About Sterling WhatsApp
FAQs
Terms & Conditions
Sterling WhatsApp
Sterling WhatsApp Banking is designed to make banking transactions as easy as chatting with your friend.
To get started on WhatsApp banking, follow these simple steps:
1: Save the mobile number: +234 906 000 6449, as a contact on your device as you would any other number. Remember to use a name that’s easy to recollect. Our personal favourite is “Kiki”.
2: Once the number is saved on your phone, start a conversation by saying “Hi”, “Hey”, etc.
It is important you use the mobile number registered on your personal Sterling account to be able to enjoy this service. All service requests on Sterling WhatsApp are treated instantly, and the speed of transaction is as fast as the internet connection of your device.
Benefits of Sterling WhatsApp
Automatically links and enable all your accounts for transaction
Self-service registration: you can register for the service all by yourself
Easy, simple, fast and convenient!
Features of Sterling WhatsApp
• Sterling to Sterling and Sterling to other banks’ transfers.
• Airtime and Bills Payment
• Balance enquiry
• BVN enquiry
• Statement Generation
• Account Opening
Features to watch out for
• Micro Lending
• Micro Investment
• Card request & Delivery
• POS request & Delivery
• Credit rating
• WhatsApp Banking as a service for MSME and DFI
Frequently Asked Questions
What is WhatsApp Banking Service?
WhatsApp Banking is designed for existing and prospective individual account holders who chat on WhatsApp and desire a reliable, convenient and safe medium of performing basic banking transactions on their mobile devices leveraging on the real-time messaging capabilities of the WhatsApp platform.
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.
Applicable Charges
Transfer – within Sterling – No Cost
Other banks
N0 – N5,000 : N10 (VAT not inclusive)
N5,001 – N50,000 : N25 (VAT not inclusive)
N50,001 & Above : N50 (VAT not inclusive)
Balance and BVN enquiry – N10
How can I register for the Service?
1. Add the Banks verified WhatsApp phone number 0906 000 6449 to your contact list.
2. Chat with Kiki by saying “Hi” or “Hello”
3. Accept terms and condition by inputting “I agree + your sterling bank account number
4. Input the OTP sent to the registered phone number attached to your BVN number.
5. Create your PIN by providing your Card details.
What is the maximum amount I can transfer?
You can transfer up to N100,000 per transaction, and up to N300,000 per day
How secure is the WhatsApp Banking 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.
Can I use this service if I’m not a sterling Bank Customer?
The service is currently available to only Sterling customers.
Do I need Data or internet connectivity to access Sterling WhatsApp?
Yes, you will require data to be able to access services on WhatsApp, this is not different from how you connect with friends via WhatsApp for Instant messaging.
What can I do if I misplace my phone?
Call our contact Centre to disable WhatsApp’s Banking service on your account.
What happens if my transfer or airtime top up fails and my account has been debited?
An auto reversal of the value is effected to your account within 24 hours. If this does not take place, kindly contact our customer care on 0700 822 0000 or send an email to customercare@sterling.ng
Do I need to have airtime to access this service?
No, you do not need airtime to access this service, unless your internet connectivity plan requires that you have airtime to connect to instant messaging app such as WhatsApp.
How do I know am speaking to the real Kiki and not a Fake Kiki?
1. The phone number is 09060006449
2. Kindly look out for the verified symbol on the Kiki profile (the green tick symbol)
3. Look out for the Kiki’s image with sterling Banks logo by the top left-hand side.
4. The profile of the WhatsApp Account has the following details
a. The Banks Website: Sterling.ng
b. Business Address: Sterling towers, 20 Marina, Lagos Island, Lagos, Nigeria
c. Email Address: Customercare@sterling.ng
How do I make balance enquiry on Sterling WhatsApp?
| CUSTOMER | KIKI | |
|---|---|---|
| Step 1 | Customer initiates a conversation with Kiki | |
| Step 2 | Kiki responds with a list of services | |
| Step 3 | Customer types “Bal” or “Balance” for balance enquiry. | |
| Step 4 | Kiki provides account balance of all customer’s account |
Are there benefits buying airtime on Sterling Whatsapp?
• It’s easy, swift and simple to use
• Airtime can be purchased from any of the individual accounts at any time and from anywhere.
• Airtime topup is real time.
FEATURES
• Daily airtime top up limit is N20,000.
• Value is debited directly from your STERLING account
• Customer does not need to stop chatting on WhatsApp to consummate this transaction
Sterling to Sterling funds transfer
| CUSTOMER | KIKI | |
|---|---|---|
| Step 1 | Customer initiates a conversation with Kiki | |
| Step 2 | Kiki responds with a list of services | |
| Step 3 | Customer inputs transfer | |
| Step 4 | Kiki respond with the syntax for funds Transfer “Send Amount to account number” | |
| Step 5 | Customer inputs “Send Amount to account number” i.e. send 1000 to 0063xxxx47. | |
| Step 6 | Kiki prompts customer to select account to transact from | |
| Step 7 | Customer selects account to transact from | |
| Step 8 |
Kiki send customer details of the transaction, i.e. you are sending 1000 to Adedeji Adesanya with account number 0063xxxx47
Kiki send customer a link to input PIN |
|
| Step 9 | Customer input PIN | |
| Step 10 | Kiki ask customer to enter Yes/No to continue or stop the transaction | |
| Step 11 | Customer inputs Yes or No to continue or end the transaction | |
| Step 12 | Kiki should debit customer account and credit’s the beneficiary for Funds transfer. | |
How To Reset Your Pin
| CUSTOMER | KIKI | |
|---|---|---|
| Step 1 | Customer initiates a conversation with Kiki | |
| Step 2 | Kiki responds with a list of services | |
| Step 3 | Customer types “Reset”. | |
| Step 4 | Kiki send link for customer to validate card tied to the customer’s account and change transaction PIN | |
| Step 5 | Customer inputs card details | |
| Step 6 | Kiki validates Card details and Confirm PIN change. |
How do I do Generate Account statement using WhatsApp Banking
| CUSTOMER | KIKI | |
|---|---|---|
| Step 1 | Customer initiates a conversation with Kiki | |
| Step 2 | Kiki responds with a list of services | |
| Step 3 | Customer types “Statement” to view account statement of last 5 transactions”. | |
| Step 4 | Kiki provides details of the last 5 transaction |
How do I do check my BVN using WhatsApp Banking
| CUSTOMER | KIKI | |
|---|---|---|
| Step 1 | Customer initiates a conversation with Kiki | |
| Step 2 | Kiki responds with a list of services | |
| Step 3 | Customer types “BVN” to initiate a BVN enquiry. | |
| Step 4 | Kiki responds with the BVN tied to customer’s account |
How do I purchase airtime on Sterling WhatsApp
Airtime TopUp – Self
| CUSTOMER | KIKI | |
|---|---|---|
| Step 1 | Customer initiates a conversation with Kiki by saying “HI”, “Hello” or “Hey” | |
| Step 2 | Kiki responds with a list of services | |
| Step 3 | Customer types “TopUp Amount network” i.e. “Top up 100 Mtn” on Kiki | |
| Step 4 | Kiki prompts customer to select account to transact from. | |
| Step 5 | Customer select account to transact | |
| Step 6 | Kiki Consummate transaction, Debit Customers account for value of Airtime, and credit’s customer mobile number with Airtime value. |
Airtime TopUp – Others
| CUSTOMER | KIKI | |
|---|---|---|
| Step 1 | Customer initiates a conversation with Kiki | |
| Step 2 | Kiki responds with a list of services | |
| Step 3 | Customer types “TopUp Amount Beneficiary phone number network” i.e. “Top up 100 08121212121 Mtn”. | |
| Step 4 | Kiki prompts customer to select account to transact from | |
| Step 5 | Customer select account to transact | |
| Step 6 | Kiki send customer link to input PIN | |
| Step 7 | Customer input PIN | |
| Step 8 | Kiki Consummate transaction, Debit Customers account for value of Airtime, and credit’s customer mobile number with Airtime value. |
Are there benefits/features of transferring funds with WhatsApp Banking
• It’s convenient and saves you the stress of going to the bank and filling forms.
• The transaction processes within 20 seconds.
• You can transfer funds to any bank in Nigeria, and other Financial Institutions.
• Available 24 hours a day and 7 days a week
FEATURES
• Default transfer transaction limit is N50,000 per transaction, and daily limit is N100,000.
• Works with phone numbers registered with customer’s Sterling Bank account.
• Value is debited directly from your STERLING account.
• Transaction happens in real time
Sterling to Other Bank Funds Transfer
| CUSTOMER | KIKI | |
|---|---|---|
| Step 1 | Customer initiates a conversation with Kiki | |
| Step 2 | Kiki responds with a list of services | |
| Step 3 | Customer inputs transfer | |
| Step 4 | Kiki respond with the syntax for funds Transfer “Send Amount to account number Bank Code” | |
| Step 5 | Customer inputs “Send Amount to account number” i.e. send 1000 to 0063xxxx47 ACCESS. | |
| Step 6 | Kiki prompts customer to select account to transact from | |
| Step 7 | Customer selects account to transact from | |
| Step 8 |
Kiki send customer details of the transaction, i.e. you are sending 1000 to Adedeji Adesanya with account number 0063xxxx47
Kiki send customer a link to input PIN |
|
| Step 9 | Customer input PIN | |
| Step 10 | Kiki ask customer to enter Yes/No to continue or stop the transaction | |
| Step 11 | Customer inputs Yes or No to continue or end the transaction | |
| Step 12 | Kiki should debit customer account and credit’s the beneficiary for Funds transfer. |
WhatsApp Banking Terms and Conditions
PLEASE NOTE THAT YOUR USE OF AND ACCESS TO THE STERLING BANK WHATSAPP BANKING (“THE SERVICE”) IS SUBJECT TO THE FOLLOWING TERMS;
WhatsApp Banking is a digital banking service of Sterling Bank Plc. These Terms of Use (“The Terms”) represent an agreement between you and Sterling Bank plc and contain the terms and conditions governing your use of and access to our WhatsApp banking service and our products, services, and applications (“The Services”). “You” and “your” mean the person who uses or accesses the Service. “We,” “us,” and “our” means Sterling Bank plc. As used in these Terms, “Sterling Account” means the account you have with us for the Services. By using or accessing the Services, you represent that you have read and understand these Terms and you agree to be bound by these Terms.
THESE TERMS INCLUDE, AMONG OTHER THINGS, YOUR AUTHORIZATION FOR DEBITS AND CREDITS FROM AND TO YOUR BANK ACCOUNT (AS DEFINED BELOW)
WHAT ARE THE REQUIREMENTS TO USE THE SERVICES?
In order to use the Services, you must: (a) accept and agree to these Terms and the Privacy Policy; (b) add the Sterling Bank mobile number to your contact list (c) be a legal Nigeria citizen or a citizen of any country and must be at least 18 years of age; (d) have a Sterling Bank Account
(e) ensure that your WhatsApp mobile number is the same phone number registered with the Bank (f) provide all information requested by us, such as your name, email address, mobile device number, Bank Verification Number (BVN), and such other information as we may request from time to time (collectively, “User Information”) to open your Sterling Account. You represent and warrant that all User Information you provide us from time to time is true, accurate, current, and complete, and you agree not to misrepresent your identity or your User Information.
You agree to promptly notify us of changes to your User Information by calling +234 700 7837 5464 or sending an email to customercare@sterling.ng If we approve your registration, you will be authorized to use the Services, subject to these Terms.
WHAT ARE SOME RESTRICTIONS ON USING THE SERVICES?
You may only use the Services for your own personal, non-commercial use and not on behalf of or for the benefit of any third party. Your use of the Services must comply with all applicable laws. We are not responsible if you use the Services in any manner that violates applicable law(s).
You agree not to authorize any other person or entity to use your mobile number or mobile device to access the Services. You are solely responsible for the maintenance, confidentiality, and security of your User Information.
Except as otherwise required by applicable law, you are responsible for all transactions and other activities authorized or performed using your registered mobile number on the WhatsApp banking service or mobile device, whether authorized or unauthorized by you and we will not be responsible for any losses arising out of compromise of your One Time Password (knowingly or unknowingly), or theft of your User Information, or your mobile device from unauthorized or fraudulent transactions from your Bank Account. If you suspect or become aware of any unauthorized activity or access to your User Information or mobile device, you must contact us immediately at +234 700 7837 5464 or customercare@sterling.ng
We offer the Services and the features, information, materials, and content provided and depicted through the Services (collectively, “Content”) solely for your personal use for the purpose described therein and in these Terms. Any and all other uses are prohibited. You may not restrict or inhibit any other person from registering, using or enjoying the Services or Content.
The Services and Content are protected by copyright, trademark, patent, and other intellectual property laws. We expressly reserve all rights and remedies under applicable law and without our prior written consent, you may not use, modify, disassemble, decompile, reverse engineer, reproduce, distribute, rent, sell, license, publish, display, transmit, or otherwise exploit any Content in any form by any means. The Services or Content may not be used in any way that is illegal, harmful, fraudulent, deceptive, threatening, harassing, defamatory, obscene, or otherwise objectionable, as we may determine in our sole discretion; (a) jeopardize the security of your Sterling Account or any other person’s Sterling Account (such as allowing someone else to use your User Information to access the Services); (b) attempt, in any manner, to obtain the User Information or other security information from any other user of the Services.
We do not grant you any licenses, express or implied, to our intellectual property or the intellectual property of our licensors, except as expressly stated in these Terms. We retain all right, title, and interest in and to the Services, Content, and any associated trademarks, copyrights, mask work rights, trade secrets, and other intellectual property rights.
To the extent permitted by applicable law, we may, in our sole discretion and without liability to you, terminate (or suspend access to) your use of the Services, Content, for any reason, including, but not limited to, your breach of these Terms.
You hereby irrevocably authorize The Bank to accept and act upon instructions for financial and non-financial transactions given through the Platform and you shall be bound by such instructions.
The Bank will not be held liable for acting on an instruction to increase your transaction limits on the Service.
You hereby acknowledge all debits arising from the use of the Platform and agree that the Bank’s books, entries and registers shall be final and conclusive evidence of the correctness of any transaction.
You are responsible for all acts or omissions when you use the Platform (including, without limitation, the entry into of any transactions) and the Bank shall be entitled to treat any access to or use of the Platform (including, without limitation, the entry into of any transactions) as having been duly authorized by you regardless of whether or not it was effected on your behalf. The Bank shall not have any obligation to determine whether transactions were authorized by you and shall be entitled to assume that transactions are so authorized.
At our request, you agree to defend, indemnify, and hold harmless Sterling Bank plc, its affiliates and their respective employees, officers, directors, agents, and third-party service providers from and against any and all claims, suits, liabilities, damages (actual and consequential), losses, fines, penalties, costs, and expenses (including reasonable attorneys’ fees) arising from or in any way related to any third-party claims relating to your use of the Services, violation of these Terms, applicable law or any third-party rights, or fraud or willful misconduct. Such indemnified parties reserve the right to assume the exclusive defense and control of any matter subject to indemnification by you, in which event you will cooperate in asserting any available defenses.
As permitted by applicable law and except as otherwise expressly provided in these terms, you expressly understand and agree that your use of the services and all information, products, and other content (including that of third parties) included in or accessible from the services is at your sole risk. The services are provided on an “AS IS” and “AS AVAILABLE” basis without any warranty of any kind. To the maximum extent permitted by applicable law, we expressly disclaim all conditions, representations, and warranties of any kind as to the services and all information, products, and other content (including that of third parties) included in or accessible from the services, whether express, implied, statutory, or otherwise. We and our third-party service providers make no warranty that (a) the services will meet your requirements, (b) the services will be uninterrupted, timely, or error-free, (c) the results that may be obtained from the use of the services will be accurate or reliable, (d) the quality of any products, services, information, or other material purchased or obtained by you through the services will meet your expectations, or (e) any errors in the services will be corrected. no oral or written information or advice obtained by you from us or our third-party service providers through or from the services will create any warranty not expressly stated in these terms.
Any material downloaded or otherwise obtained through the Services is done at your own discretion and risk, and you are solely responsible for any damage to your mobile device or loss of data that results from the download of any such material. To the maximum extent permitted by law, we disclaim all implied warranties regarding the platform. We do not promise that the information, content or materials displayed on the platform are accurate, sufficient or error-free. We do not promise that the information on our system is, when accessed by you, up-to-date or complete.
To the fullest extent permitted by applicable law, you agree that Sterling Bank Plc, its affiliates, and respective employees, officers, directors, agents, and third-party service providers will not be liable to you or any third party for (a) the performance of the services or the inability to use the services; (b) any event beyond our reasonable control.
Any disputes or claims arising out of or about its subject matter or formation (including non-contractual disputes or claims) are governed by and construed in accordance to the Laws of the Federal Republic of Nigeria—pursuant to which the following provision for dispute resolution shall apply: Any dispute arising under or about the validity, interpretation and performance of this Agreement that cannot be resolved amicably by the parties through negotiation within thirty (30) days, shall be referred to Mediation at the Lagos State Multi-Door Courthouse (LMDC) for resolution under the provisions of Lagos State Multi-Door Courthouse (LMDC) Law 2007.Each party shall bear their cost about the Mediation. Where the parties are unable to resolve the disputes through mediation, such disputes shall be referred to and finally determined by a Court of Nigeria having competent jurisdiction.