Troubleshoot Login and Signup issues
Troubleshoot Login and Signup issues
What should I do if I can't log in?
Don't worry; it happens! Ensure you have a stable internet connection.
If you've forgotten your password, just hit the "Forgot Password" button to reset it.
Still stuck? Do not create multiple accounts. Please reach out to us via our various support channels; we’re here to help!
My KYC verification failed/was rejected
Double-check that you entered the correct and accurate information for your personal details.
Verify you have followed the prompt generated on the verification page.
Try the verification process again after verifying all of the above has been done correctly. If it doesn't work out, please reach out to support as soon as possible.
Can I use my friend's BVN/NIN to register?
No. To keep your account safe and secure, use only your own BVN/NIN.
No borrowing allowed—your personal document is your key to your account's security and integrity.
Can I create more than one Squads account?
You are permitted to control ONLY ONE Squads account.
Owning multiple accounts may lead to the termination or suspension of any or all of your accounts and could result in the revocation or forfeiture of any prizes you have won.
Troubleshoot Deposit and Withdrawal Issues
Troubleshoot Deposit and Withdrawal Issues
Why is my deposit not showing up?
Deposits can take a few minutes to reflect. If it's delayed beyond 15 minutes, please reach out to support.
All we need to review this is the receipt and details of the transaction which includes the following:
Your email address
The transaction receipt
The session ID
Account information - The account you deposited into
If you are reporting this via live chat, send the above by following the prompt so we can assist you in due time.
Why is my withdrawal pending?
A pending status usually means we're reviewing your transaction. It should clear soon, but let us know if it's taking too long.
If it has exceeded an hour, kindly reach out to the support with the transaction reference and the screenshot of the transaction. Kindly exercise patience. Be rest assured that you'll get your withdrawal!
I can't find my bank listed
If you do not find your bank listed upon withdrawals, please reach out to us, so we can add the bank to the listed banks. In the interim, you may want to try withdrawing to a different bank while we address the issue.
Can I deposit into a previously generated account?
NO, you will need to generate a new virtual account each time you want to make a deposit. Depositing into a previously generated account may leave your funds pending or delayed, and we want you to have the best experience—quick and easy!
Can I withdraw into an account with a different name?
NO, withdrawals must be made into an account that matches the first name and last name (surname) on your account.