Monnify Status

Monitoring: Dear Valued Merchant,

We are writing to provide an update on our WhatsApp support channel.

While we previously communicated an expected restoration timeline, we regret to inform you that the channel remains temporarily unavailable due to ongoing technical constraints. We acknowledge the gap between expectation and delivery and sincerely apologize for any inconvenience this may have caused your operations.

Our technical teams are fully engaged and prioritizing resolution. Although a definitive timeline for restoration is not yet available, we are actively working toward a swift and stable resolution and will continue to share updates as progress is made.

In the interim, our support team remains accessible and ready to assist you through the following channels: • Live Chat: https://app.monnify.com/ • Email: [email protected] • Web Form: https://teamapt-support.zendesk.com/hc/en-gb/requests/new

We appreciate your continued patience and the trust you place in us.

Warm regards, The Monnify Team

Monitoring: Dear Valued Merchant,

Thank you for your continued patience and understanding as we work to restore our WhatsApp support channel. We understand how important this channel is to your daily operations, and we truly regret the inconvenience its unavailability may have caused you.

After working closely with our partners to ensure a stable and seamless experience, our WhatsApp support channel is projected to be fully operational by Monday, March 2nd, at 8:00 PM.

Our priority has not just been to bring the channel back online but also to ensure it functions reliably and efficiently to support your business needs without disruption.

In the meantime, our support team remains fully available to assist you through the following channels:

• Live Chat: https://app.monnify.com/ • Email: [email protected] • Web Form: https://teamapt-support.zendesk.com/hc/en-gb/requests/new

We deeply appreciate your patience, understanding, and continued trust in Monnify. Please be assured that we are committed to delivering the level of service you expect and deserve.

Warm regards, The Monnify Team

Monitoring: We are continuing to monitor for any further issues.

Monitoring: Dear Valued Merchant,

We sincerely appreciate your patience and understanding following our recent communication regarding the temporary unavailability of our WhatsApp support channel.

While we previously communicated an expected restoration time, we regret to inform you that the channel is not yet fully operational. We’re working with the relevant partners to resolve this as quickly as possible and ensure a stable, seamless experience once it is restored.

We apologize for not meeting the earlier communicated timeline and for any inconvenience this may have caused your operations. Please be assured that resolving this remains a top priority for us.

We will provide a further update by 5:00 PM today with a more specific timeline for resolution.

In the meantime, our support team is fully available to assist you through the following channels:

• Live Chat: https://app.monnify.com/ • Email: [email protected] • Web Form: https://monnify-support.zendesk.com/hc/en-us/requests/new

Thank you for your continued trust in Monnify.

Warm regards, The Monnify Team

Monitoring: Dear Valued Merchant,

Thank you for choosing Monnify and for the trust you continue to place in us.

Following our recent support system upgrade, most of our channels are fully operational. However, our WhatsApp support channel is temporarily unavailable. We understand how important seamless access to support is to your business, and we sincerely apologize for the disruption. Our team is actively working to restore the WhatsApp channel, and we expect it to be fully functional by Tuesday, February 24th, at 12:00 PM. In the meantime, our team remains fully available to support you through the following channels: • Live Chat: https://app.monnify.com/ • Email: [email protected] • Web Form: https://monnify-support.zendesk.com/hc/en-us/requests/new

Your operations matter to us, and we are committed to ensuring you receive timely, dependable assistance at every touchpoint. We appreciate your patience as we complete this final step in strengthening our support experience for you.

Warm regards, The Monnify Team

Investigating: We are continuing to investigate this issue.

Investigating: Dear Valued Merchant,

Following our earlier notice regarding scheduled maintenance on our support channels, we would like to share a quick update.

The previously announced maintenance has been rescheduled and will now take place from 11:00 PM on Friday, February 20th, to 8:00 AM on Saturday, February 21st.

This migration remains part of our ongoing efforts to improve service efficiency as we transition our support system to a new service entity.

While we do not anticipate any disruption to support services during this period, you may experience minimal delays in response times within the maintenance window.

We sincerely apologize for any inconvenience this change may cause and appreciate your continued patience and understanding.

Warm regards,

Resolved: Dear team,

Please note that this is resolved. Create mandate requests are now processing successfully.

Investigating: Dear team,

We are currently experiencing issues with creating direct debit transactions, which is causing pending or failed mandate requests. These challenges originate from NIBSS, and we are in close contact with them to get updates on resolution.

We apologize for any inconvenience caused and will provide updates as we receive them.

Thank you for your patience and understanding.

Resolved: Hello team,

This has been resolved. Disbursement transactions to Keystone bank are now processing successfully.

Investigating: Hello team,

Please note that we are receiving "Transaction timed out while waiting for destination bank" from "Keystone Bank"

Disbursements to this bank will be failing at this time.

Resolved: This has been resolved. Disbursement transactions to GT Bank are now processing successfully.

Investigating: Hello Team

We are intermittently receiving a "Beneficiary bank not available" error from GT Bank.

Some disbursement transactions to this bank will be failing at this time.

Resolved: This has been resolved. Disbursement transactions to Stanbic IBTC Bank are now processing successfully.

Investigating: Hello team,

Please note that we are receiving "Transaction timed out while waiting for destination bank" Stanbic IBTC Bank Ltd"

Disbursements to this bank will be failing at this time

Resolved: Hello team,

This has been resolved. Disbursement transactions to Union bank are now processing successfully.

Investigating: Hello team,

Please note that we are receiving "Transaction timed out while waiting for destination bank" from Union Bank.

Disbursements to this bank will be failing at this time.

Resolved: This incident has been resolved.

Investigating: This has been resolved.

Investigating: Hello team,

Please note that we are receiving "Transaction timed out while waiting for destination bank" Union Bank"

Disbursements to this bank will be failing at this time.

Resolved: Hello team,

This has been resolved. Disbursement transactions to Stanbic IBTC bank are now processing successfully.

Investigating: Hello team,

Please note that we are receiving "System malfunction by destination institution" Stanbic IBTC Bank"

Disbursements to this bank will be failing at this time.

Resolved: Hello team,

This has been resolved. Disbursement transactions to Stanbic IBTC bank are now processing successfully.

Investigating: Hello team,

Please note that we are receiving "Transaction timed out while waiting for destination bank" Stanbic IBTC Bank"

Disbursements to this bank will be failing at this time.

Resolved: Hello team,

This has been resolved. Disbursement transactions to Stanbic IBTC bank are now processing successfully.

Investigating: Hello team,

Please note that we are receiving "Transaction timed out while waiting for destination bank" Stanbic IBTC Bank"

Disbursements to this bank will be failing at this time.