Help Centre

Internet Banking

• Log on to Internet Banking with your User ID/Email and password
• Click Self Service >> Reset secret question and answer
• Complete the displayed form with requested details (New question, New answer, Confirm new answer and Input Token code)
• Enter your Token’s One Time Password and click “Submit” to complete request

Timeline: Takes effect after 3 hours

GTWorld

• Log in to the GTWorld app.
• Click on the profile icon (top left corner)
• Scroll down to the Security Section
• Select “Reset Secret Question” and click “Start”
• Verify your identity and proceed.
• Create a new secret question and answer, then click “Change”

Timeline: Immediately

Internet Banking

• Log on to Internet Banking with your User ID/Email and password
• Click Self Service -> Password Change
• Complete the displayed form with the requested details (i.e. former password and new password)
• Click “Submit” to complete the password change process

GTWorld

• Log on to GTWorld
• Click the profile icon to the top left
• Scroll down to the Security Section
• Click “Change Password” and follow the prompts
• Click ‘Proceed’
• Enter the 6-digit code sent to your registered mobile number and follow the prompt.

Timeline: Immediately

• Dial *737*35*Amount* Merchant code#
• Enter the last four (4) digits of your debit card
• A receipt is generated for both parties

• On your registered phone number, dial *737*5#
• Input the last 6 digits of your active debit card
• Create a new 4-digit PIN or reset your existing PIN
• You will receive a confirmation message once the PIN is successfully created or reset

Download the GTWorld App from your app store, launch and follow the steps below.

For Existing Users

• Input your registered phone number
• Input the OTP received via SMS/Enter your hardware token or e-Token generated number
• Enter your existing GTWorld password (from the old app)

Please note that if this does not meet our new password requirements, you will be asked to create a new password and confirm it.

For New GTWorld App Users

• Launch application store for the smartphone (e.g. play store for android)
• Search for "GTWorld App" and install
• Launch the application
• Click "Register" to access the customer onboarding page
• Enter your mobile number and click "Continue"
• Complete the form with the requested details
• Enter the 6-digit One Time Password (OTP) sent to your registered mobile number to finalise the setup. This code is valid for one hour.
• Your login credentials will be sent to your registered email address.
• Please use the default password within 24 hours, as it will expire afterward

For PIN

• Click l ' "
• Click "l agree" to the term of use
• Complete the displayed form with the correct details Click Continue
• Enter the OTP sent to your registered phone number or email address with the Bank

For Token

• Click "Token "
• Enter the OTP sent to your registered phone number or email address with the Bank
• Click Continue

Timeline: Immediately

USSD

• Dial *737*7# on your registered number
• Enter your USSD transaction PIN to receive your token code
• The token code is immediately displayed.

Note: Code can be used for all transactions that require soft token code and is only valid for 120 seconds
Timeline: Immediately

If you have forgotten your online banking password or secret question, please reset it using the following channels;

GTWorld

• Launch the GTWorld App

• Click on 'Forgot Password?'

• Click on "Proceed"

• Enter the 6-digit code sent to your registered mobile number and follow the prompts

• Visit the Internet Banking log in page
• Input your USER ID
• Click on "Forgot Password?"
• Input the answer to your secret question
• Select "Continue" and follow the prompts

Internet Banking

• Log on to Internet Banking with your User ID/Email and Password
• Click "Cards"
• Click "Card Enquiry"
• Card details and request status is displayed
  

USSD

• Dial *737*30*Amount* Church code#
• Enter the last four (4) digits of your debit card to validate the transfer
• Your account is debited, and the church account is credited

NB: Both parties are notified of the transaction.

Timeline: Immediately

Download the GTWorld App from your preferred App Store, launch and follow the step below.

• Launch the application
• Click "Register" to access the customer onboarding page
• Enter your mobile number and click "Continue"
• Complete the form with the requested details
• Enter the 6-digit One Time Password (OTP) sent to your registered mobile number to finalize the setup. This code is valid for one hour.
• Your login credentials will be sent to your registered email address.
• Please use the default password within 24 hours, as it will expire afterwards.

• On your registered phone number, dial *737*1*Amount*Recipient's Phone Number#
• Confirm the recipient's name displayed on the screen
• Enter your 737 PIN to authorize the transaction

Internet Banking

• Log on to Internet Banking with your User ID/Email and password
• Navigate Self Service >> Deactivate Token
• Click ‘New Request’ and select the token to be deactivated
• Provide answer to your secret question and click "Send Deactivation Code"
• Deactivation code will be sent to your registered email and phone number
• Retrieve deactivation code and enter it into appropriate box

USSD

• Dial *737*37*amount*smartcard no#
• Enter the last four (4) digits of your debit card to validate the transfer
• Your account is debited and Star times’ account is credited

Note:

• The smartcard number is the decoder number
• Both parties are notified of the transaction

Timeline: Immediately

Internet Banking

• Log on to Internet Banking using your User ID and Password
• Click on ‘’Cards” on the menu bar
• Click on “Card Statement”
• Select your desired details “Card Number” from the dropdown
• Choose “Transaction category” to display either “Successful” or “Declined” transactions
• Enter “Period” of activity
• Click “go” to view your card statement
• To download your card statement, click “Export Statement” to get your preferred format (pdf or excel).

Timeline: Immediately

Internet Banking

• Log on to Internet Banking with your User ID/Email and password
• Click Cards -> Card Renewal Opt-out
• Select card
• Input Token code
• Click the "Continue" button to complete the request
  

Timeline: Immediately

This option allows you to temporarily block/unblock your card from performing transactions.

Internet Banking

• Log on to Internet Banking with your User ID/Email and password
• Click Cards -> Card Protect
• Enter generated Token code
• Click on the "Validate" button
• Select Enable or Disable for any of the displayed channels (i.e. All channels, Web, or ATM/POS)
• Select Enable or Disable for the displayed countries (i.e. Nigeria or other Countries)

N.B: Request is automatically completed once an option is selected

GTWorld

• Log on to GTWorld
• Select ‘Account Details’
• In the Cards section, select “Card”
• Select either ‘Set card control’ or ‘Set country control’ then input your 4 digit PIN code
• Enable or disable any of the displayed channels/countries (i.e. All channels, ATM/POS/Web/Nigeria/International)
• Click ‘save’

N.B: Request is automatically completed once an option is selected

Timeline: Immediately

Internet Banking

• Log on to Internet Banking with your User ID/Email and password
• Click Cards -> Card Hotlist
• Select card number and the reason for hotlisting
• Review request
• Provide the answer to your secret question and click "Continue"
• Enter your Token's One Time Password and click "Submit"

GTWorld

• Log on to GTWorld with Internet Banking User ID and Password
• Click on ‘Account Details’
• In the Cards section, select “Card”
• Click ‘Block card’ and then, select reason for blocking card
• Click ‘Yes, block’

GTConnect

• Dial +2348039003900, +2348029002900
• Upon authentication, the agent proceeds to hotlist the card

USSD

• Dial #737*51*10# using any GTBank account holder's registered phone number.
• Input your account number
• Press 1 to complete the request

Note: Customer may proceed with card replacement after the card's hotlisting.

Timeline: Immediately

Internet Banking

• Log on to Internet Banking with your User ID and Password Click "Cards"
• Click "Change Pick up Branch"
• Select "Card renewal (about to expire card)" as the desired service
• Select "New pick-up state" and "New pick-up branch"
• Provide the answer to your secret question and click "Continue"
• Enter your token code
• Click "Submit" to complete the request

Note: You can only apply for this service at least two months before card expiration

Note: Active cards must be hotlisted before initiating a request for card replacement

Internet Banking

• Log on to Internet Banking with your User ID/Email and password
• Click Cards -> Card Replacement -> New Request
• Complete the displayed form with the required details transaction
• Click on the "click here to agree" checkbox (to accept our card replacement terms
  and conditions)
• Provide the answer to your secret question and click "Continue"
• Enter your Token's One Time Password and click "Submit"

Timeline: Produced card will be available for pick-up in two (2) days for Lagos branches and three (3) days for up-country branches.

Internet Banking

• Log on to Internet Banking with your User ID/email and Password
• Click on the "Cards" option on the menu bar
• Click on "Dollar Card Request"
• Click on "New Request"
• Complete the displayed form with details such as " Pick up branch", "Account to debit",
  "Account to charge" etc.
• Select the "Answer to your secret question"
• Click "Continue"
• Enter generated Token code
• Click the "Submit" button to conclude the request for your Dollar Card.

Timeline: 2 working days for Lagos branches and 3 days for upcountry branches.

Please send documents to nrnaccount@gtbank.com.

A new customer shall be required to produce the following documents for NRN Account opening:

A. Completed Forms

• NRN Account Opening Form
• Data Consent form
• Self-certification form
• Banker’s Confirmation/ Account Ownership/Reference Letter

B. Valid Regulatory ID

• International Passport (that captures NIN)
• Expired Nigerian Regulatory ID card with Notarized Foreign ID card.

C. Proof of Address

• Notarized Utility bill issued within 3 months showing customer’s address or
• Notarized lease of agreement issued within one year.
• A sighted Foreign Utility Bill by a GT Bank staff is acceptable.
• Stamped Bank Statement or Banker’s confirmation issued within 3 months.

D. Valid BVN (Names and date of Birth on BVN will match name on Account and Regulatory ID)

E. NIMC with National Identification Number (NIN)

See https://nimc.gov.ng/nimc-enrol... for list of enrolment centres.

You will be required to present the following documents for NRN Account Update. Once they have been verified complete and accurate, you will be invited for Video authentication, then your request will be treated.

A. Completed Forms

• NRN Account Update Form
• Data Consent form
• Self-certification form
• Banker’s Confirmation/Account Ownership document/Reference Letter

B. Valid Regulatory ID:

• International Passport (that captures NIN)
• Expired Nigerian Regulatory ID card with Notarized Foreign ID card.

C. Proof of Address

• Notarized Utility issued within three months showing customer’s address abroad bill OR
• Sighted Foreign Utility Bill by a GT Bank staff is acceptable.
• Notarized Foreign ID (Driver’s License or Resident Permit) with foreign address
• Stamped Bank Statement issued within 3 months showing customer’s address abroad.

Notarisation of valid foreign ID and or utility bill shall be done by any of the following authorities:

• Notary Public
• Lawyer/ Solicitor
• Nigerian Embassy/ High Commission/ Consulate
• Staff of Guaranty Trust Bank in Nigeria or all our subsidiaries (Operations Head, Transaction Services Supervisor, Relationship Manager, Banking Officer (BO) staff cadre & above at the Contact Centre, other staff of Assistant Manager cadre & above)
• Post Office (UK residents only)
• The Police (South African residents only)

No, they do not. Sighted copies of these documents by a GTBank staff is acceptable.

No. A valid BVN is required before an account can be opened

Yes, these customers still need to provide references

A stamped Banker’s confirmation/Account Ownership document/Reference Letter, stating the customer’s full name, residential address (as completed on their NRN account form), and date of birth, can serve as either a proof of address or stand in place of 2 referees. However, kindly note that this document is required, and must be submitted alongside other NRN account forms

Yes, to avoid restrictions on your account.

No, the NRN service is offered only to individuals and not to businesses. The customer will however be referred to the SME team.

Yes, these customers can visit GTBank UK for the submission of their NRN account opening package. They can also have their documents sighted by a GTBank UK officer in our London office.

Electronic Channels:

a. Naira and Dollar Denominated Cards for payments on the POS, Web and ATM

• MasterCard (USD and Naira denominated)
• Visa Card (USD denominated)

b. Access to Banking Apps: GTWorld and Internet banking

c. Dedicated NRN Contact Centre which operates 24 hours a day, seven days a week (Including public holidays). The NRN customer with online banking password can also complete self-services on the Interactive Voice Response (IVR)

**To authenticate electronic transactions using a 6-digit token generated code on Internet Banking or GTWorld, you can use the GT eToken App which can be downloaded from any app store.

Services:

• FX transfers with your domiciliary account within banks worldwide
• Proxy pick-up of account collectibles
• Investment offers e.g., Fixed deposit, Treasury bills, Special savings account (GT Target & Spend2Save)
• Courier services for your Hardware Token and Card
• Assisted internet banking transfer without token to GT Bank beneficiary.
• WhatsApp Support (24 Hours) - Support number (09040002900)
• Email support via nrnaccount@gtbank.com

All Nigerians who have relocated abroad or reside outside the country for more than 180 consecutive days in a year.

• Payment cards are produced within 48 hours and sent for courier abroad which takes about 5 working days.
• If the card will be picked by a proxy, then it will be pouched to the branch for pick up, this may take up to 72 hours.

If you have misplaced your Naira Mastercard, please block the card permanently and request a replacement. To block your card, please use any of the options listed below:

Internet Banking

• Log on to Internet Banking with your User ID/Email and password
• Navigate Cards >> Card Hotlist
• Select card number and the reason for hotlisting
• Review request
• Provide the answer to your secret question and click "Continue"
• Enter your Token's One Time Password and click "Submit"

GTWorld

• Log on to GTWorld with Internet Banking User ID and Password
• Click on ‘Account Details’
• In the Cards section, select “Card”
• Click ‘Block card’ and then, select reason for blocking card
• Click ‘Yes, block’

GTConnect

• Dial +2348039003900, +2348029002900
• Upon authentication, the agent proceeds to hotlist the card

USSD

• Dial #737*51*10# using any GTBank account holder's registered phone number.
• Input your account number
• Press 1 to complete the request

If you have forgotten your online banking password or secret question, please reset it using the following channels;

GTWorld

To reset password:

• Launch the GTWorld app
• Click on ‘Forgot Password?’
• Click on “Proceed”
• Enter the 6-digit code sent to your registered mobile number and follow the prompts

To reset secret question:

• Log in to the GTWorld app.
• Click on the profile icon (top left corner)
• Scroll down to the Security Section
• Select “Reset Secret Question” and click “Start”
• Verify your identity and proceed.
• Create a new secret question and answer, then click “Change”
• The new secret question and answer will take effect immediately.

Internet Banking

To reset password

• Visit the Internet Banking log in page
• Input your User ID
• Click on “Forgot Password?”
• Input the answer to your secret question
• Select “Continue” and follow the prompts

To reset secret question

• Log in to Internet Banking
• Navigate to “Self Service” on the menu bar.
• Select “Reset Secret Question and Answer”
• Enter a new question and answer, then confirm the answer.
• Input the code generated from your hardware token device or E-Token
• Click “Submit”
• The new secret question and answer will take effect after 3 hours

Please use the “Register” feature on internet banking or call GT Connect on 08029002900, 08039003900 for log in credentials to be sent to you. Once you log in successfully, you will be prompted to set a secret question and answer.

The card can be sent by courier abroad or picked up by a proxy at the preferred pick-up branch.

By Courier

• Visit the website and navigate Downloads >> Non Resident Nigerian Banking
• Download and fill the NRN Account Collectibles Courier Delivery Form.
• Provide a copy of your valid I.D.
• All documents alongside the form should be sent to nrnaccount@gtbank.com

Please also note the following:

• The Dollar Card issuance fee costs N1,075 + an annual maintenance fee of $10 or equivalent in Naira.
• Courier charge varies with location.

By Proxy

• Complete the Account collectible and indemnity for Proxy Pick up form and select the requesting items.
• Valid ID
• Valid Regulatory Nigerian ID card or
• Notarized Foreign ID or
• Expired Nigerian Regulatory ID card with Foreign ID card.
• All documents alongside the form should be sent to nrnaccount@gtbank.com
• The proxy visits the branch with the same valid ID stated on the Proxy Pick up form.

To deactivate a lost or damaged token, please log on to Internet Banking and follow the steps below;

• Navigate Self Service >> Deactivate Token
• Click ‘New Request’ and select the token to be deactivated
• Provide answer to your secret question and click "Send Deactivation Code"
• Deactivation code will be sent to your registered email and phone number
• Retrieve deactivation code and enter it into appropriate box

Yes, we may assist to set up a pre-registered beneficiary on your account. You will be required to complete a pre-registered beneficiary form and present a valid regulatory ID. Pre-registered transfer is applicable for transfers between GT Bank accounts and up to a maximum of N5,000,000.

The daily transfer limit is N5,000,000. The transfer limit can be increased to N25,000,000 via Internet Banking and this is only available for Tier 3 current account holders

Yes, this can be done by setting up Standing Order on Internet Banking. This feature is currently only available for standing orders to GTBank accounts only

To do so, please see below;

• Log in to Internet Banking
• Navigate to “Account Transfers” on the menu bar.
• Select “Standing Order to GTBank Account”
• Click “New Standing Order” and follow the prompts

Please note that a token is required to complete this request