How do I unlink my device?
This indicates that your device has been used to log into another Carbon account and your device has been linked to the account.
You can only UNLINK a device from another account after 90 days of completing a loan repayment (if there is a loan record on the account), and the app last being accessed by that individual.
Please raise a support ticket from the app by clicking the '?' icon on the landing page and provide us with your account details for further assistance.
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What can I do when my device has just been changed and my transaction amount has been limited?
When you attempt to login into your existing Carbon account on a new device, this means that your device is untrusted and need to be confirmed. You will receive an email notification that a new device has been set up on your profile with the device ...
How do I check my BVN?
From your mobile device, dial *565*0#. This will only work if you are making the request from the phone number currently linked to your bank account.
Enter the OTP code sent to your phone to complete the transaction
Description of problem This error indicates that you abandoned the transaction at the point of authentication. Solution(s) Please retry the transaction and provide the OTP sent to your token device to complete the transaction If you don’t currently ...
Kindly enter the OTP sent to {mobile number} and/or {email}
Description of problem This error indicates that you abandoned the transaction at the point of authentication. Solution(s) Please retry the transaction and provide the OTP sent to your token device to complete the transaction If you don’t currently ...
You can secure your account using biometrics
The Carbon app is enabled for biometrics (fingerprint and Face ID options) to add an extra layer of security when you’re signing in to the app or authorizing transactions if your device has a fingerprint scanner or Face ID.