- How secure is my Information?
Critical customer data is stored securely in line with global best practices. The only information we have access to are:
- User ID - Identifying Information used to associate each customer to their accounts.
- Profile Information - Settings that the customer cannot change without contacting support (Names, Addresses etc.)
- Permissions - Privileges granted to customers allowing them rights within the App which others do not have (Information that is necessary to switch a user's access from a wallet to an account)
We do not store or have access to the following sensitive customer information:
- Pins
- Passwords
- Account numbers (other banks)
- Card details
- OTPs
Switch as an app is also PCI-DSS Level 1 Compliant.
- How safe is my money?
Switch is powered by Sterling Bank, fully approved by CBN and funds insured by the Nigerian Deposit Insurance Corporation according to their terms.
- Two-Step Authentication
Switch requires a two-step authentication process for logging in and for high-value transactions. This was designed to ensure that our customers are always protected.
To set up two-step authentication on an Android device:
- Go to Profile then Profile settings
- Click on Security
- Click on Transaction authentication method
- Follow the prompt
To set up two-step authentication on an iOS device:
Go to Profile then Profile settings
- Click on Security
- Click on Transaction authentication method
- Follow the prompt
To set up two-step authentication on the web:
Go to Profile then Profile settings
- Click on Security
- Click on Transaction authentication method
- Follow the prompt
- What do I do if I suspect there are unauthorized transactions on my account?
If you suspect any fraudulent activity on your account, you are encouraged to:
- Change your password immediately - Your account may have been compromised by someone that has access to your Personal Information. Resetting your password will make it impossible for the unauthorized entity to make transactions
- Contact our support team - We encourage our customers to contact us immediately on switchresolution@sterling.ng if they notice these transactions so that we can temporarily freeze the account while we investigate the issue.
- How do I distinguish between emails from Switch and other fraudulent emails?
Some scam emails can be persuasive (especially if they address you personally). Still, there are a few things to be on the lookout for.
- Emails from Switch will always be from team@switch-ng.com (for log in alerts), notifications@switch-ng.com (for transaction notifications), switch@switch-ng.com (for product updates and general comms) or switchresolution@sterling.ng (for support). If it is from one of our staff, it will always have @sterling.ng as the domain.
- We will never ask for sensitive information like your card details, account number, OTP or password. If you get an email asking for any information about these, please ignore it.
- Beware of urgent or threatening language in the email.
- Always review the signature at the bottom of each email.
- What should I do if my phone is stolen?
If your phone has been stolen or lost, follow these steps to protect your Information on Switch:
- Contact our support team switchresolution@sterling.ng to report the incident - We'll keep a closer eye at your transaction and temporarily freeze your account if we notice any suspicious activities.
- Change your password - If you think your account might be compromised, we encourage you to change your password. If you do not have access to a phone to do that, you can log in via our website and change your password from there.
- Remotely lock and wipe your phone if possible - Both iOS and Android devices have features that help you remotely lock and wipe your phone. Still, you need to activate these features to use them. Don't hesitate to contact your service providers