Help and support

Get help

Email contact@zillipay.com and include:

• the email address or phone number on your account
• what happened, and what you expected
• the transaction reference and date, if it is about a payment

We will acknowledge your email within 2 working days.

Enter your password, PIN and verification codes only in the zillipay app. zillipay staff will never ask you for them by email, phone, chat or in person, and never need them to help you. Never send them to anyone, including us.

A problem with a payment

If a payment is pending or you are not sure it went through, do not send it again. The amount stays held until the bank gives a result. Email us the reference shown in the app and we will check it with the bank.

Lost phone or suspicious activity

If your phone is lost or your account is at risk, freeze your account in the app from another device, or email contact@zillipay.com and we will freeze it for you. Then reset your password.

Make a complaint

Email contact@zillipay.com with the email address on your account, what happened, what you would like us to do, and any transaction reference. Never send your password, PIN or verification codes.

• We will acknowledge your complaint within 2 working days and give you a reference.
• We aim to resolve it within 14 days. If we need more time, for example because we are waiting for Fincra or a bank, we will tell you why and when to expect an answer.
• When we have finished, we will tell you our decision, the reasons for it, and where you can take it next.

If you are not happy with our answer, or we have not answered in time, you can take your complaint further. Where it goes depends on what it is about:

• A payment, deposit or account number. These are provided by Fincra and its partner banks, which have their own complaint processes. We will raise the complaint with them for you. If their process does not resolve it, you can escalate a complaint about an institution the Central Bank of Nigeria regulates to the CBN's consumer protection department at cpd@cbn.gov.ng (cbn.gov.ng).
• How we treated you as a consumer, for example our terms, service or charges: the Federal Competition and Consumer Protection Commission (fccpc.gov.ng).
• Your personal information: the Nigeria Data Protection Commission (ndpc.gov.ng).
• You can also go to court. Using our complaints process first does not take away any of these rights.

Delete your account

In the app, go to Profile > Delete account and confirm with your PIN. If you cannot use the app, email contact@zillipay.com from the email address on your account and we will help you.

• We email you when we receive the request. A zillipay admin then checks that it really comes from you.
• We complete the deletion within 7 calendar days after we verify the request, and email you when it is done.
• We cannot delete an account that still has money in it, payments still being processed, payouts waiting for approval, or open trades or Bybit orders. The app shows you what needs to be sorted first. Move any balance to a bank account in your name before you ask.
• You can cancel the request until we start deleting.
• Deleting signs you out on every device and removes your PINs. Connected apps lose their access, autopay is turned off and any Bybit key is erased.
• We keep the records described under "How long we keep it" in our privacy policy, for the periods shown there.
• Deleting the app from your phone does not delete your account.

Legal

• Privacy policy
• Terms of service

zillipay is run by SOYSTEK LTD (RC 7863262), Suite D15B, Emab Plaza, Aminu Kano Crescent, Abuja, FCT, Nigeria. Payments and wallets are provided through Fincra and its partner banks.