What is the official website of the payment service?
https://sterling.ng
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Where can I find the customer support contacts?
The customer support contacts are available on the “Contact Us” page of the official Sterling Bank website.
What is the hotline phone number?
+234-700-STERLING (783-75464)
Is there a toll-free support number?
Sterling Bank does not typically provide a toll-free support number; standard charges apply when calling their hotlines.
What is the email address for technical support?
Are there separate emails for different types of inquiries?
Separate email addresses are available for various inquiries such as complaints, fraud, or business banking on the “Contact Us” page.
Where can I find the online chat support?
Online chat support is available on the official Sterling Bank website and within their mobile app during working hours.
Does the chat support work 24/7?
Online chat support usually operates within business hours but may be available for extended periods based on staffing.
Is there support through messengers (Telegram, WhatsApp)?
Sterling Bank provides WhatsApp support at +234-906-000-6449; Telegram support is not widely available.
What are the support working hours?
Customer support generally operates from 8:00am to 5:00pm Monday to Friday, with limited service on weekends.
Does support work on weekends and holidays?
Some channels offer reduced or emergency support on weekends and public holidays.
Are there regional offices for in-person visits?
Sterling Bank maintains branches and regional offices across Nigeria for in-person service.
Where are the physical offices located?
Main head office: Sterling Towers, 20 Marina, Lagos; additional branches are distributed throughout Nigeria.
Can I schedule a personal meeting?
Personal meetings can be scheduled by contacting your local branch or relationship manager.
Are there representatives in different countries?
Sterling Bank does not have international representative offices; services are primarily Nigeria-based.
In which languages is support available?
Support is provided in English, with some staff capable of communicating in major Nigerian languages.
How quickly does support respond to requests?
Responses via email and social media typically occur within 24 hours, phone responses are immediate during business hours.
Is there a priority system for VIP clients?
Priority handling and relationship managers are available for high-value and corporate clients.
Can I request a callback?
Customers can request a callback via the website or by leaving contact details with a branch representative.
When was the payment service founded?
Sterling Bank was founded in 1960 and became incorporated as a bank in 1969.
Who is the founder and owner of the service?
Sterling Bank is publicly owned; the Central Bank of Nigeria initially established it, now owned by shareholders.
In which country is the company registered?
Nigeria
What is the development history of the payment service?
Sterling Bank began as NAL Bank in 1960, merged with other entities in 2006, and expanded digital services over recent decades.
Have there been major updates or rebranding?
Major rebranding occurred in 2006 after consolidation, with several digital innovation rollouts in recent years.
Who sits on the company's board of directors?
Board includes executive and independent directors led by the managing director/CEO and overseen by the board chairman.
Are there investors or partners in the service?
Sterling Bank’s investors are institutional and individual shareholders; partners include financial institutions and fintechs.
Does the company participate in stock trading?
Yes, it is publicly listed on the Nigerian Stock Exchange under the ticker STERLINGNG.
What is the company's market capitalization?
The market capitalization varies but is referenced on the Nigerian Stock Exchange; check the latest value online.
Are there subsidiary companies or branches?
Sterling Bank operates multiple branches nationwide; subsidiaries may include associated service entities within Nigeria.
What licenses does the payment service have?
Licensed by the Central Bank of Nigeria as a commercial bank; authorized for financial and payment services.
In which jurisdictions does the service operate officially?
Sterling Bank is officially licensed to operate in Nigeria.
Are there licenses for cryptocurrency operations?
Sterling Bank does not hold specific cryptocurrency licenses and generally does not provide crypto-related services.
Does the service comply with AML/KYC requirements?
The bank follows strict AML and KYC protocols in line with Nigerian and international standards.
Are there security certificates (PCI DSS, etc.)?
Payment and digital banking channels comply with PCI DSS and other banking security standards.
Has the service undergone security audits?
Regular security audits are conducted as mandated by regulatory requirements and internal policies.
Is there insurance for client funds?
Customer deposits are insured under the Nigeria Deposit Insurance Corporation (NDIC).
Which international standards does it comply with?
The bank adheres to standards such as PCI DSS, ISO/IEC security protocols, and CBN regulatory requirements.
Have there been any regulatory fines or violations?
Regulatory fines or penalties are disclosed in annual reports; no recent major violations are reported.
Where can I find real reviews about the service?
Reviews are available on Google Play, Apple App Store, Trustpilot, and social media platforms.
What are the main user complaints?
Users mention issues with app stability, occasional delays in transfers, and occasional service outages.
What do users most often praise the service for?
Users praise the convenience of mobile banking, branch network, and quick resolution of queries.
Are there issues with fund withdrawals?
Occasional delays are reported, typically during system maintenance or high transaction volumes.
Is the interface convenient according to users?
Most users find the interface modern and intuitive, with easy navigation within the mobile app and web platform.
Are clients satisfied with transaction speed?
Clients generally express satisfaction with transaction speed, though peak volumes may cause slowdowns.
Do users recommend this service?
A majority recommend Sterling Bank for core financial transactions, especially among Nigerian customers.
How do experts assess the service's reliability?
Experts describe Sterling’s systems as robust and compliant, noting continuous investment in digital infrastructure.
Are there industry awards and recognitions?
Sterling Bank has received awards for digital innovation, best banking practices, and service excellence in Nigeria.
Does the service participate in payment system rankings?
The bank is regularly ranked among Nigeria’s top commercial banks in payment system industry reports.
Are there recommendations from financial regulators?
Central Bank of Nigeria has commended Sterling Bank for compliance and operational standards.
What reputation does the service have among partners?
Partners and merchants report positive experiences, citing reliability and effective collaboration.
How do they evaluate solution innovation?
Sterling Bank is recognized for innovative products like OneBank and progress in digital transformation.
Are there quality service certificates?
The bank holds several quality and operational certificates per industry benchmarks and Nigerian regulations.
Does the company participate in industry conferences?
Sterling Bank regularly participates in financial technology conferences and industry summits locally and abroad.
How does the service position itself in the market?
Sterling Bank emphasizes digital banking, customer-centricity, and sustainable financial solutions in Nigeria.
Which fiat currencies does the service support?
The service supports Nigerian Naira (NGN) as the primary currency.
Are cryptocurrencies supported? Which ones specifically?
Cryptocurrencies are not supported; Sterling Bank does not offer direct crypto transactions.
Is there a proprietary cryptocurrency or token?
There is no proprietary cryptocurrency or token associated with Sterling Bank.
Can currencies be converted within the service?
Currency conversion services are generally limited; forex services may be available for qualifying customers.
What exchange rates are used for conversion?
Exchange rates are determined by the bank using real-time market rates subject to CBN directives.
How often are exchange rates updated?
Exchange rates are updated multiple times daily according to market fluctuations and CBN policy.
Are stablecoins supported?
Stablecoin support is not available within Sterling Bank’s payment services.
Can exotic currencies be handled?
Exotic or less common currencies may be handled via international banking services for specific customers.
Are there currency restrictions in different countries?
Transactions are subject to Nigerian CBN guidelines and international transfer limitations.
What types of transfers does the service support?
Sterling Bank supports inter-bank, intrabank, online, mobile, local, and international transfers.
Can transfers be made between service users?
Yes, peer-to-peer transfers between Sterling Bank users are available via digital platforms.
Are transfers to bank cards supported?
Transfers to debit and credit cards are supported for select transactions.
Can money be transferred to bank accounts?
Money transfers to domestic and select international bank accounts are available.
Is bill payment available?
Bill payment services for utilities, airtime, and merchants are provided via online and mobile banking.
Are recurring payments supported?
Customers can set up recurring payments for bills and other regular expenses.
Can automatic transfers be set up?
Automated transfer scheduling is supported for periodic payments.
Is payment scheduling available?
Payment scheduling via online and mobile banking platforms is available.
Are group payments supported?
Group payment features may be available for business and retail customers.
Can payment links be created?
Payment links can be generated for business collections through merchant services.
What are the minimum transaction amounts in the service?
Minimum transaction values may vary but typically start from NGN100 for most payment operations.
What are the maximum amounts that can be transferred?
Maximum transaction limits depend on account type, verification, and regulatory guidelines.
Are there daily limits on operations?
Daily transaction limits are determined by account status and regulatory restrictions.
What monthly and annual limits are in effect?
Monthly and annual limits are set according to customer profile, transaction type, and CBN regulations.
Can limits be increased? How?
Limits may be increased by upgrading account, submitting additional documentation, or contacting branch support.
Do limits differ for verified users?
Verified users benefit from higher limits compared to unverified accounts.
Are there restrictions for new accounts?
New accounts often have initial transaction and feature limitations until verification is completed.
Do special limits apply in different countries?
Special limits apply to international transactions; subject to destination country laws and Nigerian controls.
Can operations be temporarily blocked?
Transactions can be blocked due to suspicious activity, user request, or regulatory instructions.
Are there limits on the number of daily operations?
The number of daily operations may be limited by account type and regulatory compliance.
What are the minimum amounts for account funding?
Minimum funding is generally NGN100–NGN500, depending on method and account.
What methods of funding are supported?
Funding options include bank transfers, cash deposits, card transactions, and fintech integrations.
Are there fees for funding?
Funding fees depend on payment method and may be disclosed prior to completion.
What are the minimum funding amounts?
Minimum funding amounts vary by channel, with most channels allowing deposits from NGN100.
How quickly are funds credited when funding?
Funds are typically credited instantly or within a few minutes; some methods may take up to 24 hours.
How can money be withdrawn from the system?
Withdrawals are available via ATM, bank transfer, over-the-counter, and direct card withdrawal.
Are there fees for fund withdrawal?
Withdrawal fees depend on method, with ATM and interbank transfer fees commonly charged.
How long does withdrawal take?
Withdrawals via ATM and branch are immediate; bank transfers generally complete within 1–24 hours.
What withdrawal limits are set?
Withdrawal limits are determined by account type, verification status, and regulatory guidelines.
How quickly are funds credited when funding with a card?
Card fundings are credited almost instantly or within minutes.
How long does a bank transfer take?
Local bank transfers usually complete within minutes to hours; international transfers may take 1–3 business days.
How quickly do cryptocurrency transfers arrive?
Cryptocurrency transactions are not supported by Sterling Bank.
Are transfers between users instant?
Sterling Bank’s internal transfers are processed instantly or within minutes.
Are there delays when funding on weekends?
Funding may be delayed during non-business days depending on method and partner bank processing.
Do holidays affect funding speed?
National or banking holidays can cause delays in funding and transaction processing times.
Can crediting be accelerated for a fee?
Express funding options may be available for an extra fee during certain high-value transactions.
What determines the speed of funding processing?
Processing speed depends on payment channel, method, and third-party banking network efficiency.
Are there notifications about funding status?
Customers receive SMS, email, and push notifications regarding funding status and account updates.
What to do if funding takes too long?
Contact customer support by phone, email, or branch visit with transaction details to resolve delayed funding.
How quickly are withdrawal requests processed?
Withdrawal requests are usually processed instantly; external bank withdrawals may take hours.
How long does card withdrawal take?
Withdrawals via ATM are processed immediately; branch cash withdrawal is also instant.
How quickly do bank transfers arrive?
Interbank transfers typically complete within a few minutes to 24 hours.
Are cryptocurrency withdrawals instant?
Cryptocurrency withdrawals are not applicable as the bank does not support crypto.
Are there withdrawal delays on weekends?
Withdrawal may be delayed if interbank network is affected; ATMs operate continuously.
Do holidays affect withdrawal speed?
Withdrawal speeds may be impacted during public holidays due to reduced bank operations.
Can withdrawal be accelerated for an additional fee?
Customers may request express service for large withdrawals for a fee in select circumstances.
What determines withdrawal processing time?
Withdrawal speed depends on transaction method, network availability, and regulatory processing.
Are there notifications about withdrawal status?
Withdrawal status is communicated via SMS, app, or email alerts.
Can a withdrawal request be canceled?
Withdrawal cancellations may be allowed if the transaction is pending; otherwise, contact support immediately.
How to register with the payment service?
Register at a Sterling Bank branch or via the official website/app by completing personal and account forms.
What data is needed to create an account?
You will need personal identification, contact information, proof of address, and in some cases, employment details.
Can registration be done without email?
Registration typically requires an email, but some basic accounts may be opened using only a mobile phone.
Is phone confirmation required during registration?
Phone confirmation via SMS code is required during the registration and activation process.
Are there age restrictions for registration?
Minimum age is 18 years for account opening, in line with banking regulations.
Can a corporate account be created?
Corporate and business accounts can be opened with appropriate documentation submitted to Sterling Bank.
Is it required to provide real data?
Accurate personal data and identity documents are mandated by banking regulations and KYC policies.
Are there country restrictions for registration?
Account registration is restricted to Nigerian residents and citizens; foreigners need additional clearance.
How long does account activation take?
Account activation is usually completed within 24 hours if all documentation is provided.
What verification levels exist?
Multiple verification tiers exist: basic, standard, and enhanced, each with separate requirements and benefits.
What documents are required for basic verification?
Basic verification needs a valid ID, phone number, and sometimes proof of address.
Are documents needed for full verification?
Full verification requires government-issued ID, address documents, and additional identity assurance.
Are digital copies of documents accepted?
Digital copies of documents can be submitted via web or app for verification purposes.
How long does the verification procedure take?
Verification generally completes within 1–2 business days, faster for basic accounts.
Can the service be used without verification?
Unverified accounts have limited access to features and lower transaction limits.
What restrictions apply to unverified users?
Unverified accounts are restricted in amount, transaction types, and cannot access advanced features.
Is address confirmation required?
Enhanced verification requires address confirmation, typically through documentation.
Is a selfie with documents required?
Photo verification may be requested for full account activation and certain updates.
How often do documents need to be updated?
Document refresh frequency depends on regulation; updates required upon expiry or major changes.
What encryption technologies does the service use?
Sterling Bank uses strong encryption including TLS/SSL and industry-standard cybersecurity protocols.
Is two-factor authentication supported?
Two-factor authentication is available for sensitive transactions and account access.
Are there SMS confirmations for operations?
SMS confirmations are used for key transactions and security-critical actions.
Is biometric authentication supported?
Biometric authentication, including fingerprint and facial recognition, is supported in the mobile app.
Is blockchain technology used?
Blockchain is not used in Sterling Bank’s core systems or payment channels.
Is there a multi-level security system?
Multi-layered security encompassing authentication, authorization, and transaction monitoring is implemented.
How is user personal data protected?
User data is protected by encryption, access controls, and compliance with privacy regulations.
Is cold storage used for cryptocurrencies?
Cold storage is not required or used as Sterling Bank does not handle cryptocurrencies.
Is there DDoS attack protection?
Protection against DDoS attacks is provided through dedicated firewall and security infrastructure.
Are regular security audits conducted?
Regular external and internal audits are carried out as part of compliance and risk management protocols.
What anti-phishing protection measures are provided?
Anti-phishing protocols include educational alerts, secure login systems, and email/SMS verification.
Is there a suspicious activity detection system?
Advanced fraud detection and transaction monitoring systems keep track of suspicious activities.
How does the service combat money laundering?
AML systems include automated transaction monitoring, reporting, and customer due diligence.
Is there blocking of suspicious accounts?
Accounts with suspicious activity are blocked pending review to prevent unauthorized transactions.
What to do when fraud is detected?
Report immediately to the bank via hotline; the bank investigates and takes steps to secure your account.
How to report suspicious activity?
Report suspicious activity via hotline, email, web form, or in person at any Sterling branch.
Is there compensation for damage from fraudsters?
Compensation may be available based on investigation and proven bank negligence.
What user rights exist for disputed transactions?
Users can initiate transaction dispute; rights include investigation, fair hearing, and resolution.
How to dispute account blocking?
Contact customer support with documentation; resolution follows investigation and regulatory guidelines.
Is there insurance against cyber attacks?
While customer funds are protected, dedicated cyber attack insurance varies and may not be explicitly stated.
What fees does the service charge for transfers?
Transfer fees depend on transaction type, amount, and destination; standardized by CBN guidelines.
Are there fees for account funding?
Funding via electronic channels may have minimal fees depending on method.
Are fees charged for fund withdrawal?
Fees apply for ATM withdrawals, interbank transfers, and over-the-counter cash outs.
Are there fees for currency conversion?
Currency conversion is subject to tariff; fee details available at branches or official website.
Are there fees for account inactivity?
Standard personal accounts do not incur inactivity fees; special terms apply for some account types.
Are there account maintenance fees?
Basic savings accounts are generally fee-free; other account types may have ongoing maintenance charges.
Are fees charged for operation cancellation?
Cancellation fees may apply for pre-processed or scheduled transactions.
Are there hidden fees?
Fee schedules are published transparently; hidden fees are prohibited under Nigerian banking law.
How are fees calculated for large amounts?
Large transaction fees are calculated by percentage or fixed tariff based on bank policies.
Are there different tariff plans in the service?
Multiple tariff options exist for personal, business, and premium account holders.
What advantages does VIP status provide?
VIP clients get higher transaction limits, priority service, dedicated managers, and exclusive offers.
How to get preferential conditions?
Preferential terms are granted to high-value clients or businesses upon meeting account and volume criteria.
Are there free operations per month?
Free transactions may be included under some account types, particularly for digital self-service channels.
Are there discounts for active users?
Active users may receive reduced fees or bonus services via loyalty or promotional programs.
Are there corporate tariffs?
Business and corporate accounts enjoy specialized tariffs and bundled service packages.
Can individual conditions be obtained?
Custom pricing can be negotiated for premium clients or large businesses.
Do promotional codes work for fee reduction?
Promotional codes and limited-time offers can lower fees for certain products or services.
Are there cashback programs?
Select debit cards and campaigns may offer cashback on specific transactions.
Are there discounts for transaction volumes?
High transaction volumes may qualify for tiered discount rates.
Is there an official mobile application?
Yes, OneBank by Sterling is the official mobile banking app.
On which platforms is the application available?
The mobile app is available for iOS and Android devices via official stores.
What functions are available in the mobile application?
Mobile app allows transfers, bill payments, account management, loan requests, investments, and customer support access.
Does functionality differ from the web version?
Mobile and web versions offer similar functions; some advanced features may be web-only.
Is Touch ID/Face ID supported?
Biometric authentication such as Touch ID/Face ID is supported on compatible devices.
Can the application work offline?
The app requires internet for transactions; limited account information may be viewed offline.
Are there push notifications about operations?
Push notifications inform users of transactions, security events, and important updates.
Is dark theme supported?
Dark mode is available on the latest mobile app versions.
How often is the mobile application updated?
Updates are released regularly, typically every few months for new features and security.
Are there beta versions of the application?
Beta testing is sometimes offered for major updates via invitation or sign-up.
Is the web interface of the service convenient?
Web banking interface is rated user-friendly, intuitive, and responsive.
Is responsive design supported?
Yes, the web platform adapts to mobile and tablet screens.
In which languages is the interface available?
The interface is primarily available in English.
Is there a night mode for the website?
Night/dark mode is supported in newer web versions.
Are hotkeys supported?
Hotkey functionality is limited; accessibility options are available.
Can data be exported?
Data export for statements and transaction history is supported in PDF/CSV formats.
Is there an API for developers?
Sterling Bank provides APIs for partners and developers; info available via official channels.
Is integration with other services supported?
Integrations include fintechs, payment processors, and business platforms.
How often is the web interface updated?
Updates are performed several times per year based on feedback and technology changes.
Are there virtual cards in the service?
Virtual card issuance is available for online payments.
Can disposable cards be created?
Disposable or temporary cards are available for secure single-use transactions.
Is multi-currency account functionality supported?
Multi-currency account features are limited; primarily NGN offered.
Are there investment products?
Investment offerings include mutual funds, fixed deposits, and government securities.
Can interest be earned on balance?
Interest is paid on select savings and investment account balances.
Are there credit products?
Personal loans, salary advances, and business lending are available.
Is P2P trading supported?
P2P trading is not directly supported; focus is on regulated financial services.
Can cryptocurrencies be bought/sold?
Cryptocurrency buying/selling is not supported.
Is there acquiring for business?
Merchant POS, payment gateway, and payment solutions are available for business clients.
Are mass payouts supported?
Bulk payout services are available for corporate accounts.
Is there a loyalty program in the service?
Loyalty programs exist for retail and corporate clients, evolving with digital innovation.
How are bonus points earned?
Points are earned through transaction activity, product usage, and campaign participation.
Is there cashback for operations?
Cashback offers are available for select card users and promotional periods.
Are there referral programs?
Referral programs incentivize users to invite friends and earn bonuses.
What privileges do VIP clients have?
VIPs enjoy priority support, higher limits, special offers, and dedicated relationship management.
Are there seasonal promotions and offers?
The bank runs seasonal campaigns, giving discounts or bonus rewards.
Can premium status be obtained?
Premium account upgrades possible based on account type and usage.
Are there partner discounts?
Partner merchant discounts are available periodically for bank customers.
Are there corporate loyalty programs?
Business clients benefit from tailored loyalty and incentive programs.
Does the service allow operations with online casinos?
Sterling Bank generally restricts or prohibits transactions with online gambling and casinos.
Are there restrictions on gambling transactions?
Gambling transaction restrictions apply; flagged transactions may be reviewed or declined.
Can accounts be blocked for casino play?
Accounts may be blocked if suspicious gambling-related activity is detected per regulatory policy.
How does the service view gambling?
Sterling Bank follows CBN policy and exercises caution with gambling-related transactions.
Are there special conditions for gambling?
Transactions with known gambling merchants are subject to enhanced monitoring and compliance checks.
Are casino transactions tracked?
Casino-related transactions are closely monitored for compliance and risk management.
Can operations with gambling sites be hidden?
Gambling activities are not concealed; transparency is required for regulatory reporting.
Are there notifications about gambling expenses?
Users receive transaction alerts but dedicated gambling expense notifications are typically not provided.
Are there special fees for gambling operations?
Standard transaction fees apply; additional scrutiny may affect processing.
Can limits be set on gambling?
Spending control features may help set limits on external parties; direct gambling limits not widely promoted.
Is there a self-exclusion function?
Direct self-exclusion from gambling payments is not offered; general transaction blocking is available.
Can access to gambling sites be restricted?
Bank blocks transactions to high-risk or flagged gambling sites as part of compliance.
Is gambling expense control supported?
Expense tracking tools monitor overall spending, but dedicated gambling control features are limited.
Are there notifications about limit exceedance?
Limit-exceedance alerts are sent for account and transaction caps.
Can operations with casinos be blocked?
Gambling or casino-related transactions can be blocked per risk policy and user request.
Is there gambling expense statistics?
Dedicated gambling expense analytics are not standard; overall spend can be tracked via statements.
Is a "cooling-off period" supported?
No direct cooling-off period feature; voluntary account blocking is possible.
Can help be obtained for gambling addiction?
The bank may refer clients to third-party resources for gambling problems.
Is there partnership with player assistance organizations?
Formal partnerships are not typically promoted; referrals may be available.
How to set up gambling expense notifications?
General transaction alerts can be configured; gambling-specific notifications are not standard.
Which online casinos accept this payment method?
Sterling Bank cards and accounts are rarely accepted directly by online casinos due to regulation.
Are there exclusive partnerships with specific casinos?
Sterling Bank does not publicize exclusive casino partnerships.
Do conditions differ when used in different casinos?
Casino-related transaction conditions depend on merchant, region, and regulation.
Are there special bonuses for using this method in casinos?
Sterling Bank does not offer special casino bonuses.
Can the method be used for both deposits and withdrawals in casinos?
General use for casino deposits and withdrawals is restricted unless permitted under law.
Are there geographic restrictions for casino usage?
Geographic and regulatory restrictions limit casino-related payments by Nigerian banks.
How do casino operators typically process transactions from this method?
Transactions are monitored for compliance and often require enhanced verification.
Are there typical processing times when used with casinos?
Casino payment processing is often slower due to compliance and risk assessment.
Do casinos usually charge additional fees for this method?
Casinos may impose extra fees or reject Nigeran bank cards for regulatory reasons.
Are there any known compatibility issues with major casino platforms?
Major casino platforms frequently experience compatibility issues with Nigerian bank cards due to regulatory restrictions.