Common Issues
Investment
We offer a variety of investment opportunities for individuals looking to grow their wealth. The platform provides several investment products with competitive rates, including the Cash Vault, Goals, and Flexsave. Below is a breakdown of the ...
Personal Information Security? (Are my details safe with you?)
We encrypt all of your personal data, including your identity and private account information, at the highest level possible. We never sell your information, we never share your information with unauthorized parties. We never use your BVN to access ...
Transaction alerts
We send you real-time updates on all transactions performed on your account in the form of app notifications and emails. This keeps you informed about what's happening with your money. Note: Please remember to enable notification access to receive ...
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.
Why you should set your transaction pin.
Every Carbon account is protected by a unique four-digit PIN that should only be known by the account holder. You can’t use your Carbon account without first setting your sign-in PIN. Your transactions on the app are also secured with this PIN.
Why we ask for facial identity documents
Anyone opening a Carbon account must take a photo of their face during the account opening process so that we can verify they are the one opening the account. This also helps prevent identity fraud.
Why we ask for identity documents.
We ask everyone who opens a Carbon account to give us their BVN (Bank Verification Number) and a valid ID issued by the government (valid driver’s license, permanent voter’s card, valid international passport or NIN slip). This assists us in ...
How can I change information about myself on my profile?
The following information about your personal data on the app can be changed by simply updating to the most recent version and making the change yourself, but you might still need to get in touch with support for the following details: Address. Date ...
Can I liquidate my investment at any time?
Yes, you can liquidate your Flex save and Goals investments at any time. However, liquidation for the Cash vault investments can only occur at the end of the selected tenor. Click here to watch instructional video
Is there interest in funds saved in my Carbon account ?
There is a 1% annualized interest on the cumulative funds saved in your Carbon account which is paid out on the 1st day of every month.
Withholding tax on investment
There is a 10% withholding tax on all interest accrued on every investment on Carbon
What is Goals investment
This allows scheduled investment either daily, weekly, or monthly with amounts ranging from ₦100 to ₦10,000,000 at 8.5% for unlocked and 9.5% for locked investment annualized
What is FlexSave Investment
Here you can invest as little as ₦100 to ₦100,000,000, and available investment tenors range from 28 days to 366 days, annualized interest rate is 8*% for unlocked and 9%* for locked investment.
What is Cash Vault Investment?
Qualifying investment amounts range from ₦50,000 to ₦100,000,000, interest rates range from 10% -15.5% annualized, and available investment tenors are 3, 6, 9 or 12 months.
Can I purchase items from any merchant?
You can now use Zero at any online or offline store of your choice. However, you would need to pay an additional fee of 5% of the total cost of the item. All you need to do is attach the invoice from the vendor, showing the item and the price.
Do I have to pay an initial installment?
Yes, a 25% deposit is required at the point of purchase. The balance is spread over a period of 3-6 months.
Can I block my card if it is missing or compromised?
Yes, you can. Use the "freeze card" option on the app. To freeze your debit card, follow the instructions below: Select cards at the bottom of the page. Click on “Physical card”. Just below the picture of your card, tap on “settings” and then tap ...
Why has my card request declined?
Your card request may be declined because of one of the following reasons: Insufficient funds in your Carbon account. Card not enabled for web transactions. Inputting incorrect information. The delivery address is not in one of our eligible states.
What are the applicable charges for using my Carbon card?
Your first 3 ATM withdrawals are free, while there is a charge of N35 on subsequent withdrawals in the month.
What is my weekly spending limit on ATM withdrawals and POS purchases?
Here are your weekly limits: ATM withdrawal - N500,000 weekly POS Purchase - N1m daily
How to share a receipt?
To share a receipt on Carbon you need to: Click on “recent transaction”. Tap on the transaction. Click on share receipt. Select the preferred format (pdf or jpeg) and share it on any social media channel or save it to your gallery. If it’s an old ...
How to save a beneficiary
To save a beneficiary on Carbon you need to: Click on send money If the beneficiary is new, click on “new recipient” Or select “recent transfers” if you have recently sent money to the beneficiary Input the account number, bank, amount, and remarks, ...
How to send money to your Carbon contacts? (You can transfer 30 free funds a month)
To send money to someone on your contacts: Once signed in, click on “send money”. Tap on “view all” beside Contacts on Carbon. Select the contact. Input the amount, remark, and click on proceed. Review the transaction again and enter your transaction ...
How to send money on Carbon?
To send money to a new recipient on Carbon: Once signed in click on “send money”. If the beneficiary is new, click on “new recipient”. Or select “recent transfers” if you have recently sent money to the beneficiary. You can also click on “saved ...
How to save airtime beneficiary on Carbon?
To save airtime beneficiary on Carbon kindly follow these steps: Click on “Buy Airtime” Input the beneficiary phone number and the amount.\ Enable the “save as contact” button and enter a customized beneficiary name and click on “Proceed”.
How to pay a bill on Carbon
To pay bills on Carbon you can follow these steps: Click on “Pay bills” on the homepage. Select the biller type. Input the correct biller details and enter the transaction amount. Click on “Proceed” to complete the transaction.Note: Using your Carbon ...
How do I fund my account?
You can fund your Carbon account with the steps below: Click ‘Add money’ to retrieve your Carbon account number Log in to your mobile banking app, select transfer to other banks Enter the amount you want to fund your Carbon account with. Input your ...
Why am I required to set up my debit card for repayment?
By default, your Carbon account will be debited on your due date. However, in a situation where your account is not funded, an attempt to debit your bank account is made. That is why you are required to set up your debit card before the loan will be ...
How to sign up with a referral link or code?
Click on the referral link. This will redirect you to either the Playstore or the App Store. Download the app, and sign up using your correct details. If you do not have a referral link or code, you can also sign up by downloading the Carbon app from ...
The name i registered with on Carbon is different from the name on my BVN, what do I do?
For name update, please provide your: Newspaper publication (if applicable), BVN, court affidavit, and government-approved ID card showing your correct information here for further assistance.
My name is not well arranged, how do I correct that?
Please provide a government-approved ID showing your correct name to have it rearranged for you. You can submit your ID here.
I accidentally registered the wrong Date of birth, what can I do?
If the date of birth on your Carbon account does not correspond with the information on your BVN profile, kindly provide your: BVN, and a valid Government approved ID card showing your correct date of birth here to enable us to correct this.
The phone number I registered with on Carbon is not linked to my BVN, how can I correct this?
Please confirm that you currently have access to the phone number linked to your BVN: If yes, provide your BVN and phone number currently linked to your BVN by reaching out to the support team by going to the support section of the app and clicking ...
I did not receive the verification code to verify my phone number, what do I do?
Please confirm that the phone number registered on your account is available and reachable. If not, kindly revert. If yes, also please confirm the following: Has your mobile line ever been ported from one mobile network to another? If so, kindly ...
I did not receive my verification link in my email.
If the verification link is not seen in your inbox, please check all the folders associated with your email (SPAM and Promotions inclusive).If not received, please do the following, then try again; Ensure customer@getcarbon.co is not blocked or ...
How do I verify my email address?
To verify your email, kindly click on the verify your email option on the app, you will receive a verification link in your mailbox, click on "VERIFY ME" or copy and paste the link on the mail to your web browser to have your email verified.
How to reset my Carbon pin
If you do not remember your PIN, please select 'forgot PIN' and enter the requested personal details in order to reset your PIN.
What is OTP ?
What is OTP ? OTP generally means One Time Password or PIN. One Time Password (OTP) is usually a 4-6 digit unique password sent from your bank to your mobile number/email linked to your bank account, to authenticate online transactions initiated by ...
Can I update my banking/personal information online?
If you need to update or change your certain personal details, please raise an in app support request to us on the specific profile update required, a customer success representative will respond to you with the details of what is required for the ...
I just paid back my most recent Carbon loan. How soon can I apply for another loan?
If you have successfully paid off your previous loan on time, you can re-apply for another loan within 24 hours if you have not already accessed 3 loans within 30 days and may qualify for higher credit at a lower rate.
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