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Frequently Asked Questions (Canadian Users)

GENERAL

How do I get a Zole account?

You can download Zole from the Google Play Store or the iOS App Store.

What does it require to be verified on Zole?

Your face match, identity card, and email address.

I cannot find the email that was sent to me for verification what do I do?

Kindly check your spam folder for this and mark as “not spam”.

What can I do with Zole?

You can use Zole to send money to Nigeria and also to receive and approve fund requests.

What do I do when I lose my phone?

We hope this doesn’t happen but if it does, reach out to us to block the account. When you retrieve your number and get another phone – download Zole and log in to pick up from where you stopped.

What do I do if my account is blocked?

Tell us how it happened and we will take a look and get back to you as soon as possible.

How does the app work for remittances?

The app allows you to transfer money from Canada to Nigeria using your mobile device along with your phone number and that of your recipient. You can create an account, and fund your wallet from your bank’s mobile or internet banking platform using Interac, and then send money to recipients.

Are there any fees for using the app?

Transfers are free on the Zole app.

How long does it take for the money to be received by the recipient?

Our technology allows your recipient to receive transfers within minutes.

Can I track my transfer?

Yes, the app allows you to track transfers in real-time and receive notifications when the money has been received by the recipient.

Can I transfer money to any country?

Zole currently facilitates transfers from Canada to Nigeria. However, we are growing rapidly and will be adding more countries soon. Please keep an eye out for communications in this regard on our website and social media channels.

Is my personal and financial information secure on the app?

The app uses industry-standard security measures, such as encryption, to protect users’ personal and financial information. So yes, your information is secure.

Can I cancel or reverse a transfer after it's been initiated?

Transactions are processed instantly and cannot be reversed.

Does my recipient need to take any action steps to receive funds from me?

Your recipient (in Nigeria) would need to download the Zole app, and register on the platform using their name (as it appears on their Driver’s License, Voter’s Card, BVN or NIN registration), phone number, and date of birth.

Why do I need to verify my account?

You need to verify your account in line with KYC (Know Your Customer) compliance requirements to verify a customer’s identity and assess and monitor customer risk.

How do I verify my account in Canada?

The easiest way to verify your Zole account is when you are signing up on the app, just fill in your details and follow the instructions on the screen. Please note that you’ll need a valid piece of government-issued ID such as a passport, or driver’s license, and proof of address to verify your account.

How do I fund my CAD wallet?

Login to the Zole app and click on the Fund button located on your Zole virtual wallet. Copy the email address “funds@zole.app” from the page that pops up; login to your banking app to fund your wallet via Interac. Please ensure you use the same Interac email address associated with the bank account that you will use to fund your Zole wallet.

How can I change my Interac Email address?

Login to the Zole app and click on the Fund button located on your Zole virtual wallet. You will see a button with a prompt asking you to “Link another Interac email”. Follow the subsequent prompts after clicking this button to change your interac email address.

ZOLE WALLET

How much does it cost to send money from Canada to Nigeria?

It is free. There are no transfer charges.

What if I send money to a contact list that is not yet registered on Zole?

No problem. The individual will get an instant message about the transaction and a link to download Zole so they can access the money.

What if I want to send money to someone who’s not on my contact list?

All you have to do is add them to your contact list and you will be able to send them money.

What if I miss a digit and send money to the wrong number?

We have designed Zole to prevent this. You can only send money to saved numbers already on your contact list.

Can I send money from Nigeria to someone in Canada?

No, you cannot send money back to Canada.

How long does it take to send money from Canada to Nigeria?

It takes from 5 minutes to 24 hours. We have to ensure that your account is debited successfully before we remit money to the person you are sending it to in Nigeria.

Can I send money to Nigeria when I am in another country other than Canada?

We are currently updating the list of countries but for now, you can only send money from Canada to Nigeria.

What is a recurring payment?

It is a function on Zole that allows you to set up periodic transfers to Nigeria.

How many recurring payments can I set?

You can set as many as 5 recurring payments to 5 people.

What is the frequency for recurring payments that I can set?

You can set recurring payments daily, weekly, and monthly but the total amount of payment must not exceed $5000.

How do I know that the money that I have sent to Nigeria has arrived?

You will get a notification when the transaction is completed.

REQUEST MONEY

Can I approve an amount of money different from what was requested?

Yes, you can adjust the amount of money you want to approve.

How will I avoid being spammed by money requests?

First, only close members of family and friends on your contact list can request money from you and second every account has a limited number of requests so they can only use it when it’s an emergency.

REFER AND EARN

What is the Zole App Referral Programme?

It’s a Zole App user feature that gives you cash rewards when you refer family and friends to use the application.

How do I benefit from the Zole App Referral Programme?

Refer 10 family and friends to use the Zole App, and when 3 of them are verified, you will get N2,000 as a Nigerian user and CAD$5 as a Canadian user.

How do I invite family and friends?

Refer 10 family and friends to use the Zole App, and when 3 of them are verified, you will get N2,000 as a Nigerian user and CAD$5 as a Canadian user.

Will I get the cash reward if I invite only 3 people and they all get verified?

No, you won’t. You have to invite 10 people; at least 3 of them must be verified to get a reward.

Will I get more money if I invite 10 people and more than 3 people are verified?

No, you won’t get more money even if more than 3 of your referrals are verified.

After referring and earning the cash reward, can I refer again and earn again?

No. The Zole Refer and Win program is currently in a one-off phase.

My family and friends have been verified, but I haven't received my cash reward. What do I do?

Ensure that you have invited at least 10 people and that at 3 of them have been verified.

Frequently Asked Questions (Nigerian Users)

GENERAL

How do I get Zole?

You can download Zole from the Google Play Store or the iOS App Store.

After I download Zole, what next?

You will have to verify your Zole account with your Bank Verification Number (BVN) and your NIN to begin.

Do I need to link my bank account to Zole?

The first bank account you link to Zole is part of the BVN process. You can link other accounts you want to send money to after that.

Can I link a bank account belonging to someone else?

No, you can only link your own bank account to your Zole account.

What do I do if linking my Zole account and BVN is not going through?

Ensure that your first name, middle name and surname appear exactly as it is on your BVN profile and reach out to us via email if you are still experiencing difficulties.

How quickly will I get my issues resolved when I reach out to Zole?

We operate Mondays To Fridays and we will resolve it within 24hrs of you reaching out.

I cannot find the email that was sent to me for verification what do I do?

Kindly check your spam folder for this and mark as “not spam”.

What can I do with Zole Today?

  1. Send and receive money within Nigeria for free.
  2. Send money to Nigeria from Canada.
  3. Purchase airtime instantly.
  4. Request money easily from family or friends in Nigeria or Canada.
  5. Create your own virtual dollar card to transact internationally. (resuming soon)

What if I miss a digit and send money to the wrong person?

We have designed Zole to prevent this. You can only send money to names and numbers already registered on your contact list.

What if I lose my phone?

We hope this doesn’t happen but if it does, reach out to us to block the account. When you retrieve your number and get another phone – download Zole and log in to pick up from where you stopped.

What happens when I send money to someone and they don’t download the Zole app to claim their money?

The money comes back to your Zole account if it’s unclaimed in 2days (48hrs).

What do I do if my account is blocked?

Tell us how it happened and we will take a look and get back to you as soon as possible.

ZOLE WALLET

How long does it take for local transfers to be completed?

A few seconds after you hit the send button.

What if I send money to a contact list that is not yet registered on Zole?

No problem. The individual will get an instant message about the transaction and a link to download Zole so they can access the money.

How do I hide my wallet balance on the Zole app?

When you open your Zole app, there is an eye icon beside your wallet balance. Tap once to hide and tap again to reveal your wallet balance.

How do I fund my Wallet?

You can fund your wallet directly from your bank account, your debit card, bank transfer, scanning a QR code, or using USSD.

How do I fund my Zole wallet from my debit card?

Go to your Zole homepage and tap “Fund”. Select the “Card or Bank Account Option”. Enter the amount you want to fund, choose the “card option”, enter your card details, tap “pay” and follow the prompts.

How do I fund my wallet with USSD?

Tap “Fund” from your Zole homepage then select the “Card or Bank Account Option”. Type the amount, choose “bank option” and enter your pin. On the top right hand corner, tap “change” to see different payment methods and then choose USSD and follow the prompts

How do I fund my wallet with Visa QR

Tap “Fund” from your Zole homepage then select the “Card or Bank Account Option”. Type the amount, choose “bank option” and enter your pin. On the top right hand corner, tap “change” to see different payment methods and then choose Visa QR and follow the prompts

How do I fund my wallet via transfer?

Tap “Fund” from your Zole homepage then select the “Card or Bank Account Option”. Type the amount, choose “bank option” and enter your pin. On the top right hand corner, tap “change” to see different payment methods and then choose Pay with Transfer and follow the prompts.

How do I fund my wallet via direct bank transfer?

Tap “Fund” from your Zole homepage then select the “Card or Bank Account Option”. Type the amount, choose “bank option” and enter your pin. On the top right hand corner, tap “change” to see different payment methods and then choose “Pay with Bank” and follow the prompts

How much does it cost to send money from my Zole wallet to my bank account?

It costs N10 for transfers that are N5,000 and below, N25 for transfers between N5001 and N50,000 and N50 for transfers above N50,000

Can I send money from my Zole account to any bank account?

No. You can only send money from your Zole account to your own bank account.

What is the maximum amount that I fund my wallet?

The maximum amount that you can fund your Zole wallet is N250,000 per time and N1 000 000 per day.

AIRTIME

How do I purchase airtime with the Zole app?

Open your Zole app, tap “spend”, tap “buy airtime” and follow the prompts.

Is there a limit to the amount of airtime I can get at a go?

Yes, you can get N50 – N20,000 at a go

Is there a limit to the amount of credit I can get in a day?

Yes, the maximum credit you can get in a day is N1,000,000 (One million Naira).

What network can I purchase on Zole?

You can purchase airtime for MTN, 9mobile, Airtel and Glo.

Can I get a refund if I send it to the wrong number?

No, you can’t and this is why you must confirm the number before you send the airtime.

ZOLE VIRTUAL DOLLAR CARDS

How much will it cost me to get the Zole virtual dollar card?

It will cost you a one-off fee of $2.00

Is there a monthly maintenance fee for the Zole virtual dollar card?

No, there is no monthly maintenance fee nor other hidden charges. After the one off fee you are charged just 0.5% on each transaction that you make.

What is your exchange rate for the Zole virtual dollar card?

It fluctuates with the FX market so every time you want to fund your Zole virtual dollar card, we display the current rate for you right on the app.

Is the Zole virtual dollar card compulsory?

No and it will never be. But it’s cool to have though. Customised, handy and ready to roll with you all over the world or the world wide web.

For how long is the Zole virtual dollar card valid?

The Zole virtual dollar card is valid for 3 years.

Where can the Zole Virtual Cards be used?

The Zole Virtual Card can be used on merchants sites internationally especially sites that have the mastercard Logo – Amazon, Apple Music, Google Play, Envato, Netflix, Udemy, Coursera, Facebook, Snap, GoDaddy, NameCheap, etc. Zole Virtual Card however will not work on bitcoin or binary option sites.

How can I get my Zole virtual dollar card?

Tap the cards icon on the bottom left on your Zole homepage. tap on Zole virtual Card. Choose the texture and colour you prefer and follow the prompts.

How long does it take to get the Zole Virtual Dollar Card?

After initiating the creation of your card, it is created in a matter of seconds.

How do I check my balance on my Zole Virtual Dollar Card?

Tap “Zole Virtual Card” from the card icon at the bottom right hand corner of your Zole homepage. Tap on the three horizontal dots on the card followed by “show card details” you would see your card balance and other info displayed.

REQUEST MONEY

Who can I request money from?

You can request money from everyone on your contact list who has a Zole account.

Why do I have only a limited amount of money requests?

So that you can use it only when it’s an emergency.

How do I know that the person has approved my request?

You will get a notification to this effect and your wallet will be credited.

How soon will I get the money?

As soon as the person makes the transfer.

Can I request money from family and friends in other countries than Canada?

That will be possible soon but for now, you can only request money from Canada