FREQUENTLY ASKED QUESTIONS AND ANSWERS

Yes. To use our services, you must first sign-up with Nairagram. The process is simple and secure.

Signing up to Nairagram only takes a few minutes.

To create an account with Nairagram, you’ll need to sign up either through our website (click here) or mobile applications. You can sign up using your email address.

Please note that you must use your real name when creating an account, and a valid mobile number.

Our fee varies based on where you are sending the transfer to and from, and the delivery method that you choose.

Rates – Our rates are one of the most competitive in the market. Nairagram is committed to ensuring Nigerians in the diaspora get the best value for their dollars to best support family and friends back home.

 

Fees – Our fees are competitive, and cost driven. Our fees usually vary per transaction amount, however Nairagram strives to ensure our fees are among the most competitive and affordable in the market.

Absolutely, we are a registered Money Service Business, licensed in the US, Canada, and Nigeria.

We are in Atlanta, Georgia. USA.

We are an online digital financial services provider. Our offices are not open to customers.

 

However, we are available to assist our customers by phone, web chat, and/or email.

Our Customer Support team is here to help you from Monday to Saturday, from 10am to 7pm EST.

You may reach us by dialing 1-855-207-9609 or Chat with Us.

You can also send us an email at info@mynairagram.com and we will respond to your request within 24-48 hours.

If you would like to lodge a complaint, please call our Customer Service team at 1-855-207-9609 or fill out the Contact Form on the Contact Us page and we will gladly assist you.

1.     Create a Free Account

           New to Nairagram? Create an account or Login to your existing account.

2.     Select Product Type

Enter send amount and select: Bank Deposit | Cash Pickup | Gift Card | Airtime Top-up and choose payment method.

 

3.     Submit Securely

Enter receiver’s information or choose from a list of people you’ve sent to before and submit through our secure online platform.

 

4.     Review and Send

Verify your identity, review your transaction, and send.

Yes. You can search “Nairagram” and download our app on both the IOS and Play stores.
 

You can reset your password by clicking on forgot password button, it is right under the username and password login section.

When attempting to sign-in to your secure online account, please be sure of the following:

  • Enter your correct email and password information. If you are unable to remember this information, please initiate a password recall using the “Forgot Password” link.
  • Ensure your browser is set to accept cookies.
  • Ensure your browser is JavaScript enabled.
  • Ensure you are using the latest browser version.
  • If you are still encountering problems, please contact info@mynairagram.com or Call Us at 1-855-207-9609.

Kindly send an email attaching your ID to info@mynairagram.com, and we will be happy to upload to your account to enable you conduct your transaction.

Our regulators require that we maintain an identity information for each user. We request for a proof of identity per transaction and require you to always maintain and store valid ID(s) on your account. 

We only accept Visa/Master Debit or Credit cards.

 

Debit card: Using a debit card to pay for your transfer may attract a fee depending on your financial institution.

 

Credit card: Using a credit card to pay for your transfer may attract a fee. Keep in mind that your credit card company may charge you a cash advance fee. To find out whether you might be charged a cash advance fee, please contact your credit card issuer.

 This is not uncommon so no need to worry, particularly if this is your first-time sending money on Nairagram. In order to protect you, some banks may contact you automatically with an automated phone call to ask about the payment. Kindly inform your bank you want to allow future payments to Nairagram, and then head back to try the payment again. You'll receive an email confirmation when it goes through successfully.

If you haven't heard from your bank, here’s what you should do: 

1. Ring the number on the back of your card.

On the back of your debit card, you should see a phone number for your bank’s card enquiries department. Give them a call. Some centralized call centers can't see flagged payments so, if needed, be sure to ask for the card services team.  

2. Inform them you want to be able to make payments to Nairagram.

Let them know that you were making a payment to Nairagram and your payment was declined. Explain that you would like to be able to make future payments to Nairagram. They should be able to mark us as an approved merchant on your account while you're on the call. 

3. Head back to www.mynairagram.com and try your payment again.

4. Once a payment is successful you will shortly receive an automated confirmation.

 All transactions performed using Nairagram, are secured using 256-Bit SSL Security Encryption tools. We do not store the senders’ debit card details on our system. Your debit card digits remain anonymous to any external party, including Nairagram.

 Nairagram offers the option to send money either as a Cash Pick-up or Bank Deposit.   

 Initiating a money transfer is easy, and this can be done in a few steps. Find details below:
  1. Select the Money Transfer feature from the product tab.
  2. Enter send amount to proceed.
  3. Select delivery (cash pickup or bank deposit) and payment method and hit next.
  4. Next, enter receiver’s information.
  5. Note: You will be prompted to add or select an already uploaded means of identification and click next.
  6. Review your order, agree to terms and conditions, and click ‘next’.
  7. Enter card information and click on ‘pay now’.
 

A bank transfer is an electronic payment, which enables you to send money directly another bank account. With Nairagram, we will ensure a smooth transfer with every transaction by confirming your beneficiary’s name and account number before final submission.

 

The fees for sending a bank transfer to your loved ones are already included in our one-time transaction fee which varies per amount. However Nairagram assures you of the most affordable and competitive rates in the market.  

 

Cash pickup transfer is a payment that your recipient can collect as physical cash within minutes from any of the branches of our partner banks in Nigeria.

 Cash pick-up is a transfer that your recipient can collect as physical cash from any of our partner banks with over 1,500 secure pick-up locations in Nigeria.

We work with local banks that process all cash pick-up transfers on behalf of Nairagram.

Simply choose Cash pick-up as the delivery method when initiating your transfers. Once your payment has been processed, you will receive an email with cash pick-up instructions.

 Transaction Daily maximum limit is $2000.

 Nairagram is one of the fastest and most reliable money transfer options available. With our trusted and secure money transfer routing, we never hold on to your money longer than necessary.

 

If all the information you provided is accurate, transfers are available for your recipient within minutes.

 

Additionally, you’ll receive an email confirmation as soon as your transfer is complete.

 

Funds are usually available to collect instantly. In some instances, however we may require additional information from you for your transaction to be processed.

 Nairagram is a digital money transfer service, and this B2C platform has was designed and built specifically for individuals who wish to transfer money to Nigeria. The website and apps facilitate money transfers to Nigeria only as this time.

 Nairagram provides this information to you through an automatic email notification. This notification gives you a real-time alert, letting you know that your transfer has been completed.

 

Additionally, through your “My Account” section on your dashboard contains a list of all your transactions and a status update next to each one. Once a transfer is completed, the status of your transaction will be updated in your private dashboard.

 

Lastly, you can always contact us to verify the status of your transaction(s).

As a registered customer, the maximum daily limit for transfer is $2,000.00

 

Bank transfers are usually instant, which makes it not possible to cancel in most cases. Kindly reach out to the Nairagram customer service team if you wish to cancel your transaction within minutes after submitting your transfers.

 Your beneficiary/receiver will receive money sent by you directly in their bank account within minutes of you submitting your transaction.

   With Nairagram, you can currently send money from the USA and Canada to Nigeria.

To pick up cash from one of our partner banks, your recipient will need:

1.     Valid photo ID that shows their full name. This must match the details supplied on the transaction.

2.     Money Transfer Number (MTN): This will be provided to you after successfully submitting your transaction.

3.     Mobile Phone – Your recipient will be sent an OTP to the mobile number provided by you at the point of collection, so please ensure they carry along that mobile number when going to the bank to pick up funds.  

No, your recipient will not be charged when picking up cash with any of our partnered banks.

All transactions on Nairagram are set to pending due to review by our compliance team:

However, transactions that meet the compliance standard are approved within minutes.

 

Transactions that take longer come with the below exceptions:

-The receiving bank may have technical issues and may be offline. You do not have to do anything or contact us as we will retry the transaction when the receiving bank is online.

-You are required to complete additional KYC by submitting additional required documents for verification - this is a legal requirement.

In this instance, please upload a valid government issued ID on your profile or email it to info@mynairagram.com.

-Your transaction is flagged for additional review to prevent fraud or comply with Anti Money Laundering regulations. We would have contacted you by phone, email and/ or SMS to let you know. Please check your SPAM if you cannot find our email in your inbox. 

-Beneficiary bank account may be restricted by the bank due to dormancy, missing BVN (Nigeria only) amongst others.

-Beneficiary account has a limit that is lower than the amount you are attempting to send

In the last 2 instances, please contact our Customer Service team.

 Log into your account and confirm that the status of your transaction is set to "PAID", otherwise, it means that your transaction is yet to be paid to the beneficiary.


If your transactions status shows "PAID", it may be that your beneficiary is expecting a notification from their bank, and these are sometimes subject to delays. Please ask them to confirm funds via internet banking or ATM cash machine.

We also do send communications regarding a pending transaction. Please refer to your email or kindly check your spam messages for email from
Nairagram.

Please contact our Customer support team as quickly as you can, to enable us cancel and refund the erroneous transfer. Refunds reach your account within 3-7 working days, depending on your bank’s policies for accepting refunds - which Nairagram unfortunately has no control over. 

Also be aware that once a transactions status is set to "PAID", it will not be possible to cancel the transaction.

 We take the extra steps to ensure confirmation of beneficiary details before submission of transactions. Due to the speed at which Nairagram processes transactions, it is very possible we have processed your transaction and, in such cases, it will not be possible to cancel the transaction.  

 You will receive an email confirmation when the transaction is completed. You can also check status of transaction on your account profile within thirty-minutes to one hour of submission.
 When you connect a mobile phone to a telecom network, you need to purchase credit to enable you to use that telco network’s service. Mobile top-up allows you to access the network’s service offerings, voice, mobile data, sms etc.

 

When you add credit to a pre-paid phone, this is known as a ‘Top up’. Topping up a phone will allow continued use of the telco’s service until the credit runs out.

 

Mobile top ups sent via Nairagram are usually instant.

 Mobile Top-ups are normally added instantly or within a few minutes.

Occasionally, there may be small delays due to congestion or outages on the local mobile network.

 For now, mobile top-up can be made to Nigeria and to the following networks Glo, Airtel, MTN and 9mobile.
 When sending a mobile top-up, you will be asked to enter the recipient’s phone number twice.  This is done to ensure that the top-up is not sent to the wrong person.

However, in in case you enter the wrong number twice, the transfer will go ahead and there is no way to reclaim the top up once it is sent.

 Once a mobile top-up transaction is successfully submitted, it was added to the beneficiary’s mobile number instantly or within a few minutes, and as a result cannot be canceled or refunded.

Please ensure you are 100% ready to send mobile top-up before submitting the transaction to us.

 You can purchase gift cards in any amount up to $250.

Gift card purchased on Nairagram don’t have expiration date.

 Gift cards purchased from Nairagram can be redeemed at www.cards4us.com. Kindly visit Cards4us to redeem your gift card vouchers and for more information.

 If you do not see your question, please contact us and we'll be happy to assist you. We look forward to hearing from you!

We are here to help you!

Mon - Sat 10am - 7pm EST

PhoneUS: 1-855-207-9609
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