General & Account Access
- How can I get a loan?
To get a loan on Aella, log in to the App, click on the Loans tab, and apply for a loan.
Eligible customers will see available loan offers on the Loans section of the app.
Loan approval is determined by our algorithm subject to internal checks and credit assessment.
- I want to change my email address
To change your email address, please contact support@aellacredit.com providing a written instruction and a valid ID.
- How can I update the phone number on my account?
Phone number updates require verification. Kindly contact Aella Support from your registered email address.
Onboarding, BVN & NIN Issues
- I’m unable to validate my BVN to log into my account
Please ensure the BVN entered is correct and matches your personal details. Kindly also confirm that your phone number is linked to your BVN. If the issue persists, please contact Aella Support
- I’m trying to sign up on the app, but it keeps rejecting my BVN
BVN rejection may occur due to incorrect details, network issues, or if the BVN is already linked to an existing Aella account. Kindly contact Aella Support if the issue persists
- I’m trying to sign up, but my BVN is linked to an existing account
This means your BVN is already on record. Please log in using your existing account details or contact Aella Support if you no longer have access.
- I’m unable to link my NIN on the app
Ensure your NIN details match your BVN information exactly. If the issue continues, please reach out to Aella Support for manual verification.
OTP & Login Issues
- I’m trying to reset my password, but I’m not receiving OTP
Please reconfirm your network connection and registered contact details. Also check your spam folder if sent via email. If the OTP delay persists, please contact Aella Support.
- I’m trying to log in, but I’m getting “Unrecognized Device”
For your security, Aella restricts logins from unknown devices. Please follow the on-screen verification steps or contact Aella Support for assistance.
- I’m getting “this device is currently being used by another user”
This happens when multiple accounts are attempted on the same device. Kindly log out fully or contact Aella Support for assistance.
Wallet, Transfers & Payments
- I made a transfer, but it is still pending.
Transfers may have a 'pending' status due to network delays. If your account has been debited, the transaction will either be completed or reversed within 24 hours.
In the event that the transaction fails but doesn't reverse, please report it by;
- Select the transaction from the transactions list. This will open the transaction’s information.
- At the end of the page, select ‘Something went wrong’ to report the failed transaction
- I funded my account via card, but I’m yet to receive it
Card funding delays are usually temporary. Kindly wait a few minutes and refresh the app. If the debit reflects without giving value to your wallet, please contact Aella Support with the transaction details.
- I have a failed POS transaction
Failed POS transactions are typically reversed automatically. If the debit is not reversed within 24 hours, the failed transaction can also be logged on the mobile app via the dispute section. Otherwise, please contact Support
- I paid for electricity, but I haven’t received my token
Please allow a short while for processing. If the token is still not delivered and your account was debited, please contact Aella Support with the transaction reference for resolution
- I bought airtime, but I didn’t get value
Airtime purchase issues are usually resolved automatically. If the debit persists without giving value after a short while, please log the dispute on the mobile app via the dispute section or contact Aella Support.
- I received my reward, but I can’t find the money
Rewards are typicallly credited to your Aella wallet. Please refresh the app. If it’s still not visible, contact Support for clarification.
Savings & Investments (Chest Lock)
- I want to liquidate my Chest Lock
Chest Lock liquidation is subject to the terms of the Savings Plan. It is adviseable to allow it reach maturity and earn interest. In the event of an emergency, please contact Aella Support for assistance.
- My Chest Lock is due, but I’m yet to receive my funds
Matured Chest Lock funds are usually credited automatically. If there’s a delay, please contact Aella Support for assistance.
Loans & Credit Reporting
- Why is my loan still pending?
Loan applications go through verification and credit checks. Pending status means your application is still being reviewed. Please also ensure that all required steps has been completed
- I’ve cleared my loan, but the Credit Bureau report still shows I’m owing
Credit bureau updates are not instant; they typically take 48 – 72 hours.
If the issue persists after the update window, please contact Aella Support.
- I need a Letter of Non-Indebtedness
To request for a Letter of Non-Indebtedness, please contact Aella Support.
Cards
- How can I get my card details?
Your Ctrl Card information can be accessed via the Cards section of the app. Physical card details are not shared for your security
.
- How can I reset my card PIN?
You can reset your card PIN directly from the Cards section of the app by following the on-screen instructions.
- When will I receive my card?
Card delivery timelines vary by location. You’ll be notified once your card is dispatched. Please contact support for further details
Account Restrictions
- Why is my account frozen?
Accounts may be frozen for compliance reviews, incomplete verification, or suspicious activity.
Please contact Aella Support for clarification and resolution.