Help centre

What is Vaultly?

Vaultly is a digital finance app from PayLab. Hold a naira balance, send and receive money, pay bills, save toward goals, spend with a card, and borrow when you need to, all in one place.

How do I create an account?

Sign up with your phone number and email, verify your identity with your BVN or NIN and a government-issued ID, then set a passcode and turn on Face ID.

Is Vaultly a product of PayLab?

Yes. Vaultly is built and operated by PayLab.

Which countries is Vaultly available in?

Nigeria only, for now.

What currency can I hold?

Naira. Vaultly does not offer foreign currency accounts or international transfers.

How do I add money?

Tap Add money on the home screen and choose how you want to fund the wallet.

Is my money protected?

Customer funds are held separately from Vaultly's own money, in a designated account with a bank licensed by the Central Bank of Nigeria. We do not lend your balance out. Your wallet is electronic money rather than a bank deposit, and it does not earn interest unless you place it in a SafeLock.

Where do I see my total balance?

Your home screen shows your balance across accounts, with a Net Worth view summarising everything.

Can I send money to a bank account?

Yes, to any Nigerian bank account.

Can I send money to other Vaultly users?

Yes, to saved contacts inside the app or by their Vaultly handle.

Can I request money from someone?

Yes.

How do I know where my transfer is?

Open the transaction. Every transfer shows named steps you can follow: sent, on its way, confirmed by the bank, delivered. Each step is timestamped.

What if a transfer does not arrive?

Our monitoring usually spots it before you do, opens a case and puts a person on it. You will see the case in the app with its reference. If you notice first, raise it from the transaction and you will get the same. We chase the receiving bank ourselves and will not ask you to call them or dial a USSD code.

What if I sent money to the wrong account number?

Tell us straight away. Once a payment reaches the account you gave us, it may not be recoverable, but we will make real efforts to get it back, tell you what we find, and give you the information you need to pursue it yourself.

What bills can I pay?

Airtime, mobile data and internet, electricity (prepaid and postpaid, for example IKEDC), cable television (for example DStv), betting top-ups (for example SportyBet), and examination fees (for example WAEC).

How do I pay an electricity bill?

Choose Pay Bills, select Electricity, enter your meter number, choose prepaid or postpaid, and confirm.

Do I get a receipt?

Yes. Every successful payment produces a receipt you can view, download or share.

The biller has not credited me. What now?

Raise it from the transaction. We pass your payment to the biller and cannot fix a fault in their systems, but we will chase it and keep you updated with a case reference.

What is a Savings Vault?

A separate pocket for one goal, such as rent, school fees, a trip or an emergency fund, with a target amount and a deadline.

What is SafeLock?

Savings locked until a date you choose. The interest rate, the maturity date and any early-exit charge are shown before you commit, and those figures are what govern your SafeLock.

Can I set up recurring savings?

Yes, at a frequency you choose.

Can I withdraw early?

From a standard Vault, yes, at any time. From a SafeLock, only after the lock period ends, or earlier on the terms shown to you when you opened it.

Do you offer virtual and physical cards?

You can create a virtual card instantly. Physical cards are available on request.

Can I freeze my card?

Yes, instantly, and unfreeze it just as quickly. You can also cancel a card permanently and order a replacement.

Do you support cardless withdrawal?

Yes, for getting cash without your physical card.

Does Vaultly offer loans?

Yes, to eligible customers, over 15, 30 or 60 days.

What will a loan cost me?

You see the whole cost before you accept: the amount you receive, the interest, the processing fee, the total repayable, the annual percentage rate and the due date. As an example, ₦50,000 over 30 days is ₦4,000 interest and a ₦1,000 processing fee, so ₦55,000 repayable. There are no other charges.

Will you ask for access to my contacts?

No. We never request your contacts, your gallery or your call logs, and we never make access to them a condition of borrowing. If you fall behind, we contact you and nobody else.

What happens if I repay late?

A fee of 0.1% of the amount borrowed applies per day, capped at 10% of the amount borrowed in total. It cannot grow past that cap.

Can I repay early?

Yes, in part or in full, at any time. It reduces what you owe immediately.

Can I change my mind?

Yes. Within 3 business days of receiving the money you can cancel by repaying the principal plus the interest accrued to that day, and nothing else.

I am struggling to repay. What should I do?

Tell us before the due date if you can. We will talk through a repayment arrangement, and asking costs you nothing. We would much rather agree a plan than pursue a debt.

Do you report to credit bureaux?

Yes, as regulation requires. We will tell you before we report a default.

Does Vaultly track my spending?

Yes. Transactions sort themselves into categories such as groceries, transport, entertainment and shopping.

Can I see my full history?

Yes, under Transactions or Statement, with the detail behind every entry and the option to export as PDF or Excel.

How do I dispute a transaction?

Open the transaction and choose to report a problem. You get a case reference you can track, and a written outcome.

How does Vaultly keep my account secure?

A passcode you choose, optional Face ID or fingerprint that never leaves your device, identity verification before you can move money out, encrypted connections, and continuous monitoring of transactions in flight.

What if money leaves my account without my authority?

We refund it, unless we can show you acted fraudulently or with gross negligence. We refund first and investigate afterwards where the facts allow. Tell us at security@vaultly.app or in the app as soon as you notice.

Someone is trying to access my account.

Change your passcode immediately, check Face ID is set up only on your device, and contact security@vaultly.app so we can review recent activity.

Will Vaultly ever ask for my PIN or a one-time code?

Never. Anyone who does is not us, no matter how convincing they sound.

What if I forget my passcode?

Use Forgot Password on the sign-in screen and follow the prompts to reset it securely.

How do I make a complaint?

In the app under Help and Support, or by email to complaints@vaultly.app. Tell us what happened and what you would like us to do.

How long will it take?

We acknowledge within 1 business day with a case reference, and aim to give you a written answer within 14 days. If it is complex we tell you why and update you at least every 7 days.

What if I am not satisfied with the answer?

You can escalate to the Consumer Protection Department of the Central Bank of Nigeria at cpd@cbn.gov.ng, or to the Federal Competition and Consumer Protection Commission. You can do this if you disagree with our answer or if 30 days have passed without one.