Delete your account

Send a deletion request from the email address registered on your account to support@ultrapaymfb.com.ng, with the subject “Account deletion request”. You can also call 0700 000 0000 or visit any branch.

Please include the name on the account and the phone number registered to it. Do not send your BVN, NIN, PIN or password by email — we will never ask for them, and we will verify your identity through a separate channel before acting on the request.

• Any remaining balance must be withdrawn or transferred out — we cannot delete an account that still holds customer funds.
• Any pending or unsettled transaction must have completed.
• We must be able to verify that the request genuinely comes from you, to protect against someone attempting to close your account fraudulently.

• Your sign-in credentials, so the account can no longer be accessed.
• Your transaction PIN (already stored only as an irreversible one-way hash).
• Your saved beneficiaries and your in-app notifications.
• Your profile details and any profile photo, and your push notification token, so your device stops receiving alerts.
• Any identity document images held beyond the period we are required to keep them.

We are a bank licensed by the Central Bank of Nigeria, and anti-money-laundering and record-keeping rules oblige us to retain certain records even after an account is closed. We cannot delete these on request:

• Your KYC identification records, including the identity data used to open the account.
• Your transaction history — transfers, bill payments and statements.
• Records of security and audit events relating to the account.

These are retained for the statutory minimum period, generally at least five years from the date the relationship ends, and longer where a dispute, investigation or court process requires it. Once that period expires and no legal, regulatory or legitimate business reason to keep them remains, they are deleted or anonymised. Retained records are held under the same protections described in our privacy policy.

We acknowledge deletion requests within 5 working days and complete them within 30 days, once your identity is verified and any remaining balance has been settled. If we cannot complete a request — for example because the account still holds funds, or the law requires us to keep it open — we will tell you why.

If you do not want your account deleted, you can instead ask us to stop sending marketing messages, turn off notifications in Android Settings, or ask us to correct data that is wrong. Your rights are set out in full in our privacy policy. If you are unhappy with how we handle your request you may complain to the Nigeria Data Protection Commission.