Support

Email us

support@passcode.ng — for anything to do with the app itself. We answer within one working day.

Tell us the phone number on your account and what you were doing when it went wrong. If something looks wrong with money, include the date and the amount and do not repeat the payment until we have replied.

Your community decides some things, not us

Passcode is the software your estate, office or school uses. We do not run it. These are theirs to answer, and their administrators can act on them today:

• Your request to join has not been approved. Only somebody who runs that place can approve it. You can see where the request stands in the app.
• A charge you do not recognise, or an amount you disagree with. Your community sets its own dues and levies. Every charge is itemised in the app under Dues, which is the list to query with them.
• Your pass or card will not open the gate. Access is granted and withdrawn by your community, not by us.
• You have been removed from a place. That is their decision.

Things we can fix

• You are not receiving your sign-in code. Check the number is the one on the account and that it can receive SMS. If it still does not arrive, email us the number.
• Money left your bank and has not reached your balance. Send us the date, the amount and the account you sent from. Transfers usually land in seconds; a small number need us to match them by hand.
• The app crashes, or a screen will not load. Tell us your phone model and what you tapped.
• You cannot set or have forgotten your transaction PIN.

Closing your account

You can do this yourself: Settings → Close your account. It says what is deleted and what has to be kept. If you have lost the phone number on the account and cannot sign in to reach it, see Delete your account.

Your data

What we hold, why, and how to ask for a copy is in our Privacy Policy. For anything about your personal information, write to privacy@passcode.ng rather than support — it reaches the people who can act on it.

Reporting something urgent

Passcode is not an emergency service. If somebody is in danger, call the emergency services on 112 first. The alarm in the app alerts your own community’s security, who are not us and are not always watching.

Who we are

Passcode Technologies Limited, Lagos, Nigeria.
support@passcode.ng