Support & complaints

1.Contact the team

Email support@logaxp.com and include “NairaMove” in the subject. If you can sign in, use the customer Help screen or the relevant merchant payment or complaint page so the issue stays linked to the correct record.

This contact is for NairaMove product support and complaints. Do not send money to a support agent or share your PIN, password, passkey, email code, full bank details, BVN or NIN.

2.A payment or refund issue

1. Check the payment’s current status and keep its reference.
2. Tell us the date, test amount, what you expected and what the application shows. Share a redacted screenshot only if it helps.
3. For a purchase dispute, explain the goods or service issue. The merchant may need to respond before a refund decision can be made.
4. Keep the complaint reference and reply in the same case. Avoid sending duplicate payment instructions while an outcome is pending.

3.Lost access or suspected misuse

Use a saved passkey to sign in where possible. Use the account recovery route if you no longer have access, or contact the team if you cannot reach it. Recovery checks and waiting periods protect the account; support cannot reveal your existing PIN.

If you can still sign in, review your sessions and sign out devices you no longer control. Report suspected misuse promptly. If actual money is at risk in an external bank account, contact that bank through its official fraud channel.

4.How complaints are handled

The team reviews the issue, requests only relevant information and records the outcome or next step. We may need input from the merchant, a service provider or a separate reviewer. We do not promise an instant refund or a fixed resolution time before the facts are known.

If you disagree with a response, reply with the original case reference and ask for a review by another authorised staff member. State what remains unresolved and the outcome you are requesting. Your statutory rights remain available.

5.Privacy requests and security reports

Use the subject “NairaMove privacy request” for access, correction or deletion requests. The Privacy notice explains your rights and the option to contact the Nigeria Data Protection Commission.

Use “NairaMove security report” for a suspected vulnerability. Start with a brief description and steps that do not expose anyone’s private records. We can arrange an appropriate channel for further details.