@ease wallet

Q: How can I open a Stanbic IBTC @ease wallet?

You can open an @ease wallet through any of our digital channels:

USSD: Dial *909*9# and follow the simple prompts to create a wallet.

Mobile App: Download the Stanbic IBTC Mobile App from your Google Play Store or iOS App store; select the @ease module; and follow the simple prompts to create an @ease wallet.

Agent location: Visit any Stanbic IBTC @ease Agent or any Shared Agent Network Expansion Facilities (SANEF) Agent location nationwide and ask to open a Stanbic IBTC @ease wallet. You can also request an @ease debit card at any of the agent locations.

What do I need to open an @ease wallet?

A valid phone number, Bank Verification Number (BVN) or National Identification Number (NIN) is required to open an @ease wallet. Other information like gender, date of birth, and residential address will also be required.

A wallet will be created with the details validated from the Bank Verification Number (BVN) or National Identification Number (NIN) provided.

What is my @ease wallet number?

Your @ease wallet number is your phone number without the first zero (that is, the last ten digits of your phone number). This is the number you should present any time you are asked for your account number. For example: 8012345678.

Q: What class of wallet is assigned to me when I open an @ease wallet?

A basic wallet is opened when you open an @ease wallet, with a daily maximum transaction limit of N50,000 and a maximum cumulative account balance of N300,000.00.

Q: What can I do when I open an @ease wallet 

• Open a wallet for self, friend and family. 
• Send and receive money 
• Airtime purchase 
• Bill payment 
• Withdraw cash from any of our partner agent or any ATM 
• Get an instant debit card from partner agents and link it to @ease wallet
• Access to micro-health insurance
• Self-link an @ease debit card to @ease wallet

Q: Can I open wallet in my corporate name?

No, you cannot open a wallet in your corporate name. You can only open a wallet in your personal name as it is captured on your government issued valid ID card; because you may be required to produce the ID card to prove ownership of your wallet in the event of wallet restrictions. 

Wallet Debit Card Requests and Activations

Q: How can I get an @ease wallet debit card?

You can request for an @ease debit card at any of our agent locations and at any Stanbic IBTC Bank branch close to you. You will pay a fee of N1,075 (VAT inclusive) for the debit card.

Q: How do I link my card to my wallet?

Linking your @ease debit card is easy!

You can link a debit card to your @ease wallet via USSD on *909*9# or the Mobile App by selecting the 'Activate Card' menu.

All you require is the serial number provided in the welcome letter that comes with your @ease debit card and follow the simple prompts. You will receive a default PIN which you can change at any Stanbic IBTC ATM.

Wallet Transactions – Deposit and Withdrawals

Q: Can I withdraw money from my @ease wallet over the counter in a Stanbic IBTC branch?

No. You cannot withdraw from a Stanbic IBTC branch.

Q: What is my 4-digit PIN?

PIN stands for Personal Identification Number and it is created when you open your wallet. Your 4-digit PIN is used to log in to your @ease wallet and authorise all your transactions.

Q: How much am I charged for transfers to other banks?

Transfer to other @ease wallets or Stanbic IBTC accounts is free, while a charge of N10 plus VAT will be charged for transfers made to accounts in other banks.

Q: Can I view my transaction history?

Yes! You can view your transaction history when you log in to the App and follow the steps below:

• Select "Transfers"
• Select "Transaction history"
• Adjust the date to reflect the period you want to view

Q: How can I deposit into my @ease wallet?

You can fund your @ease wallet by:

• By transferring money from your Stanbic IBTC Bank account or other bank accounts or wallets
• You can also visit any Stanbic IBTC partner agent location or any authorised agent location and request to deposit cash to your wallet.

Q: Can I fund and start transacting as soon as I open my wallet?

Yes. Your wallet is active as soon as it is opened, and you can deposit into your wallet by transferring from other bank accounts or cash deposit at any authorised agent location.

Q: How can I withdraw cash from my @ease wallet? 

You can withdraw from your @ease wallet by: 

Option 1: Visiting any Stanbic IBTC partner agent location nationwide and request to cash-out from your wallet using the ‘Withdraw cash’ by transferring to the agent via the @ease App or USSD.

Options 2: Use your @ease debit card to withdraw cash from any ATM or Bank agent POS (coming soon: withdrawal with your @ease debit card on any Bank Agent POS) 

Q: How much are the transaction fees on my wallet?

SMS alerts for transactions are charged at the rate of N4. The sum of N6.98 will be charged for each attempt on the USSD channel and this amount will be deducted from your wallet. Transfer to other @ease wallets or Stanbic IBTC accounts is free, while a charge of N10 plus VAT will be charged for transfers made to accounts in other banks 

Q: What is the minimum balance I can maintain on my @ease wallet?

Zero. Your @ease wallet has no minimum balance.

Q: What currencies can I transact in on my wallet?

You can transact only in Naira on your wallet.

Complaints; enquiries and feedback

Q: I can’t remember my PIN. What should I do?

You can either use the ‘Forgot PIN’ feature or call or send an email to our Customer Contact Centre on 0201 422 2222 or 0700 909 9099 or [email protected].

Q: How secure is my wallet? 

Your @ease wallet is very secure. Your wallet profile is tied to your mobile phone and all transactions on your @ease wallet are authorised using your PIN. Remember to never share your PIN or secret word with anyone.

1. Secret PIN: All wallets are protected by a four-digit secret pin which is needed to log in and authenticate all transactions. 

2. Device binding: your wallet profile is tied to the mobile device used during sign up. Therefore, your wallet cannot be accessed from any other device unless you unbind it.

Q: What happens if my phone or SIM is lost or stolen? 

Call or send an email to our Customer Contact Centre on 0201 422 2222 or 0700 909 9099 or [email protected] and request for your profile to be deactivated. As soon as you buy a new device or retrieve your SIM card, reset your PIN using the ‘Forgot PIN’ feature or call our Customer Contact Centre.

Q: How can I contact Stanbic IBTC @ease Customer Contact Centre? 

You can reach our 24/7 Customer Contact Centre via any of the following means: 

• Phone Number: 0201 422 2222 or 0700 909 9099
• Email: [email protected] 
• Mobile App: An enquiry or complaint can be submitted via the user feedback feature on the Mobile App.

Q: What can I do when I call the Customer Contact Centre?

The Customer Contact Centre is equipped to:

• Reset customer's PIN
• Reset customer's secret word
• Reset customer's profile
• Confirm transaction status
• Lock or unlock customer's account or profile
• Receive and escalate failed transactions for resolution
• Provide customers with the nearest agent location
• Educate customers about @ease wallet features

Q: How do I subscribe for the Wellahealth Micro health insurance?

• Log in to your @ease module on the Stanbic IBTC Mobile App
• Click on the Insurance icon at the bottom of the App
• Click on 'Get Started' and select a health plan of your choice
• Fill in your details as required.
• Agree to the terms and conditions.
• Subscribe

Q: What can I do if I am unable to perform transactions on my @ease wallet?

Please send a complaint to [email protected] along with a copy of your valid government-issued ID card for assistance.

Q: I can't remember my secret word. What should I do?

Call or send an email to our Customer Contact Centre on 0201 422 2222 or 0700 909 9099 or [email protected] to reset your secret word.