FAQ

About Tenn

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What is Tenn?
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Tenn is a mobile banking app that provides free banking services to everyone in Nigeria. Tenn is licensed and regulated by the CBN with deposits insured by the NDIC.
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How do I register?
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You can register an account via the Android app using your phone number. Once you complete the registration process, you will get a basic account to see all banking functions available on Tenn.
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How do I upgrade my account?
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You can upgrade your KYC levels by verifying your BVN and a government issued ID. Once you complete the verification process, you can make deposits and withdraws from your TENN Bank account.

General information

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I don't have an Android device - can I apply on a computer or from another operating system?
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Tenn is currently only available on Android devices.
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Who should I contact to submit a comment, question or complaint?
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You can reach us at [email protected] to submit comments, questions, or complaints.

User account

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Can I change the phone number I used to register Tenn account?
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The phone number used to register the Tenn account can not be changed. If the number you entered is incorrect, please register another account with the correct phone number.
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Can I update my personal information after I register an account?
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Yes, you may update your personal information that is not verified by any of your IDs. Information such as name, phone number, address etc. can not be updated once it is verified

KYC Levels

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Level 0
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This is a test account that does not require the verification of any personal information.
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Level 1
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Level 1 account verifies the customer's BVN and matches the name and phone number on the account. The user is issued a NUBAN account and have access to banking function with specified limits
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Level 2
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Level 2 account verifies the customer's ID. Accepted ID includes NIN, Voter's Card, and International passport. Level 2 accounts have higher limit than level 1 accounts.
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Level 3
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Level 3 account verifies the customer's address and their face ID. Level 3 account has no limit on account balance.

Payments

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How long does it take the balance to be reflected on the account
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Normally it should take less than 30 minutes for the balance to be shown. If it takes longer than that, please contact customer support.
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Will the money be refunded if I do not receive the money
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Yes, you will be refunded if the transaction does not complete.
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What are the banks supported by Tenn?
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Tenn supports all banks available in Nigeria
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Can I reverse a transaction after it is completed
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Unfortunately you can not undo a transaction once its status is finalized. Please be very careful when handling your account

Pricing and limits

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What's the transaction cost for deposits and withdrawals
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TBD (Once paystack fee is set, we will set our Fee structure accordingly)
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What's the limit for different types of transactions
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For transaction limits, please refer to details regarding KYC levels

Security and privacy policy

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Can I trust Tenn with my personal information?
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Your security is our number one priority.

Our platform utilizes advanced technology and protocals to protect your data. Tenn never shares your information with third parties unless it is required by regulators.
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I have forgotten my Password/PIN. How can I get it back?
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If you do not remember your Password/PIN, log into the app, select 'forgot Password/PIN' and complete the 2-factor authentication process to verify your ownership of the account. Once the verification is completed, you will be prompted to change your Password/PIN.

Google Play Store

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How do I get the latest version of the app?
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To benefit from the best user experience we encourage you to always update your app to the latest available version. To update, search for "Tenn" in the Google Play Store then click “Update”.

If this doesn't work, try uninstalling then reinstalling the app.