What is the official website of the payment service?
https://getcarbon.co
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Where can I find the customer support contacts?
Customer support contacts are found at the bottom of the official website or in the Help section of the mobile app.
What is the hotline phone number?
+234 1 227 2527
Is there a toll-free support number?
Toll-free support is generally not listed; users typically call standard numbers based on their location.
What is the email address for technical support?
Are there separate emails for different types of inquiries?
Specialized emails may be available for partnerships, compliance, or careers, with main customer queries via [email protected].
Where can I find the online chat support?
Online chat support is available through the Carbon mobile app for registered users.
Does the chat support work 24/7?
Chat support is usually available during standard business hours; 24/7 operation depends on local resources.
Is there support through messengers (Telegram, WhatsApp)?
Support is available via WhatsApp using +234 1 227 2527; Telegram support is not officially provided.
What are the support working hours?
Support operates Monday to Friday 8:00–17:00 WAT and limited hours on weekends.
Does support work on weekends and holidays?
Support is limited or may be unavailable on weekends and public holidays; users can still submit requests for later response.
Are there regional offices for in-person visits?
Carbon’s operations are primarily digital, with a head office in Lagos for business matters.
Where are the physical offices located?
234B, Ikorodu Cres, Dolphin Estate, Ikoyi, Lagos, Nigeria.
Can I schedule a personal meeting?
Meetings are available by appointment for business clients or regulatory requests, typically via email.
Are there representatives in different countries?
Carbon does not have international offices; operations are focused on Nigeria.
In which languages is support available?
Support is primarily offered in English.
How quickly does support respond to requests?
Responses to emails and messages are typically within 24 hours on business days; live chat is quicker during business hours.
Is there a priority system for VIP clients?
VIP customers may receive priority response and dedicated account managers based on account tier.
Can I request a callback?
Callback service can be requested via email or app support, subject to availability and scheduling.
When was the payment service founded?
Carbon was founded in 2012.
Who is the founder and owner of the service?
Chijioke and Ngozi Dozie, founders and principal owners.
In which country is the company registered?
Carbon is registered in Nigeria.
What is the development history of the payment service?
Carbon started as OneFi in 2012, rebranded to Carbon in 2019, expanded its range to include loans, payments, and bank accounts, and grew its digital footprint in Nigeria.
Have there been major updates or rebranding?
Yes, Carbon changed from OneFi to Carbon in 2019, redesigning its brand and product portfolio.
Who sits on the company's board of directors?
The board includes founders Chijioke and Ngozi Dozie and senior management; specific directors are listed on the company website and annual reports.
Are there investors or partners in the service?
Carbon has received investment from Nigerian and international fintech investors and partners with credit bureaus and payment networks.
Does the company participate in stock trading?
Carbon is privately held and not publicly traded.
What is the company's market capitalization?
The company is privately held with no publicly listed market capitalization.
Are there subsidiary companies or branches?
Carbon has subsidiaries focused on technology and lending, but operates mainly via its central entity.
What licenses does the payment service have?
Carbon holds a microfinance bank license from the Central Bank of Nigeria and relevant money lending authorizations.
In which jurisdictions does the service operate officially?
Carbon operates officially in Nigeria.
Are there licenses for cryptocurrency operations?
Carbon does not offer cryptocurrency operations and holds no such license.
Does the service comply with AML/KYC requirements?
Yes, compliance with anti-money laundering and know-your-customer regulations as set by the Central Bank of Nigeria is mandatory.
Are there security certificates (PCI DSS, etc.)?
Carbon employs PCI DSS standards for card payments and secure data transmission protocols.
Has the service undergone security audits?
Security audits are conducted regularly by internal and external providers to ensure compliance and protection.
Is there insurance for client funds?
Client funds in Carbon accounts are protected by mandatory microfinance bank deposit insurance covering eligible accounts.
Which international standards does it comply with?
Carbon complies with PCI DSS, ISO data security, and Nigerian banking industry standards.
Have there been any regulatory fines or violations?
No publicly reported regulatory fines or violations.
Where can I find real reviews about the service?
Reviews are available on Google Play Store, Apple App Store, and independent review platforms.
What are the main user complaints?
Common complaints include occasional delays in account funding, loan approval, or customer support responsiveness.
What do users most often praise the service for?
Users praise loan speed, easy-to-use interface, and digital payment convenience.
Are there issues with fund withdrawals?
Generally, fund withdrawals process smoothly; delays can occur during peak periods or network disruptions.
Is the interface convenient according to users?
The interface receives high marks for intuitive navigation and simplicity.
Are clients satisfied with transaction speed?
Clients report high satisfaction with transaction speed and loan disbursement.
Do users recommend this service?
High rates of recommendation are seen in user reviews and app ratings.
How do experts assess the service's reliability?
Fintech analysts consider Carbon reliable for digital banking and payments, citing compliance and business continuity.
Are there industry awards and recognitions?
Carbon has received local fintech awards for innovation and financial inclusion.
Does the service participate in payment system rankings?
Carbon appears in African fintech rankings and Nigerian payment service comparisons.
Are there recommendations from financial regulators?
Carbon’s license and continued operation indicate acknowledged compliance and suitability by regulators.
What reputation does the service have among partners?
Partners recognize Carbon for its reliability, strong technology, and rapidly growing customer base.
How do they evaluate solution innovation?
Carbon is viewed as innovative due to its digital lending, integrated app features, and automation.
Are there quality service certificates?
Quality assurance follows banking sector standards and ISO guidelines.
Does the company participate in industry conferences?
Carbon regularly presents at Nigerian and Pan-African fintech events.
How does the service position itself in the market?
Carbon positions itself as a leading digital financial platform focused on personal finance, payments, and credit.
Which fiat currencies does the service support?
The Nigerian Naira (NGN) is the primary supported fiat currency.
Are cryptocurrencies supported? Which ones specifically?
Cryptocurrencies are not supported by Carbon.
Is there a proprietary cryptocurrency or token?
Carbon does not offer a proprietary cryptocurrency or token.
Can currencies be converted within the service?
Currency conversion is not currently supported; all business is conducted in NGN.
What exchange rates are used for conversion?
As currency conversion is not supported, exchange rates are not applicable.
How often are exchange rates updated?
Exchange rate updates are not applicable.
Are stablecoins supported?
Stablecoins are not supported.
Can exotic currencies be handled?
Exotic currencies are not supported.
Are there currency restrictions in different countries?
Carbon only operates in NGN and within Nigeria, so currency restrictions outside Nigeria do not apply.
What types of transfers does the service support?
Carbon supports bank transfers, peer-to-peer payments, bill payments, and mobile money operations.
Can transfers be made between service users?
Yes, users can send funds peer-to-peer within the Carbon platform.
Are transfers to bank cards supported?
Transfers can be made to Nigerian bank cards through the app.
Can money be transferred to bank accounts?
Yes, money can be sent directly to Nigerian bank accounts.
Is bill payment available?
Yes, users can pay bills such as electricity, TV, mobile airtime, and more.
Are recurring payments supported?
Recurring payments are available for selected bills and loan repayments.
Can automatic transfers be set up?
Automatic transfers can be scheduled for bills and recurring payments.
Is payment scheduling available?
Payment scheduling is offered for future or recurring transactions.
Are group payments supported?
Group payment features like splitting bills may be available within the app, subject to updates.
Can payment links be created?
Payment links are available for merchants and business clients.
What are the minimum transaction amounts in the service?
Typical minimum transactions are NGN100 or as stated in the app.
What are the maximum amounts that can be transferred?
Maximum transfer amounts depend on account verification, ranging from NGN100,000 to NGN500,000 or more for verified users.
Are there daily limits on operations?
Daily transaction limits apply, varying by user profile, account type, and regulations.
What monthly and annual limits are in effect?
Monthly and annual transaction limits are determined by account verification level and regulatory rules.
Can limits be increased? How?
Limits can be increased by completing further KYC verification and submitting additional documents.
Do limits differ for verified users?
Verified users enjoy higher transaction limits and enhanced service features.
Are there restrictions for new accounts?
New accounts have lower transaction and funding limits pending verification.
Do special limits apply in different countries?
The service operates only in Nigeria, so limits are not country-specific.
Can operations be temporarily blocked?
Accounts or services may be temporarily blocked for suspected fraud, unverified status, or compliance review.
Are there limits on the number of daily operations?
Transaction count limits apply based on account type, helping mitigate fraud or excessive activity.
What are the minimum amounts for account funding?
Minimum funding amount is typically NGN100.
What methods of funding are supported?
Accounts may be funded via bank transfer, debit/credit card, and authorized partners.
Are there fees for funding?
Fees for account funding depend on chosen method and may include small charges for card usage.
What are the minimum funding amounts?
Minimum deposit is generally NGN100 for supported funding methods.
How quickly are funds credited when funding?
Funding via card or transfer usually credits to the account instantly or within a few minutes.
How can money be withdrawn from the system?
Money is withdrawn to Nigerian bank accounts or cards.
Are there fees for fund withdrawal?
Withdrawal fees may apply, typically a small percentage or fixed fee stated at the time of transaction.
How long does withdrawal take?
Withdrawals generally complete within minutes to an hour; bank processing delays are possible.
What withdrawal limits are set?
Limits vary from NGN100,000 to NGN500,000 per transaction, increasing for verified users.
How quickly are funds credited when funding with a card?
Funds are credited instantly or within minutes for card deposits.
How long does a bank transfer take?
Bank transfers usually arrive within minutes to 2 hours, depending on bank and network status.
How quickly do cryptocurrency transfers arrive?
Cryptocurrency transfers are not supported.
Are transfers between users instant?
Transfers between Carbon users are processed instantly.
Are there delays when funding on weekends?
Funding may experience delays on weekends due to bank system schedules.
Do holidays affect funding speed?
Funding can be delayed on public holidays.
Can crediting be accelerated for a fee?
Express crediting options are not standard; processing depends on method and network.
What determines the speed of funding processing?
Processing speed depends on funding method, bank network, account verification, and system status.
Are there notifications about funding status?
Users receive app notifications and email alerts for funding status.
What to do if funding takes too long?
Users should contact customer support for assistance, provide transaction details, and may request escalation.
How quickly are withdrawal requests processed?
Withdrawal requests are generally processed within minutes during working hours.
How long does card withdrawal take?
Card withdrawals typically complete instantly or within 30 minutes.
How quickly do bank transfers arrive?
Bank transfer withdrawals process within minutes to 2 hours.
Are cryptocurrency withdrawals instant?
Cryptocurrency withdrawals are not supported.
Are there withdrawal delays on weekends?
Withdrawals initiated on weekends may face delays due to bank processing.
Do holidays affect withdrawal speed?
Withdrawals may be delayed on public holidays.
Can withdrawal be accelerated for an additional fee?
Accelerated withdrawal is not standard practice.
What determines withdrawal processing time?
Processing depends on withdrawal method, bank network, transaction history, and security checks.
Are there notifications about withdrawal status?
Users are notified via app push and email about withdrawal status.
Can a withdrawal request be canceled?
Withdrawal cancellation is generally not possible once processed; users can contact support for urgent issues.
How to register with the payment service?
Register through the Carbon app by providing personal details and following on-screen instructions.
What data is needed to create an account?
Required information includes name, phone number, date of birth, and government-issued ID.
Can registration be done without email?
A phone number is required; email may be optional for basic accounts.
Is phone confirmation required during registration?
Yes, one-time password (OTP) via phone is required for verification.
Can a corporate account be created?
Corporate accounts can be created by providing business documentation and following registration processes.
Is it required to provide real data?
Users must provide accurate personal information for compliance and verification.
Are there country restrictions for registration?
Registration is limited to Nigerian residents and individuals with valid identification.
How long does account activation take?
Account activation is usually instant or within a few minutes of completing verification.
What verification levels exist?
Carbon offers basic, intermediate, and full verification levels, unlocking more features at higher tiers.
What documents are required for basic verification?
Basic verification requires a valid Nigerian phone number and basic personal info.
Are documents needed for full verification?
Yes, full verification requires government ID and potentially proof of address.
Are digital copies of documents accepted?
Digital copies and scans of documents are accepted through the app or website.
How long does the verification procedure take?
Verification usually takes a few minutes to a few hours, depending on volume.
Can the service be used without verification?
Limited services may be available for unverified users but with low transaction limits.
What restrictions apply to unverified users?
Unverified users face lower limits, restricted access to loans, and fewer payment options.
Is address confirmation required?
Address confirmation is mandatory for full verification.
Is a selfie with documents required?
A selfie with documents may be required for advanced account verification.
How often do documents need to be updated?
Documents must be updated if expired or upon regulatory request.
What encryption technologies does the service use?
Carbon utilizes TLS/SSL encryption and secure storage for transactions and user data.
Is two-factor authentication supported?
Two-factor authentication is available for enhanced account security.
Are there SMS confirmations for operations?
SMS confirmation is used for transactions and security checks.
Is biometric authentication supported?
Biometric authentication (fingerprint, face ID) is supported in the mobile app.
Is blockchain technology used?
Carbon does not use blockchain technology for its main services.
Is there a multi-level security system?
Multi-level security includes user authentication, device verification, transaction monitoring, and data encryption.
How is user personal data protected?
Personal data is secured with encryption, access controls, and compliance with Nigerian data protection laws.
Is cold storage used for cryptocurrencies?
Cryptocurrencies are not supported; cold storage does not apply.
Is there DDoS attack protection?
DDoS protection measures and monitoring systems are implemented for platform security.
Are regular security audits conducted?
Regular internal and external security audits are a standard practice.
What anti-phishing protection measures are provided?
Anti-phishing protection includes transaction alerts, app security, and user education.
Is there a suspicious activity detection system?
Advanced fraud detection, transaction monitoring, and risk alerts are in place.
How does the service combat money laundering?
AML procedures include transaction monitoring, KYC checks, and reporting to authorities.
Is there blocking of suspicious accounts?
Accounts with suspicious activity are blocked temporarily for investigation.
What to do when fraud is detected?
Users should report suspected fraud immediately; the service investigates and may block accounts and reverse unauthorized transactions.
How to report suspicious activity?
Contact support via app, email, or phone to report suspicious activity; provide relevant details.
Is there compensation for damage from fraudsters?
Compensation is assessed based on investigation; regulated services offer some protection to users affected by verified fraud.
What user rights exist for disputed transactions?
Users have the right to dispute transactions following formal complaint procedures, which the company reviews and adjudicates.
How to dispute account blocking?
Dispute account blocking by contacting customer support via email or phone with identification and supporting documents.
Is there insurance against cyber attacks?
Insurance against cyber attacks may be available via microfinance deposit protection; specific details depend on coverage and service tier.
What fees does the service charge for transfers?
Transfer fees vary by transaction type, destination, and amount, disclosed prior to confirmation.
Are there fees for account funding?
Funding fees may apply for card transactions, disclosed during funding.
Are fees charged for fund withdrawal?
Withdrawal fees are applied depending on method and amount, shown at transaction.
Are there fees for currency conversion?
No currency conversion, hence no related fees.
Are there fees for account inactivity?
Account inactivity fees are not standard in Carbon.
Are there account maintenance fees?
No account maintenance fees for standard use.
Are fees charged for operation cancellation?
Operation cancellation fees are generally not applied unless the transaction is irreversible.
Are there hidden fees?
All fees are transparently displayed before transaction confirmation.
How are fees calculated for large amounts?
Large transaction fees are based on amounts and service type; users see rates before confirming.
Are there different tariff plans in the service?
Carbon offers standard and VIP tiers, with different transaction limits and privileges.
What advantages does VIP status provide?
VIPs enjoy priority support, higher limits, and exclusive offers.
How to get preferential conditions?
Preferential terms are available to high-volume users and VIPs who meet account activity or balance criteria.
Are there free operations per month?
Standard free transactions per month vary; details available in the app or upon request.
Are there discounts for active users?
Active users may receive periodic discounts, cashback, or fee reductions depending on campaigns.
Are there corporate tariffs?
Business accounts have tailored pricing for bulk transactions or payroll.
Can individual conditions be obtained?
Individual conditions may be negotiated for high-value or partner accounts.
Do promotional codes work for fee reduction?
Promotional codes may be available for temporary fee reductions or bonuses.
Are there cashback programs?
Cashback rewards are available for qualified transactions and promotional campaigns.
Are there discounts for transaction volumes?
Volume-based discounts may apply for large business or corporate users.
Is there an official mobile application?
Yes, the official app is available as "Carbon" on mobile stores.
On which platforms is the application available?
The app is available for Android and iOS devices.
What functions are available in the mobile application?
Functions include payments, transfers, loans, bill payments, statement downloads, and support access.
Does functionality differ from the web version?
Most features are identical; some advanced tools and support channels may be app-exclusive.
Is Touch ID/Face ID supported?
Touch ID and Face ID are supported for authentication on compatible devices.
Can the application work offline?
Core features require internet; viewing some cached data may be possible offline.
Are there push notifications about operations?
Push notifications are enabled for transaction updates and alerts.
Is dark theme supported?
Dark mode is supported in the mobile app.
How often is the mobile application updated?
Updates occur monthly or as needed for new features and security patches.
Are there beta versions of the application?
Beta access may be offered periodically to selected users.
Is the web interface of the service convenient?
The web interface is designed for clarity and ease-of-use for Nigerian customers.
Is responsive design supported?
Web design is mobile-responsive for varied devices.
In which languages is the interface available?
Interface is primarily in English.
Is there a night mode for the website?
Night mode/dark theme may be available on the web portal.
Are hotkeys supported?
Keyboard shortcuts are limited or not widely supported.
Can data be exported?
Transaction history and statements can be exported in PDF or CSV format.
Is there an API for developers?
An API is available for business clients and integrations.
Is integration with other services supported?
Integration is supported for payroll, payments, and business software.
How often is the web interface updated?
The web platform is updated as needed for features or compliance.
Are there virtual cards in the service?
Virtual cards are available for secure online transactions.
Can disposable cards be created?
Disposable or one-time virtual cards may be offered for added security.
Is multi-currency account functionality supported?
Only NGN is currently supported; multi-currency accounts are not available.
Are there investment products?
Investment product offerings are limited but may include savings or interest-yielding accounts.
Can interest be earned on balance?
Interest is available on qualified savings balances in Carbon accounts.
Are there credit products?
Carbon offers instant loans, salary advances, and credit lines.
Is P2P trading supported?
Peer-to-peer trading is not available.
Can cryptocurrencies be bought/sold?
Cryptocurrencies cannot be bought or sold via Carbon.
Is there acquiring for business?
Merchant acquiring and payment solutions are available.
Are mass payouts supported?
Mass payout services are available for payroll and business operations.
Is there a loyalty program in the service?
Loyalty programs are periodically offered, granting points or cashback.
How are bonus points earned?
Points are earned through use of payment and loan services or participating in promotions.
Is there cashback for operations?
Cashback may apply for specified transactions, usually as part of campaigns.
Are there referral programs?
Referral program rewards are available for inviting new users.
What privileges do VIP clients have?
VIP clients access higher limits, priority support, and personalized offers.
Are there seasonal promotions and offers?
Seasonal campaigns provide bonuses, discounts, and special loan rates.
Can premium status be obtained?
Premium account upgrades are available with qualifying activity or balance.
Are there partner discounts?
Partner merchant discounts are offered periodically.
Are there corporate loyalty programs?
Business clients may have access to custom loyalty programs and rewards.
Does the service allow operations with online casinos?
Carbon does not officially support casino transactions.
Are there restrictions on gambling transactions?
Gambling transactions may be restricted under Nigerian law and Carbon policy.
Can accounts be blocked for casino play?
Accounts suspected of gambling activities may be temporarily restricted pending review.
How does the service view gambling?
Gambling is generally discouraged per regulatory and company policy.
Are there special conditions for gambling?
No special conditions are offered for gambling-related transactions.
Are casino transactions tracked?
Monitored for compliance but not supported.
Can operations with gambling sites be hidden?
Gambling transactions are flagged for compliance; users cannot hide such activity.
Are there notifications about gambling expenses?
Gambling expense notifications are not standard.
Are there special fees for gambling operations?
Gambling transaction fees are not explicitly stated, as these are not supported.
Can limits be set on gambling?
No specific gambling limits; global account limits apply.
Is there a self-exclusion function?
Self-exclusion for gambling is not provided in Carbon.
Can access to gambling sites be restricted?
Carbon does not provide gambling site restrictions.
Is gambling expense control supported?
Gambling expenditure management tools are not available.
Are there notifications about limit exceedance?
Limit exceedance notifications are standard for all transaction types.
Can operations with casinos be blocked?
Casino-related transaction blocking may occur due to regulatory or compliance review.
Is there gambling expense statistics?
Gambling spending analytics are not available.
Is a "cooling-off period" supported?
Cooling-off for gambling is not available.
Can help be obtained for gambling addiction?
Gambling addiction support is not provided.
Is there partnership with player assistance organizations?
No partnerships with gambling addiction assistance organizations.
How to set up gambling expense notifications?
Gambling expense notification setup is not available.
Which online casinos accept this payment method?
Carbon is not officially supported by online casinos.
Are there exclusive partnerships with specific casinos?
There are no exclusive partnerships with casinos.
Do conditions differ when used in different casinos?
There are no special casino use conditions, as Carbon does not support such transactions.
Are there special bonuses for using this method in casinos?
No bonuses exist for casino payments.
Can the method be used for both deposits and withdrawals in casinos?
Carbon cannot be used for casino deposits or withdrawals.
Are there geographic restrictions for casino usage?
All gambling activity is restricted per Nigerian law and Carbon policy.
How do casino operators typically process transactions from this method?
Casino transactions are not processed via Carbon.
Are there typical processing times when used with casinos?
Casino transaction times are not applicable.
Do casinos usually charge additional fees for this method?
No transaction relation exists with casinos.
Are there any known compatibility issues with major casino platforms?
Carbon is not compatible with casino platforms.