Help & support
How can we help?
Answers to common questions about paying FMBN, payment status, receipts and refunds.
Browse by topic
- Payment issuesProblems starting a payment or using your payment link.
- Payment pendingYou have paid but the status has not changed yet.
- Receipt issuesFinding, downloading or verifying a receipt.
- Rent paymentsPaying rent and service charges for FMBN office space.
- Incorrect amountYou entered or paid the wrong amount, or are not sure what to pay.
- RefundsHow refunds are reviewed and returned.
- Contact FMBNHow to reach FMBN about a payment.
- Report a problemSuspicious requests, errors or anything that looks wrong.
Payment issues
How do I start a payment?
Choose Make a Payment and select Rent / Lease or Service Charge. You do not need an invoice or reference number.
State the FMBN building and your unit, suite or office, enter the amount you are paying, and add your name and email address. After you review the details, you receive a payment advice with a secure payment link and a payment reference.
How do I pay, and who am I paying?
Your payment link opens Paystack’s secure checkout, where you pay by card, bank transfer or USSD. The portal does not issue an FMBN bank account number; if you choose bank transfer, Paystack’s checkout may show a one-time account for that payment only.
Payments are collected by Adept-Nexus Atelier Limited, which FMBN has appointed as its collection agent, and are processed by Paystack.
My payment link has expired
Each payment link is valid for a limited time. The expiry time is shown on your payment page.
Do not try to pay with an expired link. Start the payment again to receive a new one. If you paid before the expiry time and have no receipt, contact support with your payment reference.
I did not receive an email from the portal
The portal does not send emails. Your payment advice, payment reference and receipt are shown on screen, and you can print or save them from there.
Your email address is kept with your payment record as a contact detail, in case FMBN needs to reach you about the payment.
Payment pending
I have paid, but my payment still shows as pending
A payment is marked Paid only after it has been confirmed with Paystack. Selecting “I’ve already paid” tells us to check again; it does not complete the payment by itself.
Most payments are confirmed within minutes, but some can take longer. You do not need to pay again.
What does each payment status mean?
Awaiting Payment: your payment advice has been issued and we are waiting for your payment. Payment Detected: a matching payment has been reported. Verifying: the payment is being confirmed with Paystack.
Paid and Receipt Issued: your payment is complete and your receipt is ready to download. Under Review: a finance officer is checking something, for example an amount that does not match. Expired, Failed, Reversed or Refunded mean the payment did not complete or has been returned.
It has been more than one working day
If your bank shows the money has left your account and the status has not changed after one working day, contact support.
Include your payment reference, the date and time you paid, the amount and the name of your bank. A copy of your bank’s debit alert or payment confirmation helps us resolve it faster.
Receipt issues
Where do I find my receipt?
A receipt is issued automatically once your payment is confirmed. Download or print it from the confirmation page. The portal does not send receipts by email.
If you no longer have your receipt, contact support with your payment reference and the email address you gave when paying.
How can someone check that my receipt is genuine?
Every receipt has a unique receipt number and a QR code. Anyone can scan the QR code or enter the receipt number on the Verify Receipt page to confirm it is authentic.
Verification shows only non-sensitive details, such as the amount, date and payment type. It does not show your contact details.
Something on my receipt is wrong
Receipts cannot be edited once issued, because they are sealed records. If a detail such as your name is incorrect, contact support with the receipt number and the correction needed. FMBN will review it and, where appropriate, issue a corrected record.
Rent payments
How do I pay rent or a service charge?
Choose Pay Rent for rent, or Make a Payment and then Service Charge. State the FMBN building and your unit, suite or office, enter the amount you are paying and your details, then pay through the secure payment link.
Rent and service charge are paid separately. Each payment has its own payment reference and receipt.
I am not sure what to enter for my building or unit
Type the name of the FMBN building and your unit, suite or office as they appear in your tenancy or lease documents. If you are not sure, contact the Estate & Facilities team that manages your building, or send a support request with your name, the building and the unit you occupy. Do not pay under a different unit.
Can I pay only part of my rent?
Only where FMBN has approved it. The portal accepts the amount you enter and does not check it against your tenancy. If you need an instalment arrangement, contact the estate office before paying.
Incorrect amount
Why do I have to enter the amount myself?
The portal does not show an amount due, so you state the amount you are paying. That amount is fixed on your payment advice and on Paystack’s checkout, so you cannot be charged a different amount.
I entered or paid the wrong amount
If you have not paid yet, go back and correct the amount, or cancel the payment and start again. If you have already paid, contact support with your payment reference. A finance officer will review it and advise the next step, such as paying the balance or arranging a refund of the excess.
Please do not make a second payment to cover a difference unless FMBN asks you to.
I am not sure how much I should pay
Check your tenancy or lease documents, or ask the Estate & Facilities team that manages your building. Do not pay an amount you believe is incorrect. If you need help, contact support with the building and unit before you pay.
Refunds
How do refunds work?
Refunds are reviewed and approved by FMBN’s finance team. Approved refunds are returned to the account or card the payment came from, not to a different one.
If your payment is refunded, its status will change to Refunded and FMBN will let you know using the contact details you gave.
How long does a refund take?
It depends on the review required and on the banks involved. You will be told when your refund is approved and when it has been sent.
Contact FMBN
How do I contact FMBN about a payment?
Use the support form on the Contact page. A ticket number is shown on screen straight away so you can refer to your request. No acknowledgement email is sent, so please note the number.
You can also email FMBN at info@fmbn.gov.ng. Office hours are Monday to Friday, 8:00 AM to 4:00 PM.
What should I include in my message?
Your payment reference, the amount, the date you paid and a short description of the problem. Never send your card details, internet banking password or one-time codes — FMBN will never ask for them.
Report a problem
Someone asked me to pay into a different account
Only pay through the secure payment link issued on this portal for your specific payment, which opens Paystack’s checkout. The portal does not send payment details by email, and nobody from FMBN will ask you to pay any other way. Payments are collected for FMBN by Adept-Nexus Atelier Limited, its appointed collection agent, so that is the name you will see on the checkout.
If you receive such a request, do not pay. Report it to FMBN straight away. You can also use FMBN’s whistleblowing channel.
The portal is showing an error
Try again after a few minutes. If the problem continues, tell us what you were doing, the page you were on and any message shown. Screenshots are helpful.
Still need help?
Read the frequently asked questions, or send us a support request. Office hours are Monday to Friday, 8:00 AM – 4:00 PM.