Monnify Status

Resolved: This incident has been resolved and services are operating normally.

Identified: Hello team, @channel

We are currently receiving low notifications from Fidelity Bank. This issue affects payments (collections) made via Fidelity Bank accounts.

We have escalated the matter to Fidelity Bank and are actively following up with them. We will let you know as soon as the issue is resolved. Other providers, including Sterling Bank, Wema Bank, GTBank, and Moniepoint MFB, remain fully operational and are available as alternatives.

Resolved: This incident has been resolved

Monitoring: Hello team,

We are currently receiving low notifications from Wema Bank. This issue affects payments (collections) made via Wema Bank accounts.

We have escalated the matter to Wema Bank and are actively following up with them. We will let you know as soon as the issue is resolved. Other providers, including Fidelity Bank, Sterling Bank, GTBank, and Moniepoint MFB, remain fully operational and are available as alternatives.

Thank you for your understanding and patience.

Resolved: This incident has been resolved.

Investigating: Hello team,

Please note that we are experiencing some issues with payments (collections) made via Wema Bank accounts.

This has been escalated and we are actively following up with them. We will let you know as soon as the issue is resolved.

Other providers, including Moniepoint Bank, Fidelity Bank, Sterling Bank, and GTBank, remain fully operational and are available as alternatives.

Thank you for your understanding and patience.

Resolved: This has been resolved.

Transactions are now processing successfully.

We sincerely apologize for any inconvenience caused.

Investigating: Dear Team,

We are experiencing internal difficulties with the base url 'api.monnify.com' at the moment. Consequently, Merchants may encounter '503 service unavailable' while attempting disbursement/collection transactions.

The technical team is currently working on resolving this issue ASAP.

We apologize for any inconvenience this may cause and will keep you informed of our progress.

Thank you for your patience and understanding.

Investigating: Hello team,

We are experiencing an issue affecting name inquiry requests for Wema Bank Virtual Account (VA) collections. As a result, some transactions may fail at the name inquiry stage, preventing successful completion of payments via this channel.

This has been escalated and we are actively following up with them; we will let you know as soon as the issue is resolved. Other providers, including Moniepoint Bank, Fidelity Bank, Sterling Bank, and GTBank, remain fully operational and are available as alternatives.

Thank you for your understanding and patience and understanding

Resolved: This issue has been resolved

Investigating: Dear Team

We are currently having timeouts with direct debit request, which is causing pending/failed mandate requests.

These challenges originate from NIBSS. We are maintaining close contact with them to get updates on the resolution.

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

Thank you for your patience and understanding.

Resolved: Dear team,

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 is resolved. Disbursement transactions to Ecobank are now processing successfully.

Investigating: Hello team,

Please note that we are receiving "Timeout waiting for response from destination" errors from Ecobank Nigeria Plc.

Disbursements to this bank will be failing at this time.

Resolved: Hello team,

Please note that this has been resolved, and backlogs will be cleared shortly.

Investigating: Hello team,

We are experiencing internal difficulties with disbursements at the moment. Consequently, Merchants may encounter pending/failed transactions when transferring funds from their wallets to other banks.

The technical team is currently working on resolving this issue ASAP.We apologize for any inconvenience this may cause and will keep you informed of our progress.

Thank you for your patience and understanding.

Resolved: This issue has been resolved

Investigating: Dear Team,

We are encountering a high response time with the central transfer processor for banks (NIBSS), which is affecting our disbursement service.

Consequently, you may experience delays (pending disbursements) when attempting to transfer funds from your wallet to other bank accounts. These challenges are originating from NIBSS. We are maintaining close contact with them to get updates on the resolution.

We apologize for any inconvenience caused and will provide updates as we receive them. Thank you for your patience and understanding

Resolved: This has been resolved.

Transactions are now processing successfully.

We sincerely apologize for any inconvenience caused.

Investigating: Dear Team,

We are experiencing internal difficulties with the base url 'api.monnify.com' at the moment. Consequently, Merchants may encounter '503 service unavailable' while attempting disbursement/collection transactions.

The technical team is currently working on resolving this issue ASAP.

We apologize for any inconvenience this may cause and will keep you informed of our progress.

Thank you for your patience and understanding.

Investigating: Dear Valued Merchant,

We truly regret and apologize for the inconvenience the continued unavailability of our WhatsApp support channel may be causing to your operations.

Our technical teams remain actively engaged in resolving the issue and restoring the channel as soon as possible. While we do not yet have a confirmed timeline for restoration, please be assured that this remains a top priority and we will share an update as soon as the channel is fully restored.

In the meantime, our support team remains available 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 sincerely appreciate your patience, understanding, and the continued trust you place in us.

Warm regards, The Monnify Team

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,