We know you might have a few questions about us, the Aella app and some of our processes. Here is a summary of frequently asked questions and answers we have curated just for you.
AELLA CARE
LOAN INFORMATION
BILLS PAYMENT AND MONEY TRANSFER
AELLA WALLET
CARD SETUP
SECURITY AND PRIVACY
What is Aella Care?
Aella Care is a health insurance product by Aella in partnership with Hygeia HMO that offers a comprehensive and affordable micro-health insurance service.
Who is Hygeia HMO?
Hygeia HMO is a leading health insurance company that offers comprehensive health insurance services to individuals and families as well as SMEs and large corporate organizations.
Who can benefit from Aella Care?
Anyone who has the Aella App on their Android or IOS device and a valid BVN.
How much does Aella Care cost?
Aella Care has four (4) different plans you can subscribe to with varying costs. You can view our pricing here: https://aellaapp.com/insurance#pricing
How do I apply for a loan?
Download the Aella App
Create your account
Fill in all required fields with valid and appropriate information
Click the “Check Eligibility” button to see how much you are eligible to borrow
Apply for loan that works for you
Receive funds in your Aella Wallet
How long does it take to process an Aella Credit loan?
The whole process can be completed in 5 minutes. Once your application has been completed and you accept the loan offer provided, your information will be reviewed and the decision on the loan will typically be made within minutes. If approved, funds will be received in 5 minutes of the process being completed
How much can I borrow from Aella Credit? For how long?
Our loan size ranges from about ?1,500 to ?1,000,000. Your loan offer is determined by a variety of factors, so please ensure that you use your personal mobile device and provide the appropriate details to receive the best possible loan offer. Loan tenors vary per individual but are usually within a month or 3 months repayment period.
Why is my Bank Verification Number (BVN) required?
Your BVN is requested to verify your ownership of the account information supplied. This is to ensure that your details cannot be used to apply for a loan by someone else. We understand that this is very sensitive information and as such your BVN does not provide access to your account. If you have further concerns, kindly contact your bank before you proceed.
How do I buy Airtime on Aella App?
Fund your wallet
Click on the Buy Airtime on the Home Page
Select network for a new purchase
Select the desired airtime amount and enter phone number
Click on Buy Airtime
How do I Transfer Money via Aella App?
Fund your wallet with the intended amount
Click on the Transfer Money menu
Complete the fields by inserting the amount, account number, desired bank name and click on ‘Find this account’
Verify the transfer summary and click on ‘Send Money’
How do I Pay Bills via Aella App?
Fund your wallet
Click on the Bills Payments menu
Select the billers category and select the biller
Complete the fields by inserting the Select service type, amount and customer ID
Click on Proceed
Are there any fees for this service, monthly charges or annual fees?
Buy airtime – All at face value. No additional charges
Pay bill – All at face value. No additional charges
Send Money – A transfer fee is charged for each successful transaction
Receive Money– At no cost to the recipient
What is Aella Wallet?
This is an e-wallet which allows you to store value on Aella App to perform all your financial transactions and earn interests, discounts and rewards for use.
What is my transaction limit using Aella Wallet?
If all necessary KYC verification checks have been performed, you will be able to perform transactions of up to ?1m daily on Aella App.
How do I fund my wallet?
You can add money in your Aella Wallet any time by clicking the ‘Fund Wallet’ button and selecting a funding method in the app.
Do I earn interest in my wallet?
Funds in your wallet earn interest. On a daily basis Aella App pays interests to customers’ wallets and on a monthly basis the interest accrued is made available for customers to transact with on the App.
My debit/ATM card setup is incomplete. What can I do?
This may be due to a number of reasons:
You have insufficient funds in your account. Please ensure you have sufficient balance before linking the card. You haven’t activated your card for online transactions. For card activation instructions, please contact your bank. Details entered may be incorrect: please check the card number, expiry date and CVV2 provided to be sure all information is valid. If you still have issues with setup, please send us a message in the app and we’ll be happy to assist.
What is CVV2, MM, YYYY?
Your card CVV2 is the 3-digits number written at the back of your card, and your MM and YYYY is the month and year of expiration on your card.
Why should I link my card?
We ask for card details in order to load your wallet to finance transactions on the Aella App. Card details are also required to receive your loan repayments on your due date. We understand that this is very sensitive information, so not to worry, we have your data highly protected.
What is a credit bureau?
Credit bureaus are agencies that provide information on individuals’ borrowing habits and financial patterns. They typically work with financial institutions and other creditors to collate this data, and your performance on previous reported accounts impact your ability to obtain loans or other financial services in future
Can I trust Aella Credit with my data?
Our agreements are highly classified and kept confidential. We assure you of your utmost privacy when you provide us with your information.
How do I log out of my current device?
Please use the “Settings” on your app menu to log out of your current device or unlink your account from your current device.
I did not receive a phone verification code, what do I do?
When you sign up on our service, you should receive an email and an SMS link from us to the mobile number you provided. Please enter the code received to verify your number and successfully register on the platform. If you are certain that you did not receive a message, please ensure that your provided number is switched on and is in an area with good network service to receive the SMS. Please note that a data connection is required in order to validate your phone number. You can also click ‘Resend Code’ if you didn’t receive the code after following the steps mentioned.
AELLA CARE
What is Aella Care?
Aella Care is a health insurance product by Aella in partnership with Hygeia HMO that offers a comprehensive and affordable micro-health insurance service.
Who is Hygeia HMO?
Hygeia HMO is a leading health insurance company that offers comprehensive health insurance services to individuals and families as well as SMEs and large corporate organizations.
Who can benefit from Aella Care?
Anyone who has the Aella App on their Android or IOS device and a valid BVN.
How much does Aella Care cost?
Aella Care has four (4) different plans you can subscribe to with varying costs. You can view our pricing here: https://aellaapp.com/insurance#pricing
LOAN INFORMATION
How do I apply for a loan?
Download the Aella App
Create your account
Fill in all required fields with valid and appropriate information
Click the “Check Eligibility” button to see how much you are eligible to borrow
Apply for loan that works for you
Receive funds in your Aella Wallet
How long does it take to process an Aella Credit loan?
The whole process can be completed in 5 minutes. Once your application has been completed and you accept the loan offer provided, your information will be reviewed and the decision on the loan will typically be made within minutes. If approved, funds will be received in 5 minutes of the process being completed
How much can I borrow from Aella Credit? For how long?
Our loan size ranges from about ?1,500 to ?1,000,000. Your loan offer is determined by a variety of factors, so please ensure that you use your personal mobile device and provide the appropriate details to receive the best possible loan offer. Loan tenors vary per individual but are usually within a month or 3 months repayment period.
Why is my Bank Verification Number (BVN) required?
Your BVN is requested to verify your ownership of the account information supplied. This is to ensure that your details cannot be used to apply for a loan by someone else. We understand that this is very sensitive information and as such your BVN does not provide access to your account. If you have further concerns, kindly contact your bank before you proceed.
BILLS PAYMENT AND MONEY TRANSFER
How do I buy Airtime on Aella App?
Fund your wallet
Click on the Buy Airtime on the Home Page
Select network for a new purchase
Select the desired airtime amount and enter phone number
Click on Buy Airtime
How do I Transfer Money via Aella App?
Fund your wallet with the intended amount
Click on the Transfer Money menu
Complete the fields by inserting the amount, account number, desired bank name and click on ‘Find this account’
Verify the transfer summary and click on ‘Send Money’
How do I Pay Bills via Aella App?
Fund your wallet
Click on the Bills Payments menu
Select the billers category and select the biller
Complete the fields by inserting the Select service type, amount and customer ID
Click on Proceed
Are there any fees for this service, monthly charges or annual fees?
Buy airtime – All at face value. No additional charges
Pay bill – All at face value. No additional charges
Send Money – A transfer fee is charged for each successful transaction
Receive Money– At no cost to the recipient
AELLA WALLET
What is Aella Wallet?
This is an e-wallet which allows you to store value on Aella App to perform all your financial transactions and earn interests, discounts and rewards for use.
What is my transaction limit using Aella Wallet?
If all necessary KYC verification checks have been performed, you will be able to perform transactions of up to ?1m daily on Aella App.
How do I fund my wallet?
You can add money in your Aella Wallet any time by clicking the ‘Fund Wallet’ button and selecting a funding method in the app.
Do I earn interest in my wallet?
Funds in your wallet earn interest. On a daily basis Aella App pays interests to customers’ wallets and on a monthly basis the interest accrued is made available for customers to transact with on the App.
CARD SETUP
My debit/ATM card setup is incomplete. What can I do?
This may be due to a number of reasons:
You have insufficient funds in your account. Please ensure you have sufficient balance before linking the card. You haven’t activated your card for online transactions. For card activation instructions, please contact your bank. Details entered may be incorrect: please check the card number, expiry date and CVV2 provided to be sure all information is valid. If you still have issues with setup, please send us a message in the app and we’ll be happy to assist.
What is CVV2, MM, YYYY?
Your card CVV2 is the 3-digits number written at the back of your card, and your MM and YYYY is the month and year of expiration on your card.
Why should I link my card?
We ask for card details in order to load your wallet to finance transactions on the Aella App. Card details are also required to receive your loan repayments on your due date. We understand that this is very sensitive information, so not to worry, we have your data highly protected.
SECURITY AND PRIVACY
What is a credit bureau?
Credit bureaus are agencies that provide information on individuals’ borrowing habits and financial patterns. They typically work with financial institutions and other creditors to collate this data, and your performance on previous reported accounts impact your ability to obtain loans or other financial services in future
Can I trust Aella Credit with my data?
Our agreements are highly classified and kept confidential. We assure you of your utmost privacy when you provide us with your information.
How do I log out of my current device?
Please use the “Settings” on your app menu to log out of your current device or unlink your account from your current device.
I did not receive a phone verification code, what do I do?
When you sign up on our service, you should receive an email and an SMS link from us to the mobile number you provided. Please enter the code received to verify your number and successfully register on the platform. If you are certain that you did not receive a message, please ensure that your provided number is switched on and is in an area with good network service to receive the SMS. Please note that a data connection is required in order to validate your phone number. You can also click ‘Resend Code’ if you didn’t receive the code after following the steps mentioned.