The fastest way to get help. Just type "help" — our support team responds in under 5 minutes.
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For disputes, account closures, business enquiries, or anything that needs a paper trail.
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Type "dispute transfer" in the Lodum chat immediately. Our team will attempt a reversal within 24 hours. Speed matters — the sooner you report it, the better the chances of recovery. We also show you the recipient's verified account name before you confirm, so always double-check before confirming.
This is usually a temporary hold by the receiving bank. Most pending transfers resolve within 30 minutes. If it hasn't resolved after an hour, type "transaction status" followed by the reference number from your transaction history. If a reversal is needed, funds typically return to your wallet within 24–48 hours.
Type "reset PIN" in the chat. You'll be prompted to verify your identity using your BVN and a one-time code sent to your registered number. If your phone number has also changed, email hey@lodumai.com with a valid ID for manual verification.
Type "freeze account" immediately to block all transactions. This takes effect in seconds. Then contact support to investigate and reset your credentials. Lodum will never ask for your PIN via chat, call, or email — if someone claiming to be Lodum has asked for it, change your PIN immediately.
Most bill activations happen within 5 minutes. For DSTV and GOtv, it can take up to 15 minutes during peak hours. If the service isn't active after 30 minutes, type "dispute bill" with your transaction reference. Lodum will either reprocess the payment or issue a full refund within 24 hours.
Your limit is tied to your KYC tier. To increase it, complete full KYC: type "upgrade account" and follow the steps to verify your BVN, NIN, and a government-issued ID. Tier 3 (full KYC) allows transfers up to ₦5,000,000 per transaction.
QR tickets are delivered to the buyer's chat immediately after payment confirmation. If they didn't receive it, ask them to check the Lodum chat thread they used to pay. If it's missing there, type "resend ticket [reference]" in your Lodum chat. If payment was taken but no ticket generated, contact hey@lodumai.com.
Type "close account" in the Lodum chat. You'll be asked to withdraw any remaining balance first, then confirm closure with your PIN. Account data is retained for 5 years as required by CBN regulations, after which it is securely deleted. You can reopen a new account at any time.