Help centre
How can we help?
Answers to the questions we hear most. Can't find yours? Contact support.
Getting started
How do I create an account?
Tap Create account and enter your phone number or email. We send a one-time code by SMS or email, then you choose a 4-digit PIN. There are no passwords.
Can I buy without an account?
Yes, on kudivend.com and on storefronts that allow it. Choose data, airtime, electricity or cable TV, then pay the exact amount by bank transfer to the one-time account number shown. A checkout fee of ₦100 applies. Guest orders are capped at ₦5,000 each (airtime ₦2,000) and ₦10,000 or 3 orders a day. Exam pins need an account. Buy without an account
Is there an app to download?
KudiVend runs in your browser. You can add it to your home screen from Chrome or Safari and it works like an app.
Why do I need to verify my BVN or NIN?
Nigerian rules require us to know who funds a wallet. Tier 1 needs your BVN or NIN and date of birth and lets you spend up to ₦50,000 a day and hold up to ₦300,000. Tier 2 adds an ID photo, selfie and proof of address and raises this to ₦200,000 a day and ₦500,000, plus refunds to your bank.
Funding your wallet
How do I add money?
Transfer from any bank app to the account number shown on your Wallet screen. It credits as soon as the transfer lands.
My transfer has not arrived.
Most transfers credit within minutes. If it has been more than 30 minutes, check the Status page, then report it from your wallet with your bank's receipt.
Why is my deposit on hold?
We hold money if the sender's name does not match your verified name, or if a deposit takes you over your balance limit. Money over the limit moves into your wallet as room frees up, for up to 7 days.
Why can't I buy airtime right after funding?
After your first funding, or funding from a new device, airtime and exam pins are unavailable for 2 hours. Data, electricity and cable work straight away.
Buying
How do I buy data?
Choose the network, pick a plan, enter the number and confirm with your PIN. Plan types are SME, gifting, corporate gifting and direct.
What if the price changes?
Prices can change at any time. If a price changes before you confirm, we show the new price and ask you to confirm again.
How do I buy electricity?
Enter your meter number. We show the name and address on the meter before you pay. Your token appears on the receipt; if it includes key change (KCT) tokens, enter those first.
Failed and pending orders
What does Pending mean?
We are confirming the result with the provider. The money is on hold, not spent. Most pending orders settle in a few minutes.
What does Failed mean?
The order was not delivered and the money is back in your wallet. You do not need to do anything.
I paid as a guest but didn't get my order
Check the receipt we sent to your phone or email; its private link shows the live status. Lost it? Use Find my order with your KV- reference, phone or email. If the order failed, the full amount including the checkout fee goes back to the account you paid from. If you sent too little, paid twice, or paid more than 5 minutes after the 30-minute timer, the money comes back minus ₦50. A refund that can't be sent asks you to add an account in the payer's name.
I see a "recovered" notice on my wallet.
An order we returned to you was later confirmed delivered by the provider, so we took the amount back. If your balance was too low, the rest shows as an amount owed.
Refunds
Can I cash out my wallet balance?
Your wallet is for spending. Tier 2 customers can refund their balance to their own verified bank account in the same name. Below tier 2, contact support for a reviewed refund to the account that funded the wallet.
I sent data to the wrong number.
Once delivered, it cannot be refunded. If the order is still pending, contact us right away.
Can I get a refund on an exam pin?
Not once it has been shown. If a pin does not work, report it and we will check it with the exam body. See the Refund policy.
Security
Will KudiVend ask for my PIN or OTP?
Never. Do not share them with anyone. We do not send codes by WhatsApp.
I forgot my PIN.
Tap Forgot PIN on the sign-in screen and confirm a code sent to your verified phone or email.
Why are refunds paused on my account?
After a PIN reset or a sign-in from a new device, refunds to bank, bank account changes, contact changes, API keys, webhooks and payouts are paused for 72 hours. You can still fund and buy.
Resellers
How do I become a reseller?
Create an account, complete tier 1, then switch to a reseller account in Settings and accept the reseller terms.
How do price tiers work?
Retail, Bronze, Silver and Gold. Your tier is set by your volume over the last 30 days and changes automatically. See Fees.
Can I upload many orders at once?
Yes. Bulk orders take a CSV of up to 1,000 rows.
API
How do I get API keys?
Sandbox keys are free and need no verification. Live keys need business verification: CAC certificate, director BVN and TIN. Read the API docs.
How do I avoid double charges?
Send a unique request_id with each order and reuse it when you retry. We never charge the same request_id twice.
White-label
What do I need to launch a storefront?
A verified business (CAC certificate, director BVN, TIN), a logo and your markups. Starter runs on a kudivend subdomain; Pro lets you use your own domain.
Who supports my customers?
You do. You can see your customers' tickets in your console. KudiVend processes payments, reversals and refunds.
How do I get paid?
Your margin is credited on every sale and can be withdrawn to your business bank account 7 days later. Your plan is billed on the 1st of each month from those earnings.
Still stuck?
Report a problem from the order in the app, or reach us 8am–10pm WAT. We aim to resolve disputes within 72 hours.