New U-Direct: Quick Guide/Frequently Asked Questions

Outline New U-Direct: Quick Guide/Frequently Asked Questions 1. Getting Started 1.1. How can I enroll for Internet Banking (U-Direct)? 1.2. Why is my U-Direct Login Page not loading properly? 1.3. How can I access U-Direct? 1. Retrieving My U-Direct Credentials 1.4. I cannot remember my user ID. How can I retrieve it? 1.5. I forgot my password. How can I reset myself? 1.6. I have forgotten answers to my security questions. How can I retrieve them? 2. Security & Safety 1.7. How can I further secure my login credentials? 1.8. What can I do if I notice my credentials have been compromised? 1.9. I got Authentication Account Locked error. What caused this and how can this be resolved? 3. Personalization 1.10. How can I change my user ID to suit my preference? 1.11. How often can I change my user ID? 1.12. How can I change my Account Nickname to suit my preference? 4. Token & One-Time-Password (OTP) 1.13. What options of transaction authorization do I have? 1.14. How can I get a token? 1.15. I got token authentication failed or Token Authentication Locked error message. What could lead to this and how can I resolve it? 1.16. My token is lost/stolen. What should I do? New U-Direct: Quick Guide/Frequently Asked Questions Page 1 of 13

5. Viewing Balances & Statement Download a. My balance does not seem impacted after I sent some money. What can I do? b. How can I print my statement in PDF? 6. Transaction Limits 1.17. What are my transactions limits? 1.18. How can I increase my limit and what are the maximum limits allowed? 7. Sending Money - LCY & FCY 1.19. How can I send money to local bank accounts? 1.20. When I initiated a transfer. I got Online transfer failed or beneficiary limit exceeded. What could be responsible? 1.21. I got the error message Destination Bank is unavailable or account number is invalid. What does this mean? 1.22. How can I send money to foreign bank accounts? 8. Paying Bills 1.23. How can I pay bills? 1.24. I did not get value for the bills payment I made. How can I get refund? 9. Airtime Topup 1.25. How can I do airtime topup? 1.26. I did not get value for the airtime topup I made. How can I get refund? 10. Loading UBA Prepaid Card 1.27. How can I Load a UBA Prepaid Card? 1.28. I did not get value on the prepaid card I loaded. How can I get refund? 11. Corporate Administration 1.29. How can I create a new/additional corporate user? New U-Direct: Quick Guide/Frequently Asked Questions Page 2 of 13

1.30. How can I edit/delete user details? 1.31. How can I disable/enable a user? 1.32. How can I reset password of a user? 1.33. How can I grant or change access right of a user? 1.34. How can I define access/login time for the users? 1.35. How can I activate out-of-office setting for a user on vacation? 12. Online Help 1.36. How can I use Live Chat? 13. My Enquiry is not covered here. What can I do? 14. Getting Started 14.1. How can I enroll for Internet Banking (U-Direct)? A. UBA individual customer can do instant self-enrollment for U-Direct from the login page https://www.ubadirect.com. Registered user can start to transact immediately with One- Time Password (OTP) deliverable as SMS to phone. Once registered, you have the keys to our Bank! You can now do all your transactions anytime and anywhere. B. Enrollment for Corporate customers would be done through our Business Offices. In which case, Corporate Admin user(s) would be created; this user can in turn create other users for the Corporate. Notes: a. Login format for Corporate user is Corp ID.User ID (in the same User Name b. Corporate users can only initiate transactions with token (OTP not allowed) 14.2. Why is my U-Direct login Page not loading properly? A. You may be using an old browser. Please note that lower versions of internet explorer IE 7 and below are no longer supported by Microsoft. So, we advise you open the internet banking page https://www.ubadirect.com on other browsers like Chrome, Safari, Mozilla, IE 8 and above for better experience. 14.3. How can I access U-Direct? A. U-Direct can be accessed via https://www.ubadirect.com from any internet enabled devices Ipad, tablets, pharblets, mobile phones, laptops and other internet-enabled devices New U-Direct: Quick Guide/Frequently Asked Questions Page 3 of 13

15. Retrieving My U-Direct Credentials 15.1. I cannot remember my user ID. How can I retrieve it? A. From the login page, click the Forgot User ID? Link and follow the simple prompts. Your user ID would be sent to your registered phone and mailbox 15.2. I forgot my password. How can I reset myself? A. From the login page, click the Forgot Password? Link and follow the simple prompts. A new password would be sent to your registered mailbox 15.3. I have forgotten answers to my security questions. How can I retrieve them? A. From the main menu, click General Services, then click set security questions sub-menu. You need to have a token to be able to reset your security questions B. If you do not have a token, please contact UBA business office or CFC to make the request to have your security questions deleted Note: If you are not sure of the answer to your question, it is better to reset by following the steps above than to do more than 2 trials which would give you account service lock error. 16. Security & Safety 16.1. How can I further secure my login credentials? A. UBA has put adequate measures in place to ensure that your account is protected. However, ensure you do not share (or write down) your login details user ID, password, security questions and answers with anyone by phone or online so that your account is not compromised. 16.2. What can I do if I notice my credentials have been compromised? A. If you notice any possible compromise of your U-Direct credentials, urgently reset your password and change your security questions. You can also contact our customer fulfilment center (cfc@ubagroup.com) to deactivate your profile if you could not do the password reset and security questions yourself 16.3. I got Authentication Account Locked error. What caused this and how can this be resolved? A. To further protect your account, security questions have been put in place. You have set up 5 questions during enrollment. This error message often results when wrong answers have been provided to security questions more than twice. This can be resolved by contacting CFC or any UBA Business Office. 17. Personalization 17.1. How can I change my user ID to suit my preference? New U-Direct: Quick Guide/Frequently Asked Questions Page 4 of 13

A. You can choose to change your user ID by clicking Personal Profile, then click Update Channel Login ID to change your user ID. 17.2. How often can I change my user ID? A. You can change your user ID as often as you desire. It is all about you! 17.3. How can I change my Account Nickname to suit my preference? A. You can choose to change your nickname by clicking Personal Profile, then click Update Account Preferences. Click on Update Account Nickname to change your account nickname. 4.4 How can I add more widgets to my dashboard? A. From the main menu, click Dashboard, click the Personalize Dashboard. You can then choose from the array of widgets to be added to your dashboard 18. Token & One-Time-Password (OTP) 18.1. What options of transaction authorization do I have? A. The following are the available options i. Mobile Token App (downloadable from apps stores google, apple, UBA apps stores etc) ii. Hard Token (request through business office or CFC) iii. One-Time-Password (For retail users (individuals) only. Every user with valid mobile number is setup at enrollment for OTP, which is delivered as SMS to the registered mobile number) 18.2. How can I get a token? A. Hard Token Fill a request/activation form which is available on UBA Group website and submit to any UBA business office or CFC. Hard token would be given (or dispatched) to you and it would be activated within 24hours 18.3. I got token authentication failed or Token Authentication Locked error message. What could lead to this and how can I resolve it? A. Token Authentication Failed Possible causes i. Token is being used for the first-time and was not reset before use or if token has been in use, then it could be out of sync reset token by clicking General Service Reset Token (supply Token Response codes 1 and 2 and click submit) New U-Direct: Quick Guide/Frequently Asked Questions Page 5 of 13

ii. Token might not have been linked to the user token should be linked to user and be activated by Bank. Please contact any business office or CFC B. Token Authentication Locked This is a security measure Possible cause i. Invalid token codes might have been used more than twice your token profile needs to be unlocked. Please contact UBA business office or CFC 18.4. My token is lost/ stolen. What should I do? A. Your token (hard or mobile apps) is a sensitive device and must be kept safe at all times. If you observe that it is lost or stolen; quickly contact our Customer Fulfillment Center (CFC) to have the token disabled. Also, change your password immediately to avoid unauthorized access to your account. Meanwhile, for individual (retail) users, you can continue to do transactions with your One- Time-Password (OTP), which is delivered to your phone before you have a replacement token. 19. Viewing Balances & Statement Download 19.1. My balance does not seem impacted after I sent some money. What can I do? A. Please check the status of the transaction by clicking menu Transaction Management View Completed Transaction. If transaction status is failed, then you will have to re-initiate the transaction but if successful, then check if there is a lien on your account of the transaction amount. To check lien on account, click menu Accounts Operative Accounts, then mouse over on the customer ID and choose Inquire on Lien Please note that the lien is temporary and our system would release the lien and debit your account only for successful transactions. If transaction failed, the lien would be lifted afterwards and you can then re-initiate your transactions 19.2. How can I print my statement in PDF? A. Click menu Accounts Operative Accounts, then mouse over on the customer ID and choose View Transaction History; select the date range and click on download as button. Choose PDF as your preferred option. 20. Transaction Limits 20.1. What are my transactions limits? New U-Direct: Quick Guide/Frequently Asked Questions Page 6 of 13

Transaction limits are defined by the token type, transaction value-date (instant or next day) and if customer has executed indemnity Token Type Indemnity In place? Transaction Value-date Per Transaction Limit (Individual) Daily Limit (Individual) Per Transaction Limit (Corporate) Daily Limit (Corporate) One-Time-Password (OTP) N/A Instant 100,000 100,000 Not applicable Not applicable Token (Hard/Mobile Apps) Token (Hard/Mobile Apps) Token (Hard/Mobile Apps) No Instant 1,000,000 1,000,000 10,000,000 10,000,000 Yes Instant 1,000,000 5,000,000 10,000,000 50,000,000 Yes Next day 1,000,000 10,000,000 10,000,000 100,000,000 20.2. How can I increase my limit and what are the maximum limits allowed? A. The table above show the possible limits. This means, if an OTP user wants higher limits, s/he would have to get a token. No higher limits are permitted beyond the ones listed in the table above. Meanwhile, to further explain the table above, an individual using token and who has executed indemnity can do transactions up to N5m for instant value and N10m for next day value. This means there is up to N15m daily limit for the user just that beneficiary would get instant value, using Transfer to other Banks (Instant Value) for N5m but Transfer to other Banks (Next Day Value) has to be used for the remaining N10m. Similar explanation is applicable to a corporate user. 21. Sending Money - LCY & FCY 21.1. How can I send money to local bank accounts? Click on main menu Transactions; A. If the bank account is your own UBA account, you will use the sub-menu Transfer to My UBA Account. You will choose account from where you want to transfer the money and also choose the one you will like to credit. Input the amount and narration and authorize the transaction with Token/OTP B. If the bank account is another UBA account, you will use the sub-menu Transfer to Another UBA Account. You will choose your account where you want to transfer from and choose the beneficiary from your list or use the adhoc payee to input the account number (if the account holder is not in your beneficiary s list). Please check the box add to beneficiary if you desire to add the account holder to your list. Input the amount and narration and authorize the transaction with Token/OTP C. If the account is in another Bank and you want beneficiary to get instant value, you will use the sub-menu Transfer to Other Bank (Instant Value). You will choose your account where you want to transfer from and choose the beneficiary from your list or use the adhoc payee to input the account number and bank (if the account holder is not in your beneficiary s list). Please check the box add to beneficiary if you desire to add the account holder to your list. Input the amount and narration and authorize the transaction with Token/OTP New U-Direct: Quick Guide/Frequently Asked Questions Page 7 of 13

D. If the account is in another Bank and you want beneficiary to get next day value, you will use the menu Transfer to Other Bank (Instant Value). You will choose your account where you want to transfer from and choose the beneficiary from your list or use the adhoc payee to input the account number and bank (if the account holder is not in your beneficiary s list). Please check the box add to beneficiary if you desire to add the account holder to your list. Input the amount and narration and authorize the transaction with Token/OTP 21.2. When I initiated a transfer. I got Online transfer failed or beneficiary limit exceeded. What could be responsible? A. You may get this error, if there is a deposit amount restriction on the beneficiary s account. This affects most low-kyc accounts because deposit/balance restrictions are stipulated by CBN and effected by Banks. You will need to break the transfer amount to smaller values. Usually, the lowest one is N20, 000 per transfer, followed by another, which is N50, 000 per transfer. 21.3. I got the error message Destination Bank is unavailable or account number is invalid. What does this mean? A. Sometimes, there may not be connectivity (through the switch) with the destination Bank. This measure is used to avoid your account from being liened without successful transaction. So, you may need to retry the transaction later. B. In other instance, the account number may not be valid or a wrong combination of account and Bank has been inputted. So, you will need to confirm the account number and the Bank and retry the transaction later. 21.4. How can I send money to foreign bank accounts? 22. Paying Bills A. To send money to a foreign bank account, you will need to have a domiciliary account (USD, EUR or GBP) and token. Click the menu FX International Transfer, fill the required details B. If you want to send to another domiciliary account in UBA, you will use the menu FX Transfer (within UBA) 22.1. How can I pay bills? A. Bills payments on U-Direct is simple, fast and convenient. You can pay almost all your bills on U-Direct. Click menu Pay Bills, select Biller Category Biller Item; input the relevant details and make your payment. (A quicker way of doing this is to use the Pay Bills widget on the dashboard) New U-Direct: Quick Guide/Frequently Asked Questions Page 8 of 13

22.2. I did not get value for the bills payment I made. How can I get refund? A. You do not need to worry, sometimes, there could be a system glitch and you do not get the value for the bills which you have been debited. Our system is designed to autoreverse failed transactions but if this does not happen, there would be manual reversal within 48hours once we get confirmation that the transaction failed from the settlement report. However, you may wish to send a mail to CFC, stating your account number and name, bills paid for, amount and date of transaction. 23. Airtime Topup 23.1. How can I do airtime topup? A. Topping up your phone or that of your friends and family is pretty easy, fast and convenient on U-Direct. Click menu Buy Airtime, select telco Item Phone Number. (A quicker way of doing this is to use the Buy Airtime widget). Your registered phone number is the default phone number to make topup easier and faster but this can be edited to any mobile line you want to top up. 23.2. I did not get value for the airtime topup I made. How can I get refund? A. You do not need to worry, sometimes, there could be a system glitch and you do not get the value for the airtime topup which you have been debited. Our system is designed to auto-reverse failed transactions but if this does not happen, there would be manual reversal within 48hours once we get confirmation that the transaction failed from the settlement report. However, you may wish to send a mail to CFC, stating your account number and name, phone number being topped up, amount and date of transaction. New U-Direct: Quick Guide/Frequently Asked Questions Page 9 of 13

24. Loading UBA Prepaid Card 24.1. How can I Load a UBA Prepaid Card? A. That s easy! Simply click on Transactions from the main menu and select UBA Africard Load but ensure you have either your card or your card details close by. Input the details and the amount to load and click transfer button. Input your token code or choose OTP to answer security question for one-time-password to be delivered to your phone. 24.2. I did not get value on the prepaid card I loaded. How can I get refund? A. Please contact CFC via email (cfc@ubagroup.com) or live chat so that the agents can take it forward. 25. Corporate Administration 25.1. How can I create a new/additional corporate user? A. Only a Corporate Admin (Corporate user who has been created as an Admin) has the privilege to create other corporate users. Corporate Admin should click menu Corporate Administration Access Management Create New User. A simple page to capture details and access rights for the new user would be displayed as shown below. Corporate Admin would fill this out and authorize with token. (If there is an approval work flow in place for this activity, then the approval would be prompted and once approved), if no approval workflow rule for this activity, then, the first Corporate Admin would have to get back to sub-menu Access Management, choose the user by clicking the radio button and click the dropdown button to select set password. Click set and send password and the new user would get the login credentials in his/her mailbox immediately. This new Corporate user can begin to access the Corporate profile and have rights based on the option chosen in the menu profile. VIEW menu means that the user cannot initiate any financial transactions but can view only and TRNSF menu means that the user can initiate financial transactions defined by the Corp Admin. Note: Only Bank can create a Corporate Admin 25.2. How can I edit/delete user details? A. Select from the main menu Corporate Administration Access Management, a list of all the corporate users would be displayed. Choose the user by clicking the radio button against the user, click the dropdown button of additional action to select option to edit or delete the user, depending on the choice of the admin 25.3. How can I disable/enable a user? A. Only the Corporate Admin user can perform this function by clicking the menu Corporate Administration Access Management. Select Maintain User Access Details from the options. A list of all the corporate users would be displayed. Choose the user by clicking the radio button against the user and then click the Enable or Disable Users button below New U-Direct: Quick Guide/Frequently Asked Questions Page 10 of 13

the list. You may choose to disable/enable the users Login and/or ability to Transact by changing to Yes/no. 25.4. How can I reset password of a user? A. We have made provision for all users to be able to do self-reset The Corporate Admin user can perform this function by clicking the menu Corporate Administration Access Management. Select Maintain User Access Details from the options. A list of all the corporate users would be displayed. Choose the user by clicking the radio button against the user; click the dropdown button of additional action and select the set Password option. Tick the Set signon Password checkbox and click continue. 25.5. How can I grant or change access right of a user? A. Using the menu Corporate Administration Access Management, a list of all the corporate users would be displayed. Select Maintain User Access Details from the options. Choose the user by clicking the radio button against the user; click the dropdown button New U-Direct: Quick Guide/Frequently Asked Questions Page 11 of 13

of additional action to select option to edit the user s details. You can change user s menu profile between View & Transfer. 25.6. How can I define access/login time for the users? A. Using the menu Corporate Administration Access Management, a list of all the corporate users would be displayed. Select Maintain User Access Details from the options. Choose the user by clicking the radio button against the user; click the dropdown button of additional action to select option to Set Login Time Restrictions. You can set the days in the week and the periods in the day when user will be able to Login. 25.7. How can I activate out-of-office setting for a user on vacation? A. Using the menu Corporate Administration Access Management, a list of all the corporate users would be displayed. Select Maintain User Access Details from the options. Choose the user by clicking the radio button against the user; click the dropdown button of additional action to select option to Activate Out-of-Office Setting. You can choose to activate this setting by selecting either Yes or No. 26. Online Help 26.1. How can I use Live Chat? A. Your numerous enquiries can be attended to by clicking on the Live Chat link at the bottom of the Login page (or on top of the main menu) to chat with our customer service agent. 27. My Enquiry is not covered here. What can I do? New U-Direct: Quick Guide/Frequently Asked Questions Page 12 of 13

A. For further enquiries, please mail (cfc@ubagroup.com) or call our Customer Fulfillment Center (CFC) on 016319822, 012808822 and +2347002255822. New U-Direct: Quick Guide/Frequently Asked Questions Page 13 of 13