1. SELF PND (SELF-SERVICE DEBIT BLOCK) – CUSTOMER FAQs

General

1. What is PND?
PND (Post No Debit) allows you to block all outgoing transactions on your account for security.

2. What happens when I activate PND?

  • You cannot send money, withdraw, or make payments

  • You can still receive money

Activation & Deactivation

3. How do I activate PND?
Go to Profile → Account Preferences → Toggle “Block Debit Transactions”.

4. How do I remove PND?
To deactivate:

  • Toggle off the “Block Debit Transactions” button

  • Complete face verification

  • Enter your transaction PIN

5. What if I fail verification?
After multiple failed attempts, your account remains blocked and you’ll need to try again later or to contact our support team via support@vbank.ng if the issue persists.

6. How long does PND activation take?
 PND is applied instantly once you turn it on.

7. How long does it take to remove PND?
 PND is removed immediately after successful verification.

Security

6. Why should I use PND?
Use it if you suspect fraud, lost your phone, or want to temporarily secure your account.

7. Will I be notified when PND is activated or removed?
Yes. You’ll receive alerts via email and in-app notification.

8. Can I still receive money when PND is active?
 Yes. PND only blocks outgoing transactions. You can still receive funds.

9. Does PND block card payments and bill payments?
 Yes. All debit transactions, including transfers, withdrawals, airtime, and bill payments, are blocked.

10. Why can’t I deactivate PND?
You must complete face verification and enter your transaction PIN. If verification fails multiple times, make sure you’re in a well lit environment. Contact our support team via support@vbank.ng if the issue persists.

11. Can the bank place PND on my account?
 Yes. In some cases, PND may be placed for security or regulatory reasons. You’ll need to contact support for resolution.

12. Will PND affect incoming transfers from other banks?
 No. You can still receive money from any bank while PND is active.

15. Can I still log in to my account when PND is active?
Yes. You can log in and view your account, but you won’t be able to perform debit transactions.

16. What should I do if I didn’t activate PND myself?
Contact support immediately via support@vbank.ng or call the support line 02012271396 to secure your account.

17. Does PND expire automatically?
No. PND remains active until you manually deactivate it or contact support.

2. SAFE MODE – CUSTOMER FAQs

General

1. What is Safe Mode?
Safe Mode is a security feature that protects you in high-risk situations by limiting what others can see on your account.

2. How does Safe Mode work?
When activated, only a small portion of your account balance is visible based on preset percentage during setup, while your full account remains protected.

Setup & Usage

3. How do I set up Safe Mode?
Go to Profile → Security → Safe Mode →Set up Safe Key → Choose how much balance should be visible.

4. How do I activate Safe Mode?
Log in using your Safe Key instead of your normal password.

5. Can I still use my account in Safe Mode?
Yes. You can still perform transactions normally based on preset balance percentage.

6. Can I use biometrics (Face ID/Fingerprint) to activate Safe Mode?
 No. Safe Mode is only activated when you log in using your Safe Key.

Important Notes

7. Will others know I’m using Safe Mode?
No. The app will appear normal.

8. Will I get a notification when Safe Mode is used?
No notifications are sent to avoid alerting anyone in a risky situation.

9. What is the difference between Safe Mode and PND?

  • Safe Mode hides part of your balance for safety

  • PND blocks all outgoing transactions

10. Does Safe Mode block transactions?
 No. You can still perform transactions normally while in Safe Mode.

11. Why is my balance showing lower than expected?
 This happens when you log in using your Safe Key. Only a portion of your balance is displayed.

12. How do I return to my normal account view?
 Log in using your regular password or biometrics to see your full balance.

13. Can I turn off Safe Mode?
 Yes. You can edit or remove your Safe Key from your security settings.

14. What happens if I forget my Safe Key?
 You can reset it from your security settings after verifying your identity.

15. Will my transaction history look different in Safe Mode?
 No. Your transaction history appears normal.

16. Is Safe Mode always on after I set it up?
 No. It only activates when you log in using your Safe Key.

17. Can Safe Mode fail to activate?
 Safe Mode will only activate if the correct Safe Key is entered.

18. Should I use Safe Mode during fraud or theft?
Safe Mode is best used in situations where you are under pressure. For fraud cases, activating PND is recommended.