Frequently Asked Question
This section gives you the answers to some of the most frequently asked questions on our service and products. We've split these questions into categories to make it easier for you to find the information you're looking for. Simply select a category using either the links below or on the right, and you'll see the questions relating to that topic.
Remember that you can find more detailed information in our 'Site Help' section.
Resetting a password, Making payments online for Treasury Bills, Nigeria Shares, Home Purchases etc
Why did we introduce the online password reset process?
To give you the ability to reset your password at any time, without having to call our contact centre. All you have to do is enter a Memorable Word when prompted at your first login. Your Memorable Word does not replace your password and will only be used for self service options such as resetting your password online.
How does the password reset process work?
Select the ‘forgotten password’ link on the login screen. You’ll be asked to enter your email address - if the address entered doesn’t match the one we have on our records, you’ll need to call us to have your password reset, it’s therefore important to keep your email address up to date. Once you’ve entered your email address and we’ve checked that it matches our records, we’ll email you a link to our password reset process. Select the link and follow the on screen instructions, entering your memorable word when requested. This link will remain valid for 24 hours.
Transaction Enquiries?
For UK generated transactions whereby GBP was paid to our UK account, kindly check the status of the transaction on the result page after you login, or contact UK support team via helpdesk@afrotradegroup.com.
For Nigeria (Naira) generated transactions whereby Naira was paid into Afrotrade Intl Link Ltd account, Due to MLR regulations and other regulatory requirement, you transaction may experience some delays, kindly check the status of the transaction on the result page after you login, or contact the Afrotrade Intl Link Ltd support team via lagos@afrotradegroup.com
Regulated Services online
These are the most commonly asked questions about our regulated services online. However, if you would like more detail on this, please see 'Managing Your Account' in Help.
Which debit cards can I use to make a payment online?
We do not accept debit or credit payments.
I’ve just placed a deal; can I pay for it by debit card?
No. All payments must come from bank account in the member's name.
Can I pay money in at any time of the day or night?
We suspend our rate services after closing hours depending on the location (UK rate closes after bank closes), this means that without a rate, you cannot book a transaction.
Is there a minimum or maximum amount I can deposit online?
No, but every customer must satisfy our AML policy (Source of Funds must be known and Bank Statement provided).
We have a joint account with Afrotrade Limited. Can either of us use our debit cards to pay money into our account?
No, we do not offer Joint account and your card details must match your trading account details.
My card is registered at a different address to the address that Afrotrade Limited hold for me. Will I be able to use the online facility to pay money in?
We do not accept card payment.
Can I give instructions for the money to be debited from my card on a future date?
We are unable to take instructions for payments to be deducted at a future date. All instructions will be processed immediately.
Can I add cash to my trading account using this online facility?
Not for Money Transfer transactions, if you are instructing a broker in Nigeria, using our MSB platfor, then Yes, you can subscribe up to the maximum amount allowed into the stocks & shares component of your account for the current year. For minimum amounts payable, see above.
Can I pay my half yearly administration fees separately from my Transaction using my debit card?
No.
When is my transaction complete?
Your transaction will be complete once the 'deposit cash – payment confirmation’ screen is displayed.
Can I use these funds immediately to place a purchase order?
No.
Will I see my instruction updated immediately after the payment has been made?
Yes, your 'Booking form' will be immediately updated to reflect the amount of money you have paid into your account.
Can I instruct an online refund back to my card?
No, If you decide that you want a refund back to your bank account please contact our Client Service Team (0) 7435 330 330 to do this.
Can I use my spouse's/friend’s/ partner’s/relative's card to pay money into my Afrotrade Limited account?
No. We are unable to accept third party payments and will therefore be unable to process the payment.
For more information on how to use the site or more about services we offer, you can contact us by sending email to: info@afrotradegroup.com
