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Frequently Asked Questions

We are available to help you with any of your banking needs and we make every effort to ensure contacting us is as easy as possible.

Bank Accounts

Can I Open An Account While Outside The Country?

No. Your physical presence is required for all account opening.

Is It Possible To Open An Account In The Country And Operate The Account While Out Of The Country?

Yes. The account can be operated through any of our card products or internet banking solution.

Do I Need A Withdrawal Booklet To Operate A Savings Account?

No. A withdrawal slip, located in all branches is all that is required to withdraw cash at any of the branches.

How Can I Open A Salary Account?

Your company / organisation will write the bank to introduce the prospective account holder to the bank for account opening.

How Long Does It Take Before My Account Becomes Inactive?

Current accounts become dormant after 6 months of inactivity.

Can A Savings Account Become Dormant?

No. savings accounts do not go dormant.

How Long Does It Take To Open An Account With The Bank?

Accounts are opened within 24 hours upon submission of complete documentation.

Can I Update My Account Details From Any Branch?

Yes. Account update requests can be made at any of the branches.

Must I Visit My Branch To Request Any Product Or Service?

No. requests can be made from any of the bank”s branches or through our Contact Centre (Zenith Direct).

What Is The Minimum Account Opening Amount?

The minimum amount for opening a regular account is Two Hundred and Fifty Thousand Naira (₦250,000). However, the EazySave Classic and EazySave Premium Accounts require no cash down to open but have certain limitations with regard to transaction amounts and how much they may contain at any time.

How Long Does It Take For An Account To Be Transferred To Another Branch?

About 24 hours after the request has been received and duly approved.

Will My Account Number Change If I Transfer My Account To Another Branch?

No, The NUBAN account series is unique and same. The only change is the address of the new branch that will appear on your next cheque book.

Does A Savings Account Holder Get A Passbook To Run His/Her Account? If So, How?

No. A savings account holder can withdraw from his account at any of our branches by completing a withdrawal slip.

Can the same individual have more than one account with different branches?

It is possible, only if the customer has different classes of accounts. E.g. a customer can have a savings account with one branch and a current account with another branch but cannot have 2 savings accounts or 2 current accounts with 2 different branches or with the same branch.

How Does A Customer Request A Cheque Book?

The customer will need to complete a cheque book requisition slip which can be gotten from any branch of Zenith Bank plc. Otherwise, the customer can write to the bank requesting a chequebook. In both cases, the request will need to be signed according to the mandate of the account. He can also apply via the Internet Banking platform or by self-service on the Zenith Direct platform.

How Long Does It Take For The Request To Be Processed?

It takes 24 hours for Lagos branches and 48 ” 72 hours for up-country branches (branches outside Lagos).

How Many Leaves Are Contained In A Cheque Book And How Much Does It Cost?

A cheque book for an individual account may contain 20 or 50 leaves, and for a corporate account 50 or 100 leaves. 20leaves cost ₦525, 50leaves cost ₦1050 and 100leaves cost ₦2100.

Can A Cheque Book Request Be Made In One Branch And The Cheque Book Collected From Another?

Yes. The customer will need to indicate at the point of request where he would like to pick the cheque book up from and the cheque book will be delivered to that branch.

Can A Cheque Book Request Be Made Online?

Yes. There is an option for online request for users on our internet banking platform or through Zenith Direct.

Can A Third Party Collect A Customer’s Cheque Book? If So, How?

Yes, a third party can collect a cheque book on the account holder”s behalf. The account holder will need to write a letter authorizing the bearer to collect the cheque book on his behalf. The letter must be duly signed and the bearer must have a valid / acceptable means of identification.

How Does A Customer Activate A New Cheque Book Recently Collected?

The customer will need to sign the cheque book acknowledgement slip. This slip is the first page in the cheque book. The signed slip is returned to the bank (through the Customer Services unit or the accounts officer) and the cheque book will be activated.

What Does A Customer Who Has Misplaced His Cheque Book Do?

The customer should advise the bank immediately of the loss so that the cheque book will be blocked. To get another cheque book, copies of a sworn affidavit, police report and a completed indemnity form and a duly signed letter reporting the loss are required from the customer.

What Are The Requirements For A Change Of Address?

A duly signed instruction from the account holder informing us of the change of address, as well as a current PUR which has the new address of the customer, are needed for a change of address.

How Long Will It Take For The Change Of Address To Be Effected?

It will only take a few minutes, if all the requirements are in place.

Will The Name Change Take Effect Immediately?

Yes. If all the requirements are in place, the name change will only take a few minutes.

What Are The Requirements For A Change Of Name For A Corporate Account?

A new certificate of incorporation and a letter from the customer requesting a change.

Will This Change Be Effected Immediately?

A search will be carried out on the new document and name will be changed if the search returns with matching information. edit button to change this text.

Investing

What Do I Need To Run/Open A Fixed Deposit Account With The Bank?

If the customer has a current or savings account with the Bank, A duly signed letter of authority instructing the Bank to debit the proposed amount from the customer”s respective account will suffice. Such instruction from the customer will include specific details needed to book the fixed deposit such as customer”s account number, amount to be booked, tenor of deposit and the agreed rate.

If the customer is not an account holder in the bank, he will have to open a fixed deposit account. (Refer to account opening documentation).

What Is The Minimum And Maximum Tenor Obtainable?

Minimum tenor on fixed deposit is 30 days, whilst the maximum is as determined by the Bank based on current money market realities.

How Is The Interest Accrued On A Deposit Calculated?

The interest accrued is calculated on simple interest basis.

What Amount Is Deducted As Withholding Tax (WHT) And How Is It Calculated?

WHT charge is 10%. It is calculated as 10% of total accrued interest earned in a particular period on the fixed amount.

How Can I Liquidate My Fixed/Call Deposit?

A duly signed letter of authority instructing the Bank to liquidate the fixed/call deposit will suffice.

What Are Treasury Bills?

Treasury bills are government guaranteed debt instruments issued by CBN on behalf of FGN to finance short-term expenditure.

What Are Treasury Bills Rates?

There are no specific rates for Treasury Bills as purchase is done through a bid/auction system organized by the CBN or through the Two Way Quote Market.

What Tenors Are Available For Treasury Bills Investment?

Treasury Bills could either be 91, 182 or 364-Days tenor.

What Is MPR?

MPR means Monetary Policy Rate. It is a bench mark rate introduced in 2006 to replace the Minimum Rediscount Rate (MRR). It serves as an indicative rate in the inter-bank market.

What Is The Current Monetary Policy Rate (MPR)?

MPR is currently 12% (However this is subject to change at the discretion of the Monetary Policy Committee).

What Is The Interbank Market?

The Interbank market is a medium by which Banks avail themselves of short-term funds on a daily basis to meet their short-term liquidity needs. Trading is usually done between Banks and Discount Houses only and the market is open from 10.00hrs ” 14.00hrs.

What Does NIBOR Mean?

NIBOR is the Nigeria Inter Bank Offered Rate and it is determined by the Financial Markets Dealers Association (FMDA) with reference to various selected Banks. It is the average rate at which money is traded daily in the Interbank market for various tenors.

What Does OBB And FBB Mean?

OBB means Open Buy Back and FBB means Fixed Buy Back. They are both products available in the Interbank market that enables banks to access short-term funds using their Government securities as collateral. The difference between the OBB and FBB is that OBB is open-ended (i.e. like a call deposit) while FBB has a fixed tenor.

Zenith Bank Cards

Where Can I Use My Zenith Bank Credit Card?

You can use your Zenith Bank credit card to pay for goods and services at millions of establishments worldwide. Your card will be accepted at any establishment that displays the Visa or MasterCard logo.

Can I Use My Zenith Bank Credit Card To Shop On The Internet?

You can use your Zenith Bank credit card to make online payments or to shop on the internet.

Can I Withdraw Cash Using My Zenith Bank Credit Card?

You can withdraw cash up to 100% of your credit limit from any ATM.

Can I Use My Zenith Bank Credit Card If I Have Used My Full Credit Limit?

No, you cannot use your credit card if you have used up your full credit limit until you repay. The amount repaid will then be available for your use, provided the account is not overdue.

Is There Any Fee For Withdrawing Cash Using My Zenith Bank Credit Card?

Every time you draw cash, a cash advance fee of 3.5% of the amount withdrawn will be charged to your account. However, you receive the full amount you withdrew from the ATM and the cash withdrawal fee is automatically debited to your account and is reflected in your Credit Card statement.

I Want To Know More About My Credit Card Statement?

At the end of every cycle, we mail your monthly credit card statement to your email address as indicated on your card application form. Your statement indicates your previous balance and gives a list of your current charges, any finance charges or fees, your payments and credits as well as your current balance. It also mentions the “Minimum Payment Due” and the “Payment Due Date”.

How Do You Determine The Balance Mentioned In The Credit Card Statement?

Your total outstanding balance is shown as “Current Balance” on your Credit Card statement. The “Current Balance” is determined by adding any purchases and cash advances you made and subtracting payments or credits from the “Previous Balance”. Then appropriate finance charges and fees are added.

My Credit Card Expires Next Month, What Am I Supposed To Do?

Expiring cards are auto renewed one month to expiration. This means at the time your card expires, your new card will be available for pick up at your branch.

What is the maximum amount I can withdraw from an ATM in 24hours?

You can withdraw a maximum of ₦160,000 from an ATM in Nigeria in 24 hours.

How Long Does It Take To Receive A Prepaid Card?

Your new card will be available for pick up at your requesting branch within 48hours however we offer the non-personalized variant which can be picked up instantly at any of our branches.

What Should I Do When I Receive My Prepaid Card?

Simply load funds on your card and it will be activated within 24hours.

How Do I Load Funds On My Prepaid Card?

You can load your card with cash at any of our branches. Also, funds may be loaded onto the card via an online internet banking portal.

Can I Use My Prepaid Card After The Loaded Funds Have Been Exhausted?

Your prepaid card is a reloadable card. You can add funds by reloading at any of our branches or transferring funds into it until the card expires.

What Is A Debit Card?

The Zenith Debit Card is a payment card that represents an electronic means of withdrawing money from your bank account or making purchases with the money in your bank account. The Zenith Debit Card can be used on Zenith bank ATMs and other banks ATMs. It can also be used on POS terminals and online.

How Do I Get A Debit Card?

Visit any branch of Zenith Bank and the Customer Service Unit (CSU) officers will provide you with an Application Form. You also have the option of visiting our website: www.zenithbank.com and printing the Application and Service Agreement Forms. Completed forms should be returned to the Customer Service Unit at your branch, or any other branch of the bank, and the card should be ready in about a week.

What Is The Maximum Amount I Can Withdraw?

You can withdraw a maximum of ₦40, 000 per transaction and perform up to five transactions per day. In all a customer can withdraw a maximum of ₦200, 000 in a day. However this may only apply to withdrawals made on Zenith Bank ATMs.

When I Insert My Debit Card In The ATM It Displays The Message “Card Cannot Be Read”

This means that the chip on the card chip may have been corrupted. Return the card to the Customer Service Unit (CSU) of your branch with a letter stating the issue and requesting another card. A new one will be processed for you.

What If The ATM Rejects My Card?

Submit a letter of complaint to the CSU officers of your branch with a bad/faulty card attached.

If The ATM Displays The Message “Incorrect PIN”?

Submit a letter of complaint (memo for staff) to the CSU officers of your branch. The letter must include account number and/or PAN.

My Card Got Stuck In The ATM Machine?

Report the incident to your branch’s CSU and when the card is retrieved yours will be sent to your branch. This happens when the PIN is entered wrongly up to three times or the card was reported missing and was hot-listed. The Cash and Teller team members go to the ATM machine periodically to get details of transactions and to physically check the amount of cash remaining in the machine. At such times, they pick cards retained by the machine and send to the E-payment department. E-payment operations staff receive these cards, record the receipt and sends them to the appropriate branches through their dispatch men. If used on another bank’s ATM, acquiring bank sends the card to Zenith International Bank. If on a Zenith ATM, liaise with the branch with proof of identification.

I Have Forgotten My Debit Card PIN

Submit a request for a new PIN through the CSU officers of your branch and a new PIN will be issued to you.

I Have Lost My Debit Card

Go to Quicklinks on our Homepage and click on ‘Replace your Card. Fill out the form online and submit. A new Debit Card and PIN will be issued to you.

Can I Tie Additional Accounts To My Debit Card?

Yes, you can tie additional accounts to your Debit Card. For fresh requests, there is provision on the Application Form for the main (default) account number to be documented. There is also the space provided on the same form for the other account numbers (that the customer has, with zenith bank and would like access to).If the customer has got his access codes for a particular account and would like to add another account to the facility, he /she is required to write a letter to that effect. The letter, which must be duly signed by him, must have the following details:

Full names
Account numbers (both existing and new)
Branch
This letter should be submitted to CSU.

My Debit Card Is Damaged?

Go to Quicklinks on our Homepage and click on ‘Replace your Card. Fill out the form online and submit Always place your Debit Card away from electromagnetic items e.g. mobile phones.

My Debit Card Has The Wrong Name On It?

Please return the card with a letter requesting for another Debit Card with the correct name on it, to the CSU officer of your branch. A new card will be reprinted for you.

Point of Sale

How Can I Request A POS Terminal?

You can request a POS terminal through your relationship officer.

How Long Does It Take To Deploy Terminal(S) To Merchants?

For Lagos locations, it is usually within 8 working days while it may take up to three (3) weeks for locations outside Lagos.

How Can I Identify The Type Of Terminal That Is Deployed To Me As A Merchant?

The terminal type and model are boldly written on the face top of the Terminal e.g PAX S90 CDMA, Verifone VX 520 etc.

Can My POS Terminals Run On My Local Area Network?

Yes, but the merchant must provide the necessary parameters required for setup.

What Do I Do If I Am Getting The Error Message “ISSUER OR SWITCH INOPERATIVE”?

This may occur if the network of the bank that issued the card fails to connect or the switch that processes the card is having system downtime. You may ask the customer to use another bank”s card if available or try again later.

What If The Cardholder's Account Is Debited Without Approved Receipt Printed On The POS Terminal?

Do not release goods or offer services for such transaction; there may be an automatic reversal of such transaction. Furthermore, the cardholder should visit his bank to lodge the complaint and ask for the Dispense Error Form.

I Have Internet In My Office And I Want To See My POS Transactions As They Occur, Is This Possible?

Yes you can be set up on the POS Transaction Viewer. Your Account Officer should request on your behalf by sending the following information to possupportunit@zenithbank.com for the setup.
1. Merchant”s Account number
2. Email address
3. Phone number

The setup is completed within 72 hours.

How Do I Reconcile The Bulk Settlement Made Into My Account For POS Transactions?

Request the POS Settlement Viewer through your Relationship Manager by supplying the following information;
1. Your desired Username
2. Email address
3. Account Number

Upon creation you will be advised with the login credentials to access the portal and view the breakdown of all transactions done on your POS terminal. The setup is instant.

When Do I Get Settled For Transactions Done On My POS?

Settlement is T+1 i.e. (transaction + 1 day) within 24hours.

Transactions Consummated On Friday Have Not Been Settled As At Monday Morning. How Can The Transactions Be Traced?

Transactions are usually settled on bank working days. Transactions done on Friday would be settled before close of business on Monday.

What If My Transactions Are Not Settled As At When Due, Who Should I Call/Write For Help?

Contact Zenith Direct via zenithdirect@zenithbank.com or call Zenith Direct on 01-292 7000.

What If I Get The Error Message “Terminal Can Not Process Visa Card”?

Please send a mail with Merchant name and Account number to zenithdirect@zenithbank.com for resolution.

eaZymoney

What Is EaZymoney?

eaZymoney is our mobile payment solution with which customers may send and receive money and carry out basic financial transactions using an eaZymoney mobile wallet on their mobile phones.

What Transactions Can You Perform On This Service?

Services available on eaZymoney include:

Transfers

  • From one eaZymoney wallet to another
  • To anyone unregistered or registered on the eaZymoney platform
  • From Zenith Bank account to another Zenith Bank account or Other banks (Fully Banked Customers only)
  • From Zenith Bank account to eaZymoney account/wallet (Fully Banked Customers only)

Please note: Fully banked customers are customers that have their mobile numbers linked to their bank account numbers.

Deposit (Cash-in)

  • At eaZymoney agents locations
  • At any Zenith Bank branch

Withdrawal (Cash-out)

  • At eaZymoney agents locations
  • At any Zenith Bank branch
  • Via ATM

Pay Bills

  • Pay Cable TV subscriptions (e.gDStv and Gotv)
  • Pay merchants (e.g. Supermarkets, Restaurants, and Petrol Stations etc.)

Buy airtime for self and others on all networks

  • Visafone
  • MTN
  • Airtel
  • Glo
  • 9mobile

What Other Transactions Can I Perform With My EaZymoney Wallet?

  • Check balance and statement summary
  • Change PIN
  • Pay for goods in stores
  • Pay salaries, pension contribution etc.

How Can I Access EaZymoney?

There are three ways to access eaZymoney:

  • Dial *966# on your phone and follow the prompt
  • Visafone subscribers, visit any Visafone shop to perform a SIM swap and get the SIM-based application
  • From your phone”s browser visit www.eazymoney.com.ng/download or the respective app stores to download the smartphone app.

Why Should I Sign Up For EaZymoney?

eaZymoney enables you perform financial transactions with ease and convenience especially at locations where your bank account is not easily accessible by other electronic means.

Do I Need To Have A Bank Account To Sign Up For EaZymoney?

No, all you need is a mobile number.

I Have A Zenith Account; Can I Access My Bank Account Using EaZymoney?

Yes, you can. All you need do is subscribe as a fully banked customer on the eaZymoney platform by visiting any Zenith Bank branch or eaZymoney agent for upgrade.

Who Can Subscribe To The EaZymoney Application?

Anyone can become an eaZymoney subscriber. All you need do is visit an Agent or any Zenith Bank Branch,register, get the application on your mobile phone and then you can start enjoying the services.

Who Is A Subscriber?

A subscriber is a customer on the eaZymoney platform (banked, semi-banked or unbanked) who uses the application to carry out financial transactions.

Can I Send Money To People Not Registered With EaZymoney?

Yes, you can send money to people not on the eaZymoney platform. All you need do is input the phone number and name of the receiver and at the end of the transaction, a 4-digit ACCESS CODE will be displayed on the successful transaction confirmation screen. Copy the Access Code and give to the receiver by phone call. He can cash-out the sent amount at the nearest eaZymoney agent location or bank branch by presenting his name, phone, number, Reference ID and Access code.

Note: The access code is not received via SMS, but only displayed at the sender”s phone for now.

How Do We Determine The Categories Of Customers?

Customers are categorized based on their KYC details

What Are The Limits For EaZymoney Transactions?

Transaction limits are dependent on customer categories.

Who Is An EaZymoney Agent?

An eaZymoney Agent is a person or company that acts on behalf of Zenith Bank to carry out financial transactions like cash-in, cash-out and registration of subscribers.

How Do I Recognize An EaZymoney Agent?

All Agent locations will be branded with the eaZymoney logos and Agent codes.

Internet Banking

What Is Internet Banking?

Internet banking is a real time solution that enables you access your account 24 hours a day, 7 days a week.

Who Can Use Internet Banking?

All Zenith bank account holders, Corporate and individual.

What Can A Customer Do With Internet Banking?

All customers can check account balances, view account statements, view and download transaction history for various accounts. In addition, individual account holders may transfer funds and make bills payments but corporate accounts cannot.

What Infrastructure Has To Be In Place?

All you need is a personal computer or other device that is connected to the internet.

How Can I Get The Internet Banking Service?

You need to fill a form. The internet banking application form can be downloaded from our website: www.zenithbank.com. It is also available at all our branches. You fill the internet banking form and submit to CSU of the branch.

How Does Internet Banking Work?

Customer visits www.zenithbank.com, then hovers over Internet Banking login menu for drop down options, and selects “Personal”. Thereafter enter your login details (as provided by the branch) and proceed from there.

How Do Customers Log In The First Time?

For first time log in, customers must use the account number and password provided in their ‘Internet Banking login activation letter’. The password must then be changed to one known by only the customer. The customer can choose to create their 4-digit PIN required for transaction authorization immediately after first log in or subsequently by clicking ‘Settings’ on the menu, and ‘Create online banking PIN’.

What Are The Charges Associated With Using Internet Banking?

There are no charges, except for online fund transfer. Zenith to Zenith transfers incur no charges, Local Money Transfer (LMT) transfer fee is ₦210. A transfer from a Zenith account to other banks will incur NEFT or Interswitch charges depending on the switching platform used to make the transfer.

Can I Make Offshore Transfers From My Internet Banking?

Yes. However, you will require an ordinary domiciliary account to be able to do this.

Is There A Fee For The Hardware Token?

Yes. The token comes at a fee of ₦3,500

Is The Hardware Token Safe?

The latest electronic encryption technology ensures the safe transfer of information over the internet. You will be required to create your own password.

How Often Can Customers Transfer Funds?

As often as possible up to a daily limit of 3 million to any Zenith Bank account and 1 million to other bank accounts.

Who/Where Can Funds Be Transferred To?

Funds can be transferred to both local (Zenith and other banks) and foreign beneficiaries.

Corporate Internet Banking

What Is Corporate Internet Banking?

Corporate Internet Banking is a secure online banking platform that enables customers make authorized payments and transfers to anyone in the world, 24 hours a day, 7 days a week.

What Is Corporate Internet Banking For?

Corporate I-Bank is for customers that make frequent local and/or international payments. It is specifically for corporate customers.

What Can I Do With Corporate Internet Banking?

A customer can perform the following transactions:

  • Account Activity Monitoring/Reporting: View transaction logs, daily activities, download transaction reports.
  • Funds Transfer within and outside Nigeria: Transfer money from your corporate account to any beneficiary’s account worldwide.
  • Payroll Administration: Pay staff salaries electronically.
  • Initiate draft requests from your office.
  • Track Trade Finance Transactions: Monitor status of Letters of Credit, Payments, Confirmation and Establishments, Form M and Bills for Collection.
  • View and transact on multiple bank accounts with other banks
  • Make import duty payment and print receipts at your convenience.
  • Cheque Confirmation: confirm cheques online
  • Integrate accounting systems to Corporate Internet Banking for even less human input.
  • Upload all manner of documents to payment instructions such that they may be viewed at the click of a button.
  • Audit Trail: Completely monitor all activities on the platform.

How Can I Get Corporate Internet Banking?

You will need to complete a Corporate Internet Banking Application Form. The form is available for download online or at all Zenith Bank branches. Kindly complete the application form and submit to your account officer or a customer service officer at any Zenith Bank branch.  Corporate I-Bank can be deployed in 24 – 48 hours.

What Are The Associated Cost?

Enrolling on Corporate Internet Banking is free. However, customers have to pay for the hardware token required for login and transaction authorization. Other transaction costs include:

  • Local Money Transfer (LMT) transfer fee is =N=210
  • Transfers to other banks incur charges based on the transfer platform used
    Bills Payment may also incur a convenience fee, depending on the type of Bill being paid.
  • Transfers between Zenith Bank accounts are free.

What Are The Benefits?

  • Non-interference with your network as no installation is required
  • Efficient and faster processing for all payment types
  • Cutting edge security using a Vasco token device which secures the system by providing time synchronous security and end to end encryption.
  • 24-hours global access as it is a web-based solution.
  • Multi-user access and role specific privileges structured to fit customer’s business model.

How Does Corporate Internet Banking Work?

With Corporate Internet Banking, different officers in the organization involved in the payment approval process are given specific roles on the Corporate Internet Banking platform. Whatever functions they needed to do manually can now be done online on the Corporate I-Bank platform.

How Can I Access Corporate Internet Banking?

All you need is a personal computer or any other device with an Internet connection and your login details. Supported browsers  include Internet Explorer, Mozilla Firefox, Google Chrome, Safari, Opera etc

Go to www.zenithbank.com, select ‘Corporate’ on the Internet Banking drop down at the top of the page and click ‘Login’.

More Information On Corporate Internet Banking

For more information on Corporate Internet Banking, click here to download the Step-by-Step Guide.

Login Faqs

What is a Username?
Your Username is made up of your first and last name and is issued to you by the Bank. It is a mandatory requirement for login.

Where can I get my Username?
It is contained in the Activation Letter printed for you when you requested Corporate I-Bank. If you have forgotten your Username and cannot find the Activation Letter, you may contact your company account officer or the branch where you opened your account.

What is a PIN?
A PIN is a unique 4 -6 digit number created by you when you login to Corporate Internet Banking for the first time.

How do I create a PIN?
As a first time user who does not have a PIN, click on ‘New User?’ and create your unique 4-digit PIN.

My PIN was reset, how can I login?
Click on the ‘New User?’ link and enter your Username in the ‘Username’ field. Enter a unique 4 digit number in the ‘Create PIN’ field, re-enter the same number in the ‘Confirm PIN’ field, and enter the 6-digit number displayed on your token in the ‘Token code’ field.
What is Token Code?
Token code is the random 6-digit number displayed when you press the button on your hardware token.

Where can I get a Hardware token?
Your hardware token is issued to you by the bank when you register for Corporate Internet Banking. Please contact your Account Officer or Zenith Direct or walk into the nearest Zenith Bank branch to request a token.

I lost my token/my token is damaged
Kindly report the issue to your Account Officer. Fill an online Indemnity Form and request a new token.

I get an error message ‘Invalid token logon’ when I try to login. What does this mean?
It means your token has been locked. You should send an email to  HYPERLINK “mailto:eproductsupport@zenithbank.com” eproductsupport@zenithbank.com or  HYPERLINK “mailto:zenithdirect@zenithbank.com” zenithdirect@zenithbank.com with details of your Username, Account Number and token Serial Number (this is the number at the back of your hardware token). Kindly send the email from the email address you registered for Corporate Internet Banking with. Alternatively, you may call +234-1-2787000, 2927000, 4647000, 0700ZENITHBANK to speak with our Customer Care Specialists.

I get an error message ‘Token is locked’ when I try to Login
You should send an email to  HYPERLINK “mailto:eproductsupport@zenithbank.com” eproductsupport@zenithbank.com or  HYPERLINK “mailto:zenithdirect@zenithbank.com” zenithdirect@zenithbank.com with details of your Username, Account Number and token Serial number (this is the number at the back of your hardware token). Kindly send the email from the email address you registered for Corporate Internet Banking with. Alternatively, you may call +234-1-2787000, 2927000, 4647000, 0700ZENITHBANK to speak with our Customer Care Specialists.

Forgot Login Details

What if I forget my PIN?
You should send an email to eproductsupport@zenithbank.com or zenithdirect@zenithbank.com with details of your Username, Account Number and token Serial Number (this is the number on the back of your hardware token). Kindly send the email from the email address you registered for Corporate Internet Banking with. Alternatively, you may call +234-1-2787000, 2927000, 4647000, 0700ZENITHBANK to speak with our Customer Care Specialists.

What if I forget my Username?
If you are the only registered Corporate Internet Banking user in the company, you should call +234-1-2787000, 2927000, 4647000, 0700ZENITHBANK to speak with our Customer Care Specialists. Kindly have details of your Account Number and token Serial number ready.

If you are not the only registered Corporate Internet Banking user in the company, you may contact your company account officer or the branch where your account was opened.

I get an error message ‘Token is locked’ when I try to login
You should send an email to eproductsupport@zenithbank.com or zenithdirect@zenithbank.com with details of your Username, Account Number and token Serial number (this is the number at the back of your hardware token). Kindly send the email from the email address you registered for Corporate Internet Banking with. Alternatively, you may call +234-1-2787000, 2927000, 4647000, 0700ZENITHBANK to speak with our Customer Care Specialists.

What if I forget my Access Code?
Access code is no longer required for login.

What if I forget my password?
Password is no longer required for login.

Need Support?

Please send an email to zenithdirect@zenithbank.com or call +234-1-2787000, 2927000, 4647000, 0700ZENITHBANK to speak with our Customer Care Specialists.

GlobalPAY

What Is GlobalPAY?

GlobalPAY is a web-based solution that enables corporate bodies with or without functional websites accept card payments from customers worldwide.

Who Is GlobalPAY Suited For?

Any Corporate organization, business segment that offers goods or services.

What Type Of Card Is Acceptable On GlobalPAY Payment Gateway?

MasterCard (local & International), Visa (local & international), Interswitch Verve cards.

What Are The Pre-Requisites For Merchants To Have Access To The GlobalPAY Payment Gateway Platform?

A corporate account domiciled in any of the Zenith Bank branches in Nigeria.

  • A duly completed GlobalPAY Merchant Application & Agreement Form.
  • A copy of the company’s Certificate of Incorporation.
  • A payment cheque/draft of Seventy Five Thousand Naira issued in favour of InterSwitch Limited and a payment cheque/draft of Seventy Five Thousand Naira issued in favour of Zenith Bank Plc.

What Happens After Submitting The GlobalPAY Merchant Application Forms?

Our GlobalPAY Support/Technical team will contact the merchant and merchant’s developer by providing the relevant Application Programming Interfaces (APIs) required for the integration (this is expected to be carried out on a demo environment), and after integration is fully completed, the merchant would be migrated to Live/Production environment.

My Organization/Firm Does Not Have A Functional Website, How Can We Also Enjoy The GlobalPAY Payment Gateway Service?

We have a GlobalPAY Storefront (www.GlobalPAY.com.ng) where your services can be hosted and all your customers can be directed to make payment to your organisation/firm through the channel.

Is There Any Setup Fee For The GlobalPAY Integration?

Yes, Interswitch setup attracts payment of seventy five thousand Naira in favour of InterSwitch Limited. Set up for MasterCard and Visa (local and International) also attracts a fee of Seventy Five thousand Naira in favour of Zenith Bank Plc.

What Are The Features/Benefits Of GlobalPAY?

Features/Benefits of GlobalPAY includes:

  • Acceptance of locally and internationally issued cards: MasterCard, Visa and Verve Cards.
  • Online real-time log for monitoring transactions as they occur.
  • Real-time online processing of transactions i.e. instant debit of cardholder’s account immediately payment is made.
  • Multiple card acceptances with single integration. Provides a global reach for your business.
  • Reduces administrative overhead.
  • Multi-currency processing
  • Refund Capability/Automated Refund Processing
  • Fully Redundant Processing
  • PCI Compliance ensures highest levels of data protection
  • Online Authorization Voiding
  • Supports Mastercard Securecode and Verified By Visa
  • Settlement can be done both in Naira and Dollars
  • Provides a global reach for your business

What Is The Transaction Fee For GlobalPAY Transactions?

Transaction fee for MasterCard & Visa (Local) is 1.5% of the transaction amount capped at ₦2,000.00, Interswitch Verve is also 1.5% capped at ₦2,000.00 while MasterCard and Visa (international) charge 3.5% of the transaction amount without cap.

What Is The Transaction Settlement Cycle For My GlobalPAY Transactions?

Where there is no systemic failure, all local transactions are settled into merchant’s account one working day after transaction date and two working days after transaction date for foreign transactions. However, whenever there is a systemic failure, merchants are promptly advised of their settlement delay through their account/relationship officers.

If I Have A Settlement Issue, Who Do I Contact?

For any settlement issue, kindly call ZenithDirect on 012787000 or Card Services on 01-2784000 or send a mail to csdsettlment@zenithbank.com, & zenithdirect@zenithbank.com, and your request will be promptly attended to.

How Do I Handle Chargebacks?

For any chargeback issue, kindly call ZenithDirect on 012787000 or Card Services on 01-2784000 or send a mail to csdchargeback@zenithbank.com, & zenithdirect@zenithbank.com, and your request will be promptly attended to.

Who Bears The Transaction Fee – A Cardholder Or The Merchant?

Transaction fee is charged per payment and is automatically charged to the merchant.

How Secure Are GlobalPAY Transactions?

All payment transactions through Zenith Bank’s payment platform utilize 128-bit SSL technology. This guarantees that all information transmitted through these sites are encrypted and highly secure.

What Is 3D Secure?

3D Secure allows cardholders authenticate themselves while making online payments. It allows 3 domains to work seamlessly together.
Domain 1: The cardholders have the peace of mind that their cards are not used without their authorization.
Domain 2: Merchants are protected from fraud and can provide the product and service without delay or extra costs.
Domain 3: Banks see that the transaction has been authenticated and are more likely to approve the transaction, to the convenience of the cardholders.
The implementation of 3D Secure by Visa is called Verified by Visa, and the implementation of 3D Secure by MasterCard is called Secure Code. 

What Is MasterCard® SecureCode™?

MasterCard SecureCode is a service to enhance your existing MasterCard account. A private code means added protection against unauthorized use of your card when you shop at participating online retailers.

When Do I Need MasterCard SecureCode?

Every time you pay online with your MasterCard, a box pops up from your card issuer asking you for your personal SecureCode, just like the bank does at the ATM. In seconds, your card issuer confirms it’s you and allows your purchase to be completed.

How Does MasterCard SecureCode Work?

Once you’ve registered and created your own private SecureCode, you will be automatically prompted by your financial institution at checkout to provide your SecureCode each time you make a purchase with a participating online merchant. Your SecureCode is quickly confirmed by your financial institution and then your purchase is completed. Your SecureCode will never be shared with the merchant. It’s just like entering your PIN at an ATM.

How Does MasterCard SecureCode Protect Me?

When you correctly enter your SecureCode during a purchase at a participating online merchant, you confirm that you are the authorized cardholder and your purchase is then completed. If an incorrect SecureCode is entered, the purchase will not be completed. Even if someone knows your credit or debit card number, the purchase cannot be completed without your SecureCode at a participating merchant.

What Card Do I Use? Will I Need To Get A New Card To Use MasterCard SecureCode?

You will be able to use any of your existing MasterCard credit or debit cards, as long as the cards are from a participating financial institution. If you’re not sure if your financial institution provides this service, please contact your bank.

How Many Cards Can I Register With MasterCard SecureCode?

We encourage you to register all of your MasterCard cards. There is no limit on how many cards you can register.

Can I Use MasterCard SecureCode From Any Computer?

Because there’s no special software to install, you can shop from any computer and still receive the added protection afforded by MasterCard SecureCode.

What Happens When My Card Expires Or My Billing Information Changes?

Your card issuer will automatically update this information in your profile.

What Happens If I Cancel My Existing Card Then Get A New One With A Different Account Number?

You will need to register the new card for MasterCard SecureCode. Simply return to the registration site, and complete the registration process with your new card.

How Do I Know Whether A Merchant Participates In SecureCode?

Most participating merchants will display the MasterCard SecureCode logo on their site. However, even if you don’t see the SecureCode logo, the merchant may still be a participant and you will be prompted to provide your SecureCode.

How Will The Online Merchant Know That I’m Registered For MasterCard SecureCode?

When you use a card that is enrolled in the MasterCard SecureCode program at participating online merchants, the merchant automatically recognizes your MasterCard card number during the transaction.

What Happens When I Use My SecureCode At A Participating Merchant?

There is no need to login or sign in. When you make a purchase at a participating merchant and enter your registered MasterCard payment details, you will automatically be prompted by your financial institution to enter your SecureCode. After reviewing the details of your purchase and confirming that your Personal Greeting is correct, simply type in your SecureCode to complete your purchase.

What Is A SecureCode Personal Greeting?

The Personal Greeting is a message that you create during sign-up. Each time you make an online purchase at a participating merchant, you will be prompted to enter your SecureCode. At this time, you’ll see your Personal Greeting and other purchase details. The Personal Greeting is your assurance that you are communicating with your financial institution. If the Personal Greeting displayed in the pop-up box is incorrect, you should not enter your SecureCode, but should instead contact Customer Service immediately by calling the phone number on the back of your enrolled MasterCard card, to report a possible fraud.

What Are The Secret Question And Answer?

If you forget your SecureCode when making an online purchase, you will be supplied with your Secret Question. If you then supply the correct Answer, your purchase will be completed. Once your purchase is completed, you should visit the registration site, click on the “Forgot SecureCode” link and follow the subsequent instructions.

How Will SecureCode Change The Online Purchase Process?

The online purchase process will not change except that now you will be prompted to provide your SecureCode during checkout. Your SecureCode will never be revealed to the merchant during the checkout process.

Will I Be Able To Make Purchases At Merchants That Accept MasterCard But Do Not Participate In The MasterCard SecureCode Program?

Yes, you will not be asked for your SecureCode during these purchases. You will continue to be protected from unauthorized purchases by Zero Liability from MasterCard.

I Am A Merchant Who Would Like To Offer SecureCode To My Customers. How Do I Get More Information?

For information on participating in MasterCard SecureCode, please contact GlobalPAY Support team via email at GlobalPAYsupport@zenithbank.com or send a mail to zenithdirect@zenithbank.com

Why Should I Sign Up For Verified By Visa?

Visa offers comprehensive fraud protection, but Verified by Visa goes even a step further, adding an extra layer of security at the point where you enter credit card information online. The service helps prevent unauthorized online use before it happens.

Doesn’t Visa Already Protect My Card From Theft And Fraud?

Visa’s multiple layers of protection give you an extraordinary level of security, so you can feel confident whenever and wherever you use your card. Verified by Visa is only one part of our five-layer system to prevent, detect, and resolve security issues. Specifically designed to make online shopping experiences safer and more secure, Verified by Visa gives you extra control over your Internet transactions.

Can I Use Verified By Visa With Any Visa Card I Have Now?

Yes, Verified by Visa is designed to protect the Visa card, or cards, that you already have – whether they are credit cards or debit cards.

How Do I Shop With Verified By Visa?

When you pay with your Visa card, the Verified by Visa service launches automatically at participating online stores. After you enter your Visa card number and submit your order, a Verified by Visa window will appear and your card issuer will display an authentication page.

AlertZ

What Is AlertZ?

AlertZ is Zenith Bank transaction notification product that sends details of consummated transactions to customers via SMS and email.

How Does AlertZ Work?

The notifications are delivered via email or mobile SMS technologies.

Who Needs AlertZ And For What?

All Zenith Bank customers need AlertZ.
AlertZ gives you updated information on the following:

  • all withdrawals from accounts
  • all ATM withdrawals
  • all pos purchases
  • all internet banking transfers – to and from accounts; these could span through salary earners, traders, transporters with the need for shipping documents, BC notification – bills for collection, LC notification – letter of credit, form m notification (approval & scanning stage), RAR notification (risk assessment report) transaction notification – deposit & full (deposits & withdrawals), monthly statements notifications.

How Do I Subscribe To AlertZ?

If you are an existing customer, apply at any of our branches. The customer service officer will give you a form to fill and submit to be set up .If you are not yet a customer, upon opening an account, indicate by ticking the AlertZ option in the account opening form.

What Is The Reference Number That Comes With The SMS?

This is a reference number which confirms if an AlertZ is genuine or not. You can further confirm the reference number by doing the following;

  • Send ‘verify *reference number’ to 30010 for Airtel, MTN, Visafone and 9mobile subscribers
  • Or 31010 for Globacom subscribers.

What Are The Charges Associated With Using AlertZ?

Email notifications are free.
For SMS notifications, the charge is ₦4 per notification.

I Do Not Want To Use AlertZ Anymore, What Do I Do?

Write a letter requesting the deactivation of the service. This may be processed at any of the Branches.

Can AlertZ Be Set Up Using My Foreign Mobile Number?

Yes. It can be set up for your foreign mobile number.

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