Frequently Asked Questions
Want to know more about our range of products? We got you covered!
OneBank
What is OneBank?
OneBank is a 100% Digital Bank! In here, you can open an instant account, send and receive money, pay bills, buy airtime & data, invest and get a loan all in one place.
It offers you a new way of life with exciting features, excellent user experience, and top-notch security.
OneBank is powered by Sterling Bank.
What are the features?
OneBank was created to offer you convenience.
On OneBank, you can:
- Open an account within minutes from the comfort of your mobile.
- Request a debit card one and we will bring it to you.
- Send money to friends and family within seconds.
- Pay bills with a few clicks, from electricity, to cable TV, to Internet Services.
- Budget like a pro and make better spending decisions.
- Seamlessly buy Airtime and Data plans for yourself or loved ones.
- Request money from friends & family via a payment link.
- Say goodbye to currency conversion hassles with the FX Swap feature.
- Get a line of credit to cover emergency expenses with the Verve Ultra Card.
And much more.
What do I do on my first Login to the New App?
Launch OneBank and enter your username and password to login to the app.
Once this has been validated successfully, an OTP will be sent to your registered phone number and email. Input the OTP to validate you are the one signing into the app and continue.
If you have forgotten your username or password, do not worry. Click on the forgot password option, and follow the steps below.
- Provide your account number
- Supply the OTP sent to your registered phone number
- Provide the answer to a security question
- Input your transaction PIN
- Select the option you forgot
- For Password, create a new password and confirm once done.
- Go back to the login page, supply your username and new password to login.
How do I setup my Biometrics?
Here’s a guide to set up your biometrics:
- Log in to the app with your username and password.
- After signing in, go to the Menu and choose Manage Profile.
- Scroll down to Device Authorization and turn on the toggle button.
- Confirm by entering your transaction pin.
- Once validated, you can now access the application using your biometrics.
How do I register on OneBank?
You can join OneBank using any of the following methods
A. You already have an account with Sterling?
- Provide Account Number, and select means of validation (OTP, Card, USSD)
- For OTP and USSD, a code will be sent to your registered phone number on your bank account.
- For OTP, use the code sent to your registered number on the app
- Dial the code shared from the same number for USSD and follow the prompt
- For Card, you will be required to provide your card details to proceed
- After validation, you will be required to create your login credential and transaction PIN
- After the step above is completed, login with the credentials and follow the prompts to create security questions.
B. You do not have an account with Sterling?
- Onboard with BVN
- You provide your BVN, Name and DOB
- OTP is sent to your BVN registered email and phone number
- After validation, you will be required to create your login credential and transaction PIN. A Tier 1 account will be created, which you can start transacting from to a maximm
- After the step above is completed, login with the credentials and follow the prompts to create security questions.
What do I need to open an account through OneBank?
There are different account types with the most basic requiring just you:
- Wallet Account – Personal information
- Financial inclusion Account – BVN and personal information
- Savings/Current Account – BVN, personal information, valid means of ID, e-signature, and referees’ information (Current Accounts only).
What are the benefits of registering a OneBank app?
A. To upgrade your Tier 1 or wallet account to a full account, follow these steps:
- Click on the upgrade button on your Tier 1 account card on the dashboard.
- Capture a well-lit selfie for facial verification. Proceed to documentation after successful verification.
- If facial validation fails, click on proceed to continue.
- Choose ID card type for verification.
- Enter your ID number. For NIN, generate the 16-digit Virtual NIN number by dialing *3463*Your NIN number*471335# on your registered mobile number.
- Upload images of your ID card and signature specimen.
- Provide your residential address (ensure you are at your current address for automatic verification using OkHi).
- Submit once all steps are completed.
- Voila, your account has been successfully upgraded.
B. To upgrade your Wallet account to a full account, kindly follow the steps outlined below.
- Tap on the upgrade button on the wallet account visible on the dashboard.
- Select preferred account type.
- Provide your employment status.
- Provide and validate your BVN.
- Capture a well-lit selfie for facial verification. Proceed to documentation after successful verification.
- If facial validation fails, click on proceed to continue.
- Choose ID card type for verification.
- Enter your ID number. For NIN, generate the 16-digit Virtual NIN number by dialing *3463*Your NIN number*471335# on your registered mobile number.
- Upload images of your ID card and signature specimen.
- Provide your residential address (ensure you are at your current address for automatic verification using OkHi).
- Submit once all steps are completed.
- Voila, your account has been successfully upgraded.
How do i perform transactions like funds transfer, airtime recharge and bills payment?
Launch OneBank and login. On the landing page, tap “Send Money” to transfer funds to yourself or another beneficiary. Tap “Airtime” to purchase Airtime for yourself or others, or tap “Bills Payment” to pay bills like Cable TV bills, Electricity, Internet subscription etc.
How do I set a new password after forgetting my current password?
Launch and at the login page, tap “Forgot Password” and follow the prompts. You will need your account number, access to your registered phone number and other validation steps to complete this process.
What is the transaction limit of my account(s) on OneBank?
The default daily transaction limit per customer on OneBank is N500,000. However, you can do self-upgrade using your valid debit card or Facial recognition.
Maximum Daily transaction limit for a Wallet account is N50,000
Maximum Daily transaction limit for a full KYC account is N25,000,000
How do I increase or decrease my daily transaction limit?
Once you login to OneBank, proceed to Menu, then Transaction Limits to set your preferred daily transaction limits.
How do I refer prospective customers to OneBank?
Launch OneBank, login and tap “Menu” on the NavBar. Scroll down and tap “Referrals”/”Share the Vibe” and follow the prompts.
I can’t see my referral code, how do I access it?
Log in to OneBank and tap on the Profile icon. You will see your referral code at the top of your Menu page.
What android devices does the app support?
OS 6 and above. Upgrade your Android OS, to download OneBank and get the best of it.
What are the benefits of registering a OneBank app?
You get to have your Bank on your phone. Make payments, borrow, invest easily. You can also make a little buck by inviting people using your referral code.
Can I swap or exchange money from my USD to my Naira account?
Absolutely, simply select the FX Swap option from the main menu and follow the prompts to get instant value in your Naira account.
Can I operate OneBank from abroad?
Yes, you can operate your OneBank app from abroad as a as a full account holder with BVN or as a Wallet user without BVN
My OneBank is blocked, what do I do?
Call us on 07008220000 or send us an email at [email protected]. Alternatively, you may visit the nearest Sterling Bank branch to you.
What do I do if someone calls or sends a message to me, claiming to be from Sterling and is requesting for my OTP and other security information?
DO NOT disclose your security information under any circumstance. Disconnect the call immediately and call our One Customer Centre on 07008220000 to confirm genuity of the call and resolved any pending issue on your account.
What do I do if I have given out my security information to suspected fraudsters?
Block your account immediately by dialing *822*911# from any mobile number and follow the prompts. However, you must be a registered Sterling USSD user to do this. Register on USSD now by dialing *822# then click “Registration” and follow the prompts.
USSD
How can I register for the Service?
You can automatically register for the service if you are an account holder by dialing *822*1*NUBAN# OR the system automatically prompts you to register when you try any transaction. As part of the registration process, you will be required to create a PIN to enable you access the Intra and Inter Bank transfer services on the USSD platform. Corporate account holders are not eligible.
Do I need to have airtime on my Phone line to access this service?
For airtime purchase on Airtel, Etisalat, GLO and MTN, you do not need to have airtime on your phone.
What is the maximum amount of airtime i can buy?
You can buy up to N20,000 airtime in a single purchase, and N20,000 limit per day.
What is the maximum amount I can transfer?
You can transfer up to N20,000 per transaction with PIN 1, and up to N100,000 per transaction with PIN 2, with a daily limit of N100,000 for savings and current account.
What happens if my transfer or airtime top up fails and my account has been debited?
An auto reversal to credit your account will be effected within 24 hours. If this does not take place, kindly contact our Contact Centre on 07008220000 or send an email to [email protected]
What can I do if I misplace my phone?
Call our contact Centre to disable USSD service on your account.
How secure is the USSD service?
You are required to set and confirm your PIN (4-digit) at the point of registration. This PIN is personal and should be kept safe. Also, you will be prompted to create a PIN 2 using your debit card, if you wish to transfer above N20,000 per transaction.
Charges Applicable
Transfer – within Sterling – N21.5 (VAT inclusive)
Other banks –
- N0 – N5,000 : N10.75 (VAT inclusive)
- N5,001 – N50,000 : N26.88 (VAT inclusive)
- N50,001 and above : N53.75 (VAT inclusive)
Check Account Balance – N10.75 (VAT inclusive)
Retrieve Account Number – N10.75 (VAT inclusive)
Bill Payment – N107.5 (VAT inclusive)
Merchant Payment – N21.5 (VAT inclusive)
Doubble
What is Doubble?
Doubble is an automated investment platform from Sterling Bank where you can invest in Naira or Dollars and earn high returns from the convenience of your mobile.
How is Doubble different from other investment platforms?
Doubble is a product of Sterling Bank Plc, so your money is safer with us, and you can invest with peace of mind. You can also earn higher interest with our low to medium-risk products, plus our customer support team is available 24/7.
Is Doubble open to only Sterling Bank customers?
Doubble is open to everyone. However, if you are not an existing Sterling Bank customer, a savings account will be created for you at the point of setting up your first investment. This will serve as the funding account for your investments, and you will only need to provide a few details to set it up.
What are the available investment options in Doubble?
No matter what stage in life you are, there is something for you on Doubble! You can set up a savings plan with Doubble Reward, Doubble Fixed, or Doubble Target. You can also invest in Money Market Instruments with Doubble Easy, Doubble Auction, Doubble Xtra, Doubble Special Offerings, and Doubble Special Auction.
How can I check my expected earnings before investing?
There is a calculator on the website and a mobile app with which you can check this.
How do I invest?
Investing on Doubble is so easy, only takes a few steps:
- Download Doubble from Google Play or App Store.
- Sign Up.
- Choose your preferred investment plan.
- Fund your source account and invest.
We’ve made investing very easy for you.
Do I need to connect my ATM card to my account?
No, your source account serves as the debit point for all investments on Doubble.
How do I fund my source account?
You can fund your source account via a bank transfer, USSD or cash deposit in a Sterling Bank Branch. The funds will be reflected in your account immediately.
What is the minimum investment amount?
Different plans have different minimum amounts. However, the lowest investment amount is N5000 monthly for the Doubble Reward plan. There is also no maximum investment requirement.
How do I set up Dollar savings and investment plans?
A USD domiciliary account is required to set up a Dollar investment plan. You can open one on your dashboard, which then becomes the source account for your investment.
You can fund this domiciliary account via cash deposit at a Sterling Bank Branch or via a wire transfer using the details below:
Beneficiary Bank Name: Sterling Bank Plc.
Beneficiary Bank Account Number: 36145519.
Beneficiary Bank SWIFT Code: NAMENGLA.
Correspondent Bank Name: Citibank N.A. New York.
Correspondent Bank Routing Number: 021000089.
Correspondent Bank SWIFT Code: CITIUS33.
Beneficiary Name: [Your account name]
Beneficiary Account Number: [Your account number]
Can I have multiple savings and investment plans?
Sure, you can create multiple investments of the same or different plans. This is a great way of diversifying your portfolio.
Can I place bids on Doubble Money Market Investments?
Yes, you can bid on the interest rate of Doubble Auction and Doubble Special Auction plans, which are both Money Market Investments. This means you can determine your own interest rate, subject to approvals.
How do I withdraw funds?
When your investment matures, the funds are paid into your source account, and you can access it via transfers from OneBank or via cash withdrawal at any Sterling Bank Branch.
Can i terminate my investment anytime?
Only savings plans (Doubble Reward, Doubble Target, and Doubble Fixed) can be terminated at any time and this attracts a 50% penalty on all accrued interest. Doubble Money Market plans however have a mandatory 30-day holding period and they also attract a 30% charge on all accrued interest if you terminate before maturity.
How safe is my money on Doubble?
Doubble is fully owned by Sterling Bank Plc. This means that your funds are insured by the Nigeria Deposit Insurance Corporation (NDIC). Doubble is also secured with 2-factor authentication and encrypted with the latest technology, so you can rest easy knowing your money is in safe hands.
I have more questions, who can I talk to?
Kindly send an email to [email protected] or call 017004271. You can also send a message to us on our social media pages @doubbleNG on Facebook, Instagram, and Twitter.
Specta
What is Specta?
Specta is Nigeria’s fastest lending platform that offers quick and easy-to-pay back loans for urgent needs. On Specta you can access up to N5 million to cover personal expenses or to expand your business.
Specta is a product of Sterling Bank Limited.
What is the maximum amount I can access on Specta?
You can access up to N5m in five minutes on Specta.
Are there variants?
Yes, Specta has two variants:
- Specta Basic, which is only open to salary domiciled customers who have been profiled as part of a corporate entity.
- Specta Xtreme is open to everyone, including people who do not have Sterling Bank Accounts.
What is the minimum and maximum age to get a loan on Specta?
To be eligible for a Specta loan, you must be between 18 and 60 years.
What is the Maximum Loan Tenor for Specta Loans?
- For Specta Basic, the maximum tenor is 36 months.
- For Specta Xtreme, the maximum tenor is 12 months.
How can I access a loan on Specta?
Simply visit www.myspecta.com to apply.
Can I access loans if I am not a salary earner?
Yes, you can access up to N2million via Specta Xtreme.
I am a customer of another bank; can I get a Specta Loan?
Yes, you can!
How long does it take to get my loan approved?
It takes five (5) minutes to get credited after a successful application.
What if I don’t have a Sterling Bank Account?
If your application is successful, a Sterling Bank Account will be created for you on the platform and the loan will be credited into it.
How do I repay my loan every month?
It is very simple, just fund your Sterling Bank Account via any of the following ways:
- Direct Internet Transfers (Online Banking).
- ATM Transfers.
- Cash Deposits.
Will I be notified before my loan repayment due date?
Yes, you will be notified via email and SMS a few days before your monthly re-payment is due.
I have a Specta loan running, but I want to apply for another one, is this possible?
Yes, however, your eligibility for the second loan will be reviewed in line with our lending criteria.
How do I liquidate my loan?
It’s so easy with Specta. All you need to do is send a written instruction authorizing us to fully/partly liquidate your loan to [email protected]. Kindly ensure that your account is funded to accommodate the request.
Are credit cards available on Specta?
Yes, credit cards are available on Specta. Please visit https://spectaultracreditcard.sterling.ng/ to request one.
My question wasn’t answered, who can I speak to?
Kindly call us on 01-7004271 to speak to a service executive. Alternatively, you can send an email to [email protected]
Imperium
What is Imperium?
Imperium is a digital ecosystem that brings together the consumer, energy solution provider, technical support services and the Bank to bridge the gap between demand and supply of renewable energy solution.
Who is Imperium for?
The platform is for everyone, especially:
- Individuals (homeowners and tenants)
- Pharmacies, Hospitals, laboratories etc.
- Religious organizations (Churches and Mosques)
- MSMEs (barber saloon, fashion store etc.)
- Farmers (farms, water pumps etc.)
- Schools
- Renewable energy solution providers
Are there more benefits from having solar panels?
Yes. Solar solutions are globally proven to be more cost efficient than traditional forms of power generation (grid and carbon powered generators) in the medium and long term. Also, the less dependent we are on petrol and diesel-powered generators, the better our environment will be. Solar solutions contribute greatly to the environment by reducing drastically or eliminating carbon emissions otherwise produced by other sources of energy
How do customers access the solution on Imperium?
Customers can access the solution through the following:
- Outright payment: Customers on the platform have the option to pay the full amount of any solution using the available payment gateways.
- Lease to own: This offering enables customers who cannot pay outrightly for the solution to spread the payment over a period as long as 24 months.
- Power as a Service (PaaS)*: This is an alternative to the lease to own offering, where the customers pay for constant electricity supply at an agreed fee without owning the asset. The subscriber is charged a flat monthly fee. (*terms and conditions apply.)
What if I don’t know how much energy I use?
You can request for a quote that details the cost, capacity, and appliances you can use on each system. Kindly contact us on phone or via email.
I have plans for expansion. Can I plan for now?
We frequently consider future growth plans when designing your system. The choice of inverter can be influenced by near-term expectations about power usage and in some cases, it may be best to include excess capacity now and simply add more modules later. We are available to discuss your plans for energy usage and explore a variety of options to meet your needs now and in the future.
Will my roof be able to bear the load of the Solar PV systems?
A thorough structural analysis is done by our team to determine if your roof’s load bearing capacity is sufficient to take the load of the solar PV modules. Concrete roofs have no problems at all in handling the distributed load nature of solar PV modules, however, T-slabs, asbestos & truss-based roofs have to be analysed first before they are used for installation.
Are there any running costs associated with renewable solution?
None. Once your system is installed, electricity production is completely free. There are no ongoing running costs.
How long do the batteries last for?
Battery life may vary according to the solution provided and subject to usage. Information on each battery life is provided in the product details.
How long does the inverter last for?
Inverter life may vary according to the solution provided and subject to usage. Information on each inverter life is provided in the product details.
What is the difference between my electricity usage and my electricity load?
Electricity usage is the number of units of electricity that you use each day and is measured in kilowatt-hours (Kwh). Electricity load is the amount of energy that is required to run all the electrical appliances you use simultaneously.
What happens when you default on your loan?
You will be contacted and reminded of past due obligation on the first event of default. Any subsequent default would result in a recovery of the solution.
Is there any cost apart from the solution cost?
Yes, the cost of installation will be paid upfront by the user.
When is the payment due date?
The payment date is the last day of every month.
What happens if my solution is faulty?
Customers are eligible to after-sales services. While after–sales services are free for some solutions, some others may warrant that customers pay a fee
Can I secure financing to upgrade my renewable solution?
Yes. We have different provisions that would meet your needs from solar panels, to inverters, to batteries etc.
Can I get other renewable energy appliances?
Yes, we have other appliances, like portable power bank, solar water pumps, solar air-conditioners etc
What if I have any complaint?
If you have any complaint, kindly contact us via:
Email [email protected] or call any of these numbers 08164133937, 08135473439.
