does not delete anything and it does not close your account.

To freeze you need two things: an identifier (your WhatsApp number, or the email you linked) and your PIN. That is all. No BVN, no SIM card, no support ticket, no waiting for office hours.

To unfreeze you need three things: the same identifier, your BVN, and your PIN.

You can do both from WhatsApp, or from the freeze portal on this website — which exists so that losing your phone does not also mean losing the ability to protect your account.

Freeze or unfreeze an accountHow security works

Freeze

  • WhatsApp number or linked email
  • Your PIN

Unfreeze

  • The same identifier
  • Your BVN
  • Your PIN

VeriPay will never ask for your PIN or BVN by phone call, SMS or direct message. Only enter them in WhatsApp or on this website.

Recovering an account you cannot reach

If you have lost access to the account entirely, you can ask for it to be recovered. Recovery is deliberately not automatic.

You will be asked two things. First, a quiz about your own transaction history — questions only the real account holder would be able to answer. Second, a photo of a government-issued ID.

A member of VeriPay staff then reviews both before the account is restored. Because a person reviews it, it is not instant, and submitting a request is not the same as being approved.

  1. You request recovery

    Start the request from WhatsApp.

  2. Transaction-history quiz

    Questions about your own past activity that only you should be able to answer.

  3. Government ID photo

    A photo of a government-issued identity document.

  4. Staff review

    A person checks the quiz result and the document, then approves or rejects the request.

Everything else

Do I need to install an app to use VeriPay?
No. VeriPay runs inside WhatsApp, which most people in Nigeria already have. A VeriPay mobile app is in development but is not available yet.
What do I need to freeze my account?
An identifier and your PIN. The identifier is either your WhatsApp number or the email address you linked to the account. You do not need your BVN to freeze, and you do not need the SIM card from your phone.
What do I need to unfreeze my account?
The same identifier you froze with, plus your BVN, plus your PIN. Unfreezing asks for more than freezing on purpose: stopping your account should be quick, and restarting it should not be.
Can I freeze my account if my phone has been stolen?
Yes, provided you linked an email address to your account. The freeze is designed not to depend on the SIM in your phone, so you can freeze from any device using the freeze portal on this website. If you never linked an email, you will need your WhatsApp number.
What happens if I lose access to my account completely?
You can request account recovery. It involves a quiz about your own transaction history and a photo of a government-issued ID. A member of staff reviews both before the account is restored. It is not automatic and it is not instant.
What happens when a transfer fails?
The money returns to your VeriPay balance automatically. You do not need to file a dispute for a failed transfer.
One recipient in a bulk transfer failed. What happens to the rest?
The rest still go through. Each recipient in a batch is processed independently, so one failure does not block the others, and the failed amount goes back to your balance.
How do I know a VeriPay receipt is genuine?
Every receipt carries a public verification link. Anyone can open that link and confirm the payment is real, without needing a VeriPay account.
Can I check whether an account or number is a scam?
Yes, and you do not need a VeriPay account to do it. You can check whether a bank account, phone number or link has been reported by the community. A community report is a reason to be careful rather than proof, and VeriPay will never tell you something is definitely safe.
What languages does VeriPay understand?
English, Nigerian Pidgin, Hausa, Yoruba and Igbo, typed or sent as a voice note.
What does it cost to send money?
VeriPay shows you the exact fee for a transfer or bill payment before you enter your PIN, every time. Nothing is deducted before you have seen the number.
If I link my account with a family member, what can they see?
Only that something happened — for example, that the account was frozen. They never see your balance, your transactions or who you paid. Both people have to accept the link, and either one can remove it alone at any time.
Can I delete my account?
Yes. Deletion has a 30-day recovery window, after which it becomes permanent and cannot be undone.

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