VBiz Resolution Guide
- Onboarding
- CAC Error – invalid Identity
- CAC number may be incorrect.
- User may be matching a wrong business registration type with CAC number i.e. user chooses a business registration type but provides an incorrect CAC number.
Resolution:
- Confirm the user does not include letters (BN/RC/IT) in the CAC number field.
- Confirm from the customer what the business registration type is – either BN (Business Name), RC (Registered Corporation) or IT (Incorporated Trustee).
- Ensure that the user is selecting the correct business registration type and providing the correct CAC number.
- CAC Error – Unable to fetch identity information.
This maybe because of a downtime from 3rd party service provider (Verifyme or SmileID).
Resolution:
- Reach out to VBiz Tech to confirm if there’s a downtime.
- If we have confirmed that there is a downtime, advise user to try again later.
- BVN Error – Invalid Identity
This occurs when the BVN verification service or the service provider is down or the BVN is incorrect or there is a white space with the BVN.
Resolution
- Confirm from the user that the BVN is correct. If the user insists the BVN is correct, check in with VBiz Tech support on the status of the service provider.
- Also advise the user to check for white space if they copied and pasted on VBiz or advise them to type the value instead.
This issue also exists with ID number – voter’s card, Driver’s License and NIN.
- Supplied account is already onboarded on the platform.
This usually happens at sign up. It means that the account already exists on VBiz or is onboarded on VBiz.
Resolution
- Check payment portal (business and/or onboarding table) using the account number to confirm the account exists.
- Advise customer to login.
- Check in with Tech VBiz with the account number, business name or phone number of the user for the username if user insists, they do not remember the login credentials.
- No Leader Record Found
This happens when the user is trying to use an already used consent link or the account/record has been cleared backend due to a broken link or missing information.
Resolution
- Advise the user to sign up again if we have established that the records were/have been cleared.
- Escalate to VBiz Tech support to retrigger another consent email.
- If the customer is insisting they did not receive the email, ask them to check their junk or spam folder for the email with this subject – Your Consent is Needed for Your Company’s Onboarding.
- If customer is insisting that they have consented, confirm from user if they’ve received the confirmation email for successful consent approval.
- Additionally, confirm from user if there is a request from the business to change email for any of the company management.
- Check in with Ops on what they can see on their end under company management on payment portal.
- Onboarding Server Error, please try again.
This happens when the server processing onboarding request is down or unavailable at the time.
Resolution
- Check in with VBiz tech (Engineering - Olanrewaju or Chisom) to ascertain the true state of things and how long the downtime will last, then advise user.
This is usually a rare occurrence.
- 404 Error
This occurs when VBiz is opened on multiple tabs in a browser, especially in approving consent.
Resolution
- Advise user to close all tabs where VBiz is open or logout and retry the consent link.
- Login issues
- How can I access the portal.
Through the website https://vbiz.ng/ or the direct URL https://business.vbank.ng/ and log in with your email address and password.
User must have been profiled on account onboarded on VBiz or accepted an invitation from a registered company to be able to log in.
- Failed to Login - Authentication failed for corporate portal (email address).
Happens when user is logging into VBiz for the first time, so the ESB doesn’t recognize the login information.
Resolution
- Advise the user to try again, if doesn’t work, ask the user to attempt Forgot Password.
- Failed to change password.
This is a password creation error. The password reset link may have been broken.
Resolution
- Ask the customer to provide the account number or affected email and route to VBiz Tech to clear the error.
- Check in with Chisom on what special characters are unrecognizable on VBiz.
- Invalid credentials
This means that the customer is using a combination of incorrect details (either username or password) to access the portal.
Resolution
- Confirm from customer that they are using the correct credentials linked to the profile.
- If they insist they are using the correct credentials, ask for the email address used and check in with VBiz Tech that it exists/is correct and advise based on tech’s feedback.
- Customer should do a password reset.
- Login Error – Error occurred while getting property values for user.
It's from the ESB (core banking)
Resolution
- Advise customer to login again. If it doesn’t work, advise customer to do password reset.
- User doesn’t exist.
This happens when a user is trying to log in with an email that doesn’t exist on our database.
Resolution
- Ask the user to confirm from the super admin what email was used to create the user or check business table on payment portal what email address is associated with user.
- Additionally, you can check with VBiz Tech on the details of all users on the account.
- Unable to login ‘something went wrong please try again.’
Core Banking Application (MIFOS) is down hence VBiz portal, which is dependent on MIFOS cannot authenticate users against the CBA.
Resolution
- Advise the customer to try again later.
- Unable to log in (This business is pending approval)
Company management or Operations is yet to approve the onboarding request.
Resolution
- Confirm from customer if the company management (business owners) has consented to the onboarding request.
- If the business has consented, reach out to Operations to approve on payment portal.
- Unable to log in (No password link received)
Here the operator hasn’t used the invite link sent to their email.
Resolution
- Advise this user to check their email (spam and junk inclusive) for the invite.
- If the user insists on not receiving the invite email, advise the user to engage the super admin on the account to re invite.
- If the super admin is unable to re invite because the status is showing invite sent, the super admin should edit the operator’s information and change their status to active.
- After the above has been done, advise the operator to do a password reset.
- If the super admin is unable to edit the operator’s details or the operator is unable to carry out a password reset, reach out to VBiz Tech with the account number and affected operator’s email address to activate the user or clear the error with password reset.
- Unable to log in (An error occurred, please use the invitation link sent to your email)
The user is most likely attempting a password reset as an alternative to using the invitation link.
Resolution
- Advise the user to use the invite link sent to their email or perform the action in item 9 above.
- Unable to sign up “Email address is not registered on platform” (claims this happens even after getting an email of successful registration)
If any client is having this issue, or reports a fresh related issue, get details of the company name, the email address used to register, the account number, registered phone and escalate to the App support Team, copying Chisom Mkparu, Babatunde Daniel and Product team for investigation.
*Check in with Chisom on this.
- Cannot view account on V App (must be profiled on VBiz portal)
Currently on the Vbank app users are unable to view corporate account details. VBiz is for corporate account management.
- Transactions
- Limits on VBiz.
There’s no limit to the value of transactions that can be done on VBiz daily, but the single transaction is ₦10m. However, for there’s no limit for intrabank transfers (V to V) on VBiz.
- Transaction failed.
Core Banking, (mifos) which is used to perform transfers did not return a successful response.
- Invalid OTP
This means that OTP validity has expired. Today we send OTP to the registered email and phone number.
Resolution
- The user is expected to use the resend OTP button to generate another value and use it before it expires.
- OTP Delay or Downtime
Here, users are not receiving OTP via SMS and email.
Resolution.
- Advise user to check email if OTP did not drop via SMS (this could be because of network from their service provider or our own service provider, Hollatags)
- If OTP did not deliver via email, this is usually a bank wide issue, escalate to VBiz Tech
- The ‘make a transfer’ button is unclickable.
Advise the user to confirm that ALL the required details needed for the transfer have been provided – source account, beneficiary bank, beneficiary name, and amount.
- And if the batch button is turned on for bulk upload/transfer, the user is expected to label the bulk payment and proceed.
- Can’t see the ‘make a transfer’ button on dashboard (user does not have the right permissions)
Any user with initiator access can see this option. Firstly, confirm what role that this user has, user can check this under user management option on dashboard. The agent can also check for user details on the payment portal.
- I can’t find a bank on the beneficiary bank list.
Reach out route to VBiz Tech (application support copying Products) to update on VBiz.
- Unable to generate a statement of account/transaction report.
Any user on an account can view transaction reports or request account statement. This option can be found under Analytics and Reports located on the left side of the screen.
Resolution
- If user is not getting the statement or there’s a delay in receiving the statement, reach out to Operations with the account number and duration to treat.
- User management
- I can’t add users on account.
It is only the Super admin who make changes to user roles - add, disable, and assign roles.
User roles that exist on the portal are.
- Initiator – can initiate or raise payments on account.
- Verifier – checks details of the payment logged and can approve or reject.
- Authorizer – can approve or reject payment for processing.
- Viewer – can see activities happening on account but cannot take any action asides requesting statement.
The option to see users and their roles can be found under User Management located on the left side of the screen.
- Workflow on account.
There are two workflows that can exist on an account.
- Sole Operator - one person will initiate and authorize transactions. Under this flow, the super admin can add new users and assign ONLY viewer roles.
- Multiple operators - there will be other users who will perform different activities (Initiator/Verifier/Authorizer). There’s no limit to the number of users that can be added to an account.
Please note that it’s the super admin who chooses the workflow during onboarding.
If a customer wants workflow to be changed, ask that an instruction on company’s letter head, signed according to mandate to be provided and route request to App Support/Tech to treat.
- Add a new user to my account.
A super admin can add new users to the account, please advise customer to get super admin on the account to add a new user and assign role.
*** Details needed to create a new user are.
- BVN
- ID type & number
- Email address
*** If a customer is requesting for the bank to add a new user, engage customer to get the super admin to do this. Refer to the training slides on how this can be done and educate them.
- There’s no super admin on my account to add new users.
The customer should state the request in an instruction on the company’s letterhead on who they want to be profiled as the super admin and route request to Application/Tech.
If the said user is not created on the account, the following details should be added to the instruction.
- Email address
- Phone Number
- First Name
- Middle Name
- Last Name
- Gender
- Address
- BVN
- NIN
- DOB
- Role
*** Please note that another role must be included to the super admin.
This is because if the super admin tries to change role, he/she would lose super admin access and take up the new role only.
- Other Requests
Any changes or adjustments the customer is requesting to be made to the corporate account must be stated in an instruction on the company letterhead.
Customer instruction should also be routed to Ops to confirm it is signed according to the mandate. This is your first level check (basic validation).
- Change of account details - email address
If it’s the company’s email address, ask the customer to make the request in an instruction on company letter head for a change of company’s email and route to Ops to change on MIFOS, then to IT to update on middleware.
If it is on user/operator level, ask customer to provide instruction on company letter head requesting a change of user’s email and route to Tech/Application Support.
- Account officer request
For now, the system doesn't assign a dedicated account officer to companies. They can reach out to the relationship manager that referred them or contact CX when they need support.
- Deactivate phone number.
Operations handle notification requests. To disable phone number on corporate account, the customer should state request on company’s letterhead and route to Ops to treat.
- Debit Card Request
Today, card request is not enabled on VBiz, however, if a customer is requesting for one, the request should be stated in an instruction duly executed according to mandate and route to Ops to treat.
Note that debit cards are issued on sub-accounts only.
- Password reset request (backend):
When a user requests a password reset, follow the process below
(account without an account officer):
Kindly advise the user that the request for password reset should come from the super admin.
Once Super admin responds, we contact him/her:
"We received a request for password reset for a user on your corporate account, kindly confirm if you are aware of the request by providing the concerned account number, email address and phone number of the user. Once provided, escalate to Vbiz tech
(accounts with an account officer): send a mail to the client and put the account officer in copy to provide approval for the password reset via the mail trail, once approval has been provided, escalate to Vbiz tech.
- Payment Portal status and meaning
- Payment Portal status and meaning
- Business – pending with the business. Company management is yet to approve/consent.
- Onboarding – Pending with Ops. Company management has approved and is pending Ops review and action.
Payment status and meaning
- Successful – transaction has processed, and beneficiary has gotten value. In cases where beneficiary claims not to receive value, ask for the session ID from sender and escalate to settlements & reconciliation team.
- Pending – authorizer/verifier is yet to approve transaction.
- Failed – transaction was not processed successfully. In scenarios where our position has been debited but beneficiary is yet to receive value, get the session ID and escalate to App Support. Reversal typically occurs within 30 mins to 1 hour.
- Unknown – Core banking/NIBSS is yet to return an absolute status of successful or failed. Transaction may still be processing, advise customer not to re attempt the transaction till a status is updated.
Account opening documentation requirements for the different business types.
Sole Proprietorship | Partnership | Limited liability | Associations, Clubs & Societies | NGOs/Trust |
Valid ID & BVN of sole proprietor. | Valid ID & BVN of Partners. | Valid ID & BVN of Directors. | Valid means of ID & BVN of at least 2 guarantors | Valid ID & BVN of all Trustees. |
Valid ID card & BVN of operators (signatories). | Valid ID card & BVN of operators (signatories). | Valid ID card & BVN of operators (signatories) | Valid ID & BVN of operators. | Valid ID & BVN of operators. (signatories). |
Proof of address (utility bill) | Proof of address (utility bill) | Proof of address (utility bill) | Proof of address (utility bill) | Proof of address (utility bill) |
2 references | 2 references | 2 references | 2 references | 2 references |
TIN (Tax Identification Number) | TIN (Tax Identification Number) | TIN (Tax Identification Number) |
| TIN (Tax Identification Number) |
CAC Documents.
| CAC Documents.
| CAC Documents
| Proof of registration (Cooperative Society) | CAC Documents
|
| Partnership Deed or consent letter form partner. | Board Resolution (Signed by 2 directors or a director and a secretary) | Minute of the meeting where it was agreed an account should be opened. | Board Resolution (Signed by 2 Trustees or a Trustee and a secretary) |
|
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| Rules/ Constitution of the society | SCUML Certificate. |